SHIPPING DELAYS DURING COVID-19:
Due to the current pandemic, we are noticing carrier delays with the USPS PRIORITY SHIPPING option. If your order has not updated with tracking information please do not panic, it is very likely en route but the carrier has failed to update the package information. As a company we have put policies in place to ensure our customers receive their orders. If your package has not been delivered within 2 weeks (14 days) of shipping, BWH Plant Co. will consider it lost and ship out a replacement (if items are available) or refund the items. Please continue to reference the order tracking information, our team is not able to provide additional information than what you see on your end. Once the 14 day timeline has been met, connect back with us so we can get you a replacement.
LOST/STOLEN AFTER DELIVERY
Packages marked as delivered by carrier, but are not received are the customer's responsibility to track. BWH Plant Co. is not liable for packages once they are delivered by the carrier. If your item has been lost or stolen after delivery please contact your local post office or visit the links provided below as we are not able to track the parcel down on our end.
File a claim https://www.usps.com/help/claims.htm
Track your package https://www.usps.com/manage/welcome.htm
INCORRECTLY ADDRESSED PACKAGES
If you have accidentally shipped your package to the wrong address 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 a 25% replacement fee will be added to the postage cost. Our team will do it’s best to replace items but we can not guarantee items will always be available for replacement as our inventory changes weekly. Refund options will also be available in the form of shop credit (the 25% fee will still apply).
RETURNS & REFUNDS
Please be aware, all sales are final. Due to the limited availability and weekly change in inventory offered, we do not accept returns or cancelations after an order is placed. However, if your plant arrives damaged or in poor condition please contact us within 48 hours of delivery email@example.com. If possible please include any photo or video of the issue at hand so our team can best assess and quickly handle any problems that may arise.