Welcome to Emily's Plants!

Customer Service

Emilysplants.com is committed to making sure that you are completely satisfied with your experience. If you have a question that isn't answered below, please call us at 760-707-5415, or email us at service@emilysplants.com

  • 100% Satisfaction Guarantee

    We want you to be completely happy with whatever you buy from us. If you are not completely satisfied, you can return any non-plant item within 15 days of receipt for replacement, full reimbursement, or store credit for 100% of the value.

    All live plant products have a 7-Day Freshness Guarantee and we will gladly replace any plant should it expire within a week of arrival. Just call us at 760-707-5415 , or send an email to service@emilysplants.com

    Make sure you include your order #, name, address & daytime phone number - we can't credit you for the returned item unless we know who you are!

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  • Questions about orders:

    Feel free to email us at service@emilysplants.com, or call us at 760-707-5415 .

    Our office hours are 9 A.M. to 5 P.M. Pacific Standard Time

    If you call when the office is closed, please leave a message for customer service that includes your name, order number and contact information.

    We promise to get back to you within 24 hours.

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  • Shipping Options & Charges

    How do you calculate shipping costs?
    We offer standard shipping as our “best value” shipping method. In an effort to provide value to our customers, we make every effort to make sure our shipping rates are reasonable.
    We offer flat rate shipping based on the order total for each shipment and the level of service provided.
    Please note that for oversize items, a large-item surcharge will be added to the shipping cost


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  • Shipping Policies

    Where do we deliver?
    We take orders from all over the world, however, our products can only be delivered within the continental U.S. No AK or HI addresses.

    When will my order ship?
    Typically, orders will ship the 2-3 business days after the order is placed.

    Some of our products are shipped directly from the manufacturer. These items take between 2-3 business days to ship. During particularly busy times, such as the holidays, allow 5-7 days for the products to ship.

    Plants are delivered Tuesday through Friday and orders processed Monday through Thursday. Orders received by 10:00 A.M. Pacific Standard Time will be shipped the same day. Orders received after 10:00 A.M. Pacific Standard Time, will be shipped the following day.

    Plants can only be delivered on Saturday per special request. Please call (1-866-PLANTS3) or email ( service@emilysplants.com) our customer service department for prices.

    When will my order be delivered?
    GROUND SHIPPING: If you select ground shipping, your order will typically arrive within 3-5 business days depending on the order item's lead time shown on the item's page.

    How can I track my order?
    Once your order ships, you will receive a shipment notification via email that will include your tracking number.

    In some cases, your items will ship and arrive separately. This will occur if you have multiple items including a plant or an item that is shipped directly from the manufacturer. In this case, you will receive several shipment confirmation emails with the appropriate information for each shipment.

    Why do you charge additional shipping on large items?
    Many of our large items require a shipping surcharge. These surcharges are noted in the item descriptions.

    These additional shipping charges are applied because these items are bulky, heavy and in many cases require special handling.

    Why can certain items only ship via Ground shipping?>
    Certain items are shipped from locations where expedited shipping is not an option.

    How are the plants delivered?
    In order to ensure freshness, we use expedited delivery process to deliver our plants. They are guaranteed on the date you select. The plants are securely wrapped and protected in a specially designed box for a guaranteed fresh delivery. Your personal message and plant-specific care instructions are included in every order.

    How do you calculate shipping costs for plants?
    Standard shipping for all plants is Two Day Express via FedEx or UPS. You have the option to upgrade and pay an additional fee to have it sent via Overnight shipping

    What time will the plant arrive?
    UPS and FedEx both deliver until 7 pm on weekdays.

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  • Your input: We need your help!

    Please help our other visitors (and us) by leaving feedback regarding our products and your shopping experience.

    To leave product comments, click on the "add comments" button on that product's page.

    And please feel free to share your thoughts with us regarding your shopping experience by sending an email to products@emilysplants.com or calling us at 760-707-5415.

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  • Our Privacy Policy

    None of the information you provide us will be given, sold, or traded to others without your consent. That includes your name, address, email, payment information, or anything else you tell us. Read More

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  • Safe Shopping Guarantee

    Shopping online with us is just as safe as or safer than using your credit card at your local nursery. We use standard secure server software that encrypts all the data you send us, preventing any unauthorized party from intercepting and copying your information. Your browser will show that you have a secure encrypted link by showing you a small closed lock. Send any questions on our secure ordering process to service@emilysplants.com.

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  • Alternatives to on-line ordering

    By fax: Go through the ordering process, then print out your order and fax it to us at 760-603-0862.

    By mail: Go through the ordering process, then print out your order. Mail the form in to us, including either your credit card information or a check made out to "Emilysplants.com" The mailing address is:

    6088 Corte Del Cedro
    Carlsbad, CA 92011

    By phone: You may call us at 760-707-5415 and place your credit card order by phone.

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  • Sales tax

    State laws require companies to collect sales tax from residents shipping merchandise to states where the company has established offices. The Emilysplants.com main office and operations are in Carlsbad, California; we are, therefore, required to collect sales taxes on orders shipped to locations in the state of California. The rest of you are okay, for now.

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  • Return Shipping Policy

    If you are not satisfied with the quality of an item you received and would like to return it, simply contact us via phone or email:

    We will gladly send you a pre-paid return shipping label via email or post.
    Once we receive the returned items, we will give you a full refund.
    Please note that we will only cover the shipping costs if you are returning an item due to an error on our part. Otherwise, both return and outgoing shipping costs are your responsibility.

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