Refund policy

Live plants can't be returned. Our plants are living and perishable, so we don't accept returns or exchanges and we don't offer refunds once an order has shipped. Instead, every order is backed by our live arrival guarantee.

Live arrival guarantee

If a plant arrives dead or badly damaged, we'll make it right with a replacement on your next order or store credit for the plant's value. To make a claim:

  1. Unpack your order the day it arrives.
  2. Take clear, well-lit photos of the plant and its packaging straight away. Show the whole plant, including the crown and roots, in focus. We can't assess a claim from blurry, dark or partial photos.
  3. Email the photos and your order number to canadiancarnivoresshop@gmail.com within 24 hours of delivery.

What the guarantee doesn't cover

  • Normal shipping wear. Plants spend several days in a box, so expect some minor cosmetic damage like a bent leaf, a blackened trap or a torn pitcher. Plants are living things, and older growth naturally blackens, browns and dies back. We clean every plant well before it leaves our nursery, but it's common for a few older leaves to die back after shipping. The plant recovers and pushes new growth.
  • Plants left outside, in a mailbox or unopened after delivery.
  • Orders shipped from October to April without a heat pack when temperatures are near freezing.
  • Problems that develop after the plant has arrived and settled in.
  • Claims made after 24 hours, or without clear photos.
  • Delays or losses caused by an incorrect or incomplete shipping address.

Plants vary

We ship bare-root, and size, colour and shape change with the season. A plant that looks different from the photo isn't grounds for a refund.

Cancellations

You can cancel for a full refund until your order is packed. Once it's packed, it can't be cancelled.

Lost parcels

Parcels occasionally run a few days late, so please give a delayed order a little extra time. If tracking confirms your parcel is lost, we'll take care of you. We sort it out with the courier ourselves and send a replacement with our next shipment.

Questions? Email us at canadiancarnivoresshop@gmail.com before you order.