Refund Policy

Shipping & Refund Policy

Pope's Big Island Ornamentals

At Pope’s Big Island Ornamentals, we take great pride in selecting and packing the highest quality tropical plants for their journey to your home. Because we deal with live, perishable goods, our refund policy is strictly enforced to ensure the sustainability of our nursery.

1. The 24-Hour Inspection Period

Plants are living organisms that can be stressed by shipping. Upon the arrival of your order, it is your responsibility to inspect your plant immediately.

No refunds, returns, or replacements will be considered unless you contact us within 24 hours of the delivery timestamp provided by the carrier.

2. Eligibility for a Refund or Replacement

To be eligible for a resolution, the plant must arrive in a condition that is beyond "standard shipping stress" (e.g., significant rot, broken main stems, or severe pest infestation).

Minor cosmetic damage, such as a torn leaf or slight yellowing due to darkness during transit, is common and does not qualify for a refund.

3. How to File a Claim

If your plant arrives in poor condition, please follow these steps within the 24-hour window:

Take Photos: Capture clear, high-resolution images of the plant, the specific damage, and the original packaging.
Contact Us: Email [Your Email Address] with your Order Number and the attached photos.
Hold onto the Plant: Do not discard the plant or the packaging until we have reviewed your claim.

4. Exclusions

We cannot offer refunds or replacements under the following circumstances:

Claims made after the 24-hour delivery window.
Plants that have been repotted, pruned, or otherwise altered by the customer.
Damage caused by extreme weather (heat or freeze) if the customer did not purchase a heat pack or was not present to receive the package immediately upon delivery.
Packages stolen after successful delivery.

5. Resolution

Once your claim is reviewed, we will, at our discretion, offer a replacement (if stock is available), a store credit, or a partial/full refund to the original payment method.