Shipping policy

Please note that during off season months live plant orders are considered Pre-Orders unless otherwise discussed with us before placing the order or noted that the plant will ship during off peak months on the website

 

RETURNS, REPLACEMENTS & REFUNDS POLICIES


Before you buy a plant from us please note:

**If anything arrives in less than good condition, please email us immediately (must be within 24 hours of arrival for a guarantee) and include the following
1. Photos of the item/plants in question.
2. A copy of the packing slip in the box, including the packer's initials in the top corner. Note, they are also on the corner of the outside of the box.  A description or question of what you think arrived in less than normal condition.    Even when packages arrive in 48-72 hours, many plants have a few yellow leaves, especially if the box was positioned lengthwise in the delivery truck against the hot metal. Most aquatic plants cycle through leaves quickly all summer when planted properly, and these leaves need not be removed; let them send any remaining sugar back to the roots to help produce new growth. A yellow leaf is not a disease and will not spread. Our Email Address is PondQuestions@gmail.com. Photos should be JPG or PNG. Do not send videos.

Plants are living things, so we cannot 100% guarantee any plant will thrive in your space. We list where the plant will grow in the plant description below the photos and price. None of our plants grow indoors or should ever be considered houseplants. Note if you have seen a photo of a waterlily in a vase with rocks it was cut just like a rose, it did not grow indoors like that even if a cut leaf is placed next to the flower. That is a staged image and this often confuses customers. Please ask us before ordering if you have questions as to how these plants grow.

We work hard to choose the healthiest plants and give you everything you need to succeed — including detailed care instructions.

But once the plant is delivered to you, we cannot be responsible for its behavior. If you see any signs of distress, please contact us at pondquestions@gmail.com

Above all, make sure you’re ready for plant parenthood. Your plant relies on you to give it healthy living conditions. We’re here to help — and provide answers to your questions — but, at the end of the day, you’re the plant’s guardian. And your plant can’t survive without your love and care.

When choosing a plant, you can also use our Home Plant Guide< or give us a call or send and email asking about the questions on your mind — to make sure you’re choosing the plant that’s right for your space.

Things to know before you buy a plant(s):

  1. Plants are living and perishable, and just like any living things require proper environment and care.
  2. Our job is to choose the healthiest and best looking plant(s) for you. Once a plant is delivered to you it is beyond our control, and we can not be responsible for a plant behavior.
  3. We provide care instructions, in many cases these instructions are very important guidelines and will vary depending slightly on temperature, water temperature, light and the space you will be planting these plants.
  4. All plants go through acclimation period after being delivered and during major season changes. Some leaves might turn yellow or brown, plant might drop some leaves during these periods.
  5. Make sure your plant is acclimated according to our acclimation process guide. Many plants can be acclimated out of the box on the outdoor north side of a home in semi-shade for 2 to 5 days before moving into full sun especially in summer.



    PLANTS RETURN POLICY

    There are no returns on live goods or exceptions to this policy.

     

    PLANTS REPLACEMENT POLICY

      • If your plant(s) or planter(s) arrive damaged, we will replace it free of charge if two conditions are met. 1. Notify us within first 24 hours via email and include photos of the damage or unexpected nature of the plant. Plants are shipped as nursery size plants and not full grown plants as most any nursery sells.
      • If a begins to show signs of stress we implore you to send an email with photos and if necessary give us a call at the first sign of stress. Often we can identify the stressing situation and help reverse it. Waiting until a plant is "dead" after watching it perish over many days is by no means doing us a favor waiting and will not be replaced or refunded if contact has not been made until such a point in time.

    If replacing, we will ship the same plant unless one is not available. If one is not available we may refund you or we may ask if you want to choose the same type of plant or any other type of plant that is available for the existing planter’s shape and color, previously purchased from My City Plants.

    Pick up is not available at this time.

    Non-Living Goods/accessories may be returned up to 30 days from date of purchase.

    Purchaser is responsible for return shipping costs. Shipping fees are non-refundable. Email us first for proper return instructions so they go to the proper location they are to be stored.  

    Returns of used items will not be accepted. 

     

    CANCELATION POLICY

      1. If order is canceled by a customer prior a delivery date, a customer will get a refund minus a small cancellation charge of $15 as of 11/1/2023. We reserve the right to change this amount in the future.
      2. There can be no cancel of order after the end of day the prior business day before shipping. A customer will get a partial refund minus re-stocking fee of 20 percent of the plants cost or a minimum of $15 whichever is more. It takes a lot of time to clean and prepare plants and more time to go back and replant them.

         

        SUBSTITUTION

        Rarely, substitutions of plant or is necessary due to temporary weather and stock availability issues. If this is the case with a plant or planter you’ve selected, Pond Megastore Nurseries will refer to the choice on your online checkout which is defaulted to "substitutes ok" and will substitute items of equal or higher value and as similar in nature to what we cannot provide on the shipment the day of the order.

         

        If you have any questions about your order or a special request please contact us at pondquestions@gmail.com , We will do our best to accommodate your requests.