At Tulsi Grove, we ship living plants, not warehouse goods. Our goal is to send healthy, well-rooted plants and to handle genuine arrival issues fairly, consistently, and with clear documentation.
Live plant arrival window
Plants are covered by a limited arrive-alive policy for the first 24 hours after carrier-marked delivery. If there is a problem with the plant as received, please contact us within 24 hours of delivery.
What must be provided
To review an arrival issue, we need photos that clearly show:
- the plant as received
- the original packaging
- the shipping label
The plant must not be trimmed, repotted, staged, repositioned, divided, propagated from, or otherwise altered before contacting us. Once the plant has been changed, we can no longer evaluate its arrival condition.
Shipping stress is normal
Plants may arrive adjusting after transit. Temporary yellowing, wilting, leaf softening, leaf drop, minor discoloration, darkening of leaves or stems, loss of flowers, loss of fruit, a broken leaf, or minor branch damage may occur during shipping.
These signs are not automatically cause for refund or replacement. A well-rooted plant can recover quickly with proper light, watering, warmth, and acclimation.
Severe arrival issues
If your plant arrives dead or with severe shipping damage, please contact us within 24 hours of delivery with the required photos. We review arrival issues based on the plant’s condition as delivered, including the root system, growing tip, packaging, and shipping circumstances.
No returns or exchanges for live plants
Due to agricultural regulations and nursery sanitation standards, live plants cannot be returned or exchanged once they leave our facility. Plants cannot be reintroduced into the nursery after exposure to outside conditions.
Resolution options
When all documentation requirements are met and Tulsi Grove determines that a covered arrival issue occurred, resolution is limited to one of the following, at our discretion:
- a one-time replacement, if the item is in stock
- a refund for the merchandise cost
- store credit for the merchandise cost
Shipping fees are non-refundable. Cold weather upgrades, heat packs, faster shipping upgrades, and other shipping-related charges are also non-refundable.
If a replacement is approved, replacement shipping may be billed separately unless Tulsi Grove chooses otherwise.
Partial plants, cuttings, and altered plants
No refunds, replacements, or store credits will be issued for plants that have been cut, trimmed, divided, propagated from, repotted, staged, or otherwise altered before review. This includes returns of partial plants, cuttings, or plants from which cuttings have been taken. No exceptions.
Representative photos and natural variation
Photos on our website are representative of the plant variety and general size range. The plant you receive will be similar in size and appearance to the representative photos, but it will not be the exact plant shown unless specifically stated.
No two live plants are identical. Natural variation in size, shape, leaf color, branching, fullness, stem color, and growth habit is expected. These differences are not considered “not as described” when the plant is healthy, correctly identified, and within the stated starter-plant size range.
What is not covered
The following are not covered by the arrive-alive policy:
- cosmetic shipping stress
- minor leaf drop, yellowing, wilting, or softening after transit
- minor damage to leaves, stems, flowers, fruit, or branches
- loss of blooms, buds, flowers, or fruit during shipping
- differences from representative photos caused by natural plant variation
- buyer delay in opening the package or reporting an issue
- damage caused by cold, heat, weather, or carrier delay when appropriate protection was declined
- plants altered before review
- aftercare issues, including improper light, watering, temperature, humidity, or acclimation
- growth rate, future survival, flowering, fruiting, fragrance, color intensity, or long-term performance
Cold weather shipping
Live plants are sensitive to cold. When destination or transit temperatures are below 55°F, cold protection and faster shipping may be required. If cold protection is declined under these conditions, the order ships at the buyer’s risk and arrival coverage may be void.
Buyer responsibility after arrival
After delivery, plant care becomes the buyer’s responsibility. Plants require proper light, temperature, watering, and acclimation. Please open the package promptly, avoid repotting immediately unless necessary, and allow the plant time to recover from shipping.
Restricted states and rerouting
We currently ship within the contiguous United States only and do not ship to AZ, HI, or AK. Orders intended to bypass agricultural restrictions, including alternate delivery addresses or rerouting to restricted states, cannot be fulfilled.
Communication first
If there is an issue, please contact us first with the required photos so we can review the plant in its original arrival condition. Public reviews, delayed messages, or photos taken after the plant has been changed do not replace the documentation requirements above.
Our goal is simple: healthy plants, clear expectations, and a fair process for genuine arrival issues.