How can I contact BWH Plant Co?
The best way to connect with our team is to email: support@bwhplantco.com.
Can I return or exchange my online order?
Please be aware, all sales are final once shipped. BWH Plant Co. does not accept returns on any plant purchases. 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 cannot guarantee a change can be made pending where your order is in the fulfillment process.
When will I receive my plants?
Online orders are processed within 3-5 business days. Transit time varies based on shipping method selected at checkout. Typical turnaround time from ordering to delivery at your door is about 2 weeks.
What should I do if my order arrived damaged?
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.
Is there a guarantee on plants?
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!
Does BWH offer wholesale?
We do not offer wholesale or bulk discount orders currently.
I'm local can I visit the BWH Greenhouse?
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.
Do you offer local pick up?
Yes, you may select free local pick up when checking out outline. The pickup location will be our Orlando retail store located at 2322 Edgewater Dr. Orlando FL 32804.
What can I expect when receiving a BWH package?
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.
In Store Shopping
What are the store hours and address?
Our retail location is located at 2322 Edgewater Dr. Orlando FL 32804 open Monday - Tuesday 11am - 5pm, Wednesday - Saturday 10am - 7pm & Sunday 10am - 5pm. Please note that our retail store is NOT connected to the BWH Greenhouse. The greenhouse is closed to the public.
What is the contact information for the retail store?
For questions regarding in store availability or local pick-ups please call our Hourglass Store directly: 407-907-5470 or email support@bwhplantco.com
Can I return or exchange my in-store purchase?
All plants are final sale. No returns or exchanges will be issued for plants. Given the nature of these items, proper care of live plants is the responsibility of the purchaser.
All other non-plant merchandise can be returned for store credit or exchanged within 10 days. Items must be in new condition, unworn, unaltered, and free of damages by the customer.
Do you offer any discounts i.e. Military, Student, Teacher, etc.
Currently, we do not offer any specialty discounts in store or online. We often run various sales though! Keep an eye out for promotional offers to grab the best deals. Sign up for our email notifications or follow us on social media @bwhplantco
How long will my local pick up remain in the store before being canceled?
Orders will be held in store for 3 days, if you do not pick up within the specified timeframe your order will be canceled, and the refund total will incur a 15% restock fee. Should you have delays or issues with your local pick up please contact support@bwhplantco.com as soon as possible.
Weekly Restock
When does the website restock?
Our website restocks with new inventory every Sunday at 6 PM EST. Please note, inventory varies weekly based on availability. You may see an item one week that might not be in stock again.
When will you have ______ plant in stock?
Because inventory changes weekly we are not able to give timelines on when specific items will become available. The best way to keep up with what’s launching on the current restock is subscribe to our email list or to tune into our Instagram story “sneak peek”. The sneak peek is posted every Wednesday afternoon PRIOR to the restock so that customers are aware of any limited/must have items.
Will my items save in my cart while browsing?
Our website does not have the functionality to hold items in the cart while browsing. Many items on our website do sellout quickly. If you're on the hunt for something specific we recommend purchasing.
Can I preorder any items?
Due to high demand of items, we unfortunately cannot offer preorders or waitlists at this time. To keep things as fair as possible all items on the website are first come first serve.
Processing & Shipping
Can I ship to a PO Box?
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.
How long will it take to ship my order?
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.
Shipping during summer & winter temperatures
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.
What do I do if my order is returned to sender?
If your package is returned to sender and needs to be shipped again, BWH Plant Co. will not be liable for additional shipping or replacement item cost. New postage cost will be the customers responsibility. Because these are live plants often times, they will need to be replaced before being shipped again due to declining health after extended transit time. If plants are returned 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 additional postage cost. Our team will do it’s best to replace items, but we cannot 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% replacement fee will still apply).
Rare & Auctioned items will be handled on a case-by-case basis.
If you have just placed your order and notice an error in the shipping address, please contact support@bwhplantco.com immediately.
Can I combine separate orders and have shipping cost refunded?
Our team is very small and cannot 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 cannot be made outside of the 24-hour window due to our fulfillment timelines.
I've shipped my order to the wrong address
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 cannot 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.
Do you ship internationally?
Currently, we only ship within the USA. All packages will ship via UPS except Alaska and Hawaii which will ship via USPS. Merchandise ONLY orders with free shipping are sent via USPS.
