Refund policy
Shipping delicate tropical aroids internationally carries inherent risks. We utilize specialized export packaging and sterile sphagnum moss to ensure the highest survival rate possible. To protect your investment, tropicalaroid.com offers a strict Live Arrival Guarantee (LAG).
By purchasing from us, you agree to the following terms.
What Is Covered
Our LAG protects you against catastrophic transit failure. We will issue a plant replacement if the plant arrives with:
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Dead on Arrival (DOA): The plant is completely dead and unsalvageable.
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Severe Stem Rot: Rot has consumed the main stem/chug, destroying the growth point and making rehabilitation impossible.
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Catastrophic Root Rot: 100% loss of the root system combined with severe stem degradation.
Note: We do not issue cash refunds under any circumstances. Approved claims will be resolved strictly via a replacement plant of equal quality and size.
What Is NOT Covered (Normal Shipping Stress)
Plants travel in total darkness across the globe. Acclimation stress is unavoidable and does not qualify for a replacement. Exclusions include:
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Cosmetic Damage: Torn, bent, or bruised foliage.
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Leaf Loss: Yellowing, browning, or dropping of the oldest leaves.
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Minor Root Loss: Dieback of secondary roots that does not threaten the life of the plant.
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Weather Damage: Damage occurring because the package was left outdoors in extreme heat or cold after delivery.
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Customs Issues: Packages delayed, destroyed, or confiscated by your local customs authority due to a lack of required buyer-side import permits.
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Post-Arrival Mortality: Death or decline occurring more than 24 hours after delivery due to repotting shock, improper humidity, or incorrect watering.
How to Submit a Claim (The 24-Hour Rule)
To prevent fraudulent claims, our claim process is strictly enforced. If your plant arrives in critical condition, you must follow these exact steps:
1. Record an Unboxing Video You must record a clear, continuous, unedited video of the unboxing process. The video must show the sealed box being opened, the removal of the packaging, and a clear view of the plant’s condition (focusing on the stem and roots).
2. Contact Us Within 24 Hours You must email us at [Your Support Email] within 24 hours of the carrier’s recorded delivery timestamp.
3. Include Required Details Your email must include:
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Your Order Number.
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The continuous unboxing video (via attachment or Google Drive/Dropbox link).
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High-resolution photos clearly showing the critical damage.
Claim Resolution If your claim is approved, we will source a replacement plant from our network of local East Java farmers. We will process the free Phytosanitary Certificate and prepare it for export. (Note: While the replacement plant and export documents are free, the buyer remains responsible for the shipping cost of the replacement package).
