Refund Policy
🌿48-Hour Live Arrival Guarantee
We guarantee that your plants will arrive alive and healthy. Because succulents are living creatures that can be stressed by travel, we provide a 48-Hour Window for all live plant concerns.
The Rule: If your plant arrives dead, severely damaged, or in poor health, you must contact us at [email protected] within 48 hours of the delivery timestamp.
What we need: Please include a clear photo of the plant and a brief explanation of the concern.
The Resolution: We will promptly review your case and offer a replacement (if in stock) or a refund. Note: Claims made after 48 hours of delivery are not eligible for the Live Arrival Guarantee.
📦Damaged Planters & Hard Goods
If your planter or equipment arrives broken, please send photos of the damaged item and the original packaging within 48 hours. This allows us to file a claim with the shipping carrier. Please retain all packaging until the claim is resolved. Once verified, we will issue a refund or replacement.
❄️Winter Protection Policy (November – March)
For our Canadian customers, winter shipping requires extra care.
Coverage: We only offer a health guarantee during winter months if Winter Protection (Heat Pack & Insulated Packaging) was added to your order.
Assumption of Risk: Orders shipped without Winter Protection during freezing temperatures are "at-risk" and are not eligible for refunds or replacements due to cold damage.
🪴Plant Acclimation & Descriptions
Natural Variation: While we strive for "What You See Is What You Get," plants are unique. Slight variations in color, shape, and size are normal.
Shipping Stress: Succulents may lose a few leaves during transit or appear slightly "stretched" (etiolated). This is a natural response to being in a dark box. With proper light and care upon arrival, they will regrow and thrive. Please allow your plants 7–10 days to acclimate to your home environment.
💳Cancellations & Price Adjustments
Cancellations: If you wish to cancel an order before it has shipped, a 5% transaction fee will be deducted from the refund to cover non-refundable payment processing fees. Alternatively, we can provide 100% value in Store Credit.
Price Adjustments: Due to our "First Come, First Serve" policy on rare inventory, we do not offer price adjustments for items that later go on sale.
🛍️Sale Items & Returns
Final Sale: Items purchased at a discount of 30% or greater (including promo codes) are Final Sale and cannot be returned or refunded.
Returns: For eligible non-plant items, you are responsible for return shipping costs. These costs will be deducted from your final refund amount.
✨Digital Goods & Virtual Garden
All purchases related to the BBSucculents Virtual Garden—including Mystery Seeds, BB Coins, Rooting Hormones, Revive Kits, and Slot Expansions—are final and non-refundable.
Instant Activation: Digital items are consumed or activated immediately upon purchase and have no real-world monetary value.
Agreement: By purchasing a digital item, you acknowledge that it cannot be returned, exchanged, or transferred.
For any further questions or concerns, please email us at [email protected]. Include your full name and order number in your message for efficient assistance.