Echeveria 'Heart Song' 2" Succulent Plant (Potted)

We take great care in growing, inspecting, and packing every plant that leaves our greenhouse. Because plants are living, perishable products, our policies are a little different from those for ordinary merchandise.

Live Plant Returns

We do not accept returns of live plants.

Returning a plant requires it to be repackaged and shipped for a second time, which can cause significant stress, damage, or loss of the plant. For that reason, we have found that returns are rarely in the best interest of the plant or the customer.

If there is a problem with your order, please do not ship the plant back to us. Contact us instead and give us the opportunity to help.

If Something Isn't Right

If a plant arrives with a significant health or quality issue, please contact us at sales@truesucculents.com within 72 hours of delivery.

Please include your order number, a description of the issue, and clear photographs of the plant and packaging. Depending on the circumstances, we may offer a replacement, store credit, or refund.

Qualifying issues may include plants that arrive severely damaged due to our packaging, rotten, significantly cold damaged, or with a confirmed pest problem.

Because we cannot control a plant's environment or care after delivery, all plant health and quality concerns must be reported within 72 hours of delivery.

Pest Management

True Succulents maintains a comprehensive Integrated Pest Management (IPM) program throughout our greenhouses. New arrivals are inspected and treated, and our existing plants are routinely monitored and treated as necessary for common succulent pests including aphids, mealybugs, flat mites, and thrips.

Despite these precautions, plants are living products and no pest-management program can guarantee that an occasional pest will never be present.

If you believe a plant arrived with a pest, please contact us within 72 hours and provide clear photographs or video showing the pest or evidence of infestation. We must be able to document and evaluate the issue before providing a replacement, credit, or refund.

Normal Shipping Stress

Even with careful packaging, plants may look slightly different after traveling through the mail.

Minor leaf loss, cosmetic blemishes, temporary color changes, some stretching, separation of offsets or clusters, and plants becoming partially dislodged from their pots can occasionally occur during transit. These issues generally do not affect the long-term health of the plant and do not qualify for a refund or credit.

Cold Weather

We ship throughout the winter and take additional precautions when freezing temperatures are expected, including insulation when appropriate.

If your plants arrive with significant cold damage, please contact us within 72 hours with photographs. Once documented, we will work with you on an appropriate replacement, credit, or refund.

Carrier Loss, Damage & Delays

Once a package has been accepted by the shipping carrier, delays, loss, or mishandling can occur outside our direct control.

If your package is lost or significantly damaged by the carrier, please contact us. We will assist with the applicable USPS or UPS claim process and provide any information needed from our end.

Carrier claims and insurance are subject to the individual carrier's terms, coverage limits, and approval.

Incorrect Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error before your order ships, contact us as soon as possible and we'll be happy to correct it. Once an order has shipped, we cannot guarantee that an address can be changed or a package redirected.

We cannot provide refunds or replacements for orders delivered incorrectly due to an incorrect or incomplete address provided at checkout.

Freight Forwarders & Transshipping

Orders delivered to freight forwarders, transshippers, or other third parties for additional shipment are made at the customer's risk.

Our responsibility for the condition of live plants ends when the order is successfully delivered to the original shipping address provided at checkout. We cannot guarantee plants after additional shipping, international forwarding, customs processing, or handling by a third party.

International Orders

Customers ordering outside the United States are responsible for understanding their country's import requirements and for any applicable taxes, duties, customs fees, permits, or inspections.

International shipping of live plants involves additional risks, including customs delays and extended transit times. These risks are assumed by the customer unless otherwise agreed upon before shipment.

Cancellations

If you need to cancel an order that has not yet shipped, please contact us as soon as possible. We will do our best to accommodate cancellation requests before fulfillment begins.

Pottery & Non-Plant Merchandise

We carefully pack pottery to protect it during transit, but occasionally breakage can occur.

If pottery arrives broken, please contact us within 72 hours of delivery. We will refund the damaged piece, but we require clear photographs of both the shipping box and packaging as well as detailed photographs of the broken pottery to document the damage.

Please retain the damaged item and all packaging until the issue has been resolved, as additional documentation may occasionally be required.

For problems involving other non-living merchandise, please contact us within 72 hours of delivery so we can help resolve the issue.

We're Here to Help

Plants are living things, and occasionally something unexpected happens despite everyone's best efforts. We handle legitimate concerns reasonably and individually.

If something isn't right when your order arrives, please contact us. In many cases, we can help determine whether a plant is experiencing normal shipping stress or whether there is a genuine problem that needs to be addressed.

Contact: sales@truesucculents.com