Live Arrival Guarantee
If a plant from Palma arrives dead, rotting, or too damaged to recover, we will refund or replace it. That is the deal. It is not a promise that shipping never stresses a leaf.
What is covered
Live plants, 30 days from the delivery date on the carrier scan. Send your order number and clear photos of the plant as it arrived (whole plant, close-up of the damage, box if it is crushed). We refund or replace the affected plant. If the whole order is a loss, shipping is included. If only one plant in a mixed order failed, that plant is covered — not the rest of the freight.
What is not covered
- A yellow leaf, a bent petiole, or soil on the rim. That is transit, not a dead plant.
- Packages the carrier lost, delayed, or left in a storm. We cannot control USPS or FedEx.
- Wrong address, refused delivery, or a package returned to sender.
- A healthy plant you decided you did not want. Live plants are not returnable.
- Cold damage when destination daytime temperatures are 45°F or below and winter heat protection was not added when offered at checkout. If you choose to ship into cold weather without heat protection, the guarantee does not apply.
- A second replacement that also arrives damaged. One replacement attempt; after that we refund rather than roll the dice again.
How to file
Start a claim on our Contact page. Include your order number and photos of the plant as it arrived. Do not throw the plant out until we close the claim.
Winter
Live plants may travel through cold weather in transit. When destination daytime temperatures are 45°F or below, add winter heat protection when offered at checkout. If severe cold is expected, an order may be held briefly to protect the plant in transit.