Refund policy
Return & Refund Policy
At Iron Roots, we take care in packing and shipping every order, with special attention given to live plants and the realities of transit. Because live plants are perishable and can decline quickly once shipped, all sales are considered final unless a qualifying Live Arrival Guarantee claim is approved.
All Sales Final
All sales are final once shipped. Iron Roots does not accept returns on live plants.
Live Arrival Guarantee
Iron Roots offers a Live Arrival Guarantee only on qualifying orders.
From October through March, an order must include both 2-Day Shipping and Winter Shipping Insurance in order to qualify for the Live Arrival Guarantee.
Winter Shipping Insurance includes extra insulation and a heat pack.
If either 2-Day Shipping or Winter Shipping Insurance is not included during the October through March period, the order does not qualify for the Live Arrival Guarantee.
Orders placed with Standard Ground are shipped at the customer’s discretion and risk and are not covered by the Live Arrival Guarantee.
Outside of October through March, Iron Roots may still hold an order if conditions create an unreasonable risk to plant health.
Customer Responsibility
Customers are responsible for selecting the shipping method and any seasonal protection they believe is appropriate for their location and conditions.
Iron Roots may review destination weather before shipment when possible, but the final responsibility for choosing shipping speed and seasonal protection remains with the customer.
Customers are also responsible for providing a complete and accurate shipping address at checkout.
Shipping Holds
Iron Roots reserves the right to delay shipment when weather, holidays, transit conditions, or order volume create an unreasonable risk to plant health or safe delivery.
When an order is being held, we will make a reasonable effort to contact the customer and let them know.
Claim Requirements
To be considered for a Live Arrival Guarantee claim, the customer must:
Contact Iron Roots within 24 hours of the tracking showing the order as delivered
Provide a full unboxing video
Provide any additional photos or documentation requested if needed
Customers should keep both the plant and the original packaging until the claim has been reviewed.
What Is Not Covered
The Live Arrival Guarantee does not cover:
Minor cosmetic damage
Minor leaf blemishes
Normal transit stress
Slight yellowing, drooping, or other minor shipping-related wear
Issues involving orders that did not meet the guarantee requirements
Issues caused by failure to purchase required Winter Shipping Insurance during October through March
Issues caused by an incorrect or incomplete shipping address entered at checkout
Theft, weather exposure, delayed retrieval, or damage occurring after the package has been marked delivered by the carrier
Plant performance, acclimation success, or long-term care outcomes after delivery
Delivered Packages and Carrier Issues
Once a package has been marked delivered by the carrier, Iron Roots is no longer responsible for the package itself.
Iron Roots may assist with carrier issues when possible, but the outcome of any carrier claim is not guaranteed and remains between the customer and the carrier.
Refunds or Replacements
If a qualifying Live Arrival Guarantee claim is approved, Iron Roots will determine whether a refund, store credit, or replacement will be issued based on the condition of the claim and available inventory.
Iron Roots reserves the right to choose the remedy that is most appropriate for the situation.
Final Note
Iron Roots stands behind what we offer, communicates clearly, and ships with care. We also expect customers to select their shipping method and seasonal protections with intention and to review this policy before placing an order.