Shipping policy
Shipping Policy
Overview
We specialize in shipping live plants and plant-related products with the utmost care to ensure your plants arrive healthy and ready to thrive. Our shipping methods are carefully selected based on the type of product, destination, and seasonal conditions to provide the best possible delivery experience.
Shipping Methods
Live Plants - Standard Shipping
Primary Carrier: Purolator
- Our preferred shipping method for live plants
- Reliable delivery times with excellent plant care handling
- Available to most destinations across our service area
Alternative Carriers: UPS/FedEx
- Used when Purolator service is not available at your destination
- Ensures we can reach customers in all locations
- Same care standards applied regardless of carrier
Ground Shipping
- Available for most plant shipments
- We strategically select the earliest ship-out day to minimize total delivery time
- Prevents plants from sitting in warehouses for extended periods
Hardy Plants and Goods
Canada Post Flat Rate Box
- Used primarily for goods and extra hardy plants
- Cost-effective shipping option for non-sensitive items
- Reliable delivery for products that can withstand longer transit times
Winter Shipping - Special Procedures
Cold Weather Protection
Purolator Express Only
- During winter months, live plants are shipped exclusively via Purolator Express
- Faster delivery times reduce cold exposure risk
- Express service ensures priority handling in cold conditions
Protective Packaging
- All winter plant shipments include thermal Styrofoam boxes
- Heat packs are added when temperatures require additional protection
- Packaging is customized based on current weather conditions and forecast
Temperature Monitoring
- We monitor weather conditions at both origin and destination
- Shipments may be delayed if extreme cold poses risk to plant health
- Your plants' safety is our top priority
Delivery Instructions & Customer Responsibilities
Protecting Your Plants During Delivery
Be Present for Delivery**
- We strongly recommend being home when your plants arrive
- Avoid letting packages sit in direct sunlight or cold temperatures
- Immediate retrieval ensures optimal plant condition upon arrival
Alternative Pickup Options
- If you cannot be home, request pickup at the Purolator hub in the order comments
- Hub pickup prevents weather exposure and ensures secure handling
- Pickup locations are convenient and maintain proper storage conditions
Building Deliveries
- For buildings without front desk or reception, please provide:
- Buzzer number in order comments
- Contact phone number for delivery coordination
- This ensures successful delivery without delays or weather exposure
Customer Service & Plant Guarantee
Dead on Arrival (DOA) Policy
Don't Panic - We're Here to Help
- If your plants arrive damaged or dead, please contact us immediately
- We understand that shipping live plants involves inherent risks
- Every situation is handled with care and understanding
Our Commitment to You
- We view every customer as a friend and value your business
- We will work together to find a solution that makes things right
- Options may include replacement, refund, or store credit depending on circumstances
Reporting Process
- Contact us upon receiving your plants with photos of any affected plants
- Include your order number and delivery details
- We will respond promptly to resolve the issue
Our Promise
We are committed to your success with plants and will go above and beyond to ensure your satisfaction. Your trust in us is valued, and we stand behind every shipment with genuine care and support.