FREQUENTLY ASKED QUESTIONS
Why doesn't my plant look like the picture?
Since we offer plants in multiple sizes, we opted to provide photos of a full-grown or established plant. By popular demand, we also occasionally provide stock photos of a plant staged in a home or in a planter. However, every plant is shipped in a standard black nursery pot. Therefore, you may not always receive a plant that looks exactly like the photo.
What forms of Payment does Prevail Plants accept?
We accept all major credit cards and debit cards including Visa, MasterCard, Discover, and American Express. We also accept payments through Paypal.
How soon should I plant my new plants in the ground or its “forever pot.”
After you have acclimated your new plant to the sunlight, you can plant your items directly into the ground or their new pot. Sooner is better than later but if you find it necessary to leave the plants in the existing pot for an extended period be sure to monitor the soil moisture more frequently.
My plant has a few damaged leaves.
Damage to leaves is completely superficial and easily fixed. Simply remove any damaged leaves from the plant using sharp scissors or pruning shears. In no time the plant will grow a new leaf to replace the damaged one. Often times it is recommended that some leaves be removed when planting to reduce the stress on the plant due to damaged roots during the planting process.
I’ve received my order but received the wrong size items.
If you received the wrong size item, we would be happy to remedy the situation. Please contact us at support@prevailplants.com and include a photo of the item in question with a measuring device for our records. Please also include your order number with all correspondence.
I've received my order. How do I unpack it?
The simple answer is carefully; We ship in what is called “coffin boxes.” These boxes are meant to be laid down flat and opened. Most of our plants are “sleeved” in recycled paper sleeves. Carefully tear the paper sleeve off of the plant. The paper can then be recycled. Often paper is taped into the pot to keep the soil from becoming dislodged during shipping. This too can be recycled. We carefully monitor the soil moisture of the plants before packing, but we do recommend giving your new plants a drink upon unpacking. Place your new plants in a shaded area out of the full sun for a few days to avoid burning. Burning occurs when a plant that has been in a dark box is exposed to full sun. Please note any major damage and contact us immediately. Small amounts of superficial damage are not uncommon and 99% of the time the plants will be fine.
I received my order, but I’ve received the wrong item(s).
We try hard to fulfill our orders as accurately as possible. Occasionally we make a mistake. Do not worry this is not due to any fault of yours and we want to make the order right. Please contact us at support@prevailplants.com upon arrival, and we will make arrangements to ship out the correct item(s) as soon as possible.
What do I do if my plants were damaged during the shipping process?
We pride ourselves on our packaging. We have worked hard over the years to perfect our packing; occasionally our carriers do not provide the level of care required to ship live plant material. When these circumstances present themselves, we are typically able to file a claim for damages with the carrier. We request that you provide us with photos of the box and the damaged contents at support@prevailplants.com.
How do I know if my order has shipped?
If you provided an email address with your order, you will receive an email with tracking info when your order ships. You can also log into your account using the credentials you supplied and check the status of your order.
Can I cancel my order?
Yes, we understand that sometimes needs, plans, or schedules change. Please email our customer service department as soon as possible support@prevailplants.com. Cancellations cannot be done via phone, nor can we process a cancellation once an order has gone to shipping. However, there is no fee for delaying the shipping of your order if that would be helpful.
How many days will it take for my package to arrive to me once it ships?
UPS typically reaches most locations in the US within 3 to 5 days. Typically we ship west coast orders on Monday to reach you by Saturday. Doing this helps to avoid plants spending the weekend in a warehouse or trailer.
Can I delay my shipment during times of inclement weather or until I’m ready to plant?
We appreciate our customers letting us know when they would like their order to arrive. Our shipping staff’s goal is to get you your order as quickly as possible. Some customers prefer to pre-order to guarantee they receive their plants indicating the date they would like the order received. However, you may delay the shipping of your order by contacting support@prevailplants.com as long as your order has not already shipped.
How does Prevail Plants Ship?
We ship exclusively with UPS. All orders are shipped using UPS Ground. Because we only ship with UPS a physical address is required to be entered into the shipping address field on our checkout page.
When will my order ship?
Our fulfillment staff works as fast as possible and most orders ship within 5 to 7 business days. During our busy times, this estimate may take slightly longer. We appreciate our customers understanding this schedule as we take great care in our packaging department which occasionally causes unexpected delays. Our customer service is happy to help with shipping questions and concerns, and they can be reached at support@prevailplants.com.