At Nature Garden Store, we are dedicated to bringing the joy and beauty of gardening right to your doorstep. We understand the excitement of receiving new plants and the importance of them arriving healthy and ready to thrive. Our policies are designed with the same care and transparency we apply to nurturing our plants.

Shipping Information

We are proud to ship our plants and gardening supplies globally, excluding only parts of Asia and a few remote regions.

Order Processing

Please allow 1-2 business days for us to carefully select, package, and prepare your order for shipment. We handle every plant with extreme care to ensure it arrives in the best possible condition.

Shipping Methods & Delivery Times

We offer two reliable shipping options to meet your needs:

  • Standard Shipping (DHL or FedEx): $12.95 flat rate. Your order will be delivered within 10-15 business days after it leaves our facility. This is our recommended method for faster, tracked delivery.
  • Free Shipping (EMS): Available on all orders over $50. Your order will be delivered within 15-25 business days after it leaves our facility. A tracking number will be provided.

Please note that these are estimated transit times. Extreme weather conditions or customs delays may occasionally impact delivery.

Returns & Exchanges Policy

Your satisfaction is our priority. We gladly accept returns and exchanges for most non-plant items within 15 days of your receipt of the shipment.

⚠️ Important Note on Live Plants

Due to their perishable nature and to protect the health of all our customers’ gardens, all live plants, trees, and shrubs are typically non-returnable. This includes every item in our menu, such as:

  • Air Purifying House Plants & Carefree House Plants
  • Fruit Trees (Apple, Avocado, Banana, Cherry, Citrus)
  • Shrubs & Bushes (Azalea, Barberry, Blackberry, Blueberry, Boxwood, Camellia)
  • Vines & Other Flora (Bougainvillea, Clematis, Cedars, Cherry Blossom Trees)
  • All Patio Plants (Cold Hardy and Colorful)

We can only replace a plant if it arrives dead, significantly damaged, or if we sent the incorrect variety. A clear photograph must be provided for our assessment. This policy helps prevent the potential spread of pests or diseases between gardens.

How to Initiate a Return or Exchange

To start a return or exchange for an eligible item, please follow these steps:

  1. Contact Us: Within 15 days of receiving your order, email our customer care team at [email protected]. Please include your order number and details about the product.
  2. Provide Information: For non-returnable items like plants that arrived dead/damaged, you must include clear photographic evidence in your first email.
  3. Wait for Instructions: Our team will review your request and provide you with a Return Merchandise Authorization (RMA) number and specific return instructions if approved. Please do not send anything back without an RMA number.
  4. Ship the Item: For eligible, non-plant items, securely package the item using its original packaging and mail it to the address we provide. The customer is responsible for return shipping costs unless the return is due to our error.

Email Template for Your Request

To make the process easier, you can use this template for your email:

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

Body:
Dear Nature Garden Store Team,

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

The item I wish to [return/exchange] is: [Product Name and Quantity].

Reason for request: [Please provide a detailed reason, e.g., “item damaged upon arrival,” “incorrect item received,” etc.]

For plant issues, I have attached photographs of the plant(s) as received for your assessment.

Please advise on the next steps at your earliest convenience.

Thank you,
[Your Full Name]
[Your Phone Number]

Refunds

Once your return is received and inspected (for eligible items), we will send you an email notification.

  • Timing: If approved, your refund will be processed within 5 business days. A credit will automatically be applied to your original method of payment.
  • Method:
    • Credit/Debit Card (Visa, MasterCard, JCB) & PayPal: The refund will be issued back to the original payment method. The time it takes for the refund to appear on your statement depends on your card issuer’s or PayPal’s policies, but it typically takes 5-10 business days after we process it.

Please note that the original cost of standard shipping is non-refundable. If you received free shipping, the value of the discounted shipping may be deducted from your refund.

Exchanges

We only replace items if they are defective, damaged, or if we sent the wrong item. If you need to exchange it for the same item, please contact us at [email protected] using the template provided above.

Questions?

If you have any questions about our Shipping or Returns & Exchanges policy, please don’t hesitate to contact our friendly customer care team. We’re here to help your garden grow!

Email: [email protected]
Address: 62 Harry Place, SEATTLE, US 98101