Refund policy
Returns and Refund Policy
Mossy Paws Rare Plants sells live plants, tissue cultures, and plant-themed products made by our partner brands. Each type has its own rules, explained below. If one order includes more than one type, each item follows its own rules.
Live plants and tissue cultures
Most plant sales are final. Live plants are perishable, so we do not accept returns or exchanges on plants or tissue cultures once delivered, except for damage or defect reported within 24 hours as described below.
Inspect your order right away. If your plant arrived damaged, defective, or significantly different from what we described, email johnny@mossypawsrareplants.com within 24 hours of delivery. Include photos of the plant and the packaging.
Live arrival guarantee. We guarantee live arrival on orders shipped by UPS Next Day Air only. Standard shipping is at the buyer's risk. We are not responsible for damage in transit once a package leaves our hands in good condition.
Variegation and growth. Variegation, coloring, and pattern on tissue cultures and rare plants are never guaranteed on future growth. Plants are living things and may grow differently from the parent plant or the photo. This is not eligible for return or refund.
Tissue cultures. Tissue cultures are sold as Seller's Choice unless the listing says otherwise. We do not accept returns on tissue cultures once they have left our care.
Partner products (earrings, rings, keychains, plush, planters, and other non-plant items)
These items are made and shipped directly by our partner brands through Shopify Collective. They ship from the partner, separately from any plants in your order.
- Return window: you have 14 days after delivery to ask for a return.
- Ask first: email johnny@mossypawsrareplants.com with your order number and the item. Items sent back without approval will not be accepted. We will give you the return address and instructions, and some partners provide a prepaid label.
- Condition: items must be unused, unworn, and in their original packaging. For hygiene reasons, earrings must be unworn.
- Final sale: items marked Final Sale on the product page cannot be returned. Some partner brands do not accept returns at all, and we mark those items Final Sale.
- Made-to-order items: planters, propagation stations, and similar pieces are made to order and are final sale unless they arrive damaged or defective. Use the damaged or defective rule below.
- Not returnable: sale items, custom or personalized items, and gift cards.
- Damaged, defective, or incorrect items: email us within 7 days of delivery with photos. We will arrange a replacement, repair, partial refund, or full refund, depending on the item. The partner brand may need to approve the claim.
- Return shipping: you pay to ship a return back, unless the item arrived damaged, defective, or incorrect. If a partner provides a prepaid label, we may deduct its cost from your refund.
- Exchanges: return the original item, then place a new order for the one you want.
Damaged or incorrect orders
Contact us within the time limit above (24 hours for plants, 7 days for partner products) with photos. We review each case individually and will offer a replacement, partial credit, or refund where appropriate.
Cancellations and changes
Email us as soon as possible. We can usually cancel or change an order before it ships. Partner products can only be cancelled before the partner begins fulfilling them. Once an item has shipped, it cannot be cancelled.
Refunds
When we approve a refund, it goes to your original payment method within 10 business days. Your bank or card provider may need extra time to post it. If more than 15 business days have passed since approval, email us. Refunds cover the item price. Original shipping charges are refunded only when the mistake was ours or the partner's.
Before you dispute a charge
Please contact us first. We would rather fix the problem than have you wait on a bank dispute.
Questions
Email johnny@mossypawsrareplants.com. We will do our best to make it right.