Warranties
What one unit is
One unit is one plantlet. A listing priced at $29.00 with a minimum order of 5 delivers 5 plantlets for $145.00. Quantity on your invoice is the number of plantlets you receive. There is no bag, pack, or bulk count behind the unit.
Every collection ships under one of two written standards. Your packing list names the collection. The collection names the standard.
Which standard applies
| Collection | Standard | Claim window | Evidence required |
|---|---|---|---|
| Hong Kong | Seller's Choice | 2 days from FedEx delivery | Unboxing video from the moment the box is opened, plus a photo of each affected plant. No exceptions. |
| Every other collection | Grower's Choice | 2 days from FedEx delivery | Unboxing video from the moment the box is opened, plus a photo of each affected plant. No exceptions. |
| Any collection, item missing | Missing item rule | 2 days from FedEx delivery | Unboxing video from the moment the box is opened, plus a photo of each affected plant. No exceptions. |
The window starts at the FedEx delivery timestamp. Saturday and Sunday count. Claims filed after the window are declined. All sales are final after payment.
What is normal on arrival
- Plantlets arrive in vitro. Agar or gel in the bag is the growing medium, not damage.
- Plantlets are small. The size test is root-to-tip length, listed below.
- Boxes ship without cold packs.
- Plants need acclimation after unboxing. The first 21 days decide the outcome, not the first hour.
Grower's Choice: acclimation-ready
Every Grower's Choice plant ships acclimation-ready with established roots. Covers whether the plant lives after planting. Does not cover looks.
Each plant is checked on three points:
- Root-to-tip at least 1.18 inches
- At least 1 leaf
- At least 1 root
| Grade | Fails | Remedy |
|---|---|---|
| A | 0 | None. Plant is as sold. |
| B | 1 | 20% of that plant's price as credit |
| C | 2 or more | 100% of that plant's price plus its share of shipping |
Yellow leaves, browning, and small size are not Grower's Choice fails on their own.
Seller's Choice: retail-ready
Hong Kong collection only. Covers how the plant looks to your customer.
| Criterion | A, full price | B | C |
|---|---|---|---|
| Leaf count | 1 or more viable green leaves | — | 0 viable green leaves |
| Yellow leaves | None | 2 or more leaves, 1 is yellow | 2 or more leaves, 2 or more yellow |
| Browning | None | Some | Severe |
| Root development | Visible roots | Minimal roots | No roots |
| Root-to-tip length | Alocasia and Monstera 2 in. Anthurium and Philodendron 1.2 in | Slightly under | Significantly under, or no growth |
| Agar contamination | Zero visible | Trace | Severe and visible: immediate C |
| Leaf mold | Zero visible | — | Severe and visible: immediate C |
| Agar volume | Roots fully covered | Low | None |
| Grade | Fails | Remedy |
|---|---|---|
| A | 0 | None. Plant is as sold. |
| B | 1 or 2 | 20% of that plant's price as credit |
| C | 3 or more, or any immediate C | 100% of that plant's price plus shipping on those units |
Immediate C: severe visible agar contamination, severe visible leaf mold, or 2 or more yellow leaves. Aurea and albo sectors are the cultivar and are not scored as yellow.
Missing item
An item on the packing list that is not in the box.
- Send the unboxing video filmed from the moment the box is opened.
- With the video: reship if in stock, or credit. You choose.
- Without the video after one request and 2 business days: declined. No partial credit.
How a claim runs
- Message us inside the window with the evidence listed above.
- We grade each affected plant against the standard and show you the count.
- You choose credit today or reship on the next departure.
- Shipping charges are not refunded except as part of a Grade C remedy.
How to file
Email support@plantswithoutborders.com with your order number, the affected plants, and the evidence. Film every unboxing on your phone. It is the fastest way to a same-day answer.