Shipping & Returns
Once you place your order, you’ll receive an email confirmation.
A member of our professional team will then hand-select your plant(s) from our grower network.
We then cue your plant in our shipping line to be meticulously hand packed to ensure your plants arrive in pristine condition. Typically once your plant is put into this cue, it does ship the same business day or the following business day. See below for information on what may constitute a delay in shipment but is not limited to those specified reasons.
We currently ship plants in various sizes. Though we do our best to fit the largest possible plant in the shipping boxes, if your plant exceeds the standard box dimensions, we may trim it accordingly. This will not harm your plant and will, in fact, promote new growth. Please note that plants are not guaranteed to arrive with flowers or fruit even if pictured. Some plants may also drop leaves during transit but will recover with proper conditions.
Currently, we ship anywhere in the continental United States, excluding Alaska and Hawaii.
If we learn the shipping time of your order will be longer than normal, we may hold off shipping until a later day to reduce the time your plant is in transit. For instance, orders in which the shipping interval spans a weekend may be held until the following week. We may also delay shipping due to weather conditions en-route that could damage your plant. e.g., extreme cold or heat. We will notify you should this be the case.
All orders are sent typically via FedEx, UPS, or USPS depending on package size and originate from our South Florida facility.
You’ll receive an email detailing tracking information once your package leaves our facility.
If you live in a colder climate, and the delivery date forecast calls for freezing temperatures, we suggest someone be at your home to collect the plant immediately upon delivery. This will prevent harmful exposure to extreme temperatures.
On delivery day, you’ll receive an email with delivery confirmation. Please note, do not be concerned if you discover your plant has some brown leaves when you open the box. This may occur normally during shipping.
If you have properly cared for your newly purchased plants and you experience a loss during the first 30 days from date of delivery, please contact us detailing your loss, along with images of the plants and your original order number. You must submit 3 images, including an image of the entire plant in its surroundings for a full evaluation.
30 Day Guarantee
Thistle Haus will replace any plant that dies during the first 30 days for free however the customer is responsible for a shipping & handling fee which can vary due to plant size and customer location. Shipping & handling is determined at the time of our 30 Day Guarantee approval process and is based upon the actual cost of shipping to your location. Each plant is eligible for only 1 replacement under this guarantee.
What’s Not Covered?
Plants are living things which may experience some leaf loss, along with a few broken or bent branches during the shipping process. Some plants are known to lose all leaves during shipping but will start to return within 30 days.
Note that some plants may go dormant and will shed all of their leaves. This is a natural process for that plant during colder seasons.
Replacements due to the size of plant are not covered.
What might void my Guarantee?
Fertilizing too soon. Wait at least 2 weeks and make sure your plant is established in it’s new home before fertilizing.
Most plants like to be watered only when the soil is dry to the touch. Succulents and Cacti should be watered even less frequently. Please lookup specific watering instructions for your plants.
Weather Exceptions
In the event that material was damaged due too cold or hot temperatures during shipping, we will hold your replacement order until suitable conditions are met to safely ship your items.
How to start your claim
Send us a message on our Contact Us page. We will open a support ticket and email you directly with a request for you to email us 3 pictures of your plant including at least 1 picture which includes the full plant in its surroundings.
Claims received by Thistle Haus after 30 days of delivery will not be recognized. All claims must be started before the 30 days are up.
What definitely voids my Guarantee?
Transplanting or repotting your plant within 7 days of receiving your plant. During shipping, plants go through some shock and re-planting the plant too soon stresses the plant too much. Wait at least 7 days before repotting or replanting.
Planting your plant in an environment that is not conducive to that plant’s health, i.e., poor soil conditions, wrong light conditions, or outdoors in an area outside of the plants listed hardiness zone.
Any destruction of plants resulting from weather, pets, wildlife, drought, improper application of insecticides or herbicides, fires, floods, or any unnatural cause, etc.
What if My Order Was Damaged in Transit?
In the event that your order is damaged in transit, please let us know within 2 business days of receiving your order. Upon confirmation that your material is damaged due to shipping we will replace your items at free of charge.
*Please do not discard the goods or the original boxing to make your return easier. You will be asked to provide images of the damage to the plants and the condition of the box. Please contact us online with the following information:
Order number (#)
Item name/ Sku Number (both located on your receipt)
Upon initiating a damage claim, we will work hard to get your order replaced as soon as possible.