FAQs

1. Do I have to repot my plant once it arrives?

The short answer is, no. First, let your plant acclimate to its new environment. Place the plant in the spot you plan to keep it in. Let it settle in for about two weeks.

After two weeks, your plant has adjusted—your home’s light levels and temperature differ from a greenhouse!—and you can pot it into its ceramic planter, if you choose. You might notice your plant’s earthenware planter is wider than the plant’s nursery pot. This space is for your plant to grow into, should you choose to repot it. But remember, this is optional: as long as your plant still has room to grow in its nursery grow pot, and looks happy and healthy, you don’t need to lift a finger!

2. My plant arrived healthy but now it’s not doing well. What should I do?

If your plant arrived healthy but is no longer doing well, reach out to us with photos. We’re happy to help figure out what’s going on. Sometimes plants need a few weeks to acclimate to their new environment: your home or office. However, if your plant continues to decline in health during its first month, we will replace it for free as part of our 30-Day Customer Happiness Guarantee.

3. My plant arrived damaged, what do I do?

We guarantee your plants will arrive happy & healthy condition. If not, we’ll send you a free replacement as part of our 30-Day Customer Happiness Guarantee.

While it’s natural for live plants to show minor signs of stress after transit (and some dirt may slip out of the pot), if the damage is beyond minor blemishes*, reach out to us within 30 days of receipt. To expedite your request, please send photos of the damage, including one close-up pic and one at a distance. 

4. What payment options do you offer?

We accept all major credit cards, PayPal, Apple Pay, PayPal and Google Pay.

5. Why does my plant look different from the website?

 Live plants and small batch pottery will have variations in color, texture, finish, and size. While we make every effort to display our potted plants as accurately as possible, there may be subtle differences from what is displayed online.

6. Why is my discount not working at checkout?

 A discount code might not be working because it could be expired, entered incorrectly, not meeting the minimum order requirement, or being used on a product that is already on sale and excluded from the promotion.

Discounts can not be used for gift cards.

If you believe your cart meets all the requirements and the discount code is not applying, please contact us.

7. Do you ship during the winter?

Plants make people happy—especially in colder months! When the temps dip, we take extra packaging measures to ensure your plants stay warm and cozy in transit. From November 15th on, all plants will be shipped with winter packaging (a small fee per cart), which includes shipper liners and heat packs. Shipper liners are made from recycled material, and are biodegradable and compostable.

This usually does the trick but we happily replace any plants that experience cold damage under our 30-Day Customer Happiness Guarantee. Just let us know when your plant arrives via live chat or our contact form.

In certain instances, we may hold your order due to weather concerns—if this happens, our team will be in touch to keep you in the loop.

8. What if I want to speak to someone?

Our phone number is +1 435-456-2340. Feel free to call Monday through Friday, from 7am CST to 2pm. Leave a message if no one picks up and we’ll respond during business hours.

You can also email us at mail@sw.com and we will contact you ASAP. Response times vary, but we respond to all inquiries and questions within 24 hours and most times within the hour.

9. When will my plants ship?

The majority of orders will be shipped the following business day, except orders placed on Thursday during times of extreme weather (hot or cold) that may be held over the weekend. Unpredictable weather conditions may delay orders. You will receive an email confirmation with your tracking number on the day that your plants are shipped. Orders going to California, Oregon, or Washington must be delayed by at least a day for additional environmental regulatory processing.

10. Which states are restricted from receiving plants from your plant store?

We ship all over United States.

11.How are the plants packaged for delivery?

We use eco-friendly, custom packaging to protect plants during transit and ensure they arrive healthy and hydrated.

12. Can I arrange pickup from the plant directly?

Yes, customers with bulk orders can arrange their own pickup from our facility, provided prior scheduling is done.