At Naty Plants Shop, we’re dedicated to helping you create beautiful, sustainable gardens with our premium plants. We understand that sometimes returns or exchanges are necessary, and we’ve designed our policies to be as green-friendly as our products. Below you’ll find all the details about our shipping and return processes.

Shipping Information

Order Processing

We carefully select and package every plant with care. All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Options

We offer two shipping methods to accommodate your gardening needs:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Best for customers who want faster delivery
  • Free Shipping (orders $50+):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment
    • Perfect for budget-conscious gardeners

Note: We ship worldwide except to certain Asian countries and remote areas. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges

We accept returns within 15 days of receiving your order. Please review our policy carefully to ensure your return qualifies.

Eligibility Requirements

For a return or exchange to be accepted:

  • Plants must be in their original, resalable condition
  • All plant tags and identification must remain attached
  • The original packaging must be used when possible

Non-Returnable Items

To ensure plant health and quality, we cannot accept returns on:

  • Gallon-size plants (including our arborvitae and hydrangeas) due to their perishable nature
  • Best Sellers that are marked as final sale
  • Any plants that have been planted or removed from their original containers

How to Initiate a Return or Exchange

  1. Contact our team within 15 days of delivery at [email protected] with your order number and reason for return
  2. Receive approval – Our gardening specialists will review your request within 2 business days
  3. Package your items – Carefully repackage using original materials when possible
  4. Ship your return – Send to: Naty Plants Shop, 4095 Rosemont Avenue, Melbourne, US 32901
  5. Receive confirmation – We’ll notify you when we process your return

Return Request Template

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

Dear Naty Plants Shop Team,

I would like to request a return/exchange for my order #[Your Order Number] placed on [Order Date].

Items to return: [List items, including plant names like ‘Proven Winners ColorChoice hydrangea’ or ‘Pollinator Friendly perennial’]

Reason for return: [Please specify]

Preferred resolution: [Refund / Exchange for (specific plant)]

Thank you for your help with this matter.

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

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5-7 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

Exchanges

For exchanges (subject to availability in our Evergreens, Ferns & Foliage, or other collections):

  • Follow the same process as returns
  • Clearly indicate your preferred exchange items in your email
  • We’ll ship your new plants once we receive the return
  • You’ll be responsible for any price differences

Damaged or Incorrect Items

If your Hedges & Privacy plants or other items arrive damaged or incorrect:

  • Contact us within 48 hours of delivery
  • Include photos of the damaged plants and packaging
  • We’ll arrange for replacement or refund without requiring return shipment

Special Care for Live Plants

Our Fragrant and Native plants are carefully selected for quality. If your plants arrive stressed but alive:

  • Water immediately and place in appropriate sunlight
  • Many plants recover with proper care within 7-10 days
  • Contact us if plants don’t recover – we may offer store credit

Questions?

Our gardening experts are happy to help with any questions about returns or exchanges for your Perennials, Grasses, or other plants. Contact us at [email protected].

Thank you for being part of our growing community of plant lovers. We’re committed to helping you create the garden of your dreams!

The Naty Plants Shop Team