Frequently Asked Questions, Answered

Our number one priority is that our plants arrive in happy, healthy condition. You never know what adventures a plant can get into making its way to your home! Our plants ship in their nursery grow pot to allow for a safe and comfy ride all the way to your doorstep. Allowing plants to stay in their grow pot while being shipped helps reduce the risk of stress and shock that could happen if they were to be potted in a new planter before leaving the greenhouse.

If you paired your plant with one of our planters, the grow pot will be securely nestled inside. For large plants and planters, including faux plants, the planter will ship separately from the large plant due to its weight.

First, lucky them! Second, on our cart page you’ll find an option to add a gift note. You can rest assured that all orders are shipped without pricing information and include directions on how to access our digital Care Library for plant care instructions.

You can also let your gift recipient know something is on the way from yours truly by filling out this form – also linked in your order confirmation email. (Don’t worry, we won’t spoil what the surprise is or send them any marketing emails.)

The short answer is, no. First, let your plant acclimate to its new environment. Place the plant in the spot you plan to keep it in. Let it settle in for about two weeks.

After two weeks, your plant has adjusted—your home’s light levels and temperature differ from a greenhouse!—and you can pot it into its ceramic planter, if you choose. You might notice your plant’s earthenware planter is wider than the plant’s nursery pot. This space is for your plant to grow into, should you choose to repot it. But remember, this is optional: as long as your plant still has room to grow in its nursery grow pot, and looks happy and healthy, you don’t need to lift a finger!

For some, the mantra ‘plant care is self care’ means the convenience of leaving it in the nursery grow pot and for others, it may mean getting your hands dirty to repot. Do what works best for you! Do not be afraid to try different methods for different plants. Learn more here.

• Plant Care Library: Simply look up the name of your plant for easy-to-follow care instructions. Gift recipients receive instructions on how to care for their plants in their package, too.

Tip: Forget the name of the plant? You can find the name of your plant in three places: your order confirmation email, the “Order History” section of your Account page and the packing slip included with your shipment when it arrives.

• Blog: Our blog has tons of articles on how to care for your plants, from how to find the right spot in your home to when to water and more.
• Workshops & Events: We host plant care workshops, both online and in-person at our stores.
• Plant Parent Club: Join our Facebook Group of passionate plant parents. Community members post questions, share photos, and offer plant care advice.
• Customer Happiness Team: Finally, you can reach our team of plant care experts anytime:

If your plant arrived healthy but is no longer doing well, reach out to us with photos. We’re happy to help figure out what’s going on. Sometimes plants need a few weeks to acclimate to their new environment: your home or office. However, if your plant continues to decline in health during its first month, we will replace it under our 30-Day Customer Happiness Guarantee.

If you purchased your plant more than 30 days ago, don’t worry. We have plenty of plant resources and experts to help!

We guarantee your plants will arrive happy & healthy condition. If not, we'll send you a free replacement as part of our 30-Day Customer Happiness Guarantee.

While it's natural for live plants to show minor signs of stress after transit (and some dirt may slip out of the pot), if the damage is beyond minor blemishes*, reach out to us within 30 days of receipt. To expedite your request, please send photos of the damage, including one close-up pic and one at a distance. 

The guarantee applies to all online and in-store purchases within the first 30 days. We require photos as proof of damage and to help us improve our packaging process.

*You can help your plant perk up from its journey by gently pruning any foliage damaged during the shipping process, such as bent stems or yellow leaves. Removing damaged foliage gives your plant back energy for new, healthy growth. Need more plant care support? Find additional resources here.

Our line of earthenware planters includes options both with and without drainage holes.

Most of our small and medium plants ship in their nursery grow pot to allow for a safe ride to your doorstep. Added bonus: grow pots have drainage holes so you don’t have to be as mindful when you water. They also give you the ability to use decorative planters that don’t have holes—à la cachepot. The decorative planter serves as a saucer, catching excess water that drains out.

If you choose a mini or x-small plant that ships potted, and your planter does not have a drainage hole, know our team has taken extra precautions to make sure that your plant is potted properly with a generous layer of lava rocks before the potting mix, to aid in proper water management. Lava rocks allow excess water to pool at the bottom of a planter, away from your plant’s roots, thus reducing the risk of root rot.

Tip: when watering your plant, add no more than 1/3 of the planter’s volume in water, to avoid overwatering. Best practice is to feel the potting mix a few inches down first, and only water if the mix is dry.

For large orders (quantities greater than 25) or corporate gifting inquires, please fill out our contact form.

We accept all major credit cards, PayPal, Apple Pay, PayPal and Google Pay

Live plants and small batch pottery will have variations in color, texture, finish, and size. While we make every effort to display our potted plants as accurately as possible, there may be subtle differences from what is displayed online.

A discount code might not be working because it could be expired, entered incorrectly, not meeting the minimum order requirement, or being used on a product that is already on sale and excluded from the promotion.

Discounts can not be used for gift cards.

If you believe your cart meets all the requirements and the discount code is not applying, please contact us.

We carry an assortment of products from independent makers and brands that share our aesthetic, values, and vibe. If your product is from a third party vendor or artisan, the brand’s name will be noted under the product name on the product’s page.

Some of these products ship directly from the vendor. You won’t receive tracking information for those items, but can contact our Customer Happiness team for support on all orders.

We only accept returns on products made by third party vendors if the item arrived damaged. If your order was damaged in transit, please fill out our contact form and we’ll get back to you within two business days. The form ensures we have what’s needed to help you as soon as possible, including photos.

We get it — timing is everything. If an item you purchased goes on sale within 7 days of your order date, we’re happy to honor the difference as store credit.

Here’s how it works:

• The item must be the same product, size, and color, and still in stock
• Price adjustments apply only to orders placed on thesill.com
• Offers that include free shipping, free gifts, or bundled promotions are not eligible for price adjustments
• Discounts from 24-hour flash sales, or gift card promotions, are excluded

To request a price adjustment, please email info@thesill.com with your order number.