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: June 5, 2026

Overview

All live plant sales are final. We do not accept returns or exchanges on live plants due to their perishable nature. However, we stand behind the health and quality of every plant we ship and offer replacements or store credit when plants arrive damaged due to shipping. For non-perishable items such as pots, planters, soil, and accessories, we accept standard returns within 30 days of delivery.

🌿 Live Plant Policy

All live plant sales are final. We do not accept returns or exchanges on live plants once they have shipped.

30-Day Arrive-Alive Guarantee

If your plant arrives severely damaged or dead due to shipping conditions, we will make it right. To file a claim:

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

If your plant is eligible, we will send a replacement of equal value. If the exact plant is out of stock, you may choose a different plant of similar value. If no suitable replacement is available, we will issue store credit.

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.)

For minor, non-fatal cosmetic damage, we may offer a partial store credit (up to 50%) on a case-by-case basis.

❄️ 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:

  • Orders to cold-weather destinations are packed with insulation and a heat pack to maintain safe temperatures during transit
  • 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 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
  • Items must be unused, unopened, and in original packaging
  • Customers are responsible for all return shipping costs
  • Original shipping charges are non-refundable
  • Approved refunds are issued to the original payment method within 3–5 business days

No exchanges are offered. Store credit is available as an alternative to a refund.

⚠️ Additional Policies

  • Incorrect shipping address: Address changes can only be made within 24–48 hours of order placement. If an order is delivered to an incorrectly entered address, a replacement shipment to the correct address is available at a 20% discount
  • No direct exchanges are offered on any items
  • This website and its business operations are owned and operated by Thomas Matthew Redding, doing business as Izzy's Tropicals and Plant Shop.
  • 📧 Support@izzyplants.com
  • 📧 Matthewredding@izzyplants.com (Owner)
  • 📞 830-457-4110
  • 📍 701 W Leona St K1, Dilley, Texas 78017
  • 🌐 izzyplants.com