Help - Policies & FAQ

Most orders currently require approximately 5–15 business days for processing and preparation before shipment or local-courier dispatch. Business days do not include weekends or holidays.

Processing can take longer during high order volume, limited staffing, inventory coordination, holidays, severe weather, unsafe temperatures, or for large and complex orders. Processing time is separate from carrier transit time.

“Unfulfilled” generally means Shopify has not yet marked the order as shipped or completed. The order may still be undergoing inventory coordination, plant inspection, preparation, packing, label creation, or local-courier planning.

If you have not received a shipping, cancellation, or refund confirmation, your order is generally still active in our processing queue. Tracking is sent automatically when shipment is confirmed.

Label created means shipping information has been submitted to the carrier. The package may still be awaiting pickup or its first physical scan. In transit means the carrier has accepted the package and it is moving through the delivery network. Carrier scans can occasionally be delayed or skipped.

We apologize when an order exceeds the normal processing estimate. Use website chat for a quick status check, or email supportdesk@edsplantshop.com with your order number if the issue needs human review.

Please send one detailed message rather than opening several conversations through different channels. Duplicate tickets can slow review.

No. We cannot guarantee an exact shipment or delivery date. Live-plant readiness, inventory, weather, courier availability, and carrier transit can all change. Please allow for the full processing window plus transit time when an order is time-sensitive.

You may request cancellation before shipment, but cancellation is not guaranteed. Requests are reviewed based on fulfillment status, packing progress, inventory already sourced or allocated, and any courier or shipping preparation already underway.

Email supportdesk@edsplantshop.com with your order number. Do not consider an order canceled until you receive a cancellation confirmation.

Address changes are time-sensitive and cannot be guaranteed. Contact us as soon as possible and include your order number, recipient name, complete corrected address, apartment or unit number, working phone number, and any building-access instructions.

An address generally cannot be changed after the order has entered carrier or courier processing.

Yes. Eligible customers may see Local Delivery at checkout. Availability depends on the delivery address, products ordered, inventory readiness, courier availability, route requirements, and current operating capacity.

Local-delivery orders still require the normal 5–15 business-day processing and preparation window. Local Delivery does not automatically mean same-day or next-day service.

See our NYC plant delivery guide for more information.

We use Uber Courier for many eligible NYC deliveries, although another local courier may sometimes be used depending on the order, route, or availability. When supported, Uber may send delivery updates or a tracking link by text.

Courier arrival times are estimates rather than guaranteed appointments. Traffic, weather, parking, route changes, and building access can affect timing.

Provide the recipient’s full name, complete street address, apartment or unit number, a working mobile phone number, and any door code, buzzer, doorman, gate, service-entrance, or other access instructions.

Incorrect or incomplete information, an unavailable recipient, denied access, or inability to contact the recipient can lead to delivery failure or additional redelivery costs.

No. Ed’s Plant Shop is online-only and does not offer local pickup, warehouse pickup, walk-in order collection, or informal pickup arrangements.

No. Flower Daddy is a separate retail partner and cannot release, return, exchange, refund, or service online Ed’s Plant Shop orders.

A rotating selection of Ed’s plants may be available for in-person purchase at Flower Daddy, 539 Metropolitan Avenue, Brooklyn, NY 11211. See our Flower Daddy Williamsburg page for details.

Not necessarily. Live plants can show temporary shipping and acclimation stress after time in a dark box and changes in temperature or humidity. Mild drooping, limited yellowing, minor leaf loss, cosmetic marks, bent foliage, or shifted soil can occur during transit.

Unpack the plant promptly, check the soil before watering, and place it in stable, appropriate light away from heaters, air conditioners, and cold drafts. Avoid immediate fertilizing or unnecessary repotting.

Severe freezing, mushy tissue, extensive rot, major breakage, or a plant showing no reasonable signs of viability should be reported rather than treated as ordinary shipping stress. Each claim is reviewed using photographs and the circumstances of delivery.

Report delivery damage within 48 hours of delivery by emailing supportdesk@edsplantshop.com.

Include your order number, a photo of the entire plant or product, close-ups of the damage, the pot and soil when relevant, and photographs of the shipping box and internal packaging. Keep the item and packaging until review is complete.

Heat packs are recommended when temperatures along the shipping route may fall below approximately 32°F. Heat packs and insulation can reduce cold exposure but cannot eliminate all weather-related risk. We may delay shipment when holding an order is safer for the plant.

Shop heat packs for plant orders.

Eligible small plants may qualify for our 15-Day Plant Health Guarantee. Large plants have a shorter claim window and should be inspected immediately after delivery. Coverage applies to qualifying severe and irreversible decline, not ordinary acclimation, minor cosmetic damage, improper care, environmental conditions, or damage caused after delivery.

Review the complete terms on our Refund & Returns Policy.

No. Live plants are not eligible for ordinary change-of-mind returns. Qualifying arrival damage and plant-health concerns may be covered through the applicable claim window or Plant Health Guarantee.

Eligible non-plant products may be returned within 30 days of delivery with prior approval. Approved returns generally must be unused, in original condition, and in original packaging. A 15% restocking fee applies, and the customer is responsible for return shipping unless otherwise confirmed.

Do not send a return without authorization. Review the full Refund & Returns Policy first.

First check the packing materials carefully and confirm whether the order was divided into multiple shipments. If an item is still missing or incorrect, email supportdesk@edsplantshop.com with your order number, the item name, photographs of everything received, and photographs of the packaging.

Use website chat for routine questions about order status, processing, tracking, delivery, policies, products, or plant care. Email supportdesk@edsplantshop.com when your concern requires photographs, documentation, investigation, or manual review.

Include your order number when contacting us about an existing order. Human response times can be longer during weekends, severe weather, seasonal demand, or periods of high order volume.

We do not currently offer live telephone support. Website chat and email allow order details, tracking information, photographs, and resolutions to stay together in writing.