How can we help?

No. Planted Pro does not offer cash refunds on any product. Our policy is replacement-only: we replace dead or damaged living products and defective or damaged equipment. This lets us keep quality standards high while still taking care of you. The only exception is gift cards, which are reviewed case-by-case.

No. Because they're living and perishable, live plants and moss terrariums can't be returned or exchanged, and all sales are final once shipped. Your protection is the DOA guarantee: if a living product arrives dead or damaged, we replace it free.

Terrariums are handcrafted, so we offer partial replacements. If a single component — a decoration, a plant, or a glass element — is damaged, we replace that specific part rather than the whole setup. If the entire terrarium arrives shattered and unusable, we'll replace the full product.

If we recommend a heat pack for your order because of cold weather and you decline it, we're unable to honor DOA claims related to temperature damage. We strongly recommend adding the heat pack whenever we suggest one — it keeps your plants protected in transit and keeps your DOA coverage intact.

Follow these steps exactly:

• Before opening anything, make sure the shipping label, box, and all original packaging are clearly visible on camera.
• Start recording before you open the package — the video must show the sealed box from the very beginning. Don't cut into or open the box first.
• Slowly unbox every item while the camera keeps running, keeping all contents fully visible throughout.
• If you find any damage, capture it clearly and up close.

It must be one continuous recording with no cuts or edits.

Email hi@plantedpro.com within 12 hours of delivery and include:

• Your order number in the subject line.
• Your unboxing video (a Google Drive or Dropbox link is fine).
• Clear close-up photos of the damage or defect and the shipping label.

Don't discard any packaging until your claim is approved. We'll respond within 24–48 hours with replacement instructions or a return authorization.

Once you submit your claim with the required video and photos, our quality team reviews everything and responds within 24–48 hours with a return authorization or replacement instructions. Approved replacements are shipped out as soon as possible, subject to availability.

Equipment, tanks, tools, lighting, filtration, CO2 accessories, soil, and other non-living products can be returned or replaced only if:

• The item is defective (a manufacturing defect),
• It arrived damaged in shipping, or
• The wrong item was sent (our error).

We can't accept a return once a tracking number has been generated for an exchange or replacement, and returns due to customer error may be subject to a restocking fee.

You're responsible for return shipping costs unless the item is defective or the mistake was on our end — in those cases, we cover it.

Gift card refunds are handled on a case-by-case. Recipients can't request a cash refund for an unused gift card. If you purchased a gift card and need a refund before it's been used, contact us at hi@plantedpro.com, and we'll review your request.

All transactions are processed in USD.

Yes, our website uses advanced SSL encryption to ensure that your information is protected at all times.

We charge a flat shipping rate of $5.50 per order.

Most of our orders are shipped from within the USA.

Orders typically arrive within 3–40 business days, depending on your location.

We offer 100% DOA (Dead on Arrival) protection — if your plant arrives dead or damaged, we'll send you a free replacement at no extra cost.

To qualify, please contact us within 12 hours of delivery with:

• A clear video of the damaged/dead plant
• The item is still in its original, sealed packaging
• Your shipping label shows the delivery date

Yes, you will receive an order confirmation email with a unique order number shortly after placing your order.

Tracking information is typically provided within 5–15 business days after your order is processed.