OUR GUARANTEE

If your plant dies within 14 days of purchasing it, no problem! We will replace it for free. If your plant died or item arrived damaged, please inform us below. (NOTE: Customer care may request a photo of damaged plant, photos can be sent to customercare@soilandclay.com).

For orders shipped during the winter and arrive frozen, Soil & Clay will not replace or be responsible if the customer did not purchase a heat pack for their order.

*Please fill out only the parts of the form that best suit your inquiry or issue.

The delivery address (Please provide the correct address in the "Anything else?" section below!)
An item in my order
The gift note
My order was missing something
My order arrived damaged
My order was incorrect
My plant is not up to my expectations
Other (Please let us know specifics in the "Anything else?" section below!)

Thank you so much for shopping with us! Your support means the world to us. 

Return policy: Soil & Clay currently offers store credit on all products, with the exception of “sale” items that are final sale less any costs associated with shipping.  

Lost or stolen packages: If a package is lost or damaged in transit, please notify customer care (customercare@soilandclay.com) and we can offer store credit for your items. Evidence may be requested. 

Return Costs:   If there is an issue with your live plant and it falls without our 14 day guarantee then you will receive a credit for that live good. 

Cancelations: Soil & Clay only accepts cancellations within 24 hours of ordering unless it is placed on a Sunday as we ship on Mondays. There may be occasions that orders are shipped the same day as the order is placed. After the item has shipped or after the 24 hour cancellation period has ended the item will no longer qualify for cancellation. Once a live plant order has passed the 24 hour cancellation window it will not be able to be canceled as live stock is extremely limited in inventory and will be marked as “sold” and ready for shipment. If your live order takes more than 24 hours to ship it will NOT qualify for cancellation as the live good has been already prepared for its new home.

Exchanges: We accept exchanges only for store credit within the 30 day period. We do not provide product for product exchanges. We do not provide exchanges for live goods.

Any merchandise in its original packaging you would like to return for an exchange (less original & return shipping) must be sent back to Soil & Clay within 30 business days of receipt of product. Item must be received within 21 days of return request. Return shipping is non-refundable. 

 *Please note that there will be a $10 charge if you fail to return your item(s) back with all of the original packaging.

Please allow up to 15 business days for your exchange or return to be processed. Business days are Monday-Friday with the exception of federal holidays. Return processing begins after your package is delivered to us. For any inquiries concerning returns or exchanges, please contact Customer Service via email at customercare@soilandclay.com.

Soil & Clay will not accept returns if you do not email us and receive a return confirmation number.