Refund policy

Shipping Policy

We generally try to ship within 5 days of the order date. Sometimes there can be a longer delay with plants depending on when they were last watered and how long they have had to dry before shipping.

-3 Day UPS or USPS Priority packages will go out Monday and Tuesday.

-Next Day and 2 Day shipping can go out Monday through Wednesday. If you want your package shipped on a different day of the week please contact us by email at cteponline@gmail.com We would be happy to try to accommodate your request the best that we can. Please keep in mind UPS has no Saturday delivery without extra rate charges.

Summer Shipping-For those who are worried about the heat, if you would like you can have your packages held at your local air-conditioned UPS or USPS store for pickup. Once you receive a tracking number you can make a delivery exception on the tracking page. 

Winter Shipping-We do have insulation free of charge to all northern states with cold weather. Heat Packs are available and recommended for use with expedited shipping in temperatures under 40 but above 30 degrees. Anything colder and the heat pack can shut down making it useless.                                               

Damages and issues

We do use great care in the packing of our plants and products however handling during shipping can cause packaging contents to settle which could cause minor damage including some soil and/or leaf loss or damage. Please understand this is out of our control and the risk taken when having plants shipped.

We ship most plants fairly dry because they do not uptake water in a dark box. Our suggestion upon receipt is to water thoroughly if soil is dry and set them where you intend to keep them to acclimate for a couple weeks.

In efforts to keep our business sustainable and reduce our footprint please be aware that we do reuse pots, boxes and packaging materials.

Once the package has left our facility shipping damage is out of our control.

If you are unsatisfied please contact us within 2 hours of receipt with reason, photos and/or video of unboxed items. Please do not remove plants from pots. Removing plants from the pots will void the return policy.         

To start a return, you can contact us at cteponline@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Cancelled orders will be assessed a 15% restocking fee.

You can always contact us for any question at cteponline@gmail.com or hit the CHAT button in the bottom right hand corner of the website.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return. Plants returned with missing leaves, nodes, roots or that have been removed from the original pot will not be refunded. Once the refund has been approved, your refund will automatically apply to your original payment method. Please remember it can take a few days for your bank or credit card company to process and post the refund.