At Garden Care Store, we cultivate customer satisfaction with the same devotion we give to our rare caudex plants and specimen trees. If your botanical treasures don’t thrive in your care as expected, our flexible returns policy will help make things right.

Our Plant Guarantee

We stand behind every pachycaul tree and classic houseplant we ship. If your plant arrives damaged or fails to meet your expectations, you may return it within 15 days of delivery for a refund or exchange.

Special Note: Due to their delicate nature and specialized care requirements, live specimen plants and mature caudex plants cannot be returned unless they arrive damaged. Please inspect these carefully upon delivery and contact us immediately if issues are found.

Returns Process

  1. Initiate Your Return: Email our Plant Care Team at [email protected] within 15 days of receiving your order. Include your order number and photos of any damaged items.
  2. Receive Approval: We’ll respond within 2 business days with return instructions and a Return Authorization Number (RAN).
  3. Package Carefully: Repack plants in their original container if possible, using the same protective materials we employ for our global shipments.
  4. Ship Back: Send your return to:
    Garden Care Store Returns
    1121 Crim Lane
    Louisville, KY 40272 USA

Exchanges

Prefer a different pachycaul tree or planter? We’re happy to exchange items of equal value. Follow the standard returns process and note your preferred replacement in your return request.

Refund Information

Once we receive and inspect your return:

  • Timing: Refunds process within 5 business days
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Plant Care Team,

I would like to request a return/exchange for my recent order (#[Order Number]).

Items to Return: [List items with quantities]

Reason: [Damaged in transit/Not as described/Other]

Preferred Resolution: [Refund/Exchange for [specific item]]

Attached are photos showing the issue (for damaged items).

Thank you for your help in cultivating my satisfaction!

Best regards,
[Your Full Name]
[Your Email Address]
[Your Shipping Address]

International Returns

For our global plant lovers (excluding some Asian and remote regions):

  • Return shipping costs are the customer’s responsibility
  • Include all customs documentation with your return
  • Allow extra time for international shipping processing

Questions about nurturing your return? Contact our Plant Care Team at [email protected] – we respond with the same attention we give to our rarest specimen plants.