Neverland - 30 Day Trust Guarantee
Our mission at Neverland is to make nature accessible to all by connecting you with the beauty of plants. We partner with independent merchants across the USA to deliver healthy indoor and outdoor plants to your doorstep. We vet our merchant's fulfillment and shipping process to ensure they have best-in-class, secure packaging so your plant arrives in the best condition.
Live plants can be delicate, and some conditions are beyond our control, such as weather conditions and third-party shipping handlers. That is why we stand by our 30-Day Trust Guarantee. If you are not happy with the arrival of your new live plant friend, we want to make sure you get a replacement as soon as possible from our trusted merchants.
What is a 30-Day Trust Guarantee?
We guarantee that you will receive a healthy plant from our merchants when you order on Neverland! If your plant arrives dead or damaged from shipping, we will work with you and the merchant to replace your plant to your satisfaction within 30 days of placing your order. If we're unable to send you an exact replacement, we will work with you to get another similar plant as soon as possible.
Please note that for orders placed from November to December to areas that have cold weather below 40 degrees Fahrenheit, we require a heat pack to be purchased with each order to offer the 30-Day Trust Guarantee. You can elect to not add the heat pack to your order, but be cautious as you'll be responsible if the plant is damaged due to weather.
My plant has arrived damaged, what do I do next?
If a live plant that you’ve ordered through Neverland has health issues originating during shipping and has arrived damaged, we’ll be happy to get you a replacement plant. In order to submit a request for a refund, please send the following to [email protected]: Order #, Photos of the damage or issue, a photo of the box that it shipped in, and details of the issue or damage. Every live plant is covered under our 30-Day Trust Guarantee. We will work with you to resolve the issue and/or replace the plant to meet your satisfaction within 30 days of purchase. If we cannot send an exact replacement, we will work with you to get another similar plant as soon as possible.
Can I send my plant back?
Unfortunately, our merchants don't accept live plant returns of any kind. For non-plant products, please consult the return policy for each merchant or reach out to [email protected] We will be able to work with you to handle non live-plant returns.