WHERE IS MY ORDER?
Thank you for your order and support! Processing and shipping times are based on the shipping method selected at checkout.
- 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 for updates after your tracking number is issued. Order updates are sent by the contact method selected at checkout (email, SMS, or both). Reach out to us at email@example.com with any questions about the status of your order.
Thank you for your patience as we carefully package + ship your order!
MY PLANT ARRIVED DAMAGED. WHAT DO I DO?
Our goal is to bring life into your home. If your plant is damaged upon arrival, please contact us within 48 hours of delivery, including photos of your plant’s condition. We’ll assess what care the plant may need. If the damage is beyond normal transport shock*, we will happily ship you a new, healthy plant! Some damages are subject to review via Zoom with our Plant Specialist to provide a resolution
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 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
MY PLANTER OR SAUCER ARRIVED DAMAGED. CAN YOU HELP?
We are sincerely sorry to hear that! Please contact us within 48 hours of delivery and include a photo of the damage. If your plant was potted in the planter that arrived damage, please safely move it to a temporary container to minimize mess or fully repot the plant in a new planter.
If something in your order arrived shattered, please safely discard the broken pieces after capturing a photo. Thank you!
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.
CAN I CANCEL MY ORDER?
Yes, orders that haven’t received a tracking number can be canceled. Once a tracking number has been processed, the order can no longer be changed or canceled.For the best order experience, please email us at firstname.lastname@example.org soon as possible so we can assist.
CAN I CHANGE THE SHIPPING ADDRESS ON MY ORDER?
WHAT SHIPPING OPTIONS DO YOU OFFER?
We offer two convenient shipping options through USPS Priority Mail:
- Standard shipping: 3-5 business days processing time for $10.
- Express shipping: 1-3 business days processing time for $15.
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. Please consider recycling the packaging materials used when your order arrives!
Payments + Returns
WHAT PAYMENT OPTIONS ARE OFFERED?
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 email@example.com within 48 hours of delivery so we may find the best resolution. Gift cards are not eligible for refunds or returns.
WHY DOESN’T MY DISCOUNT CODE WORK?
Depending on how/where you received your code, it may have expired. Please check for a listed expiration date. If you feel this is a mistake, please contact us at firstname.lastname@example.org with the code you’re trying to use so we can take a better look!
Please note that some products are not eligible for discounts. This includes but is not limited to subscriptions, limited edition collaborations, and gift cards.
I FORGOT TO USE MY DISCOUNT CODE AT CHECKOUT. CAN IT STILL BE APPLIED?
Unfortunately, discounts cannot be retroactively applied. Please save your code to use on your next order!
Gifts + Gift Cards
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 moving onto the Check Out page. Click the "gift note" button on the cart preview window.
The gift note will print on the order slip and no prices will be displayed. All orders arrive in a branded Grounded box and include care cards specific to each plant on the order. If your order includes a greeting card, we will hand-write your gift note (please limit to 1-3 sentences).
Questions? You or your recipient can contact us for additional support!
HOW DO GROUNDED GIFT CARDS WORK?
Grounded e-gift cards are available for purchase in the amounts of: $25. $50, $75, and $100.
The gift card will be sent to the email entered at checkout, along with a separate email confirmation receipt.
The email will include the gift card's code which can be entered at checkout for payment. Gift cards do not expire and are non-refundable.
If you'd like to receive your emailed receipt and send the e-gift card separately to the recipient, you can forward the gift card to their email address directly.
WHAT CAN GIFT CARDS PAY FOR?
Gift cards can be applied to any product on our website and can be used to cover shipping fees.
If your gift card balance does not cover the cost of your order, you can use another payment method in additional to your gift card.
Gift cards cannot be used to purchase another gift card.
HOW SOON SHOULD I REPOT MY PLANT AFTER IT ARRIVES?
Great question! We recommend allowing your new plant to settle into your space for 2-3 weeks before transporting them into a new planter.
