Shipping & Live Arrival Guarantee

At Hazy Fox Gardens, we want your new plant to arrive safely and ready to grow. We take care when packing and shipping your plants, and we stand behind their live arrival.

If your plant arrives deceased and meets the requirements below, we'll make it right with a replacement plant, if available, or store credit for the original plant's purchase value.

Shipping schedule & weather holds

Our usual shipping days are Monday through Wednesday, to limit the time plants spend in transit over a weekend. Please allow up to 7 days of processing time. We ship within the United States only.

A minimum of USPS Priority Mail or UPS Ground is required. UPS 2nd Day Air or Next Day Air is highly recommended for sensitive plants, especially Alocasia and Begonia.

We do not ship when temperatures are below 30°F or above 95°F, and other unsafe weather may also require us to delay shipment. If your order is affected by a weather hold, we will contact you and arrange shipment when conditions are more suitable. If you choose to proceed with shipping after being notified of a weather-related risk, the Live Arrival Guarantee may not apply to losses caused by that risk.

Shipping somewhere cold? Add our 72-hour heat pack and insulation to your order.

Please make sure your shipping address is accurate at checkout, and plan to retrieve your package promptly upon delivery.

Requirements for a live arrival claim

To be eligible for our Live Arrival Guarantee, all of the following must be met:

  1. Ship with UPS 2nd Day Air or UPS Next Day Air. The guarantee applies only to orders shipped with one of these services. Slower shipping methods travel at the buyer's risk.
  2. Record a complete, uninterrupted unboxing video. Start filming before opening the shipping box and keep recording until the plant is completely removed from its packaging and can be clearly inspected. The video must be continuous and unedited. Claims without a qualifying video are not eligible.
  3. Notify us within 2 hours of delivery. Delivery time is based on the carrier's tracking confirmation. Email us at hazyfoxgardens@gmail.com within two hours to report a potential issue. Your complete claim, including the video and photos, must be submitted within 24 hours of delivery.
  4. Bring your package indoors promptly. Packages left outside in extreme heat, freezing temperatures, or direct sunlight are not covered. We cannot control environmental exposure after a package has been delivered.

What is covered

Our Live Arrival Guarantee applies to plants that arrive deceased, with no viable living tissue remaining in the root or stem system — for example, a plant that is completely mushy, blackened, or otherwise clearly died in transit.

If your claim meets the requirements of this policy, you may choose:

  • A replacement plant, subject to availability. If the original variety is unavailable, we can discuss available alternatives.
  • Store credit equal to the original purchase value of the affected plant.

This guarantee applies to the affected plant only and does not include cash refunds, shipping fees, other plants in the order, or additional costs.

What is not covered

Plants are living organisms, and some adjustment after shipping is normal. The following do not qualify for a replacement or store credit:

  • Orders shipped with a method slower than UPS 2nd Day Air.
  • Minor cosmetic damage, including small tears, blemishes, spots, or a damaged leaf or two.
  • Temporary wilting, drooping, leaf curl, or stress that may improve with proper acclimation and care.
  • Yellowing, leaf loss, or other changes associated with normal shipping stress, provided the plant remains alive.
  • Dry, loose, or slightly displaced substrate from transportation.
  • Natural differences in plant size, shape, coloration, leaf appearance, or variegation pattern.
  • Damage or loss resulting from an incorrect or incomplete shipping address, delayed package retrieval, or failure to bring the package indoors promptly.
  • Damage from weather exposure after delivery.
  • Orders shipped despite a weather hold or weather-related shipping warning from Hazy Fox Gardens, when the customer chose to proceed against our recommendation.

How to submit a live arrival claim

Step 1: Notify us within 2 hours. Email hazyfoxgardens@gmail.com with your order number and a brief description of the issue.

Step 2: Submit your complete claim within 24 hours of delivery. Include your order number, a complete uninterrupted unboxing video (beginning before the box is opened and ending after the plant is fully unpackaged), and clear photos of the entire plant plus close-ups of the affected areas.

Step 3: Allow time for review. We aim to respond to live arrival claims within 2 business days and may request more information. Once your claim is approved, we will arrange the replacement or store credit.

Our commitment to you

We love helping plant collectors grow their collections, and we appreciate every order placed with Hazy Fox Gardens. Our Live Arrival Guarantee protects you when a plant genuinely arrives deceased, while recognizing that some shipping stress is a normal part of transporting live plants.

Thank you for being part of our growing plant community!

Hazy Fox Gardens — Bold Leaves, Bigger Vibes.