Refund policy

All sales are final. We do not offer refunds, returns, or exchanges for any reason other than a plant or product arriving dead, as outlined in our Live Arrival Guarantee below.

Live plants are unique, perishable products, and normal variation — differences in size, coloring, leaf count, or minor cosmetic imperfections from transit — is expected and does not qualify for a refund, return, or exchange. If you have concerns about a specific plant's condition before purchasing, please reach out to us first.

Live Arrival Guarantee

We guarantee your plant will arrive alive. If it arrives dead, we'll make it right with a free replacement (if available) or store credit of equal value — your choice.

To qualify for the guarantee, you must:

  1. Film a complete, uncut unboxing video starting before the shipping box is opened and continuing until the plant is fully unpackaged. This is required for every order — we're unable to process a dead-on-arrival claim without it.
  2. Contact us within 2 hours of delivery (as marked by the carrier's tracking confirmation) at info@mtwstudio.com, including your unboxing video and clear photos of the plant.
  3. Bring your package inside promptly after delivery. Packages left outside in extreme heat, cold, or direct sunlight are not covered, since prolonged exposure after delivery is outside our control.

What's covered

  • A plant that arrives with no living tissue remaining (fully mushy, black, or unresponsive at the root and stem).

What's not covered

  • Minor leaf damage, spotting, or a dropped leaf or two — normal and expected in transit.
  • Wilting, droopiness, or leaf curl that resolves with a few days of recovery care.
  • Dry or slightly disturbed substrate.
  • Variation in size, coloring, or variegation pattern from photos, as every plant is a unique living specimen.
  • Damage caused by delayed pickup, incorrect shipping address provided at checkout, or failure to bring the package inside promptly.
  • Orders shipped during a weather hold you were notified of but chose to proceed with anyway.

Shipping & Weather Holds

To protect your plant and honor this guarantee, we may delay shipment during extreme weather (excessive heat or freezing temperatures) along your order's shipping route. If your order is placed during a weather hold, we'll notify you and ship as soon as conditions are safe. We're not able to guarantee live arrival for orders shipped against our recommendation during a known weather risk. We typically ship on Monday - Wednesday.

How to Submit a Claim

Email info@mildtowildstudio.com within 24 hours of delivery with:

  • Your order number
  • Your complete, uncut unboxing video
  • Clear photos of the plant showing the affected area

We aim to respond to all live arrival claims within 2 business days.

Questions?

If you have any questions about this policy before placing an order, reach out to us at info@mildtowildstudio.com — we're happy to help.