FAQs

SHIPPING & RETURN POLICY

Plant orders are shipped within 3-5 days depending on availability of the plant. We ship our plants Monday through Friday, all twelve months of the year! If you need your order urgently, please message us so we can upgrade your shipping (additional cost applied).  

Additional processing time may be required during Sale or Promotional periods due to above average order volume.  We thank you for your patience as we are always working as quickly as possible to pack and ship your orders!

Shipping will be via United States Postal Service within the United States and its outlying territories ONLY.  We do not ship internationally due to agricultural regulations.

We pack our products by hand and take great care to ensure that they arrive at their final destination safely. Your plant will be meticulously wrapped in bubblewrap and tissue papers and shipped in a sturdy box. Most 2" plants are shipped in their original plastic pot with soil. Fragile and big 4" plants are shipped bareroot to ensure their safety.

When opening your package, some soil may be loose in the box. Upon receiving your plants, make sure to remove them from their packaging immediately, and follow the care instructions in the instruction card provided.  Water as needed, making sure to water again only when the soil is completely dry.  Succulents are very hardy and will rebound easily with proper care.

It is the responsibility of customers residing in areas subject to extreme heat waves to plan the shipments until the weather is safe for shipping. Please message us at support@succulentsbox.freshdesk.com to postpone/ reschedule your shipments. Extremely high temperature can cause the plants to rot and die. Make sure to retrieve the packages as soon as they are delivered. Don't let the packages sit under direct sunlight for more than an hour.

⚠️Succulent Box is not responsible for damage done to plants by extreme weather. We cannot control the weather. Order at your own risk. 

We ship our plants throughout the year. However, it is the responsibility of customers residing in areas subject to freezing weather to purchase a Heat Pack.  While heat packs do not guarantee protection from frost, they will help prevent damage from occurring. Make sure to retrieve the packages as soon as they are delivered. Don't let the packages sit under direct sunlight for more than an hour.

⚠️Succulent Box is not responsible for damage done to plants by extreme weather. We cannot control the weather. Order at your own risk.

We only ship plants that are disease free and of good quality.  That being said, we cannot control what happens to your order during transit. We cannot accept returns on plant orders because the plants cannot survive 2 way shipping. However, we gladly offer refund or replacements if the plants arrived damaged. Please email us: support@succulentsbox.freshdesk.com if you have any an issue with your plant order. Please provide your order number and photos of the damage, both to the packaging and the plants.  Do not dispose of the plants or packaging as the carrier may request their return.  

For tools and pots orders, full refunds will be issued for any reason if your order is returned undamaged within 14 days of delivery. Customer is responsible for return shipping fees and any damage that occurs during transit.

Return address: Succulents Box, 21641 Canada Rd, #7D, Lake Forest, CA 92630

We only ship out beautiful, healthy plants! Please track your package and open it immediately upon arrival. If you receive your package and are not satisfied, please message us immediately. Fragile plants such as bearpaw, baby toe, etc. may break or loose a few of their leaves during transport. Please contact us for replacements if your plants are severely damaged. We'll try our best to accommodate you. 

COVERED BY QUALITY GUARANTEE: 
No roots 
Root rot 
Disease 
Broken stems 
Pest infestation (mealy bug, aphids, scale, etc) 
Numerous broken or missing leaves 
Incorrect or missing plant or product 
Visible damage to pots, planters, or other accessories 

NOT COVERED BY QUALITY GUARANTEE: 
Dried or wilted bottom leaves (naturally occurring in all plants; can be easily pulled off without damaging the plant) 
Potting soil on leaves (easily washed off with first watering) 
A couple of broken, missing, or wilted leaves, as long as 10 or more healthy leaves remain intact 
Minor color / shape differences from photograph in product listings (many succulents change color / shape continuously) 
Cold damage to packages without a heat pack 
Assorted products that differ from product photograph (EG: collections and trays where selection is our choice) 

Plants may be slightly larger or smaller than the pot they are grown in, depending on availability or time of year. Sedums such as Cherry Tart and Lime Zinger are dormant in the winter, i.e. they wilt, start dropping leaves, and look dead. It's simply a survival mechanism that help succulents stay alive over the cold winter and gear up for warmer days ahead. 

CANCELLATION POLICY

If you want to cancel a one-time product order, please email your cancellation request to support@succulentsbox.freshdesk.com. Please include your order number and “Order Cancellation Request” in the subject line of your email.

If you want to edit the Delivery Schedule, Billing/ Shipping Address, or Payment Method of your susbcription, please visit log into your account, click on "Delivery schedule" on the left hand side tab, then click “Edit” on the right hand side to reschedule or skip future deliveries.

If you want to cancel a subscription you have with us, please visit log into your account, click on "Subscription" on the left hand side tab, then click “Cancel” on the right hand side. You can cancel your subscription anytime, no question asked.

You can also email your subscription management/ cancellation request to support@succulentsbox.freshdesk.com. Please include the words “Subscription Management/ Cancellation Request” in the subject line of your email.

If you notice a charge on your credit after you cancelled your subscription, please email us immediately. Don't create a dispute with your bank just yet. Sometime the system takes time to update, or we may have missed your cancellation request email. 

faq

Your plant will be meticulously bubblewrapped and shipped in a sturdy box. Most 2" plants are shipped in their original plastic pot with soil. Fragile and big 4" plants are shipped bareroot to ensure their safety. When opening your package, some soil may be loose in the box. Plant orders are shipped within 3-5 days depending on availability of the plant. We ship our plants Monday through Friday, all twelve months of the year! If you need your order urgently, please message us so we can upgrade your shipping (additional cost applied). 

