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Due to the current high volume of orders we’re dealing with, we’re currently prioritizing the preparation and shipment of those orders. Due to this you are likely to experience a delay in response to your inquiry.
We are a small business with minimal staff. We are experiencing propagation delays and order delays due to that high volume. Many orders are going beyond our initial estimate and some are going beyond our typical 4-12 week ship time. We're working very hard to catch up but your order may experience delays.
We understand your curiosity on your order status and will get back to you as soon as we can.
Due to current demand it may take SEVERAL business days to hear back from us should you submit an update request. We appreciated your patience and cooperation while we try to navigate our way through the unique situation that is CoVid19 while still supplying orders.
We only ship within the United States at this time. We do not ship out side of the country, not even on your request.
Unless specified, we ship established starter plants typically in 2 to 3 1/2" plastic nursery pots; some items such as Hoyas, some Bromeliads, Epiphyllums, Aroids and Rhipsalis/Succulents are/may be sent as mossed unrooted cuts (as they travel and reestablish best this way); dormant bulbs may be shipped out of pots depending on the season ordered. Often dormant bulbs are shipped in the pot in which they have been growing. We will write "dormant" on the label of this pot, if this be the case. Various hardy items may be shipped in liter size pots.
Warranties: We warranty that our plants will be free of bugs and true to name as far as we know from our research and sources. We guarantee that the plants will arrive to you in healthy condition and will be shipped usually ready for repotting. We cannot guarantee that you will be able to grow the plants you purchase from us. We cannot give a guarantee that a year later your plant will be growing and happy. E-mail or call if you have any problems within ten days after you receive them. Also, call or e-mail us at any time during our phone hours for culture question. We will try to help. With as many species of plants and flowers that we offer, we have no idea whether you will be able to grow them successfully. That is part of the challenge of horticulture. Many plants we offer do take regular care, and take no extraordinary care. Some of them we have gone to great extremes to bring in from all over the world to offer to the garden hobbyist. Some of these plants (although not all) can be a challenge to grow. We usually recommend a plant room, grow lights or a greenhouse for these. Use us as your source for those plants that you cannot find anywhere else. In many instances we are the only mailorder and internet source.
. ***Right now there can be a wait time of up to 2 weeks before your payment is processed and you're shipping estimate is sent from the time of order submission. We are working remotely so plant verification and payment times can take longer than usual. Your patience is appreciated!***
We process your payment at the time your order comes in to us and is processed through the office. This may be a while prior to your shipping expectation. We do this because we are a small speciality nursery and do not keep large numbers of each plant on hand at all times so your payment places your hold on the plants you have ordered. It also guarantees that if the plant you've ordered needs to be propagated, there will be one for you as we also do not have large amounts of space for massive propagation events.
We do accept returns. If there is an issue with a plant please let us know as soon as you see the issue (within 10 days of plant arrival). E-mail us Photos when there is something wrong with your order ( store@glasshouseworks.com) and be sure to mention your order ID # along with your picture(s) and a description of your issue.
At this time we are not sending out replacement plants due to shipping costs and order demand. We can either e-mail you a credit slip for a free replacement plant in your next order or we can process a refund for you. In order to recieve either of these things we need to know what is wrong with the plant and the response to that issue is situational. There are times when we will need the plant to be returned to process a refund. In these cases (if there is something wrong with the plant that is against our infomation provided in the warranty) we will gladly provide a Prepaid electronic shipping label. If there is nothing wrong with the plant(s) against our warant or you've simply decided you dont want the plant we do not cover return cost.
When we process your refund you will get a notification e-mail similiar to your 'processed' notification. Our system will download the refunds at the close of business and after that it is up to the banks. Refunds typically take between 5-14 business days to process through the banking system. Banking regulations dictate that the banking system has up to 30 business days to approve and process through the refund. We have no control over this time frame and are not accountable for the banking system.
Plants are shipped UPS Ground in most cases. Shipments to the CA, WA, OR, NV, AK, HI are sent via UPS 3 day Air.
We are a propagation based business. The majority of the plants are not just sitting on a shelf waiting to be boxed up and sent- we need to propagate your order in most cases. We are also a small business with limited space available and operate on a basic first come first serve standing. This may translate into needing to fulfill more than one propagation cycle before we get to your order. We keep items marked as "in stock" as long as we have the ability to fulfill propagations on them. Delays can occur and some plants have a much much longer establishment time than others- please do not expect miracles from us- we're just people and cannot magically create plants out of thin air.
