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 take a photo of the damaged product and inform us using the form below. (Note: This often is within reason, and excludes plants that have been submitted to strenuous conditions such as repotting in the first 30 days, no watering, placed in direct sunlight when it would not have been or clear neglect.
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 note, we ship from Chicago and your plant is likely to go through cold conditions before arriving at your destination, even if your destination is warm, it may have to travel through cold conditions during the winter.
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. Unfortunately, we do not offer refunds. Your return must be sent within 14 days of your receipt of the ordered merchandise. Item(s) must be in original unused condition, and all tags, cards, boxes and/or pouches must be included with your return. If you fail to send your return in 14 days from the shipped date, your return request will be voided.
Return Costs: Soil & Clay will not be responsible for return shipping charges. If the item you received is incorrect or damaged then Soil & Clay will cover all shipping costs. Live plants are NOT available for return or exchanges. 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. For all other returns, we, unfortunately, will not cover the return shipping costs.
Cancelations: Soil & Clay only accepts cancellations within 12 hours of ordering if the item has not already shipped. After 12 hours all orders cannot be canceled no matter the reasoning. There may be occasions that orders are shipped the same day as the order is placed. After the item has shipped or after the 12 hour cancellation period has ended the item will no longer qualify for cancellation. Live goods may take 1-2 weeks or longer to ship depending on weather conditions and plant settlement. Once a live plant order has passed the 12 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 12 hours to ship it will NOT qualify for cancellation as the live good has been already prepared for its new home.
Exchanges: We do 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.
All international returns are responsible for return shipping.
*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 firstname.lastname@example.org.
Soil & Clay will not accept returns if you do not email us and receive a return confirmation number.