Shipping and Handling

Happiness delivered.

Standard Processing and Shipping Timelines

• When can I expect my order?

  New policies and procedures to protect the health and safety of our incredible fulfillment team at this time, combined with high order volume, are resulting in slower shipping timelines.

  We expect orders to ship within the next 5-15 business days, but see here for our current estimated ship time – updated daily. 
  
  You'll automatically receive tracking information once your package is out the door. Nothing to do on your end! Thank you again for your patience and understanding - we appreciate your support now more than ever. 

• How can I estimate when my order will ship?

  New policies and procedures at our fulfillment center are resulting in slower shipping timelines. See here for our estimated ship time – updated daily. You will automatically receive tracking information once your package is out the door.

   

  Two questions help estimate when your plants will be on their way:
  
  What day of the week did you place your order?
  If you place your order late in the week or over a weekend and select standard shipping, it will likely process and ship the following Monday – Wednesday. Why? We try not to ship toward the end of the week to avoid plants getting stuck in shipping facilities on Saturday and Sunday.
  
  Where does the recipient live?
  To estimate transit time once your order has shipped, check out the map below: 

  

• What if I need to change my order?

  If you need to make a change to your order please contact us  info@thesill.com as soon as possible. We process orders quickly but will do our best to address your request. 

• Can I get same day delivery?

  We do not offer same day delivery for online orders. If you’re local to New York City, Los Angeles or San Francisco — you can visit one of our physical locations 7-days a week.  

• What are your shipping rates?

  Learn more about our new shipping rates from our founder here.
  
  – Orders under $10 (and monthly subscriptions): $5 flat shipping fee
  – Orders between $10–$100: $12 flat shipping fee
  – Orders over $100: $25 flat shipping fee
  – Free Shipping: Plant Parent Club Members ( join the club)
  
  Please note shipping rates and options can differ during holiday seasons and poor weather conditions.

• Where do you ship?

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

Cold Weather Shipping

• Do you ship during the winter?

  Plants make people happy — even in the winter! Shipping plants is complex, but we're committed to sending healthy leaves to all zip codes. If the temps dip too low, we include a heat packs in every package so your plants stay warm and cozy in transit.
  
  If your plants had a tough time, reach out to info@thesill.com and we'll happily resolve any issues.
  
  Experiencing a polar vortex or blizzard? We've got our eye on the weather by region and will hold your order until it passes. If your order is being held due to weather concerns, our team will be in touch to keep you in the loop! 

Local Delivery

• What is the processing time for Local Delivery?

  At this time, we are pausing our local delivery option for large floor plants due to COVID-19. We are still shipping all other plants!

  If you ordered a floor-sized plant via our Local Delivery program, your order can be delivered on a date of your choice. Please schedule a delivery date and include contactless delivery instructions via the link provided in your original confirmation email. 

Returns and Replacements

• What is your return policy?

  Every plant is fragile and the shipping process is not always kind (or easy). Most of the time we get it right, but sometimes we don't. When that happens, we fix it — be it a damaged plant or pot due to shipping carrier mishandling — with the ultimate objective of making our customers happy. If you're not happy with your recent purchase, please email us at  info@thesill.com and we'll get back to you as soon as possible. In the unlikely event a plant is received dead on arrival, it will always be replaced.