Generally, plants are shipped when ready or at the best time for planting. During ambient weather conditions, we try to ship generally in a 4 to 12 week period for plant orders. In times of inclement weather this time frame can be extended without notification. If you have a rush order request or need the plant(s) you ordered for an occasion or as a gift, you will have to notify us by phone or email when you place your order. In these cases (if the order is for a smaller number of plants or for items that are not out of season or temporarily out of stock) we may be able to accommodate such rush requests. We do not ship during extreme weather. Low temperatures can cause problems with the plants. We grow many species of plants (more than many other nurseries) and some items are always in short supply. Thus, the Glasshouse Works must be the ones to decide when shipment is best made. During January and February we sometimes have to stop shipping entirely.
You will recieve a "processed/processing" notification at the time your order payment is processed and it will include a rough shipping estimate. Please keep in mind these are just that- estimates. Your order may go out before estimated or later than estimated without notification of the delay. At times we send an estimate along the lines of "as weather permits" This doesn't necessarily mean the plants will be shipped as soon as the weather is cooperative to do so- often times this means that the propagation for your order cannot commence until the weather permits and your order will ship after that. Or at that time we will then be able to begin shipping many many orders that have been held due to weather concerns. There is often a line to get through first.
Do not order if you cannot wait for an unusual, rare or in high demand item to finish before shipment is made. Plants are not like computer parts, pots, fertilizers or other inanimate objects; they are living things and we continually work to propagate and have them ready for sale. There can be delays. Some plants may be shipped in a dormant state to fufill the order in a timely manner or substitutions may be made. This is dependent on the time of year for individual plants and if they simply ship better this way (dormant). We usually ship the order if it is under 15 plants when ALL the plants are ready on that order. This may mean waiting until certain plants come out of dormancy or until one plant is done in propagation. It is largely dependent on the plant (s) in question. You may request a split shipment but will be charged an additional shipping fee for the added shipment, If you do not want to pay an additional shipping fee we recommend waiting for your entire order to be ready. We are 100% open to answering questions about the plants. This includes if things have a dormancy cycle which may interfere with shipping times. Feel free to check with us prior to ordering!
If an item is out of stock at time of delivery, you will be given a credit slip on your next order or a similiar substitute may be used to fill the order. If you will not accept substitutes please mention this in the comment section on your order. Larger orders (typically over 15-20 items) may sometimes be shipped in several shipments and items backordered for shipment when ready. Orders shipped on a rush basis will be shipped at the customer's risk and may have minor substitutions or credits given. Some plants can be shipped throughout the year; while other orders can be shipped only during their particular seasons of the year. We do answer emails or inquiries concerning order status!
In the event that you'd like to cancel the order that is usually fine- however if we have started pulling the order already and your propagations are underway- there will be a $10.00 restocking fee deducted from your refund.
Your order is important to us; thus, we will answer your Emails and give you updates, if you should need them. Some orders are obviously immediately ready and often go out in one to three weeks when weather is warm. Other orders include plants that need to either be started for your order, transferred from one of our other greenhouses, or shipped at the appropriate time of year for that plant. If you order a very unusual plant and we confirm the order with a particular shipping date and then later want it earlier, this sometimes may not be possible. Do not order if you cannot wait for a rather rare item.
In some categories (rhipsalis, epiphyllums and hoyas primarily), the plants are priced as unrooted cutting (URcut). These are shipped sphagnum moss and in small pots to travel well. These are quite easily rooted. Prices would have to be higher on rooted plants of these items. If you want these items rooted you have to be prepared for a longer wait and a possible higher cost.
All pots are shipped with small plastic bags with rubber bands around them to prevent loss of moisture in travelling and to prevent soil falling away from the roots. Some exceptions are made with extreme succulents.
If you order dormant bulbs they will arrive without leaves. (this includes Oxalis plants) If this is upsetting to you, please order plants which do not have dormant cycles. Dormant bulbs are mostly shipped in the pot in which they were growing when they went dormant. As mentioned- It is also possible that we will hold the order for shipping until the plant is no longer dormant.
If you have travel plans that may interfere with delivery of your plants, include this information in the comment section of your order (or send us an e-mail) so we know when not to ship the plants. We are willing to work you you and accommodate you to the best of our ability.