FAQs

You've got questions. We've got answers. Can't find what you're looking for? Give us a shout at [email protected]

Shipping

Help! I put in the wrong shipping address.

Email us right away with the correct address and we'll do our best to get it updated. No changes can be made to an order once it has been shipped.

Where do you ship?

We ship anywhere in the contiguous United Staes (48 states). We’ll definitely let our customers know if and when we expand our shipping area.

Which service do you use to ship?

We ship via USPS, UPS, or Fedex depending on the address provided. We are unable to take specific shipping service requests.

When will my order ship?

Orders usually ship within 2-4 days of being placed, but we aim to get them out sooner. We do not fulfill orders on national holidays, and during periods of inclement weather, shipments may be delayed for the safety of your plant.

How long does shipping take?

Transit times can vary from 1-5 business days depending on locations. Expedited shipping takes 2 business days. During periods of inclement weather, shipments may be delayed for the safety of your plant.

How much is shipping?

Shipping cost varies based on distance traveled and total cart size, starting at $4. We ship anywhere in the contiguous United States (48 states).

Are you able to guarantee delivery dates?

As much as we wish we could, we cannot control delivery time. An estimated delivery date will be provided through the tracking link about 24-48 hours after the package ships.

Expedited shipping: As a result of carrier delays due to limited staff, weather advisories, and safety precautions, delivery within 2 business days after orders are processed cannot be guaranteed.

Can I get same day delivery or expedited shipping?

Procrastinator? We feel you. Fortunately, we do offer 2-day expedited shipping at checkout. Orders placed with expedited shipping before 2PM ET will ship the following business day.

Can I ship my order to multiple addresses?

We can only ship your order to one address, so if you want to gift ol' Aunt Pippa something, make sure you purchase her order separately. If you are sending plants to 15+ different locations, click here and we’ll help you set up a bulk order to make your life a little bit easier.

Can you ship to military addresses (APO/FPO/DPO)?

Yes, we can!

I never got my package!

If order tracking shows 'Delivered,' we ask that you please wait it out. Sometimes our shipping partners provide delivery notifications before the item was received, or sometimes it’s delivered to a neighbor in the same building but not the actual addressed recipient.

If it has been 3 days and is still a no-show, email us at [email protected] and we’ll try our best to assist you further.

Can you ship to PO Boxes

Unfortunately, our packages cannot be safely delivered to PO Boxes.

Orders

Can I change or cancel my order?

We process all orders within 24 hours, so please let us know within that timeframe if you need to modify or cancel your order. Once a label is printed, no changes or cancellations can be made, even to the shipping address.

Can I place a hold on my order?

We’re happy to hold orders for a maximum of two weeks. Any longer than that and the plant probably won’t fit in the box anymore.

What's your 14-Day Guarantee about?

We guarantee healthy, happy plants. If they're severely damaged or die within 14 days of arrival, we'll take care of you. Send photos to [email protected] and we'll get you sorted. Please note: unfortunately, we do not offer refunds or replacements for cold damage if you do not add winter packaging to your order.

Do you accept returns?

We don't accept returns on plants, accessories, supplies, or merchandise. However, if your plant or planter comes damaged, send us a note ASAP along with pictures of the damage to [email protected]. We’ll take care of you. Please note: unfortunately, we do not offer refunds or replacements for cold damage if you do not add winter packaging to your order.

I reached out but haven't heard back. Help!

We’re real humans with plants of our own to take care of, so sometimes customer inquiries will take a little longer to receive a response. We aim to always respond within one business day, but are active on weekdays from 10AM to 6PM EST. The quickest way to reach us is through email via [email protected]. You’ll still hear back from us if you use other methods of communication, but it may not be as swift.

Are all products eligible for sales and discounts?

All products are eligible for discounts with the exception of subscription boxes, and products by NewMade LA, WallyGrow, Areaware, and Peach & Pebble.

Marketing

When and how can I get notified of important updates?

We send you deals, discounts, and updates if you subscribe to our SMS or email marketing lists (with your consent, obviously). We have more information about those communications here: https://heyrooted.com/pages/sms

Gifting

Can I make a gift order?

Yes, you can! What better way to show you care than to be responsible for someone's plant problem? Just check the box at checkout and you're good to go.

Can I send a note in my gift order?

Yes! When you check the box that says "Is this a gift?", a text box will open for you to pour your heart out.

Where will my gift note be included?

All personalized gift notes are printed directly onto the packing slip.

Will the recipient know how much I spent?

Nope! We never print our prices in any order, so no need to worry about that. Pricing will only be visible on the digital receipt sent in your order confirmation.

How do gift cards work?

Gift cards are sent directly to the inbox of the email address entered at checkout. You can either enter the recipient's email or your own. If you want to include a gift note, you must email the gift card to yourself, and then forward it to the recipient with the note attached to the body of the email. Unfortunately, notes cannot be sent directly to the recipient at this time.

Plant Care

Just received my plants! Why do they look sad?

Plants are living, breathing organisms and may need some sunlight, water, and light pruning to recover from the shipping process. It can take some time for them to adjust to their new homes, but if they don't bounce back within 3 to 5 days, reach out to us and we’ll get you sorted! You can also refer to our blog for immediate next steps on what to do when you receive a new plant.

My plant looks different from the pictures.

All plants are different, just like us. There can, and will be, differences in color, size, growth, and maturity. We will always do our best in sourcing and growing the highest quality plants for you, but there definitely will be variations. Uniqueness in nature is a beautiful thing!

I have no idea what plant I have.

On your packing slip, you will find keywords to help you identify your plant. From there, you can access its care by scanning the QR code that came in your box, which will bring you directly to our Plantopedia. Received a bundle or purchased it elsewhere? No problem. Email us at [email protected] or hop on Discord and we’ll help you identify it!

What if I received a plant that's broken or damaged?

If your plant is exhibiting slight damages, such as leaf tears or bruising, don’t freak out! Shipping can be rough on plants, but they are incredibly tough creatures that will bounce back with proper care. If you believe that the damage is severe and don’t know how to help the plant, let us know by sending a photo to [email protected] and we’ll get you set up with rehabilitative care tips and determine whether a replacement is necessary.

What if my plant arrives with pests?

When it comes to pest-prevention, trust that we do all in our power to keep our plants bug-free. Still, mother nature can sometimes find a way. If your plant ever comes with unwanted friends, isolate it immediately and email us at [email protected]. We’ll take care of your order right away and offer treatment instructions so that you and your plants can rest easy.

Something’s wrong with my plant!

Don't freak out! Email photos and a quick blurb to [email protected]. We usually respond within one business day.

I’m scared of killing plants. What do I do?

Plant care can be intimidating, but we promise, it’s easier than you think. Make sure to read the care tips provided on each page, or search for extensive information in our Plantopedia. You can also check out our blog for tips, tricks, and more. Plant care is a journey, and we’ll be there with you every step of the way. If you ever feel uncertain, you can always email us at [email protected].

Why are some of my leaves discolored?

Plants can become stressed, and they also age — they’re just like us! Stress can stem from different areas of care and environment. Unlike us, they can't talk, so it's up to us to figure out what's bothering them.

Yellowing leaves? Click here.
Browning leaves? Click here.

Still unsure? Send us some pictures at [email protected].

My plant is excessively droopy—what’s up?

Does your plant look like it went out dancing until 4AM without staying hydrated? Unlike you, it doesn’t need Pedialyte—give it a thorough watering, and it’ll perk back up throughout the day. If it’s still droopy after 24 hours, let us know. Just make sure to not leave it sitting in a tray of water.