FAQ
We've compiled answers to the most common questions about shopping with us. If you can't find what you're looking for, please don't hesitate to contact our team.
Orders
How do I place an order?
Simply browse our website, add the items you'd like to your cart, and proceed to checkout. You'll need to provide your shipping address, billing information, and select a payment method. Once your order is placed, you'll receive a confirmation email with your order details.
Can I modify or cancel my order after placing it?
You may cancel your order within 24 hours of placing it, provided it has not yet been processed or shipped. To request a cancellation, please contact us at info@thesecretgardenofchicago.com with your order number as soon as possible. Once an order has been processed or shipped, it cannot be cancelled, but you may return or exchange items in accordance with our Return & Refund Policy.
How long does it take to process my order?
All orders are processed within 1 to 2 business days after they are placed. Orders received before 3:00 PM Central Time on a business day are typically processed the same day. Orders received after 3:00 PM Central Time, or on weekends and holidays, will be processed on the next business day.
Will I receive an order confirmation?
Yes. Upon successful payment, you will receive an order confirmation email with your order details and receipt. Please retain this confirmation for your records. If you haven't received your confirmation within a few hours of placing your order, please check your spam or junk folder, then contact us.
Can I change my shipping address after placing an order?
We are unable to modify or redirect orders once they have been processed. Please ensure your shipping address is correct at the time of checkout. If your order has not yet been processed, contact us immediately and we will do our best to assist you.
Do you accept international orders?
Currently, we only ship within the United States. We do not ship to P.O. boxes, APO/FPO addresses, or international destinations at this time.
Products
Are your plants real or artificial?
All plants sold in our store are live, real plants. Each plant is a living organism, and slight variations in color, size, shape, and growth pattern are natural. Product images are representative, but the plant you receive may differ slightly in appearance.
How do I care for my new plant after it arrives?
Each product page includes specific care instructions for that particular plant, including light requirements, watering frequency, soil preferences, and temperature needs. As a general rule, allow your plant 5 to 7 days to acclimate to its new environment after delivery. Temporary yellowing, drooping, or minor leaf loss during this period is normal and not a cause for concern.
What if the plant I receive looks different from the website?
Live plants are living organisms, and slight variations in color, size, shape, and growth pattern are natural and do not constitute a defect. Environmental conditions, seasonal changes, and natural growth can cause differences between the product images and the plant you receive.
Do your plants come in pots?
to keep the plant in its original pot or repot it into a decorative container of your choice.
Are your plants safe for pets?
Pet safety varies by plant species. Please check the product description on each plant's page for information about pet safety. If you have specific concerns about a plant and your pets, we recommend consulting with your veterinarian.
Shipping
Do you offer free shipping?
Yes. We offer free standard shipping on all orders within the United States. There are no hidden fees or surcharges for standard delivery.
How long does shipping take?
Standard delivery takes 3 to 5 business days after your order has been processed. Delivery times are estimates only and are not guaranteed. Actual delivery times may vary depending on your location, shipping carrier, and other factors outside our control.
When are orders shipped?
Plants are typically shipped Monday through Wednesday to avoid weekend delays in transit. This helps prevent plants from sitting in shipping facilities over the weekend, which can cause stress or damage.
Do you ship during extreme weather?
Live plants are sensitive to temperature and weather conditions. During extreme heat (above 95°F) or extreme cold (below 35°F), we may temporarily delay shipping to protect plant health. You will be notified by email if your order is affected by a weather-related shipping delay.
Do you offer heat packs and insulation for cold weather shipping?
Yes. During colder months, we may include heat packs and insulation to protect plants from cold damage. Customers in regions with temperatures below 40°F are strongly encouraged to add insulation to their order. Insulation is available as an add-on item at checkout.
How will I know when my order has shipped?
Once your order has shipped, you will receive a shipping confirmation email containing your tracking number. You can use this tracking number to monitor the status of your delivery through the carrier's website. If you have not received your shipping confirmation within 5 business days of placing your order, please contact us.
Which shipping carrier do you use?
We use trusted shipping carriers to deliver your orders. The specific carrier used for your order will be indicated in your shipping confirmation email. We select carriers based on reliability, delivery speed, and the safe transport of live plants.
What if my package is lost or damaged during shipping?
If your package is lost or damaged during transit, please contact us within 48 hours of delivery (or the expected delivery date) so we can investigate and arrange a resolution. For live plant orders, please include clear photographs of the plant and its packaging when submitting your claim.
What if my tracking shows delivered but I haven't received it?
Please take the following steps:
- Check with neighbors or household members to see if the package was received on your behalf.
- Check any safe locations around your property where the package may have been placed.
- Contact the shipping carrier directly with your tracking number to inquire about the delivery status.
If you are still unable to locate your package, please contact us and we will work with you to resolve the issue.
What if an incorrect address was provided and my package is returned?
If a package is returned to us due to an incorrect shipping address, a failed delivery attempt, or refusal of delivery, we will contact you to arrange reshipment. Additional shipping charges may apply for reshipment of returned packages.
Returns and Refunds
What is your return policy?
Our return policy differs between non-plant items and live plants.
