Shipping and Handling
Standard Processing and Shipping Timelines
When can I expect my order to ship?
We expect orders to ship within 5-10 business days given current policies and procedures to protect the health and safety of our fulfillment team. Once each package is out the door, you’ll automatically receive tracking information so you can keep an eye out for it. Once in transit, packages take 1-3 business days to arrive.
Note: Plants that are part of the same order may ship separately from different locations, so your order could arrive in multiple packages on slightly different timelines. You'll receive order tracking information for each item once shipped.
What if I need to change my order?
If you need to make a change to your order please contact us 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 are in the New York City, Los Angeles, or San Francisco area, our stores are slowing reopening for curbside pickup & delivery*. Please call Shop directly for details: locations & hours. *Not applicable to online orders.
What are your shipping rates?
As you can imagine, a lot goes into ensuring happy, healthy plants arrive at your door!
– Orders under $10: $5 flat shipping fee
– Orders between $10–$100: $10 flat shipping fee
– Orders over $100: $25 flat shipping fee
– Free Shipping: Plant Parent Club Members (join the club)
The Sill is committed to reducing its environmental footprint. Most packages ship via UPS, who we've partnered with to ensure carbon neutral shipping. This means we (not you!) pay an extra fee to offset 100% of our shipments with UPS.
If I order more than one plant will they ship separately?
Plants that are part of the same order may ship separately from different locations. Your order could arrive in multiple packages at slightly different times. Once each package is out the door, you’ll receive individual tracking information so you can keep an eye out for it.
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, please fill out our contact form and we'll happily resolve any issues. The form ensures we have what’s needed to help you as soon as possible!
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 Contactless Delivery
Where do you offer Local Delivery?
We offer local delivery in parts of New York City and northern New Jersey for online orders of large floor plants. For the safety of our employees and community during this time, local deliveries are contactless. Deliveries are made Tuesdays and Thursdays between 9am-6pm. We do not offer same day delivery.
After you have placed your online order of a Local Delivery applicable product, our team will reach out to you via the email address you used during checkout to pick a delivery date and time frame. We will also ask for instructions regarding leaving your order in your lobby, with a doorman, or outside your unit. There is a human behind every email, please allow 48 hours for us to reach out, Monday through Friday.
If you require a COI for delivery, please let us know during scheduling.
If you need to request a delivery date change later on, contact us as soon as possible. Requests must be made a minimum of 2 business days before your scheduled delivery date to avoid a $35.00 rescheduling fee.
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 fill out our contact form and we'll get back to you as soon as possible. The form ensures we have what’s needed to help you as soon as possible! In the unlikely event a plant is received dead on arrival, it will always be replaced.
What is your price adjustment policy?
If you purchased an item at full price and within 3 days of purchase, the price drops, you can contact us to refund the difference. Items that were originally purchased at a discount are not eligible for price adjustments.
We cannot retroactively apply discount codes at this time, meaning we cannot honor a past sale price once the sale has ended.