We do not ship outside of the continental United States.

We will gladly offer replacement or refund if your plants arrive broken/ dead. Please contact us immediately within a week of the plant's arrival. Photos of the damage are required. We'll always try our best to accommodate you :) 

Please email us: support@succulentsbox.freshdesk.com and attach at least a photograph of the issue for our records. We will respond within 2 business days. Returns are only accepted for pots/ tools orders.

We only ship out beautiful, healthy plants! Please track your package and open it immediately upon arrival. If you receive your package and are not satisfied, please message us immediately. Fragile plants such as bearpaw, baby toe, etc. may break or loose a few of their leaves during transport. Please contact us for replacements if your plants are severely damaged. We'll try our best to accommodate you. 

COVERED BY QUALITY GUARANTEE: 
No roots 
Root rot 
Disease 
Broken stems 
Pest infestation (mealy bug, aphids, scale, etc) 
Numerous broken or missing leaves 
Incorrect or missing plant or product 
Visible damage to pots, planters, or other accessories 

NOT COVERED BY QUALITY GUARANTEE: 
Dried or wilted bottom leaves (naturally occurring in all plants; can be easily pulled off without damaging the plant) 
Potting soil on leaves (easily washed off with first watering) 
A couple of broken, missing, or wilted leaves, as long as 10 or more healthy leaves remain intact 
Minor color / shape differences from photograph in product listings (many succulents change color / shape continuously) 
Cold damage to packages without a heat pack 
Assorted products that differ from product photograph (EG: collections and trays where selection is our choice) 

Plants may be slightly larger or smaller than the pot they are grown in, depending on availability or time of year. Sedums such as Cherry Tart and Lime Zinger are dormant in the winter, i.e. they wilt, start dropping leaves, and look dead. It's simply a survival mechanism that help succulents stay alive over the cold winter and gear up for warmer days ahead. 

It is the responsibility of the buyer to determine if extreme weather will impact the healthy shipment of their plants. Upon buyer’s request, we will hold the plants until notified that it’s OK to mail them. Please note that we cannot be NOT responsible for cold damage to packages without a heat pack. Thank you for your understanding.

We're a small team trying to pack and ship orders everyday. We ship early in the week to avoid weekend delay. If you order Friday-Sunday, your order will be shipped the following Monday. If you need your order urgently, please message us so we can upgrade your shipping (additional cost applied).  

Additional processing time may be required during Sale or Promotional periods due to above average order volume.  We thank you for your patience as we are always working as quickly as possible to pack and ship your orders!
HOLIDAYS: On a week including a holiday - Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas, New Year's, etc. - shipping may be delayed until the following week. 


EXTREME WEATHER NOTICE: We reserve the right to hold shipments during storms or periods of extreme heat or cold.

A detailed care instruction card is sent with each order. The most important thing to remember is that your succulents have been travelling in a dark box for several days. Therefore, they’ll need a few days to acclimate to the new environment. Keep them in bright shade or filtered sun for at least a few days before exposing them to direct sunlight.

Yes, absolutely. We ship hundreds of orders weekly from California. We rarely have any complaints about the condition of the plants when they arrive. In fact, we actually get lots of feedback from customers who are surprised at how great they look upon arrival. We ship some plants in pot with soil, and the soil tend to get shifted. A soft brush can quickly solve the problem.

While meticulously packaged, the plants might still be unhappy with being trapped in a dark box for a long time during shipping. Some may look slightly dull and wilted. Therefore, here are some steps you need to take to give your new plants a warm welcome:

Right after you receive the package, open it immediately. Carefully and gently remove the packing materials.Don't put the plants in sunlight immediately. These are greenhouse grown succulents, so they need to get acclimated to sunlight gradually. Keep them in the shade or indirect sunlight, and slowly introduce them to direct sunlight.Give the plants a few days to recover, then repot if necessary and start watering.If you receive the plants bare root, immediately pot them in porous succulent and cactus soil mix, then follow the same instructions above. The plants should perk up after getting a good soak from watering

Unfortunately, due to strict import and export regulations on rooted plants, we are not able to offer international shipping outside of the continental United States.

Your succulents are not getting sufficient sunlight. Move them to an area that gets at least six hours of sunshine during the day. Most succulents like direct sun when the temperatures are low (mornings / evenings) and filtered sun or partial shade when temperatures are high (mid-afternoon). 

Most succulents will generally look like their photos when they arrive. However, some succulents change color gradually throughout the year, and some are a bit younger. Our photos typically show them during their "peak" season for color, which should be noted in the description. Also, please be aware that all succulents ship in a dark box, they may lose some color during their journey to your location. Do not worry; this color change is temporary. They will recover rapidly once they get sufficient sunlight and water. If you feel that your succulent is too small/ different, please double check with the product description prior to contacting us.

We recommend any well-draining soil or cactus / succulent mix at your local garden center/ Home Depot. Avoid normal flower soil, or add 50% perlite or pumice if you don’t have access to a well-draining soil. Raised beds or pots with drainage are recommended in wetter areas.

If you live in areas where the weather is gloomy all year round or if your house doesn’t have a well-lit terrace or enough windows, you should consider limiting your purchases to only those succulents that remain green even when “stressed”. They have a higher chance of thriving and staying healthy even in low-light conditions. Plus, you won’t have to worry that they will lose their stunning colorful shades or compact shape. If you still love to add some colorful species to your collection, you should invest in some reliable grow lights. Fluorescent light bulbs that deliver the color temperatures from 5000K to 6500K can provide a light source that resembles natural daylight the most.