Non-plant items (planters, accessories, etc.): We offer a 30-day return policy. Items must be unused, in original condition, and accompanied by proof of purchase.
Live plants: Due to their perishable nature, live plants cannot be returned under a standard return policy. However, you may request a replacement or refund if:
- Your plant arrives damaged, dead, or is the wrong item — report within 48 hours of delivery with photos.
- Your plant shows significant decline or dies within 7 days of delivery — report promptly with photos.
Normal acclimation symptoms (minor yellowing, drooping, or leaf drop in the first 5–7 days) do not qualify. Plants that have been repotted or altered are not eligible.
How do I start a return?
To initiate a return or live plant claim, please contact us at info@thesecretgardenofchicago.com with your order number, the item(s) you wish to return or claim, the reason, and supporting photographs where applicable. Once approved, we will provide you with a return shipping label and detailed instructions. Items returned without first requesting a return will not be accepted.
What items cannot be returned?
The following items are not eligible for return:
- Live plants (except in cases of damage, death, wrong item, or significant decline within 7 days as described above)
- Seeds, soil, fertilizers, and other perishable products
- Hazardous materials, including flammable liquids, gases, and chemical-based plant treatments
How long does it take to receive my refund?
Once we receive and inspect your return or approve your claim, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow your bank or credit card company additional time to post the refund to your account. If you have not received your refund within 10 business days of approval, please contact us.
Do I have to pay for return shipping?
All return shipping is free. Shipping fees are fully refunded for all eligible returns, regardless of the reason for return.
Can I exchange an item instead of returning it?
Yes. We offer exchanges for eligible non-plant items and for live plants in cases of damage, death, wrong item, or significant decline within 7 days. The fastest way to receive the item you want is to initiate a return or claim for the original item and place a new order for the replacement. Once we receive and approve your return, we will process the refund for the original purchase separately.
What if my plant arrives damaged?
Please inspect your order upon delivery. If your plant is damaged, dead, or incorrect, please contact us immediately at info@thesecretgardenofchicago.com within 48 hours of delivery. Include clear photographs of the plant and its packaging. We will evaluate the issue and arrange a replacement or refund.
What if my plant dies shortly after delivery?
Minor symptoms such as yellowing, drooping, or small leaf drop within the first 5 to 7 days are normal transit stress and not a defect. However, if your plant shows significant and rapid decline or dies within 7 days of delivery, please contact us with photographs and we will arrange a replacement or refund.
Payments
What payment methods do you accept?
We accept the following payment methods:
- Credit and Debit Cards: Visa, Mastercard, American Express, Discover
- Digital Wallets: PayPal, Apple Pay, Google Pay
Is my payment information secure?
Yes. All transactions are protected with 256-bit SSL encryption. We are fully PCI DSS (Payment Card Industry Data Security Standard) compliant, and all payments are processed through trusted, industry-leading payment gateways.
What currency are prices listed in?
All prices are listed in US Dollars (USD) unless otherwise specified.
Do I have to pay sales tax?
Applicable sales tax will be calculated based on your shipping address and added to your order total. Tax rates may vary by state and are subject to change. We do not charge any additional fees beyond the displayed product prices and applicable taxes.
What if my payment is declined?
If your payment is declined, please verify that your payment information is correct and try again. If the issue persists, please contact your bank or card issuer for assistance. You may also try an alternative payment method.
Do you offer invoices?
A digital invoice will be provided via email upon order completion. If you require a formal invoice for business purposes, please contact us at info@thesecretgardenofchicago.com.
Account and Privacy
Do I need an account to place an order?
No. You may check out as a guest without creating an account. However, creating an account allows you to track orders, save your shipping information, and manage your preferences more easily.
How do I create an account?
You can create an account by clicking the "Account" or "Sign Up" link on our website. You'll need to provide your name, email address, and create a password.
How is my personal information protected?
We implement reasonable administrative, technical, and physical safeguards to protect your personal information from unauthorized access, use, or disclosure. Please review our Privacy Policy for complete details on how we collect, use, and share your personal information.
Can I opt out of marketing emails?
Yes. You may unsubscribe from promotional emails at any time by clicking the "unsubscribe" link in the email. If you opt out, we may still send you non-promotional emails, such as those about your account or orders.
What are my rights regarding my personal information?
Depending on where you live, you may have the following rights regarding your personal information:
- Right to access a copy of the personal information we hold about you
- Right to request that we delete your personal information
- Right to request that we correct inaccurate personal information
- Right to opt out of the sale or sharing of your personal information for targeted advertising
To exercise any of these rights, please contact us using the information below.
Contact Us
If you have any questions that aren't covered in this FAQ, please don't hesitate to reach out:
The Secret Garden of Chicago
Address: 662 N Dearborn St, Chicago, IL 60654, United States
Email: info@thesecretgardenofchicago.com
Phone: 773-827-4560
Business Hours: Monday – Friday 9:00 AM – 6:00 PM, Saturday 10:00 AM – 4:00 PM (Central Time)
We typically respond to inquiries within 1 to 2 business days. For urgent issues, please call us during business hours.