FAQ

Can't find the answer to your question? The best way to connect with our team is to email: support@bwhplantco.com.

Common Questions

All live plant sales are final once shipped. Due to the limited availability and weekly change in inventory offered, we do not accept changes or cancelations 24 hours after an order is placed. Should you place an order and need to make a change simply connect with our team within 24 hours of placing the order. If contacted after 24 hours we will do our best to accommodate change requests but can not guarantee a change can be made pending where your order is in the fulfillment process.

All other non-plant merchandise can be returned for store credit or exchanged within 10 days. Customers are responsible for return shipping postage. Items must be in new condition with tags still on, unworn, unaltered, and free of damages by the customer. Return shipping charges will apply and refunds will be made using the original form of payment. Once your merchandise has been accepted for return, your refund will be processed.

Our current fulfillment timeline is approximately 3-5 businesses days. Note that fulfillment timeline is separate from time in transit, the time in transit varies based on location and which shipping option is selected at check out. Typical turnaround time from ordering to delivery at your door is about 2 weeks.

If your plant arrives damaged or in poor condition please contact us within 48 hours of delivery support@bwhplantco.com. Customer must be able to provide proof of the issue at hand (either through photo or video) so our team is able to assess and quickly handle any problems that may arise. We ask that customers do not make changes or alterations to the plant prior to contacting our support team. Failure to contact us within the 48 hour window, provide proof of the issue or alter the plant may void refund/replacement opportunity.

Because these are live plants we do not offer lifetime guarantee as proper care falls on the purchaser once the plant is out of our care. However, should your plant arrive damaged or in poor condition please connect with our support team upon arrival so we can make it right!

We do not offer wholesale or bulk discount orders at this time.

Our greenhouse is closed to the public but you can stop by our retail location located at 2322 Edgewater Dr. Orlando FL 32804 open Monday - Tuesday 11am - 5pm, Wednesday - Saturday 10am - 7pm & Sunday 10am - 5pm.

Yes, you may select free local pick up when checking out outline. The pick up location will be our Orlando retail store located at 2322 Edgewater Dr. Orlando FL 32804.

Your plants are carefully wrapped and packed to prevent soil and plants from shifting while in transit. We use biodegradable packing peanuts in our shipments, these can be composted or dissolve in water dispose of them. All plants, unless stated in the description, will arrive in their grow pot.

To keep soil moist and in place, we pack a small layer of sphagnum moss on top of the dirt. Once you’ve received your plant we recommend removing the sphagnum moss.

To best acclimate your plant to its new environment we recommend leaving it in its grow for 2 weeks before repotting.

You can view more info about care tips: here

PROCESSING & SHIPPING

If your order is being shipped with UPS be advised that PO Boxes do not accept packages from private shipping companies such as UPS. Should you ship your order to a PO Box and the item is returned to sender be advised that new postage charges and replacement fees may apply if a new package must be shipped. It is recommended that live plants are shipped to an address that you reside at to avoid plants sitting in the box for extended times after transit.

At this time we only ship within the USA.

Merchandise ONLY orders with free shipping are sent via USPS.

During summer & winter months we offer a shipping insurance add on which to protect your live plant purchase (excluding auction items) from temperature related damage. If you are concerned about shipping issues due to extreme hot or cold weather make sure to select "Shipping Insurance" add on at checkout.

PLEASE BE ADVISED:

Bring your packages inside immediately when experiencing extreme hot or cold weather. We cannot guarantee the health of the plants if left outside for extended period of time.

In winter we recommend added insurance if daily low temperatures are below 50 degrees. Additionally, if you’re experiencing negative temperatures we suggest selecting EXPRESS shipping or holding off on your purchase until it warms up. At the end of the day these are live tropical plants that don’t love icy weather and heat packs only help so much.

During summer we recommend added insurance if daily high temperatures are above 90 degrees. Additionally, if you’re experiencing above 100 degrees we suggest selecting EXPRESS shipping or holding off on your purchase until it cools down to avoid damage.

IT IS NOT ADVISED TO SHIP LIVE TROPICAL PLANTS IN BELOW FREEZING OR ABOVE 100 DEGREE TEMPERATURES. IF YOU HAVE QUESTIONS OR CONCERNS ABOUT THE TEMPERATURE IN YOUR AREA PLEASE CONTACT CUSTOMER SERVICE FOR ASSISTANCE.

Our team is very small and can not guarantee requests to combine separate orders. We will do our best to accommodate this type of request but it is not guaranteed. If an order must be changed for any reason, it can only be requested within 24 hours of placing an order. Changes can not be made outside of the 24 hour window due to our fulfillment timelines.

Contact our support line immediately to update the shipping address before the package is shipped out: support@bwhplantco.com

If you have accidentally shipped your package to the wrong address and the package has already shipped, BWH Plant Co. is not liable for additional shipping or replacement item cost. New postage cost will be the customers responsibility. These situations will be handled on a case by case basis. If plants are returned back to us and are not in good condition to be shipped back out due to extended transit, our team will do it’s best to replace items but we can not guarantee a refund or replacement will be given. Additionally, you can update your address by logging into your UPS My Choice account and requesting an address change.

Due to our rotating inventory we can only accommodate order hold requests for up to a week.