FAQs & Shop Policies

Local Pick-Up: For NJ/NYC Customers Only

For local pick-up, please send an e-mail to chlorophyllandchill.mail@gmail.com within 24 hours of your order.

We are happy to do a local meet-up for your order if you are local to us in either Northern NJ or NYC.

Pick-up will only be in NJ in Union or Essex Counties. The address for the pick-up location will be sent via e-mail once you let us know you would like to do a pick-up. Please specify if you prefer to meet in Union or Essex Country, and we will arrange a time and location.

Shipping will be refunded, but please note a $5.00 handling fee will be withheld.

Please note: We are unable to hold orders for more than 2 weeks. We kindly ask you email us (chlorophyllandchill.mail@gmail.com / via your confirmation e-mai) within 24 hours with your order # to confirm you will be picking up your order.

SHOP POLICIES

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Shipping

Processing Time

The time we need to prepare an order and ship is 3-5 business days. We currently only mail orders on Monday or Tuesday (except on postal holiday’s). Any orders placed during the week will likely be packed over the weekend and mailed the following Monday or Tuesday. Shipping notifications will be sent via e-mail according to this time frame. For more details please view our FAQs!

Next contact your bank. There is often some processing time before a refund is posted.

Combine Shipping

We will combine multiple orders made at the same time. Extra shipping charges will be refunded at the time of shipping.

ALL PLANT SALES ARE FINAL

No Returns, Cancellations or Exchanges

We do not accept returns, exchanges, or cancellations.

We reserve the right to automatically cancel/not accept orders from customers who have previously failed to follow our shop policies.

No Refunds or Replacements

We do not provide partial refunds or replacements for any orders. Once the plant leaves our possession, we are no longer responsible for any issues that arise with the plant no matter the length of possession by you. However, if there are any issues once your plant is received, we require the following steps to be taken.

1. An e-mail to chlorophyllandchill.mail@gmail.com must be received within 12 hours of delivery (as indicated by postal service, not when you retrieve the package). The e-mail must contain detailed pictures/video of your plant and detailed explanation of your issue. We will respond to your inquiry within 48 hours.

2. If your inquiry is accepted, you will be required to mail back your order within 48 hours of our response. Return postage will be the liability of the customer. The plant must be returned in the exact condition it was mailed and packaged exactly as it was received. Once the item has been delivered back to us, we will proceed further with your inquiry.

3. Any package mailed back to us without us first accepting the inquiry will automatically be denied.

Damages

Delays and Postal Damage

We are not responsible for delays, non-delivery due to incorrect address provided, weather damage, loss, or theft in relation to USPS (United States Postal Service) or UPS. Once our plants leave our care, we cannot guarantee timeframes for delivery or control what occurs during transit. Our plants are healthy and mailed free of any damage, we are not responsible for any transit damage or death.

Plants Received

Due to the sensitive nature of plants, it is recommended your plants are brought indoors upon delivery and avoid sitting outdoors forextended periods of time. It is also recommended to remove your plant from the shipping packaging within two hours of arrival and provide water if the substrate is dry. We do not recommend repotting plants upon arrival as this will add additional stress to your plants. Please refer to the care card included with every package for more recommendations on plant care. We are not responsible for owner care of plants that are repotted within 3 months of your purchase. Your plant will need to acclimate to their new environment prior to repotting. Our plants are typically rooted in a mix of either fluval/pon, moss and perlite, or coco husk, coco coir, perlite, and soil. Your plants are okay to remain in these mediums and pot for several weeks. Since plants are not accustomed to light and water deprivation, shipping travel can cause some stress to your plant. It is normal for leaves to be dry or limp upon arrival and can take up to 1-2 weeks to acclimate to your environment. If for any reason there is an issue with your plant, please reach out to us within 12 hours of receiving your plant (based off of delivery time from tracking) so we may come to an amenable resolution.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Plant Care

Please take note, plants require specific care. Not all plants grow the same, some require experienced care. Please research the plants specific requirements prior to purchasing a plant to ensurethe proper environment can be maintained. We are not responsible and cannot control issues with buyer care. Once the plant is out of our possession, we are no longer responsible for the plant. This includes but is not limited to: dropped leaves, yellowing leaves, rot, plant death and general overall health. The buyer is responsible for having adequate knowledge to properly care for the plant they receive. However, if you have any questions about plant care, please feel free to reach out to us, we are always happy to help. We have also created a general plant care guide included with every package that is mailed out with general instructions for care, acclimation, and future repotting.

Disclaimer

Customers must agree to the terms and conditions of our shop policies during the checkout process in order to finalize an order. By checking the box at check-out you are agreeing to all terms and conditions outlined under our FAQs.