Welcome, fellow gardener. At Hirts Gardens Store, we see every order as the beginning of a shared journey—a promise of growth, beauty, and connection with nature. Whether you’re an Indoor Plant Parent, an Aspiring Homesteader, or a Landscape Artist, we are here to ensure your experience is rooted in care, clarity, and support.

Shipping Policy: Bringing Green Life to Your Doorstep

We handle every bulb, perennial, and garden treasure with the utmost care, packaging them to arrive ready to thrive in your space.

Order Processing Time

All orders are processed within 1–2 business days after payment confirmation. You will receive a shipping confirmation email with tracking details once your order is on its way.

Shipping Methods & Delivery Times

We offer two reliable shipping options to serve our global community (excluding some remote regions and parts of Asia):

  • Standard Shipping – $12.95
    Shipped via DHL or FedEx. Delivery within 10–15 business days after dispatch.
  • Free Shipping – For orders over $50
    Shipped via EMS. Delivery within 15–25 business days after dispatch.

Delivery times are estimates and may vary slightly depending on your location and customs processing.

Accepted Payment Methods

We accept secure payments via: Visa, MasterCard, JCB, and PayPal.

Returns & Exchanges Policy

We understand that sometimes a plant may not meet your expectations or may arrive in less-than-perfect condition. Our policy is designed with clarity, security, and respect for your growth journey in mind.

1. The Basics: Timeframe & Condition

To be eligible for a return or exchange:

  • Timeframe: Contact us within 15 days of receiving your order.
  • Condition: The item must be in its original, resalable condition—ideally in its original packaging or pot. For live plants, this means they have not been planted and are in a state that allows us to assess their health.
  • Proof of Purchase: Please have your order number ready.

2. A Special Note on Live Plants & Bulbs

Based on our product offerings and the nature of gardening:

  • Generally Eligible: Most live plants, perennials, house plants, and bulbs (like our Dutch Amaryllis) are covered if they arrive damaged, diseased, or incorrectly shipped.
Non-Returnable Items: Due to their perishable and seasonal nature, the following items cannot be returned or exchanged once shipped:
  • Bulbs (from the “Bulbs” and “Fall Planted” categories) that have been planted or removed from their original packaging.
  • Fruit & Berry Plants and Vegetables & Herbs that show signs of being placed in soil or outdoor conditions.
  • Any plant or product that has been intentionally altered, planted, or cut back.

If your live plant arrives with obvious damage, please do not plant it. Contact us immediately with photos.

3. Step-by-Step Return & Exchange Process

  1. Contact Our Garden Stewards: Within 15 days of delivery, email us at [email protected]. Use the subject line: “Return/Exchange Request – Order #[Your Order Number]”.
  2. Provide Details: Include your order number, the item(s) you wish to return/exchange, a brief reason, and 1–2 photos of the issue (e.g., “Amaryllis bulb arrived soft and moldy”).
  3. Receive Instructions: We will respond within 2 business days with authorization and specific return instructions. Do not ship items back without our authorization.
  4. Ship the Item(s): For approved returns, pack the item securely in its original packaging if possible. You are responsible for return shipping costs unless the return is due to our error (wrong item, damaged in transit). We recommend using a trackable service.
  5. Our Inspection & Resolution: Once we receive and inspect the item, we will notify you of the approval or rejection of your refund/exchange.
    • For Exchanges: We will ship the correct or replacement item to you. For live plants, we prioritize a healthy replacement from our nursery.
    • For Refunds: We will initiate a refund to your original payment method (see below).

4. Refund Timelines & Methods

We process refunds with the same care we process orders:

  • Timing: After we approve your return, please allow:
    • 5–10 business days for the refund to be processed on our end.
    • An additional 5–10 business days for the refund to appear in your original payment account (credit card, debit card, or PayPal). The total time depends on your financial institution’s policies.
  • Method: Refunds are issued only to the original payment method used at checkout (Visa, MasterCard, JCB, or PayPal). We cannot issue refunds to a different card or account.
  • Shipping Costs: Original shipping fees (e.g., the $12.95 Standard Shipping) are non-refundable, unless the return is due to our mistake. For orders over $50 that qualified for Free Shipping (EMS), no shipping cost will be refunded as none was charged.

How to Contact Us for a Return/Exchange

To streamline your request, please use the following details when emailing us:

Email To: [email protected]
Subject: Return/Exchange Request – Order #[Your Order Number]

Please include your order number, item details, reason, photos, and your preferred resolution (refund or exchange).

Growing Forward Together: We see every interaction as part of our shared gardening journey. Our goal is not just to resolve an issue, but to ensure you feel confident and supported in bringing nature closer to your home. Thank you for trusting Hirts Gardens Store with your green dreams.