SHIPPING POLICY

Processing Times

Orders are generally processed within 2–3 business days, excluding weekends and holidays.

Processing times may be extended during sales, product releases, high-volume periods, holidays, severe weather, or other circumstances outside our control.

Customers will receive an email or notification when the order has shipped.

Live Plant Shipping Schedule

To reduce the amount of time live plants spend in transit or remain inside carrier facilities over a weekend, we may ship live plant orders only on selected days of the week (Monday to Wednesday).

We reserve the right to adjust the shipping date when necessary to protect the health of the plant.

Weather Holds

We may delay shipment because of extreme heat, freezing temperatures, severe storms, hurricanes, carrier disruptions, or other unsafe transit conditions.

When reasonably possible, we will notify the customer of a weather-related delay.

Weather holds are intended to protect live plants and do not automatically qualify an order for cancellation or refund.

Shipping Rates

Shipping rates are calculated or displayed at checkout based on the selected service, package size, package weight, destination, and products ordered.

The customer is responsible for reviewing all shipping charges before completing the purchase.

Shipping Destinations

We currently ship to eligible addresses within the United States where permitted.

We do not ship live plants to locations where shipment is restricted or where additional permits, inspections, or documentation would be required unless expressly arranged in advance.

We reserve the right to cancel and refund orders that cannot legally or safely be shipped to the destination provided.

Carrier and Delivery Estimates

Orders may be shipped using USPS, UPS, or another available carrier.

Delivery dates shown at checkout or provided by a carrier are estimates and are not guaranteed by Isla Green.

Isla Green is not responsible for delays caused by the carrier, weather, holidays, incorrect addresses, service interruptions, natural disasters, or other circumstances outside our control.

Customer Responsibilities

Customers are responsible for:

• Providing a complete and accurate shipping address.
• Monitoring tracking information.
• Ensuring that someone can retrieve the package promptly.
• Protecting live plants from extreme temperatures after delivery.
• Contacting the carrier when delivery instructions or access arrangements are needed.

We are not responsible for damage or loss resulting from an incorrect or incomplete address provided by the customer.

Address Changes

Address correction requests must be submitted as soon as possible.

We cannot guarantee that an address can be changed after an order has been placed. Once an order has shipped, we may be unable to redirect it.

Additional carrier fees caused by an incorrect address, refused delivery, or failed delivery attempt may be the customer’s responsibility.

Delivered Packages

An order is considered delivered when the carrier marks it as delivered to the address provided at checkout.

Customers should inspect and open live plant packages immediately after delivery.

Packages should not be left outdoors, in direct sunlight, inside hot vehicles, in freezing temperatures, or in unsecured areas.

Lost, Missing, or Stolen Packages

If tracking shows no movement or indicates that a package may be lost, contact us at help@islagreenplants.com so we can review the shipment.

If tracking shows that a package was delivered but the customer cannot locate it, the customer should:

• Check around the property.
• Ask household members or neighbors.
• Review any available delivery photograph.
• Contact the carrier.
• Confirm that the shipping address was entered correctly.

Isla Green is not responsible for packages stolen after confirmed delivery. However, we will reasonably assist the customer with available carrier information or claims.

Damaged Shipments

Report shipping damage as soon as possible after delivery.

Email help@islagreenplants.com with:

• Your order number.
• Photos of the unopened package.
• Photos of the box and shipping label.
• Photos of the internal packaging.
• Photos of the plant or product immediately after opening.
• A description of the issue.

Keep all packaging until the claim has been reviewed. The carrier may require additional documentation or inspection.

Winter Protection and Heat Protection

When available, insulation, heat packs, cold packs, or other protective materials may be offered.

These products reduce risk but do not guarantee that a plant will be unaffected by extreme temperatures, delays, or prolonged exposure.

Local Pickup

Local pickup may be available in the Austin, Texas area for eligible orders.

Customers must wait until they receive a pickup confirmation before arriving. Pickup instructions and the exact location will be provided when the order is ready.

Contact

Questions about shipping may be sent to:

help@islagreenplants.com