If your plant endured shipping stress, it may need additional time to adjust. While your plant will appreciate moving out of its temporary nursery pot, in general, it’s best to avoid repotting during fall and winter or repotting an already stressed plant.
Read more on how to get your new plant settled in here!
Chat edit: Great question! We recommend allowing your new plant to settle into your space for 3-7 days before transporting it into a new planter. A plant that endured shipping stress may need additional time to settle in before repotting.
If your plant arrived potted in a ceramic pot, you can wait 1-2 years to repot again.
WHY DOES MY PLANT HAVE YELLOW LEAVES?
Yellow leaves are commonly caused by:
- Overwatering or underwatering (check soil moisture up to 3” with your finger)
- Shock or stress (such as transport, temperature, or environmental changes)
- Old leaves making room for new growth
- Nutrient deficiencies
Remove any yellow leaves and take a photo for your record to track its progress. Reasons for yellow leaves can also vary from plant to plant.
WHY DOES MY PLANT HAVE BROWN LEAVES?
Brown leaves are commonly caused by:
- Underwatering or overwatering (check soil moisture up to 3” with your finger)
- Leaf burn from direct sunlight or fertilizer
- Dry air / low humidity levels
Remove any brown leaves and take a photo for your record to track its progress. Reasons for brown leaves can also vary from plant to plant.
WHY IS MY PLANT DROOPING?
Drooping is a plant’s response to stress or an unmet need. Leaves will droop when drastic changes have been made, such as moving from one environment to another or temperature changes.
Leaves also droop under drought, root rot, and pest or fungi infestations. Eliminate watering as a cause by checking the soil moisture with your finger.
Assess any recent changes + give the plant time to adjust. Lastly, thoroughly check the leaves to rule out pests.
WHY DOES MY PLANT HAVE SPOTS ON THE LEAVES?
Minor blemishes and marks on leaves are normal - even out in nature! However, spots that develop on the leaves and begin to spread can signal something bigger. The most common reasons for leaf spots are:
- Tap Water: Often small + uniform in shape. Learn more about water types here.
- Leaf Burn: Typically accompanied by dryness and caused by direct light or fertilizer.
- Fungus: Usually a dark spot that grows and spreads to other leaves. Learn more about fungus here. Remove the leaf + isolate the plant if a fungus is present.
WHY ARE LEAVES FALLING OFF MY PLANT?
Leaf drop, sadly, is a plant’s common response too many different stressors. It may need time to rest + recover. The most common reasons for leaf drop are:
- Temperature or environmental changes
- Low light
- Root rot
HOW OFTEN SHOULD I WATER MY PLANT(S)?
Plants need water more often during spring and summer and less often through fall and winter. How frequently you water will also depend on:
(Listed as “More Frequent” vs “Less Frequent”)
- Plant Type (Tropical vs Succulent)
- Size (4” vs 6”)
- Light Levels (Bright vs Low)
- Indoor temperature and airflow
I MAY HAVE OVERWATERED MY PLANT. WHAT DO I DO?
We’re glad you asked! Yellow or brown leaves, leaf loss, drooping, and wet soil are common symptoms of an overwatered plant. To confirm soil moisture, insert your finger at least 2 inches.
Help the plant recover by allowing the soil to fully dry, adjusting the watering frequency, and removing damaged leaves. Be sure the soil is not tightly compacted and offer the roots adequate drainage in the pot. If the plant is beyond recovery, you may be able to save it through propagation.
I FORGOT TO WATER MY PLANT. WHAT DO I DO?
We’re all bound to at some point. Common signs of underwatering are brown or dry leaves/stems, curled or shriveled leaves, and dry soil. To confirm that the soil is dry, insert your finger at least 2 inches.
Revive the plant by giving it a thorough watering, allowing excess water to flow from the drainage hole. Ensure it has proper air circulation and allow it to rest. Be sure to adjust the watering frequency going forward. If the plant is beyond recovery, you may be able to save it through propagation.
MY PLANT IS DYING! IS THERE ANYTHING I CAN DO?
