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Returns, Refunds & Live Arrival Guarantee
Last updated: August 1, 2026
We want every order to arrive healthy, accurate and ready to cause a completely reasonable increase in your plant collection.
Because live plants, digital products and physical merchandise are very different creatures, each category has its own rules.
Live Arrival Guarantee
Contact us within 48 hours of the carrier-recorded delivery time if a live plant arrives:
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Dead
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Severely damaged
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Unhealthy because of a shipping-related issue
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Incorrectly identified or different from the product ordered
Email support@wildwondersoasis.com and include:
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Order number
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Photo of the entire plant
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Close-up photos of the affected areas
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Photos of the packaging
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Photo of the shipping label
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A description of the problem
Keep the plant and packaging until the claim is resolved.
Claims submitted without sufficient photographs or after the 48-hour reporting period may be denied.
Available Resolutions
After reviewing an eligible claim, Wild Wonders Oasis may provide:
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A replacement, when available
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A refund to the original payment method
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A partial refund
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Store credit
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Plant-care or recovery instructions when the issue is cosmetic or reversible
The appropriate remedy depends on plant condition, availability, order value and the circumstances of the shipment.
We will not require a customer to ship an unhealthy live plant back to our nursery unless we provide specific instructions.
What the Guarantee Does Not Cover
The Live Arrival Guarantee generally does not cover:
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Minor cosmetic damage that does not affect plant health
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Loose soil
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A small number of damaged or dropped leaves
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Natural variation in color, shape or size
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Seasonal appearance or dormancy
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Damage reported more than 48 hours after delivery
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Incorrect care after delivery
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Failure to unpack the plant promptly
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Plants left outdoors in extreme heat or cold
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Use of inappropriate water, soil, light or temperature
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Customer repotting, cutting or treatment before contacting us
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Damage caused by an incorrect customer-provided address
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Theft after confirmed delivery
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Failure to purchase required weather protection
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Problems caused by pests introduced after delivery
We may still offer troubleshooting help because we want your plant to succeed—even when the policy goblin says the claim is not covered.
Weather-Related Claims
Weather-protection products reduce risk but cannot guarantee survival during every temperature or delay.
A claim may be ineligible when:
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Recommended or required protection was declined
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The package was left outside after delivery
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The customer selected a shipping method clearly unsuitable for severe conditions
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Shipment was requested despite a recommended weather hold
Wild Wonders Oasis may delay shipment when conditions create an unreasonable risk.
Live Plant Returns
We do not accept physical returns of live plants.
Returned plants can introduce pests, pathogens or other contaminants into our nursery. Eligible concerns are handled through the Live Arrival Guarantee instead.
Incorrect Items
Contact us within 48 hours if you receive the wrong plant or product.
Do not discard, repot, use or give away the item until we provide instructions.
Non-Live Physical Products
Unused and unopened non-live products may be returned within 30 days of delivery, except for final-sale or made-to-order items.
To request authorization, email support@wildwondersoasis.com before returning anything.
Unless the item was defective or sent incorrectly:
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The customer is responsible for return shipping
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Original shipping charges are not refundable
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Products must be returned unused and in resalable condition
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Unauthorized returns may be refused
Refunds are issued after the returned item is received and inspected.
Made-to-Order Merchandise
Made-to-order, personalized or print-on-demand merchandise is final sale unless it arrives defective, damaged or incorrect.
Report a problem within seven days of delivery and include clear photographs.
Digital Products
Digital products are generally final sale after delivery or download.
Contact us if:
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The file does not work
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You received the incorrect file
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You were charged more than once for the same item
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A technical issue prevents access
We will first attempt to provide a working replacement file. A refund may be issued when the problem cannot reasonably be corrected.
Order Cancellations
Contact us immediately to request cancellation.
Orders may be canceled before processing or fulfillment begins. We cannot guarantee cancellation after an order has been packed, downloaded or shipped.
Refund Timing
Approved refunds are returned to the original payment method.
Processing time varies by bank or payment provider. Shipping charges are refunded only when required by law or when the refund resulted from our error.
Policy Abuse
We may limit or refuse claims when there is evidence of fraud, repeated policy abuse, altered photographs, misrepresentation or intentional damage.
This does not limit any non-waivable consumer rights.
Contact
We generally respond within 1–2 business days.
Please send one complete message with the order number and photographs. Seven separate emails titled “HELP” may accurately capture the emotional situation, but one organized message helps us solve it faster.
