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Help - Policies & FAQ

Answers to Common Questions

Are you open to the public?

We sure are! You can come visit us in person:

Tuesday - Thursday from 11am-7pm

Our plant studio is located in East Williamsburg, Brooklyn. Our address is 174 Bogart Street, Suite 207, Brooklyn NY 11206.  When you arrive, please use the keypad to ring Suite 207 on the keypad to be buzzed in. You can also schedule a Local Pickup during checkout and come in to browse our studio then, or contact us at support@edsplantshop.com with any questions.
Do you offer in-person pickup?
Yes! You can schedule a Local Pickup during checkout to place your order online in advance.
I noticed an issue with my order and I selected delivery but was charged shipping. What should I do? 

We are aware that there has been a sneaky glitch in our checkout process that has caused in-store pickup to glitch and charge shipping as well. We're working to get to the bottom of this issue and do apologize that! Please connect with us right away and we'll happily refund you the shipping charges and arrange for a pickup date. 

Do you take requests or special orders?
Yes! Please contact us at support@edsplantshop.com with your request and we will do our best to meet your plant or design needs.
Do you sell outdoor plants?
We have a large selection of evergreens and outdoor flowering plants available -- these items are not listed on our website. Please contact us at support@edsplantshop.com for availability.
What is your Plant Health Guarantee?
All of our small plants (8" nursery pots and below) are covered under our 15 Day Plant Health Guarantee.* If the plant’s health declines beyond repair within 15 days of the date your order was received through no fault of your own, we will provide a store credit or refund. Terms and conditions apply. Please see our Refund Policy* for more information.
Plants must be inspected by a shop keeper before any adjustment can be made, so please refrain from throwing them out.
Will my plant look like the pictures on the website?
We work hard to ensure the plants pictured on the website resemble the plant you will receive. However, naturally -- no two plants are alike, and yours will have its own unique shape, size and personality; please expect this natural variation from the photos. If you have a question about our current stock, contact us at support@edsplantshop.com and we will assist you.
When will my Local Delivery order arrive?

When placing an order for local delivery, you select the date and time of delivery using the drop-drown menu during checkout. After your order is placed, we will prepare your order and schedule the delivery within the time window requested. If you placed an order for Local Delivery, you will receive real-time SMS notifications when your order is out for delivery. If you have any questions on the status of your order, please email us at support@edsplantshop.com.

How do I check the status of my order and track my shipment?
When you place an order through our website you will receive a confirmation email that contains a link to your order status page. There you will see real-time updates and tracking information on your order. 
When will my order ship?
Most orders ship (leave our facility) within 5-8 business days.* We package and ship Monday through Wednesday, so if you place an order Thursday-Sunday, the order will not be packaged until then.
We monitor the weather to the best of our ability and if severe weather or carrier delays are anticipated we will hold your shipment and contact you. If you have any questions on the status of your order, please check your tracking number or email us at support@edsplantshop.com. 
What is your return policy?
Please see our Refund Policy for more information. We do charge a 15% restock fee for all products that are returned free of damage. 
My order arrived damaged. Now what?
We are sorry! Ship happens, right? Please contact us at support@edsplantshop.com with proof of photo and we will assist you. Do not discard the plants until you have connected with one of our team.
Do you ship outside the USA?
We do not ship plant material outside the USA at this time. We do, however, ship our super cool accessories outside of the country! 
What should I do when my plant order arrives?
Please see our guide to unboxing your plant delivery.
The weather is getting cold, what should I do to make sure my plants arrive safe?
We understand that shipping houseplants in the winter might be slightly concerning, especially in areas where the temperatures dip down into the single digits! We offer heat packs that will help keep your purchase toasty warm during their adventure to your doorstep. Please choose a heat pack that fits into your shipping time frame. Visit our heat packs here.
I have a plant care question. Can someone help?
Sure! Please email your question to support@edsplantshop.com and we will do our best to assist you. For a faster response, please include pictures in good lighting or a short video clip detailing the issue.
Do you provide interior and exterior design services?
Yes! Please email us at support@edsplantshop.com to request a consultation.