Refund policy

Live plants can't be returned. Our plants are living and perishable, so we don't accept returns or exchanges and we generally don't offer refunds once an order has shipped. Instead, every order is backed by our live arrival guarantee. This policy does not limit any rights you may have under applicable consumer protection laws.

Live arrival guarantee

If a plant arrives dead or badly damaged, we'll make it right with a replacement 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 when you unpack it. Show the whole plant, including the crown and roots, in focus. Blurry, dark or partial photos may prevent us from assessing a claim.
  3. Email the photos and your order number to hello@canadiancarnivores.ca within 24 hours of delivery.

What the guarantee doesn't cover

  • Normal shipping wear. Plants spend several days in a box, so minor cosmetic damage such as a bent leaf, blackened trap or torn pitcher is normal. Older growth may also blacken, brown or die back after shipping.
  • Plants left outdoors or unattended for extended periods 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 is not considered a damaged or incorrect plant.

Cancellations

You can request a cancellation and full refund before your order is packed. Once an order has been packed for shipment, we generally can't cancel it.

Lost parcels

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

Questions about your order or our policy? Email us at hello@canadiancarnivores.ca and we'll be happy to help.