Fertilizer & Growing Supplies
All sales are final
Q: I never received my product and the tracking shows there is a problem
A: Please contact Plants@Tezula.com for further assistance into looking into your missing package. If it appears the package has been lost (+/- 7 Days late), we will file a claim and send a replacement.
Q: I never received my product and the tracking shows it was delivered
A: USPS is notorious for accidentally scanning a package as delivered even before it is delivered. We follow the same policy as Amazon with regards to this scenario and request you wait 2 BUSINESS DAYS. If the package has still not arrived, a missing package claim needs to be filed so USPS can complete a full investigation. We try our best to only use UPS but of late USPS has been offering some great rates which greatly help us ensure we offer the lowest prices whenever possible.
Q: Oops! I bought the wrong formula or wrong size!
A: If the product packaging has not been damaged and can be resold, you can return the product to us (At your expense) and upon receipt of the returned product if it has not been damaged, we will ship you the correct one you meant to order. We hate to make you pay for the return but the error was not our fault and we can only cover the cost of one additional mailing label, not a return label and a new shipping label.
Q: I received the wrong product
A: Most of our fulfillment is now automated leaving no room for human error, but in the event something like this does happen, contact plants@tezula.com with a photo of what you received and your order number, and we will make it right.
PLANTS & LIVE MATERIAL
Please know how to grow anything you may wish to order before ordering. We are not responsible for poor culture, inexperience or improper growing conditions which may cause the plants decline once it is in your possession. We assure the arrival of healthy, disease free plants, ready for you to grow on and will never sell anything we would not purchase ourselves.
We have been packing and shipping plants for over 30 years with an outstanding track record. We will never send you a plant we would not be happy to receive ourselves and meticulous care is taken during packing. We are not responsible for any damages that may occur while your package is in the care of the mail carrier. If we damage a plant during packing, we will notify you BEFORE it is shipped with pictures to see if you still want it. We will NEVER ship any plant with significant damage, and if we see something we don't like during packing, we will stop, take pictures and wait for a response from the buyer before proceeding.
We record the packing of EVERY plant order from beginning to end, this is done to protect all parties involved in the event any situation should arise. From the moment the plant touches our packing table, everything is recorded, including the grooming, cleaning, packing, filling, boxing and labelling.
ALL plant packages ship with 3rd party Insurance coverage, here are a few things to note about their policy, what is covered and what is not
All plant damage claims MUST be reported to us within 24 hours of recorded delivery. This is a requirement of our insurance company, and failure to do so is grounds for an immediate denial. Photos MUST be submitted showing the box, the full plant, and photos of the damages
Cosmetic damage such as a broken or a torn leaf is NOT a covered loss. The mail carriers have stopped covering this type of damage due to significant exploitation of it during the pandemic plant boom, and most 3rd party insurers such as ours have now listed "Non detrimental damages" as an exclusion on their policies for live plant material. If you want to protect your plant from even cosmetic damages, you can contact us AFTER you have placed your order, presenting us with your order number to request a "Total Coverage" quote, but be forewarned, this extra protection is NOT cheap, it is NOT refundable in the event of claim needing to be filed and the damaged product will still need to be returned for subrogation purposes (yup, kinda redundant we know but we dont make the rules, we just have to follow them)
We do not issue partial refunds.
IF YOUR BOX IS DELIVERED AND IT IS BADLY DAMAGED, BE PROACTIVE AND TAKE PHOTOS BEFORE MAKING ANY ATTEMPT TO UNBOX THE PLANT, THIS EXTRA STEP COULD MAKE THE DIFFERENCE BETWEEN A DENIAL OR COVERAGE BEING EXTENDED FOR THE LOSS BY THE INSURANCE COMPANY
In the event significant damage is caused by the carrier which is clearly shown in the photos you send to us within 24 hours of recorded delivery, we will contact our insurance company to have a claim established for the damage. You will be sent a return label to return the damaged plant back to us. This is a requirement of the insurance company who will be collecting the damaged plant from our facility as apart of their subrogation process against the mail carrier. Failure or refusal to return the damaged product back to us will result in an immediate denial of the claim.
Please be warned there have been instances where a claim has been filed and upon investigation by the insurance company it has been determined the damages are deliberate when compared to evidence submitted by the carrier. If it is determined the damages to the package are deliberate, the claim will be denied.
FRAUD: DAMAGING A PLANT IN AN ATTEMPT TO EXTRACT TISSUE FOR CLONING OR VEGETATIVE REPRODUCTION AND ATTEMPTING TO RETURN THE PLANT TO US WILL BE PROSECUTED TO THE FULL EXTENT OF THE LAW