Live Arrival Guarantee
Effective Date: August 1, 2026
At Lively Up Homes, every plant is carefully selected, inspected, and packaged before shipment. Our Live Arrival Guarantee is designed to protect your order if a plant arrives with significant damage caused during shipping.
What to Do if Your Plant Arrives Damaged
Please inspect your order as soon as it is delivered. If a plant arrives damaged, contact us within 48 hours of delivery and include:
- Clear photos of the entire plant
- Clear photos of the damaged areas
- Photos of the shipping box and packaging
- A photo of the shipping label
- Your order number and a brief description of the issue
Please keep the plant and all original packaging until your claim has been reviewed.
Available Resolutions
Once we review your claim, we may offer one of the following:
- A replacement plant, when available
- Store credit
- A full or partial refund
The resolution will depend on the extent of the damage, the condition of the plant, and product availability.
What Is Not Covered
Our Live Arrival Guarantee does not cover:
- Minor cosmetic imperfections
- Small tears, bent leaves, or broken individual leaves
- Natural variations in color, shape, size, or variegation
- Temporary wilting, drooping, or soil movement caused by shipping
- Damage reported more than 48 hours after delivery
- Damage caused after delivery by improper care, repotting, pests, pets, weather exposure, or environmental conditions
- Packages delayed, lost, returned, or delivered incorrectly because of an inaccurate or incomplete shipping address provided by the customer
- Packages left outside after delivery or exposed to extreme heat or cold after delivery
- Normal shipping stress that the plant can reasonably recover from
Plants are living products, and minor changes in appearance during transportation are normal. A damaged leaf does not necessarily mean the plant itself is unhealthy or unable to recover.
Shipping During Extreme Weather
We may delay shipment during periods of extreme heat or cold to protect the health of your plants. Customers will be notified if a weather-related delay is necessary.
If weather protection, insulation, or a heat pack is offered during checkout and the customer declines it, cold- or heat-related damage may not be covered.
Order Cancellations and Address Changes
Please contact us as soon as possible if you need to cancel an order or change the shipping address. Once an order has been packaged or shipped, we may be unable to make changes.
Customers are responsible for confirming that their shipping information is complete and accurate before placing an order.
Our Commitment
Every plant is inspected before shipment and packaged with care to help it arrive safely. Because each plant is unique, slight differences in size, shape, color, growth pattern, and variegation are normal.
We appreciate your support and are committed to providing healthy plants and excellent customer service.
To submit a claim, contact us through our Contact Us page and include your order number and the required photos.
