At Vivid Garden Store, we are dedicated to helping you cultivate a thriving and beautiful garden. We understand that getting your plants and supplies on time and in perfect condition is crucial to your gardening success. Our Shipping and Returns policy is designed to be clear, fair, and focused on your complete satisfaction.

Shipping Information

We are thrilled to ship our quality plants and gardening supplies across the globe (excluding Asia and a few remote regions).

Order Processing & Delivery Timelines

  • Order Processing: All orders are carefully processed and prepared for shipment within 1-2 business days.
  • Shipping Methods & Estimated Delivery:
    • Standard Shipping (DHL or FedEx): $12.95. Your order will be delivered within 10-15 business days after it leaves our facility.
    • Free Shipping (EMS): Available on all orders over $50. Your order will be delivered within 15-25 business days after it leaves our facility.

Please note that these times are estimates and can be affected by factors beyond our control, such as customs processing and weather conditions.

Returns & Exchanges Policy

We stand behind the quality of our products. If you are not entirely satisfied with your non-plant purchase, we are here to help.

General Return Eligibility

We accept returns and exchanges for most non-plant items within 15 days of the date you receive your order. To be eligible, the item must be:

  • In the same, unused condition as you received it.
  • In its original packaging.
  • Accompanied by the original receipt or proof of purchase.

⚠️ Important Note on Live Plants

All sales of live plants are final and cannot be returned or exchanged due to their perishable nature. This includes, but is not limited to, our popular Arborvitae, Hydrangeas, Evergreens, Native plants, Ground Covers, and Container Plants.

We take extreme care in packaging our plants for their journey. However, if your plants arrive dead or significantly damaged, please inspect them immediately upon delivery and contact us within 48 hours at [email protected]. We will work with you to find a satisfactory solution, which may include a replacement or refund for the affected items.

How to Initiate a Return or Exchange

Follow these simple steps for a smooth process:

  1. Contact Us: Email our customer service team at [email protected] within the 15-day window. Please use the subject line “Return/Exchange Request – Order #[Your Order Number]” and provide your order number, product name, and reason for the return/exchange.
  2. Wait for Instructions: We will respond within 1-2 business days with a Returns Authorization (RA) number and specific shipping instructions. Please do not send any items back without this RA number.
  3. Ship the Item: Carefully pack the unused item in its original packaging and ship it to the address we provide. The customer is responsible for return shipping costs, unless the return is due to our error (e.g., we sent the wrong item).

Refunds

  • Inspection & Approval: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
  • Timing: If approved, your refund will be processed within 5-7 business days.
  • Method: Refunds will be issued to the original method of payment used at checkout (Visa, MasterCard, JCB, or PayPal). Your bank or payment processor may take additional time to post the refund to your account. Please note that original shipping fees are non-refundable.

Exchanges

To exchange an eligible item for a different one, the process is the same as a return. Once we receive the original item, we will process a new order for the desired item. Any price difference will be charged or refunded to your original payment method.

Have Questions?

We’re always here to help you create the garden of your dreams. If you have any questions about shipping, returns, or your plants, please don’t hesitate to reach out to our friendly team.

Email: [email protected]
Address: 3753 Dye Street, Mesa, US 85205

Happy Gardening!
The Vivid Garden Store Team