Refund policy

At HerbWild, we want every customer to have a successful experience with their herbs. Because we ship live plants, this policy is designed around the realities of shipping and caring for living products.

15-Day Healthy Plant Guarantee

Every HerbWild plant collection comes with a 15-Day Healthy Plant Guarantee. If there are any issues when your plants arrive, or while you are getting them settled into their new home, please contact our team and we will review the issue with you and work to make it right in accordance with this policy.

The 15-day guarantee period begins on the date your order is marked as delivered.

The Healthy Plant Guarantee covers:

plants that arrive severely or unsalvageably damaged in shipping
plants that do not survive the initial transition into your home or garden within 15 days of delivery

Some degree of shipping or transplant shock is normal with live plants and does not automatically qualify for an immediate refund or replacement. Shipping shock may include temporary wilting, bruising or blemishing on foliage, minor leaf drop, broken stems, temporary drooping, slight yellowing, or a generally stressed appearance upon arrival.

When we receive your claim, our team will review the photos you provide and assess the condition of the plants. If we determine that the plants arrived with severe damage and are unlikely to recover, you may choose one of the available remedies right away. If the issue appears to be normal shipping or transplant shock, we may ask you to plant and care for the herbs as directed and allow them time to recover.

If the affected plants do not recover and do not survive the initial transition within the 15-day guarantee period, you will be eligible for a remedy under the Healthy Plant Guarantee.

For approved claims under the Healthy Plant Guarantee, you may choose one of the following remedies:

replacement plants shipped at no additional charge
store credit
a full refund to the original payment method

This guarantee does not apply to damage or loss resulting from improper care, neglect, failure to follow provided instructions, extreme weather after delivery, pest damage after delivery, animal damage, or other conditions outside HerbWild’s control.

How to Submit a Claim

To submit a claim under the Healthy Plant Guarantee, please contact us through our Contact page within the applicable claim window.

For plants that arrive severely or unsalvageably damaged, you must contact us within 48 hours of delivery.

For plants that do not survive the initial transition into their new home or garden, you must contact us within the 15-day Healthy Plant Guarantee period, which begins on the date your order is marked as delivered.

Please include:

your order number
a description of the issue
clear photos of the affected plants

Photo evidence is required so our team can assess the condition of the plants and resolve your claim as quickly as possible. You do not need to return live plants to submit a claim.

We strive to respond to all Healthy Plant Guarantee claims within 3 business days; however, response times may be longer during high-volume periods.

What Is Not Covered

The Healthy Plant Guarantee does not cover:

plants reported outside the applicable claim window
normal shipping or transplant shock that resolves with proper care
damage or loss caused by improper care after delivery
issues arising from failure to follow the provided care guide
plants that were left in their packaging or otherwise left in unsuitable conditions after delivery
plants that were delivered but not promptly unboxed
damage caused by pests or animals after delivery
damage caused by extreme weather or other environmental conditions after delivery
orders that were refused at delivery
orders that are lost, returned, delayed, or misdelivered due to an incorrect or incomplete shipping address provided by the customer
packages marked as delivered by the carrier but not received after delivery, including suspected theft after delivery

Non-Plant Returns

For non-plant products, including accessories and other merchandise, HerbWild accepts returns within 30 days of delivery, provided the item is unused, in new condition, and in its original sealed packaging, unless the item was received defective, damaged, or incorrect.

To initiate a return for a non-plant product, please contact us through our Contact page within the applicable return period.

Unless the item was received defective, damaged, or incorrect, return shipping costs for non-plant returns are the responsibility of the customer.

Approved non-plant returns must be sent to:

HerbWild
357 Highway 47
Goodwood, Ontario
Canada L0C 1A0

HerbWild does not accept returns on final sale items, gift cards, perishable goods, or any item marked non-returnable at the time of purchase.

Returned non-plant items must be received in their original condition in order to qualify for a refund. Returns or refunds will not be provided for items that have been damaged through misuse, neglect, or improper handling after delivery.

Change-of-Mind Returns and Cancellations

Because we ship live plants, we are unable to accept returns for plant orders due to change of mind or other non-defect reasons once an order has shipped.

You may request cancellation of a plant order for a full refund any time before the order has entered fulfillment. Once an order has been sent to our greenhouse for fulfillment, it cannot be canceled because it is processed for shipment the same day.

Pre-orders placed outside our active shipping season may be canceled for a full refund at any time before they enter fulfillment and ship.

For non-plant products, change-of-mind returns may be accepted only if they meet the return conditions set out in this policy.

Refunds

For approved Healthy Plant Guarantee claims, you may choose one of the remedies described in this policy, including a replacement, store credit, or full refund to the original payment method, as applicable.

For approved returns of non-plant products, refunds will be issued to the original payment method after the returned item has been received and inspected, unless store credit is chosen instead.

Approved refunds are typically processed within 5 to 10 business days after approval. Depending on your payment provider or financial institution, it may take additional time for the refund to appear on your account.

Where a full refund is approved, original shipping charges will also be refunded. For eligible non-plant returns, return shipping costs are the responsibility of the customer unless the item was received defective, damaged, or incorrect.

We reserve the right to deny a refund where the conditions of this Refund Policy have not been met.

Shipping Issues

We ship live plants only on Monday, Tuesday, and Wednesday to help ensure they do not sit in transit over the weekend.

If your package is delayed, lost, or arrives with visible shipping damage, please contact us as soon as possible and we will work with you to address the issue in accordance with this Refund Policy and our Healthy Plant Guarantee.

If your order arrives with visible shipping damage or your plants arrive severely damaged, you must contact us within 48 hours of delivery and provide your order number, a description of the issue, and clear photos of the affected package and plants.

HerbWild is not responsible for delays caused by the carrier or for circumstances outside our control, but we will work with you in good faith to review the situation and determine whether a remedy is available under the Healthy Plant Guarantee.

HerbWild is not responsible for orders that are lost, returned, delayed, or misdelivered due to an incorrect or incomplete shipping address provided by the customer.

If a package is marked as delivered by the carrier but is not received, including in cases of suspected theft after delivery, please contact us promptly. While HerbWild is not responsible for packages after confirmed delivery to the address provided at checkout, we may assist you, at our discretion, in opening a carrier claim or helping you investigate the issue.

Questions

If you have any questions about this Refund Policy or need help with an order, please contact us through our Contact page. We are here to help.