Shipping Policy

Welcome to Urban Garden Store, your trusted partner in cultivating green spaces, from cozy apartments to sprawling gardens. We are a global community of plant lovers, dedicated to providing high-quality plants and a seamless experience from our nursery to your home. This policy outlines our shipping and returns processes, designed with your satisfaction and the well-being of your plants in mind.

Our Promise to You

Whether you’re a city dweller starting with a resilient Snake Plant, a gardener shaping your landscape with Shrubs & Hedges, or a collector nurturing a stunning Monstera, we are committed to your complete satisfaction. Our policies are as clear and trustworthy as our plant care advice.

Shipping Information

We ship globally (excluding some remote regions and parts of Asia). Our goal is to ensure your green companions arrive safely and in a timely manner.

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You will receive a notification email with tracking information once your order ships.

Shipping Methods & Timelines

Please note: Delivery times are estimates and may vary due to customs, weather, or carrier delays, especially for international orders.

Our Returns & Exchanges Policy

We believe every plant deserves a happy home. If your plant hasn’t arrived in thriving condition, or if you’ve changed your mind, our friendly process is here to help.

Step-by-Step Return & Exchange Process

1. Contact Us Within 15 Days
   Email [email protected] with your order number and reason. For damaged plants, please include photos.
2. Receive Your RMA & Instructions
   We’ll respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and shipping address. Do not ship without an RMA.
3. Package & Ship Your Return
   Securely package the item(s) in original packaging, if possible. Clearly mark the RMA on the box. Ship to the address provided. We recommend using a trackable service.
4. Inspection & Processing
   Our team inspects returns within 3-5 business days of receipt. We will email you with the results.
5. Refund or Exchange Fulfillment
   For approved returns, your refund is processed. For exchanges, we ship the replacement once the return is approved.

Refunds: Timing & Method

• Processing: 5-10 business days after we approve your return.
• Method: Refund is issued automatically to your original payment method (Visa, MasterCard, JCB, or PayPal account).
• Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error or a damaged item.
• Bank Processing: Depending on your bank, it may take an additional 3-5 business days for the refund to appear on your statement.

Non-Returnable Items & Situations

To ensure fairness and sustainability, the following cannot be returned or exchanged:

• Items not purchased from Urban Garden Store / urbangardenstore.com.
• Items damaged due to customer misuse, improper care, or after the 15-day return window.
• Perishable goods such as cut flowers, fertilizers, or soils (once opened).
• Personalized or custom-made items (if offered).
• Final sale items (clearly marked as such).

Based on our current product range, all live plants (including House Plants, Outdoor Plants, Annuals, Perennials, Succulents, and our exclusive United Nursery lines) are generally returnable if they meet the policy conditions.

Exchanges

We happily exchange items for a different size, variety, or product of equal value. Follow the standard return process and specify your exchange preference in your initial email (e.g., exchanging a Pothos for a Succulent). Shipping charges for the replacement item may apply.