Refund policy

Return & Refund Policy — Izzy's Tropicals and Plant Shop

This website and its business operations are owned and operated by Thomas Matthew Redding, doing business as Izzy's Tropicals and Plant Shop.

Last Updated: August 7th, 2026

Overview
We stand behind the health and quality of every product we ship. To protect the health and safety of our inventory, we do not require or accept physical return shipments for live plants. Instead, live plants are fully protected by our 30-Day Arrive-Alive Guarantee which provides full refunds or replacements for transit issues. For non-perishable items such as pots, planters, soil, and accessories, we accept standard physical returns within 30 days of delivery.

1. Email us at support@izzyplants.com within 30 days of the recorded tracking delivery date.
2. Include your order number and clear photo evidence of the plant's condition.
3. Claims submitted without photo evidence cannot be processed.

Once your photo evidence is verified, you can choose between a full refund to your original payment method, a replacement plant of equal value, or a store credit code. 

What qualifies: Severe shipping damage—crushed, broken, or dead-on-arrival due to transit conditions.
What does not qualify:
* Minor cosmetic imperfections such as a single yellowing leaf, a bent stem, or slight soil disruption.
* Natural variation in size, shape, color, or leaf count from listing photos.
* Decline due to care conditions after delivery (incorrect light, watering, humidity, etc.).

❄️ Cold Weather Shipping Policy
We take extra care to ensure your plants arrive healthy even in cold weather. Tropical and subtropical houseplants are sensitive to temperatures below their tolerance. Cold exposure can cause mushy, darkened, or wilted leaves, and severe cold damage is often irreversible.

Our cold-weather measures:
* We monitor weather conditions and may hold shipments until it is safe to ship during extreme cold snaps.
* It is the customer's responsibility to add a heat pack to their order at checkout when shipping to cold-weather regions. We are not responsible for cold-related transit damage on orders where a heat pack was not purchased.

Heat Pack Policy: A heat pack is strongly recommended for orders shipping to cold-weather regions—one heat pack per every 3–4 plants. If you decline a heat pack at checkout and your plant arrives cold-damaged, the order is not eligible for our Arrive-Alive Guarantee, refund, or store credit. By declining a heat pack, you accept full responsibility for cold-related transit damage.

📦 Non-Perishable Items
For non-perishable items—including pots, planters, moss poles, soil mixes, and other accessories—we accept standard returns.

* Return window: 30 days from delivery date.
* Item condition: Items must be unused, unopened, and in their original packaging.
* Return shipping costs: Customers are responsible for all return shipping costs. Original shipping charges are non-refundable.
* Processing time: Approved refunds are issued to the original payment method within 7–10 business days.
* How to return: Email support@izzyplants.com with your order number to request return authorization and the correct return shipping address. DO NOT attempt to send any returns back without prior approval.

🔄 Exchanges
We do not offer traditional cross-shipping product exchanges. If a non-perishable item does not meet your needs, you may return it for a refund within 30 days and place a new order for the desired item.

⚠️ Additional Shipping Policies
Incorrect shipping address: Address changes can only be made within 24 hours of order placement. We can't guarantee address change after 24 hours has passed.

Contact Information
📧 support@izzyplants.com
📞 830-457-4110
📍 701 W Leona St K1,Dilley, Texas 78017, United States
Customer Service Hours: 8:00am–7:00pm Mon–Fri CST
🌐 izzyplants.com