Help - Policies & FAQ

For the fastest assistance, open the AI chat assistant using the chat icon on our website.

The assistant can help explain available order information, processing status, tracking, delivery, and common policy questions.

Have your order number and the email address used at checkout ready. You will also receive an automatic confirmation email when tracking or confirmed local-delivery information becomes available.

"Unfulfilled" generally means that Shopify has not yet marked the order as shipped or completed.

An unfulfilled order may still be undergoing inventory coordination, plant inspection, preparation, packing, label creation, or local-courier planning.

Shopify may continue to display an order as unfulfilled even after internal preparation has begun.

Label created means that shipping information has been submitted to the carrier. The package may still be awaiting pickup or its first physical carrier scan.

In transit means that the carrier has accepted the package and it is moving through the delivery network.

Carrier scans can occasionally be delayed or skipped. Tracking may not update at every stop.

If you have not received a shipping, cancellation, or refund confirmation, your order is generally still active and in our processing queue.

Tracking is sent automatically when shipment is confirmed. There is no need to contact us only to request a tracking number that has not yet been created.

You can use the AI chat assistant to check available order information.

Most orders currently require approximately 10-15 business days for processing and preparation before shipment. Business days do not include weekends or holidays.

Ed's Plant Shop is currently operated by a very small team managing plant care, inventory, order preparation, fulfillment, and customer support.

Processing may occasionally extend beyond 15 business days during periods of:

• High order volume or limited staffing
• Inventory sourcing or coordination
• Holidays and seasonal demand
• Severe heat, cold, or weather disruptions
• Shipping holds intended to protect live plants
• Large, complex, or multi-item orders

Processing time is separate from carrier transit time. You will receive a shipping confirmation email with tracking when your order ships.

If you have not received a shipping confirmation email, your order is generally still active and in our processing queue.

An order should not be considered late while it remains within the stated 10-15-business-day processing window.

Use the AI chat assistant for the fastest available order-status information. Tracking is emailed automatically once shipment is confirmed.

We sincerely apologize if your order has exceeded our normal processing estimate.

Delays can occur because of limited staffing, high order volume, inventory coordination, weather, extreme temperatures, or live-plant shipping considerations.

An unshipped order generally remains active unless you receive a separate cancellation or refund confirmation.

1. Use the AI chat assistant to check the available order information.
2. If the assistant cannot resolve the issue, email support@edsplantshop.com with your order number.
3. Send one detailed message rather than opening several conversations through different channels.

Human responses may take approximately 72 hours and may take longer during weekends, severe weather, seasonal demand, or periods of unusually high volume.

We cannot guarantee an exact shipment or delivery date.

Processing, live-plant readiness, weather, courier availability, and carrier transit are all subject to change.

Please do not place a time-sensitive order unless the full processing window and possible carrier delays will still meet your needs.

Tracking may show "label created" before the carrier completes its first physical scan.

A label does not necessarily mean that the carrier has already scanned or accepted the package. Carrier updates may also be delayed while a package is awaiting pickup or moving between facilities.

Please allow time for the first carrier scan. If tracking remains unchanged for an extended period after carrier acceptance, use the AI assistant or contact support for review.

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.

Shopify may still display an order as unfulfilled even after internal preparation has begun.

Once an order has been fulfilled, shipped, delivered, or entered final carrier or courier processing, it can no longer be canceled before arrival.

Email support@edsplantshop.com with your order number to request manual review. 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, ideally within two hours of placing the order.

Please include:

• Your order number
• The recipient's full name
• The complete street address
• Apartment, suite, floor, or unit number
• City, state, and ZIP code
• A working telephone number
• Building-access instructions when applicable

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

Do not consider the address updated until our team confirms the change.

Yes. Eligible customers may see Local Delivery as an option during checkout.

Availability and pricing depend on the delivery address, products ordered, inventory readiness, courier availability, route requirements, and our current operating capacity.

Local delivery orders still require approximately 10-15 business days for processing and preparation. Local Delivery does not automatically mean same-day or next-day service.

We currently use Uber Courier for many eligible NYC deliveries. Another local courier may occasionally be used depending on order size, route, availability, or delivery requirements.

When supported, Uber may send delivery updates or a tracking link by text message. Traditional UPS or USPS tracking may not be available for local courier orders.

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

Please provide a working mobile phone number and remain available while the delivery is in progress.

Please provide:

• The recipient's full name
• The complete street address
• The correct apartment, suite, floor, or unit number
• A working mobile phone number
• Door code, buzzer, doorman, gate, or access details
• Helpful delivery instructions when necessary

If a courier cannot complete delivery because of incorrect or incomplete information, an unavailable recipient, denied building access, or an inability to contact the recipient, additional courier or redelivery fees may apply.

