Grounded FAQs

How long will it take to receive my order?

Thank you for your order and support!

• Standard Shipping: 3-5 business days processing and 5-8 business days for shipping

• Express Shipping: 1-3 business days processing and 5-8 business days for shipping

Please allow 24-48 hours to see updates after your tracking number is issued.Order updates are sent by the contact method selected at checkout (email, SMS, or both). Thank you for your patience as we carefully package + ship your order!

I entered the wrong information during checkout?

If you entered the wrong information during checkout, please send us an email at info@feelgrounded.com so that we can edit in our system. If your order has already been shipped you may be subject to a redelivery fee.  

CAN I RECEIVE A REFUND OR RETURN?

Due to the fragile nature of our collection, we do not accept returns on any items. If you have a question or concern regarding your order, please contact us at customerservice@feelgrounded.com within 48 hours of delivery so we may find the best resolution. Gift cards are not eligible for refunds or returns.

My plant arrived damaged. What should i do?

Our goal is to bring life into your home. If your plant is damaged upon arrival,  please contact us at customerservice@feelgrounded.com within 48 hours of delivery, including photos of your plant’s condition. We’ll help to assess what care the plant may need. If the damage is beyond normal transport shock*, we will happily ship you a new, healthy plant! Please note that some damage may be subject to review via Zoom with our Plant Specialist.

If the damage appears to be caused by packaging or mishandling, please also include photos from the list below. We use this information to file claims with our mail carriers and to improve our processing, packaging, + delivery processes.

• Photo of the item(s) inside the packaging

• Photo of how the item(s) were protected

• Photo of the box’s condition

• Photo of the shipping label

*Normal Transport Shock includes temporary drooping, leaf loss, and yellow leaves. The sensitivity of the plant, travel conditions, and steps taken to help it settle all influence its recovery. Some plants can recover in just a few days, while others may need about two weeks to adjust to the new environment. Plant-specific care is available on our Product and Resource pages.

THERE IS AN ISSUE WITH HOW MY ORDER ARRIVED. CAN YOU HELP?

We are sincerely sorry to hear that! Please contact us with information about what went wrong so we can resolve the issue as quickly as possible. We’ll get back to you within 1-2 business days. Please be sure to include:

• Your Order #

• Photos of any damage

• If something in your order arrived shattered, please safely handle + discard broken pieces after capturing photo proof. Thank you!

I'm having trouble with my plant a hard time caring for it. I need some assistance and guidance

For any questions or concerns involving your plants we open our calendars for free 1 on 1 video chat sessions to help our customers along the way. Schedule an appointment at https://calendly.com/groundedplants :) See you then!

WHAT PACKAGING IS USED?

We strive to use as many recyclable products as possible. Orders are carefully wrapped in recycled kraft paper, and bubble wrap. The box is also stuffed for protective packaging with kraft filler. All packages are externally labeled with Fragile stickers and arrows facing upward. Please consider recycling the packaging materials used when your order arrives!

CAN I CANCEL MY ORDER?

Yes, orders that haven’t received a tracking number can be canceled. Unfortunately, orders with a tracking number are unable to be canceled. For the best order experience, please reach out to us within 48 hours of placing your order for any changes.

CAN I CHANGE THE SHIPPING ADDRESS ON MY ORDER?

Please contact us at customerservice@feelgrounded.com as soon as possible to update the shipping address. If the package has already left our warehouse, we may be unable to make any address changes.

CAN I EXCHANGE MY PURCHASE?

Due to the fragile nature of our products, we do not offer exchanges on any items. If you have any issue with your product or order, please reach out to us at customerservice@feelgrounded.com so our team can assist you.

I WANT TO ORDER A GIFT. HOW WILL IT ARRIVE TO MY RECIPIENT?

Thank you for thinking of us to share greenery + life with someone special! Once you’ve added the gift to your cart, you’ll have the option to enter a Gift Note before checking out. Please type the gift message you’d like included on the order slip.

Order slips do not display any prices. All orders arrive in a branded Grounded box and include care cards specific to each plant on the order. Questions? You or your recipient can contact us for additional support!

How do I add a gift note?

You'll have the option to enter a gift note from the Cart Preview screen before checking out. If you are having trouble please contact us at Customerservice@feelgrounded.com

Winter shipping delays

We do ask that you please bear with us as we may hold orders for 2-6 business days if the weather in your region dips below 30 degrees. Our number one priority is to ensure your new addition arrives as healthy to you as it is when it leaves our facility. We want to add life into your spaces and nothing less.

I received my order and I love my plant so much what should i do next?

Mission accomplished! We’re so happy that you love your plant :) tag us on social media to be featured on our story. 

I’M INTERESTED IN YOUR CORPORATE GIFTING / BULK ORDERING. WHAT DO I NEED TO GET STARTED?

We are happy to offer Corporate Gifting with a special catalog, pricing, and exclusive workshops. If you’re interested in placing a large order with us (minimum 25 products), please contact us with details about your group. We’ll work with you to create the perfect package for your team and space!

HOW CAN I GET IN CONTACT?

We’re always looking to talk with our supporters + learn how we can better support you. We can be reached at:

Order + Plant Support: CUSTOMERSERVICE@FEELGROUNDED.COM

Brand Questions, Corporate Orders + Partnerships: INFO@FEELGROUNDED.COM

While we aim to get back to you as promptly as possible, please allow 1-2 business days for a response. Thank you!

WHERE IS GROUNDED LOCATED + HOW CAN I VISIT?

Grounded Headquarters is based in Washington, D.C. and New York City. We host plant pop-ups + local events! Keep in touch with us at @groun.ded on Instagram and sign up for our newsletter!

Does Grounded offer any support for plant care questions?

Yes! A huge part of our mission is making plant care accessible for those wanting to maintain plants in their space. We offer support via various convenient channels to make something work for everyone:

Care Tips & Tricks: Instagram and TikTok

In-Depth Knowledge: Grounded Resources 

Personal Consultation:Grounded Office Hours

Can't find what you're looking for?

Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).

Please email us at customerservice@feelgrounded.com

Other inquiries? Let's chat.

Please email us at info@feelgrounded.com