We are happy to offer our customers direct plant support through Grounded Office Hours. Book a 15-minute call with our in-house Plant Specialist here - complimentary for all Grounded customers! Due to the in-depth nature of this service, it is currently reserved for Grounded customers only.
HOW CAN I TREAT INFESTATIONS ON MY PLANT?
Oh no! Pest and fungi infestations on a plant are never fun. If you suspect this is true, the first step is to isolate the plant from other greenery in your home to prevent spreading. Next, read our blog on treating pests. here.
It’s full of knowledge and DIY treatments on the subject. Remove infected leaves/stems and treat weekly for 2-3 weeks.
I HAVE NO CLUE HOW TO CARE FOR MY GROUNDED PLANT. CAN YOU HELP?
Of course! We aim to provide the education, resources, and support you need to feel confident in your plant care.
We are happy to offer our customers direct support through Grounded Office Hours.
Book a 15-minute call with our in-house Plant Specialist here - complimentary for all Grounded customers. Due to the in-depth nature of this service, it is currently reserved for Grounded customers only.
HOW DO I KNOW WHAT PLANT WILL BE BEST FOR ME?
We’re glad you asked! We offer a personalized quiz to suggest a plant that would suit your lifestyle + home. There are a few other things to consider:
- The light levels and direction of your windows.
- Research plants before committing to understand what each requires.
- Trial and error is a normal part of plant care! Don’t be discouraged to try something new.
- We’re committed to supporting you along your plant care journey. Reach out to us with care questions on your Grounded plant at any time.
HOW DO I KNOW WHAT KIND OF LIGHT MY HOME HAS?
Plants require anything from low to bright light and indirect or direct light.
Understand the direction of light your windows offer by downloading the compass app on your phone, or follow where the sun rises (east) and sets (west). We also have a quick breakdown of light types here!
I HAVE A LOW LIGHT HOME. WHAT PLANTS WOULD BE BEST FOR ME?
While plants will need some amount of light to survive, we offer plenty of options that suit low-light homes. You can also consider purchasing plant grow lights to have a greater range of brightness. Some great low-light plant options are:
WHAT DO I NEED KNOW ABOUT REPOTTING MY PLANT?
Great question! The basics on repotting your plant are:
- Spring or summertime is best
- Use a planter of the same size or up to 2” larger
- Research what soil type is best for the plant
- Water immediately after + do not fertilize for 6 weeks
- Read more on repotting your plant here!
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:
I’M INTERESTED IN YOUR CORPORATE GIFTING SERVICES. WHAT DO I NEED TO GET STARTED?
Our Corporate Gifting service is a great way to show your employees that you care about their growth and wellness.We are happy to offer a special catalog including exclusive pricing, add-ons, and webinars.Please tell us a bit more about your business and what you're looking for here.
HOW CAN I GET IN CONTACT?
HOW DO SUBSCRIPTIONS WORK?
Plant Subscriptions ship you a new surprise plant every 30 days, for a set number of months. Each month you will receive a different plant to expand your collection + expertise! We include care cards with each shipment and are happy to support you with any additional questions.
Subscription payments are billed automatically on the same date each month, beginning on the day of your purchase. For example, if you place your subscription order on the 1st of the month, you will be billed on the 1st of each month of your subscription. Your subscription will automatically end on the final month and there is no need to cancel it manually.
I AM AWAITING FOR MY NEXT SUBSCRIPTION PLANT. WHEN WILL IT ARRIVE?
CAN I PAUSE OR CANCEL MY SUBSCRIPTION?
If you need to pause or cancel your subscription for any reason, please contact us at email@example.com. As long as your next shipment has not been processed with a tracking number, we can pause or cancel your subscription at any time.
Subscriptions can be paused for up to 60 days. If your subscription needs to be temporarily paused, please include which month you’d like to resume your next shipment. Thank you!
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 firstname.lastname@example.org
Other inquiries? Let's chat.
Please email us at email@example.com