No. Ed's Plant Shop does not currently offer local pickup, warehouse pickup, informal pickup arrangements, or walk-in order collection.

Available fulfillment options are nationwide shipping and eligible NYC local delivery.

Ed's Plant Shop is online-only and does not maintain a public storefront, showroom, or warehouse for customer visits.

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A curated, rotating selection of Ed's Plant Shop plants may occasionally be available for in-person purchase through our retail partner:

Flower Daddy
539 Metropolitan Avenue
Brooklyn, NY 11211

Flower Daddy is a separate retail location. Online Ed's Plant Shop orders cannot be picked up, released, returned, exchanged, or serviced there.

In-store inventory changes frequently, so the availability of any specific plant, size, or variety is not guaranteed.

Not necessarily. Live plants may show temporary shipping and acclimation stress after spending time in a dark box and moving between different temperatures and environments.

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Temporary symptoms may include:

• Mild drooping or wilting
• One or two yellowing leaves
• Minor leaf loss
• Small cosmetic marks or tears
• Bent foliage
• Shifted or spilled soil

Unpack the plant promptly, check the soil before watering, and place it in stable, appropriate indirect light away from heaters, air conditioners, and cold drafts.

Avoid immediately fertilizing or repotting unless the pot or root system has been seriously disrupted.

Freezing, mushy tissue, extensive rot, major breakage, or severe decline should be reported rather than treated as ordinary shipping stress.

A dead-on-arrival concern generally involves a plant showing severe and irreversible damage or no reasonable signs of viability when delivered.

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Minor cosmetic damage, limited leaf loss, temporary drooping, dormancy, or ordinary acclimation stress does not automatically mean that a plant is dead.

Each concern is reviewed using photographs of the entire plant, affected areas, soil, pot, and shipping packaging.

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

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Please include everything in one message whenever possible:

• Your order number
• A photograph of the entire plant or product
• Close-up photographs of the damaged area
• A photograph of the soil, pot, and base of the plant when relevant
• Photographs of the shipping box and internal packaging
• A brief description of the problem

Keep the plant, item, packaging, and shipping box until our team has reviewed the claim and provided next steps.

Please do not discard, repot, extensively prune, or otherwise alter the plant before review unless immediate action is necessary to prevent further damage.

Heat packs are recommended when temperatures along the shipping route may fall below approximately 32 degrees Fahrenheit.

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Heat packs and insulation can help reduce cold exposure, but they cannot eliminate all weather-related risk or guarantee that cosmetic cold stress will not occur.

We may delay shipment during dangerous temperatures when holding the order is safer for the plant.

Shop heat packs for plant orders.

Eligible small plants in nursery pots measuring 8 inches and below are covered by our 15-Day Plant Health Guarantee.

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Eligible large plants in nursery pots measuring 10 inches and above must be inspected and any concern reported within 48 hours of delivery.

The guarantee applies to qualifying severe and irreversible decline. It does not cover normal acclimation, minor cosmetic damage, improper care, environmental conditions, neglect, or damage caused after delivery.

Repotting an eligible small plant during the 15-day guarantee period may void coverage because it can make the cause of decline difficult to determine.

Approved small-plant health claims are generally resolved with store credit under the terms of the policy. Delivery and shipping charges are non-refundable.

Review the complete terms in our Refund & Returns Policy.

Live plants are not eligible for ordinary change-of-mind returns.

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Qualifying arrival damage and plant-health concerns may be covered through the applicable claim window or Plant Health Guarantee.

A plant-health claim is different from a standard merchandise return. Claims require photographs, order information, and a description of the plant's condition and care.

Eligible non-plant products may be returned within 30 days of delivery with prior approval.

Approved returns must generally be unused, in their original condition, and in the 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 before submitting a request.

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 support@edsplantshop.com with:

• Your order number
• The name of the missing or incorrect item
• Photographs of everything received
• Photographs of the packaging

For the fastest assistance, use the AI chat assistant on our website.

The assistant can help with common:

• Order-status questions
• Processing and delivery information
• Tracking questions
• Shipping and return policies
• Product questions
• Plant-care guidance

Email support@edsplantshop.com when your concern requires photographs, documentation, investigation, or manual review.

Include your order number when contacting us about an existing order.

Ed's Plant Shop is currently operated by a very small team, so human replies may take approximately 72 hours and may take longer during weekends, severe weather, seasonal demand, or unusually high order volume.

Sending several messages about the same issue may create duplicate conversations. One detailed message containing all relevant information and photographs is the fastest way for us to review your request.

We do not currently offer live telephone support.

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Website chat and email allow us to keep order details, tracking information, photographs, and resolutions together in writing.

Use the AI assistant for immediate self-service help or email support@edsplantshop.com when human review is required.