Live Plant Arrival Guarantee
Effective September 19, 2026
Rockaway Botanica carefully inspects and packs live plants before shipment. Because plants are living, perishable goods, some temporary shipping stress, minor leaf movement, or small cosmetic changes may occur in transit and do not necessarily indicate that a plant is unhealthy.
Live Plant Arrival Guarantee
If you believe your plant was materially damaged in transit or arrived with a serious condition requiring review, please contact Rockaway Botanica within 12 hours of delivery.
To evaluate a claim, please provide:
- Clear photos of the plant immediately after unboxing
- Photos of the shipping box and interior packaging
- An unboxing video showing the plant and packaging as received
- Your order number and a brief description of the concern
Please contact us before altering the plant
For an arrival claim to be evaluated accurately, please contact us before repotting, washing or removing soil from the roots, pruning, propagating, fertilizing, treating with pesticides, alcohol, chemicals, or other products, or otherwise materially altering the plant.
Once a plant has been substantially altered after delivery, Rockaway Botanica may no longer be able to determine its condition at arrival. Claims submitted after material alteration may therefore be ineligible for replacement or refund. We may still choose to provide a courtesy resolution at our discretion.
Acclimation recommendation
Unless there is an urgent issue that clearly requires intervention, Rockaway Botanica recommends allowing a newly arrived plant a minimum of approximately 30 days to decompress and acclimate before routine repotting.
During this period, keep major environmental changes to a minimum and allow the plant time to adjust to its new light, temperature, humidity, and watering conditions. If you believe immediate intervention is necessary, contact us first so we can help you determine the safest next step without compromising an arrival claim.
How approved claims are resolved
Each live-plant arrival claim is reviewed individually. When a claim is approved, Rockaway Botanica may resolve it, at our discretion, through a replacement, refund, store credit, or another appropriate remedy, taking into account the circumstances of the shipment, product availability, and the nature of the issue.
A replacement is not automatic, and an approved claim does not guarantee that the same plant will be available.
Returns and exchanges
Because live plants are perishable, Rockaway Botanica does not accept general returns or exchanges of live plants. This does not prevent us from resolving a properly documented arrival issue under the Live Plant Arrival Guarantee.
Shipping stress and carrier transit
Transit time, weather, temperature, handling, and carrier conditions can affect how a plant looks immediately after shipping. Temporary wilting, leaf movement, minor cosmetic damage, or short-term acclimation stress may occur and will be evaluated in context.
Marketplace and legal protections
This policy applies to live plants sold directly by Rockaway Botanica and supplements any applicable protections provided by the selling platform. Nothing in this policy limits rights that cannot legally be waived under applicable law.
Need help with a newly delivered plant?
Contact Rockaway Botanica through the order’s selling platform or at plants@rockawaybotanica.com before making major changes to the plant.