Return and Refund Policy

Thank you for choosing The Secret Garden of Chicago for your gardening needs. We specialize in premium live plants, stylish planters, and quality watering cans designed to help you cultivate a beautiful indoor or outdoor garden. This policy provides a clear overview of our guidelines for returns, refunds, exchanges, and shipping, so you can shop with complete confidence.

Return Policy — Planters and Watering Cans

We want you to be fully satisfied with every planter and watering can you purchase from us. For these non-perishable items, we offer a 30-day return policy. You may request a return within 30 days of receiving your order, provided the following conditions are met:

The item remains unused and in its original, undamaged condition
All original packaging, tags, and accessories are included
Proof of purchase is available (such as an order confirmation email, receipt, or digital invoice)

Items that show signs of use, wear, or damage caused by the customer are not eligible for a standard return.

Return Policy — Live Plants

Because live plants are perishable and sensitive to handling, we are unable to accept standard returns on them. Nevertheless, we stand firmly behind the quality and health of every plant we ship. If your plant arrives in less than satisfactory condition, you may request a replacement or full refund under the following circumstances:

Within 48 Hours of Delivery

You may file a claim if:

The plant arrives visibly damaged, broken, or deceased
You received the wrong plant species or an incorrect item altogether
The pot or root system is severely compromised due to shipping

Within 7 Days of Delivery

You may file a claim if:

The plant experiences significant and rapid decline or death that cannot be attributed to normal transit stress or the natural acclimation process

Requirements for All Live Plant Claims

To ensure a fair and efficient claims process, the following conditions apply:

You must contact us within the applicable timeframe listed above
You must provide clear photographs showing both the plant and its original packaging
Plants that have been repotted, transplanted, fertilized, or otherwise altered from their original shipped condition are not eligible for claims
Normal acclimation symptoms — including minor yellowing, slight drooping, or a small amount of leaf drop during the first 5 to 7 days — are expected and do not qualify as significant decline

How to Submit a Live Plant Claim

Send an email to info@thesecretgardenofchicago.com including:

Your order number
A written description of the issue
Supporting photographs of the plant, the pot, and the shipping packaging

Our team will review your claim and respond promptly with a resolution, which may include a replacement shipment or a full refund.

How to Request a Return — Planters and Watering Cans

To initiate a return for a planter or watering can, please follow these steps:

Step 1: Send an email to info@thesecretgardenofchicago.com with the following information:

Your order number
The specific item(s) you wish to return
The reason for your return

Step 2: Wait for our approval. Once your request is reviewed and approved, we will provide you with a prepaid return shipping label along with detailed instructions on where and how to send your item.

Step 3: Ship the item back using the provided label. Please note that items returned without a prior approved request will not be accepted.

Please send all approved returns to the following address:

The Secret Garden of Chicago 662 N Dearborn St Chicago, IL 60654 United States

Damages and Issues

We encourage you to inspect your order carefully upon delivery. If any item arrives defective, damaged during shipping, or incorrect, please reach out to us immediately at info@thesecretgardenofchicago.com so we can assess the situation and provide a prompt resolution.

For planters and watering cans, report any damage or discrepancy as soon as possible and within the 30-day return window.
For live plants, all damage or arrival-related issues must be reported within 48 hours of delivery. Any significant decline or plant death observed within 7 days of delivery must also be reported promptly.

When filing a damage report, please include clear photographs of the product and its packaging to help us process your claim efficiently.

Live Plant Shipping and Handling

Shipping live plants requires special care, and we take every precaution to ensure they arrive healthy and vibrant. Please review the following important details:

Temperature-Based Shipping Delays

Live plants are sensitive to extreme temperatures. To protect their health during transit, we may delay shipments during periods of:

Extreme heat exceeding 95 degrees Fahrenheit (35 degrees Celsius)
Extreme cold dropping below 35 degrees Fahrenheit (2 degrees Celsius)

If your order is affected by weather-related shipping restrictions, we will notify you promptly with an updated shipping schedule.

Shipping Schedule and Transit Times

Plants are typically shipped Monday through Wednesday to avoid weekend delays and extended time in transit.
Standard shipping within the United States takes approximately 3 to 5 business days depending on your location.

Insulation and Heat Packs

During colder months, we include heat packs and thermal insulation in plant shipments as needed. We strongly recommend that customers in regions where temperatures regularly fall below 40 degrees Fahrenheit (4 degrees Celsius) select the insulation option at checkout to provide additional protection for the plant during transit.

Acclimation Period

It is completely normal for plants to experience a brief period of stress after being shipped. Common acclimation symptoms include:

Minor yellowing of leaves
Slight drooping or wilting
A small amount of leaf drop

These symptoms typically resolve within 5 to 7 days and do not indicate a quality problem with the plant.

Natural Variations

Every plant is a unique living organism. Slight differences in color, size, leaf shape, and growth habit are natural characteristics and are not considered defects or quality issues.

Exchanges

Planters and Watering Cans

We offer exchanges for eligible non-plant items. The fastest way to receive the product you want is to:

Initiate a return for the original item following the return steps described above
Place a new order separately for the replacement item you prefer

Once we receive and approve your returned item, we will process the refund for the original order independently.

Live Plants

Exchanges for live plants are available in cases of:

Shipping damage or plant death
Wrong plant species or incorrect item delivered
Significant decline within 7 days of delivery

All exchange requests for live plants must meet the reporting requirements and timeframes described in the live plant claims section.

To request an exchange for any product, email us at info@thesecretgardenofchicago.com with your order number and a description of the item you would like to exchange.

Refunds

Once we receive and inspect your returned item, we will send you a notification regarding the approval or rejection of your refund.

If your refund is approved:

The refund will be processed to your original payment method
Please allow up to 10 business days for the funds to appear in your account
Your bank or credit card company may require additional processing time

If you have not received your refund within 10 business days of receiving our approval notification, please contact us at info@thesecretgardenofchicago.com and we will investigate the matter promptly.

Contact Us

If you have any questions about this Return, Refund, Exchange, and Shipping Policy, or if you need assistance with an order, please do not hesitate to get in touch:

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 through Friday 9:00 AM to 6:00 PM | Saturday 10:00 AM to 4:00 PM (Central Time)

We are here to help ensure your shopping experience is smooth and enjoyable from start to finish.