General Shipping Policy
Once an order is shipped, the shipping carrier assumes responsibility for delivery, including loss, delay, or non-delivery. We will assist customers in navigating carrier claims where possible, but final resolution is determined by the carrier.
Optional Shipping Protection is available at checkout for customers who want additional coverage beyond standard carrier policies.
Customers are responsible for:
If a package is marked as delivered but cannot be located, the customer must contact the carrier directly.
Customers may not receive compensation from both the shipping carrier and Shipping Protection for the same loss. Any duplicate claims may be denied or subject to recovery.
All sales on growing supplies are final unless the item arrives incorrect.
If an item arrives damaged, the damage is considered to have occurred during transit. In these cases, the customer must file a claim directly with the shipping carrier.
If an incorrect item is ordered and the customer wishes to return the item:
The customer is responsible for both return shipping costs and the cost of shipping the replacement item.
If you received the wrong item, contact plants@tezula.com with:
If verified, Tezula will correct the error.
Tezula carefully packs all orders, and any damage occurring in transit is the result of carrier handling. We video document the packing and preparation of every order to protect all parties involved. A final inspection is conducted to ensure all items are correct and properly packed before the package is transferred to the shipping carrier.
If your order arrives damaged, the customer must contact the shipping carrier directly to initiate a claim.
If Shipping Protection was purchased at checkout, the customer must contact Tezula within a reasonable timeframe and provide proof of damage, including photos of the packaging and the product. Failure to provide sufficient documentation may result in denial of the request.
Tezula reserves the right to determine eligibility for replacement based on the information provided.
Products are sold by either volume or weight, as specified on the product listing. Volume measurements are taken at the time of packaging and are not based on visual fill.
All materials are packed as loose fill and are not mechanically compacted. Due to natural variation in particle size, structure, and air space, materials may settle during transit or appear to vary in quantity. This is normal and does not indicate a shortage.
In some cases, products may be lightly compressed during packaging to optimize shipping efficiency (4lb & 8lb orders only). This compression is temporary, and materials will return to their natural structure when unpacked. This does not reduce the quantity of product provided or compromise its quality.
Products such as pumice, bark, and tree fern fiber have significantly different air space and compression characteristics. As a result, equal volumes of different materials may appear to fill containers differently.
By placing an order, the customer acknowledges and accepts these natural variations in volume appearance.
Customers are responsible for understanding the care requirements of any plant before purchase.
Customers are responsible for providing proper care and suitable growing conditions for all plants after delivery. Tezula cannot guarantee plant performance or condition beyond delivery, including outcomes affected by care, experience level, or environment.
All plants are shipped healthy and in acceptable condition, and Tezula will not knowingly ship a plant with significant damage.
If damage occurs during packing prior to shipment, customers will be contacted before the order is shipped.
All plant orders are video recorded during packing for documentation purposes.
Effective March 2023, all carriers now exclude coverage on the shipping of live plant material within the USA. Insurance is available upon request from a third party carrier which is very expensive with very limited in coverage.
Tezula has been shipping live plants since 2002. We carefully prepare and pack all plant orders and video document the packing process to ensure quality control and protect all parties involved.
All plants are packed using methods developed through extensive experience to ensure safe transit. While our packing may differ from the commonly known “burrito” style, our approach is intentional and has a strong track record of successful deliveries.
Customers must follow any instructions provided on the interior flaps of the box or included within the shipment. Failure to follow unpacking instructions may result in damage for which Tezula is not responsible.
Once a shipment has been transferred to the shipping carrier, Tezula is not responsible for the handling, conditions, or outcome of the package during transit.
Shipping carriers do not provide coverage for live plant material, as transit conditions and handling are outside their control. As a result, live plant shipments are inherently subject to risk during transit.
Similarly, once a package leaves our care, conditions during transit are outside our control. While we use packing methods developed through over 25 years of experience and do everything possible to ensure safe delivery, Tezula is not responsible for damage incurred during shipping.
We reserve the right to pack plants using methods we have found to be most effective, which may differ from commonly used or trending packing techniques.
Customers assume this risk when placing an order for live plants.
Customers who wish to pay for the third party coverage should reach out AFTER placing their order for a quote. Please be advised the carriers reserves the right to coverage depending on final destination. The cost of this insurance can be as much as 1/3 of the value of the order, but there have been situations where we have seen as much as 1/2.
The following are not covered:
Tezula does not issue partial refunds on plant orders.
If a package arrives visibly damaged:
If a claim is approved and a return is required:
All claims are subject to review. Claims determined to involve deliberate damage or inconsistencies with carrier evidence will be denied.
If a plant is returned showing evidence of deliberate damage for propagation purposes, including pup or tissue extraction, cloning, or reproduction, the claim will be denied and may result in further action as permitted by law.
By placing an order, the customer agrees to all terms outlined in this policy.