At Terrarium Plant Hub, we believe the journey of our handcrafted ecosystems—from our serene Colorado Springs studio to your cherished space—should be as seamless and thoughtful as the art itself. Our policies are crafted with the same integrity and care that guide every leaf we place and every vessel we fill.
Our Shipping Commitment
We deliver curated nature to your doorstep with careful packaging and reliable carriers. Each order is a promise of a living, breathing piece of art, and we handle it with the reverence it deserves.
Order Processing
All orders are processed within 1–2 business days from our studio. During peak seasons or for custom items, processing may take slightly longer. You will receive a confirmation email with tracking details once your order ships.
Shipping Methods & Timelines
We ship globally, excluding certain remote regions and parts of Asia due to logistical constraints. Please see below for our two primary shipping options:
- Standard Shipping – $12.95
We partner with DHL or FedEx for reliable, tracked delivery. Your order typically arrives within 10–15 business days after shipment. - Free Shipping
For orders over $50, we offer complimentary shipping via EMS. Delivery typically occurs within 15–25 business days after shipment.
Please note that delivery times are estimates and may vary due to customs, weather, or carrier delays. You will receive tracking information to follow your order’s journey.
Our Returns & Exchanges Philosophy
We craft each piece hoping it brings a slice of serene nature into your world. However, we understand that sometimes a creation may not align perfectly with your vision. Our policy is designed to be clear, fair, and respectful—of both your experience and the delicate nature of our art.
Policy Overview
We accept returns and exchanges for most items within 15 days of the delivery date. To be eligible, the item must be unused, in its original packaging, and in the same pristine condition as when it arrived. Please initiate your request within this window.
Non-Returnable Items
Due to the delicate, living, or personalized nature of certain creations, the following items are considered final sale and cannot be returned or exchanged:
- Live Plants & Moss: All items under the “Moss” and “Plant Terrariums” categories containing live, non-preserved flora. The health of living ecosystems cannot be guaranteed after transit.
- Preserved Plants: Items listed as “Preserved Plants.” These are treated with preservation solutions and are considered perishable art.
- Custom or Personalized Items: Any terrarium or item customized at your request (e.g., specific arrangements beyond our standard kits).
- Opened Kits: “Terrarium Building Kits” where the seal has been broken or components have been used.
- Clearance or Final Sale Items: Any item marked as such at purchase.
This includes, but is not limited to, products from menu categories such as Moss, Plant Terrariums, Preserved Plants, Terrarium Building Kit (if opened), and any custom Wedding or personalized pieces.
Step-by-Step Return & Exchange Process
- Initiate Your Request
Within 15 days of delivery, contact our Care Team at [email protected]. Please use the email template provided below to ensure we have all necessary details. - Receive Instructions
We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions. Returns sent without an RMA cannot be processed. - Package Your Item
Securely repack the item in its original packaging, including all accessories and documentation. Clearly write the RMA number on the outside of the box. - Ship Your Return
Send the package to the address provided. You are responsible for return shipping costs unless the return is due to our error (e.g., wrong or damaged item). We recommend using a trackable service. - Inspection & Processing
Once received at our studio, our team will inspect the item. Upon approval, your refund or exchange will be processed.
Damaged or Incorrect Items
If your order arrives damaged or if you received an incorrect item, contact us immediately at [email protected] with photos of the product and packaging. We will arrange a prepaid return label and expedite a replacement or refund at no cost to you.
Refund Timeline & Method
Timeline: Please allow 5–10 business days for us to receive and inspect your return. Once approved, your refund will be initiated, and a credit will be applied to your original payment method within 7–10 business days.
Method: Refunds are issued to the original payment method used at checkout (Visa, MasterCard, JCB, or PayPal). Shipping costs are non-refundable for returns that are not our error.
Exchanges: For exchanges, we will process the shipment of your new item once the return is approved. If the new item is of higher value, we will invoice you for the difference. If lower, we will refund the difference.
Return Request Email Template
To streamline your request, please copy, paste, and fill out the following template when emailing us:
Dear Terrarium Plant Hub Care Team,
I would like to request a [Return / Exchange] for my recent order.
Order Number: [Please Insert] Date of Delivery: [MM/DD/YYYY] Item(s) for Return/Exchange: [e.g., Basic Terrarium with Lid – Small] Reason for Return/Exchange: [Please provide details]
I have read and understand the Returns & Exchanges policy, including the notes on non-returnable items.
My preferred resolution is:
[ ] Refund to original payment method.
[ ] Exchange for: [Please specify desired product, if available].
Please provide the next steps and your return address.
Thank you,
[Your Full Name] [Your Phone Number associated with the order]
We Are Here for You
Our commitment extends beyond the sale. We are here to help with any questions about caring for your terrarium or selecting the perfect piece. The resilience of a miniature ecosystem mirrors our dedication to your complete satisfaction.
Email: [email protected]
Postal Address: Terrarium Plant Hub, 1623 Clover Drive, Colorado Springs, CO 80903 USA