FAQ
Last updated: September 23, 2026
Frequently asked questions about orders, shipping, payment, and returns at Auntie House of Plants. Can't find your answer? Email info@auntiehouseofplants.com or call +1 347 365 3127 — we typically respond within one business day.
Orders
How do I place an order? Browse the plants on our website, add items to your cart, and complete checkout. You'll receive an order confirmation email as soon as your purchase goes through.
Can I change or cancel my order? Yes — within 24 hours of purchase, as long as fulfillment hasn't started. Email info@auntiehouseofplants.com with your order number. After 24 hours, or once your order is in fulfillment, edits may no longer be possible. If the package has already shipped, see our Refund & Return Policy.
What are your business hours?
- Monday: 10:00 – 18:00
- Tuesday: 10:00 – 17:00
- Wednesday: 11:00 – 17:00
- Thursday – Saturday: 09:00 – 19:00
- Sunday: 12:00 – 17:00
Do I need an account to order? No — you can check out as a guest. Creating an account just makes it easier to track orders and reorder.
Payment
Which payment methods do you accept? Visa, Mastercard, American Express, and Discover. All prices are in US Dollars (USD).
Will I be charged any extra fees at checkout? No. The total you see at checkout is the final amount — no processing fees, service charges, or hidden costs. Shipping is always free.
Is my payment information secure? Yes. Payments are processed through PCI-DSS compliant providers, and we never see or store your full card number.
What happens if there's a pricing error? We'll notify you, cancel the affected order, and issue a full refund.
Shipping & Delivery
Do you ship to my area? We ship only to the contiguous United States (the lower 48 states). We do not ship internationally or to Alaska, Hawaii, U.S. territories, or APO/FPO/DPO addresses.
How much does shipping cost? Free on every order — no minimum purchase required.
How long will my order take?
- Handling: 1–3 business days
- Orders confirmed by 5:00 PM Pacific Time start processing that business day
- Delivery: approximately 4–7 business days after shipment
How will I track my order? You'll receive a tracking number by email once your order ships. Tracking may take 24 hours to update after your label is created.
What if my package arrives late or gets lost? Carrier delays and rare lost parcels happen. Contact us at info@auntiehouseofplants.com with your order number and we'll investigate and make it right.
Do you offer local pickup or expedited shipping? Not at this time — all orders ship free within the contiguous US.
Returns & Refunds
What is your return policy? Request an ordinary return within 30 days of the delivery date. For ordinary returns, items must be in the same condition you received them, with original packaging, tags, and labels intact. Return shipping is free for authorized returns. For items that arrived damaged, unhealthy, defective, or incorrect, see the answer below.
How long do refunds take? After a return arrives and passes inspection, approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need an additional 5–10 business days to post the credit.
My plant arrived damaged or unhealthy — what do I do? Contact us as soon as possible, preferably within 7 days of delivery, with your order number and photos of the plant and packaging if available. We'll review your claim and work with you on an appropriate replacement or refund. Missing packaging or a later report will not automatically prevent us from reviewing your request.
Do you offer exchanges? Yes — if you'd prefer a different plant, contact us within 30 days and we'll help arrange an exchange, subject to availability.
What is not eligible for return?
- Ordinary returns of live plants that have been repotted, planted in the ground, or removed from their original container
- Damage or decline after delivery caused by improper care or failure to follow included care instructions
- Plants that perished because the package wasn't picked up promptly after delivery notification
- Ordinary returns requested after the 30-day window
- Ordinary returns of items without original packaging, tags, or labels
These ordinary-return conditions do not automatically prevent us from reviewing an item that arrived damaged, unhealthy, defective, or incorrect.
Plants & Care
Will the plant I receive look exactly like the photos? Each plant is a living organism, so natural variation in size, color, and shape is expected. The plant you receive may differ slightly from the photos due to season and growing conditions.
When should I inspect my plants? As soon as they arrive. If you notice a problem on arrival, contact us as soon as possible, preferably within 7 days of delivery. Photos help us review the issue if available.
What if my plant declines after arrival? Plants need proper light, water, and temperature after arrival. If your plant declined due to improper care or failure to follow the included care instructions, it isn't eligible for a refund. If you believe the issue started in transit, contact us as soon as possible, preferably within 7 days, and we'll review it. A later report will not automatically be refused.
Privacy & Security
Do you sell my personal information? No. We only use your data to fulfill orders and operate our store, as described in our Privacy Policy.
Do you store my credit card number? No — payments are handled by PCI-DSS compliant providers.
How do I contact you?
- Email: info@auntiehouseofplants.com
- Phone: +1 347 365 3127
- Address: 771 Rogers Ave, Brooklyn, NY 11226, United States
Related policies: Privacy Policy · Payment Policy · Shipping Policy · Refund & Return Policy · Terms of Service