FAQ

Just the facts.

Orders

What if I need to change my order?

We process orders quickly, but we’ll do our best to accommodate any changes to your order. The fastest way to change or cancel an order is to email us at info@thesill.com Monday through Friday.

Because do not ship orders out on weekends, we will see any emails requesting order changes first thing Monday for orders placed Saturday or Sunday.

Email is always the most efficient way to reach us, but you can also give us a call at (973)-699-0095, Monday through Friday from 10am to 5pm ET, with questions about your order. Please leave a voicemail if you reach our voicemail.


What’s the status of my order?

To check on the status of an order, sign into your account using the email address and password you used during checkout. Once you’re signed in, click “Orders” from the menu. You are always welcome to reach out via info@thesill.com with any questions.


How do I order multiple plants with different ship to addresses?

If you are interested in purchasing multiple plants using different ship to addresses (e.g. one for you and one for your bff), please place a separate order for each address.

Can I get same day delivery?

At this time we are not offering same day delivery for online orders. If you’re local to NYC, you may visit one of our NYC locations 7-days a week:

 

84 Hester Street

Chinatown, New York, NY

Mon-Thu, 12pm to 7pm

Fri-Sun, 11am to 6pm

Call Us (646)-450-7455

 

448 Amsterdam Avenue

Upper West Side, New York, NY

Mon-Fri, 11am to 8pm

Sat & Sun, 10am to 6pm


 

 

Shipping

What if I’m interested in placing a bigger order?

To purchase lots of plants for a special project or occasion (quantities greater than twenty), send an email to info@thesill.com. We’ll be happy to help. Please note that depending on the day, it may take 48 hours to receive a response.


When can I expect my order?

The processing time depends on several things: the type of order, the type of plant, and when you place it. We try to limit the plant's time in the box as much as possible in order to ensure it arrives happy and healthy.

Most plants can be shipped Monday through Friday, in order to make sure they don’t get stuck in a mailroom over the weekend. We do not ship orders on Saturdays or Sundays.

Orders received before 11am ET with Express Shipping are potted, packed and shipped that day. Express Shipping orders will take 1-2 days to arrive, depending on location.

Orders received before 11am ET with Standard Shipping are potted, packed and shipped out the following day. Standard Shipping orders will take 3-5 days to arrive, depending on location.


Where do you ship?

We currently ship within the contiguous US to all 48 states.


Wholesale

I am a retailer, can I buy product from The Sill at wholesale?

Our American-made ceramic planters are available for wholesale purchasing in limited quantities. Wholesale orders will be considered for select brick-and-mortar retailers in the US. If you are interested in carrying The Sill in your retail store, please introduce yourself by email and include the name of your store and a link to your website.

Please understand that not all requests for wholesale orders may be met. Commitment will be based on compatibility with prospective retailer, current workload, and timeline. Email info@thesill.com for pricing and arrangements.


General Plant Delivery Questions

Why does my potted plant look different than the one on the site?

It is the nature of handmade pottery and living plants to have slight variations in color, texture, finish, and size. When you order a handmade container from The Sill, you are choosing a one-of-a-kind piece, thus you can expect there will be subtle differences from what is displayed online. If you feel as we do, this is part of the charm of handmade pottery! And plants are living, breathing things – no two are exactly alike! Finally, while we make every effort to display our potted plant colors as accurately as possible, the colors you see will depend upon your monitor.

If ever you are unhappy with the differences in your piece versus what is displayed online, please contact us info@thesill.com.


My order arrived damaged, what do I do?

Every plant is fragile and the shipping process is not always kind (and sometimes doormen and messenger centers are even less kind). Please inspect your package when you accept the delivery. Should your order arrive damaged, email a photo to info@thesill.com along with the order number within 48 hours of receiving the delivery. We’ll happily replace your order or issue you a credit.


What type of payment do you accept?

We accept all major credit cards. Please note that online orders may be executed with real-time credit card processing, and your card may be charged before your order is delivered.


Security & Privacy

Please reference our Terms & Conditions and Privacy Policy.

Should you have additional questions, email us at info@thesill.com.

Returns

We allow returns and exchanges up to 30 days after your purchase date.

Email us at info@thesill.com to process a return or exchange. Note that depending on the day, it may take up to 48 hours to receive a response.

The Sill Plant Promise

But I can’t even keep a succulent alive?

Terms and Conditions of 1-Year Guarantee

Effective November 29, 2017 (“Effective Date”), The Sill offers a 1-Year Guarantee on certain houseplants (“1-Year Guarantee” or "Guarantee") purchased at a The Sill or TheSill.com to the original purchaser.  Purchase of certain houseplants from The Sill entitles you to one replacement of the dead plant under most circumstances.

Plants covered by the 1-Year Guarantee:  1-Year Guarantee applies to select plants purchased at a The Sill or TheSill.com on or after the Effective Date and designated as such in the list following:  ZZ plants, Pothos plants, Philodendron plants, Peperomia plants and Succulents. All other plants are excluded.  Other restrictions and exclusions apply.   

Exclusions:  Guarantee is non-transferable and valid only for the original purchaser. Guarantee does not apply to abused plants or plants damaged or destroyed by neglect or improper care.  Plants must be cared for according to the instructions which accompanies the plant.  Guarantee does not apply to plants purchased for commercial use or resale. Guarantee applies to qualifying plants sold by The Sill. We reserve the right to limit or refuse any guarantee or exchange at our discretion. We reserve the right to modify or discontinue this program.

1-Year Guarantee Instructions: In the event your 1-Year Guaranteed plant dies, return the guaranteed plant remains along with the original receipt to any The Sill store or Warehouse to receive an exchange for the same plant or, if the same plant is not available, a plant of equal value (based on the original purchase price).  EXCHANGES WILL NOT BE GIVEN WITHOUT RETURNING THE PLANT REMAINS FOR CONFIRMATION AND IDENTIFICATION AND PROOF OF PURCHASE, NO EXCEPTIONS.

Now, repeat after us: “I DO have a green thumb. I DO have a green thumb, I do!” Go find your perfect plant pal already.