Return Policy

Returns & Refunds

Because Grassroots Herb Supply & Exotics offers both shelf-stable botanical products and live plants, our return and refund policies vary by product type. Please review the applicable policy below.

🌿 Grassroots Herb Supply

Returns

We accept eligible returns within 30 days of delivery. If more than 30 days have passed since your order was delivered, we are unable to offer a return, refund, or exchange.

To be eligible for a return, items must be unused, unopened, and in the same condition in which they were received. Products must remain sealed in their original packaging.

If your item meets these requirements, please contact us within 30 days of delivery at support@grassrootsherbsupply.com for return authorization and instructions. Return shipping costs are the responsibility of the customer unless the return is due to an error on our behalf.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original method of payment. Please allow 5–7 business days for the refund to be processed after approval. Additional processing time may be required by your bank or financial institution.

Original shipping charges are non-refundable unless the return is due to an error on our behalf.

Damaged or Incorrect Items

If you receive an incorrect, defective, or damaged item, please contact us at support@grassrootsherbsupply.com so we can make it right.

🪴 Grassroots Exotics — Live Plants

Live Plant Sales Are Final

Due to the perishable and sensitive nature of live plants, we do not accept returns or exchanges on live plants.

Every plant is unique, and natural variations in leaf count, size, shape, coloration, pattern, and overall appearance are expected unless the listing specifically states that the exact plant pictured is the plant being purchased.

Minor cosmetic imperfections and temporary shipping stress—including slight drooping, bent leaves, minor leaf damage, or the loss of an older leaf—can occur during transit and do not necessarily indicate an unhealthy plant.

🌱 The Grassroots Guarantee

We promise that every plant will arrive in good condition or we'll make it right—that's our Grassroots Guarantee.

If your plant arrives significantly damaged or in poor condition, please contact us at support@grassrootsherbsupply.com within 24 hours of carrier-confirmed delivery. The 24-hour Grassroots Guarantee claim period begins at the time of carrier-confirmed delivery, regardless of when the package is retrieved or opened.

Please include:
Your order number
Clear photographs of the entire plant
Close-up photographs of the damage
Photographs of the shipping box and packaging

Please do not discard the plant or packaging until we have reviewed your claim.

When a claim qualifies under the Grassroots Guarantee, we may offer a replacement or refund, depending on availability and the circumstances of the order.

The Grassroots Guarantee covers the condition of your plant at the time of delivery. It does not cover damage or decline resulting from improper care, repotting, overwatering or underwatering, pests acquired after delivery, environmental conditions, failure to retrieve a delivered package promptly, or other circumstances occurring after delivery.

❄️ Weather-Related Damage

When the average daytime temperature at the delivery destination is below 50°F, Cold Weather Protection is strongly recommended.

Temperature-related damage is not covered by the Grassroots Guarantee when Cold Weather Protection is recommended but declined.

Customers are responsible for monitoring local weather conditions and retrieving live plant shipments promptly after delivery.

📦 Return Shipping

For eligible Grassroots Herb Supply returns, customers are responsible for return shipping costs unless an error was made on our behalf.

We strongly recommend using a trackable shipping service such as USPS or UPS. Optional shipping insurance may be purchased at the customer's discretion. Grassroots Herb Supply & Exotics is not responsible for returned packages that are lost or damaged in transit.

Shipping charges are non-refundable unless an error was made on our behalf.

📍 Delivered Packages

All orders are shipped with tracking so that both the customer and Grassroots Herb Supply & Exotics have confirmation of the shipment's delivery status.

Orders marked as delivered by the shipping carrier are considered successfully delivered and are not eligible for replacement or refund due to non-receipt.

If your tracking information shows that your package was delivered but you are unable to locate it, we recommend checking with other members of your household, neighbors, your property's mailroom or parcel area, and contacting the shipping carrier directly. In some cases, carriers may mark packages as delivered shortly before the package is physically delivered.

Grassroots Herb Supply & Exotics is not responsible for packages that are lost or stolen after carrier-confirmed delivery.