With the onset of cold weather in many parts of the country, it is clear that winter shipping policies need to go into effect. Just so you know, in winter we always check the 10-day forecast in your area and possible transfer points (usually Chicago or Denver for east coast shipments). If the lows are predicted to be below 26 degrees F, we will hold your plants until it is safe to ship. Otherwise, we will include a 72-hour heat pack as needed, at no extra charge. We try to notify customers whose orders are being held more than a week or so. We want your plants to arrive safely.
All too often customers will write to us saying that the shipping address on their order is incorrect. When you place an order, please double-check to make sure your shipping address is correct and complete. This is especially important if your shipping address and billing address are different or if you are having your package shipped to a third party. We cannot be responsible for incorrect or incomplete addresses entered on orders.
If you move, it is always a good idea to complete a change of address form at the post office so that they can forward any mail you receive at your old address.
Occasionally a customer still gets a cancellation or “time-out” notice when using the PayPal checkout app. When this happens, the options are to use the Stripe payment app, pay by phone, or have us send a PayPal invoice. This is an ongoing bug in the Woocommerce system, and the geeks are supposedly working on fixing it.
When payments fail to go through, items do not get subtracted from the inventory. Because we ship orders in the sequence received even when payment is problematic due to no fault of the customer, items and may end up being out of stock for subsequent orders even when they are listed as being in stock. If this happens, we will contact you to arrange for a substitution or refund. Many items, especially rare species that we grow from flask, are in short supply, sell out quickly, and are not possible to restock. We apologize for items occasionally being sold out, but hope that the payments and inventory system will soon work as intended.