Shipping policy
Thank you for shopping with The Secret Garden of Chicago. This Shipping Policy outlines how we process, ship, and deliver your orders. Please review this policy carefully to understand what to expect when placing an order with us.
Order Processing Time
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.
You will receive a confirmation email once your order has been processed and shipped, including tracking information where applicable.
Please ensure your shipping address is correct at the time of checkout. We are unable to modify or redirect orders once they have been processed.
Shipping Coverage
We currently ship within the United States only. We do not ship to P.O. boxes, APO/FPO addresses, or international destinations at this time.
Shipping Rates
Free standard shipping is provided on all orders within the United States. No minimum purchase is required. There are no hidden fees or surcharges for standard delivery.
Estimated Delivery Time
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.
Business days are defined as Monday through Friday, excluding federal holidays in the United States.
Live Plant Shipping
We take special care in packing and shipping live plants to ensure they arrive healthy. Please note the following important information regarding plant orders:
Temperature Sensitivity
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.
Shipping Schedule
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.
Heat Packs and Insulation
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.
Acclimation Period
After delivery, live plants may experience temporary stress from transit. Yellowing, drooping, or minor leaf loss during the first 5 to 7 days is normal and not considered a defect. Please allow your plant time to acclimate to its new environment before making an assessment.
Natural Variation
Each plant is a living organism. Slight variations in color, size, shape, and growth pattern are natural and do not constitute a defect. Product images are representative, but the plant you receive may differ slightly in appearance.
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 at info@thesecretgardenofchicago.com.
Shipping Carrier
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.
Failed or Returned Deliveries
If a package is returned to us due to an incorrect shipping address provided by the customer, 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.
If a 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.
Damages and Issues
Please inspect your order upon delivery. If your item is defective, damaged during transit, or if you receive the wrong item, please contact us immediately at info@thesecretgardenofchicago.com so we can evaluate the issue and make it right.
For live plant orders, we require that you report any damage or issues within 48 hours of delivery. Please include clear photographs of the plant and its packaging when submitting your claim.
Missing Packages
If your tracking information shows that your order was delivered but you have not 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 at info@thesecretgardenofchicago.com and we will work with you to resolve the issue.
Contact Us
If you have any questions about our Shipping Policy, please reach out to us:
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)