top of page
_edited_edited.png)
FREQUENTLY ASKED QUESTIONS
.jpg)
Will I receive the exact plant shown in the photos?
Because of the quantity of plants we produce, most offerings feature photos representative of the plants we're currently shipping. We make an effort to ensure that photos are accurate and current for what we're shipping right now. For plants that are exactly the ones shown, look for our "WYSIWYG" (What You See Is What You Get) offerings, which feature exact photos of a single plant being offered. We also refer to these as "specimen offerings."
When possible, we are happy to accommodate requests for current photos of the plants being offered, or even of a single specimen for your order.
How will be plants be packaged and shipped?
Over the years we've been shipping rare plants, we've learned a thing or two about how best to ensure they arrive at your location in excellent condition. Depending on the variety, size of the individual plants, etc., we may use various packing techniques, but our most common method involves inflated shipping tubes, sized to the plant. We shrink wrap each pot, to ensure that soil doesn't shift and plants stay in place during transit. Then, each plant gets its own custom shipping tube, plus some polyfil or recycled paper for padding. Our standard shipping cartons are the right length to hold these tubes without any room for them to shift, and additional padding is used to protect against any unforeseen bumps or drops.
What about shipping during hot or cold weather?
Again, experience has been our best teacher over the years. Our order system helps us track your exact location and view the predicted weather patterns between our location here in Western North Carolina and your shipping address. Whenever there is a threat of serious cold weather, we include free heat packs with your order, to help protect tropical plants against chilly conditions. However, if weather is predicted to be extremely cold, or if there's a potential storm or other obstacle that might delay your order in transit, we will contact you and place your order on hold, shipping it when conditions are better. The same applies to summer heat. We can't yet offer air conditioned shipping boxes, so if temperatures look like they might soar to triple digits or there's a hurricane in the forecast, we will contact you and hold your order for shipping at the soonest safe time. Of course, you always have the option of cancelling a shipment in a worst-case situation, and we will happily refund your purchase price or offer store credit at your discretion.
Which shipping carriers do you use?
Our system calculates shipping costs for multiple carriers on every order. We have discount contracts with UPS, FedEx, USPS, and others, and will happily use whichever service you designate. If you don't specifically request a carrier, our system will choose the one that is predicted to be fastest, most reliable, and most economical to your location. In the unlikely event that a package arrives damaged, we will work personally with you to file a claim with the carrier. In any case, all our products are guaranteed to arrive in good condition and we will do our very best to make sure you are delighted with your order!
What should I do when my package arrives?
When your package shows up, first carefully inspect the box itself. Note any signs of damage like holes, crushed corners, or other marks, and take good photos of the box if there is any indication of damage. Next, carefully open the package and inspect each item. For live plants, we encourage you to take your time and carefully remove packaging materials, tape, shrink wrap, etc. If at any point you see evidence of damage, please take multiple clear photos in good lighting that show what is wrong. We will need those in order to process a replacement or credit, and to help you file a claim with the shipping carrier. Next, check to see if your plant needs water and place it in a bright, well-ventilated spot out of direct sun for a few days. No matter how good a job we do on our end, plants are living creatures and they experience some level of stress in shipment, but they're also resilliant and will "bounce back" quickly!
What if my plant is damaged in shipping?
Please contact us immediately, providing clear photos of the damage and as much detail as possible about the condition of the shipping box, inner packaging, etc. Email us at: sales@specialtytropicals.com
bottom of page