At Tezula, we take great care in preparing every order before it leaves our facility. Every shipment is inspected multiple times, and the packing process is video documented to help ensure accuracy, maintain quality control, and protect both our customers and our business.
Once a shipment has been accepted by the shipping carrier, all transportation, handling, and delivery are performed by the carrier. While we are happy to assist where appropriate, transit-related issues are generally resolved more effectively when reported directly by the intended recipient.
Optional Shipping Protection is available during checkout for eligible orders for customers who would like additional protection beyond the carrier's standard policies.
Customers are responsible for:
Many shipping carriers require the recipient to verify delivery details, communicate with the local delivery office, or provide information that is unavailable to the shipper. For this reason, customers must first pursue all transit-related issues directly with the shipping carrier.
Once a shipment has been accepted and scanned by the shipping carrier, responsibility for the transportation, handling, and delivery of the package transfers to the shipping carrier. Tezula is not responsible for loss, theft, delay, damage, or misdelivery that occurs while the shipment is in the care, custody, or control of the shipping carrier, including losses resulting from the carrier's negligence or failure to perform its services. Customers who wish to protect against these risks are strongly encouraged to purchase the optional third-party Shipping Protection offered during checkout.
Customers may not receive compensation from both the shipping carrier and Shipping Protection for the same loss. Duplicate claims may be denied or subject to recovery.
All sales of growing supplies are final unless an incorrect item was shipped.
If an incorrect item is ordered and the customer wishes to exchange it:
The customer is responsible for both the return shipping costs and the shipping cost of the replacement item.
If you receive an incorrect item, please contact plants@tezula.com and include:
If the error is verified, Tezula will correct the mistake at no additional cost to the customer.
If your package arrives damaged during transit, the customer must first contact the shipping carrier to initiate a claim or investigation.
If Shipping Protection was purchased during checkout, please contact Tezula within a reasonable timeframe and provide:
Failure to provide sufficient documentation may result in denial of the request.
Shipping Protection is an optional service provided by an independent third-party provider through ShipStation. Tezula does not underwrite, administer, or retain any portion of the Shipping Protection premium.
Should a covered issue arise, Tezula will submit the initial claim to Shipsurance on the customer's behalf. Once the claim has been submitted, all claim administration, documentation requirements, claim determinations, and coverage decisions are handled solely by Shipsurance.
As part of the claims process, Shipsurance may require confirmation of the reported issue directly from the customer. To verify the claim, the provider may require the customer to complete and submit claim forms, photographs, and other supporting documentation. In certain circumstances, the provider may also require claim documentation to be submitted from an IP address that reasonably corresponds with the shipping destination.
The customer is solely responsible for complying with all requirements established by the third-party provider, including submitting all requested information and documentation within any applicable deadlines. Failure to comply with the provider's requirements may result in denial of the claim or coverage.
Any approval, denial, reimbursement, replacement, or other claim determination is made solely by the third-party provider in accordance with its terms and conditions. Tezula has no authority to approve, deny, alter, overturn, or guarantee claim decisions and is not responsible for claims that are denied, delayed, or otherwise rejected by the third-party provider.
Products are sold by either volume or weight, as stated on the individual product listing.
Volume measurements are taken at the time of packaging and are not based on the visual appearance of the bag.
All materials are packaged as loose fill and are not mechanically compacted unless otherwise stated. Because different materials contain varying amounts of natural air space, products may settle during shipping or appear to vary in quantity. This is completely normal and does not indicate a shortage.
Certain products, including 4 lb and 8 lb sizes, may be lightly compressed during packaging to improve shipping efficiency. This compression is temporary, and the material will naturally return to its original structure once unpacked. Compression does not reduce the quantity of product provided or compromise its quality.
Materials such as bark, pumice, tree fern fiber, perlite, charcoal, and other growing media each have different physical characteristics and natural air space. As a result, equal volumes of different products may appear to fill containers differently.
By placing an order, the customer acknowledges and accepts these natural variations.
Customers are responsible for understanding the care requirements of any plant before purchase.
Once delivered, customers are solely responsible for providing appropriate care and growing conditions. Tezula cannot guarantee plant performance or condition after delivery, including outcomes affected by care, experience, environmental conditions, or cultivation practices.
All plants are shipped healthy and in acceptable condition. Tezula will never knowingly ship a plant with significant damage.
If any issue is identified before shipment, the customer will be contacted prior to shipping.
Effective March 2023, major shipping carriers no longer provide standard coverage for live plant shipments within the United States.
Third-party insurance may be available upon request after an order has been placed. Coverage availability depends upon the destination and underwriting approval. Premiums can be substantial and may range from approximately one-third to one-half of the order value.
For more than two decades, Tezula has shipped live plants throughout the United States using packing methods developed through extensive experience. Our packing methods may differ from commonly used or trending techniques because they are based on long-term shipping performance rather than appearance.
Customers must carefully follow any unpacking instructions provided inside the shipping box. Failure to follow these instructions may contribute to plant damage for which Tezula cannot be responsible.
Once a shipment has been accepted by the shipping carrier, transit conditions are entirely outside of Tezula's control. Live plants are inherently subject to the risks associated with shipping, including delays, temperature extremes, rough handling, and other conditions beyond our control.
By purchasing live plants, customers acknowledge and accept these inherent shipping risks.
Third-party insurance premiums are non-refundable.
Claims should be reported within 24 hours of delivery.
Claims submitted after this period may be denied by the insurer.
The following photographs are required:
The following are not covered:
Tezula does not issue partial refunds on live plant purchases.
If a shipment arrives with visible damage to the box:
If a claim is approved and Tezula requests the return of the plant:
All claims are reviewed individually.
Claims containing inconsistencies, false information, evidence of intentional damage, or conflicts with available documentation may be denied.
If a returned plant shows evidence of deliberate damage for propagation purposes—including the removal of pups, tissue extraction, cloning, or any other intentional propagation or reproduction activity—the claim will be denied and may result in further action as permitted by law.
By placing an order with Tezula, you acknowledge that you have read, understood, and agree to the terms and conditions outlined in this Shipping, Delivery, and Claims Policy.