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What You'll Receive

Shipping Policy

We take immense pride in safely delivering healthy plants from our nursery directly to your home garden.

1. Order Processing
Our administrative and support teams are based in Georgia, while all live plants are professionally grown, prepared, and dispatched from our specialized nursery facility in California.

  • Orders typically take 1 to 3 business days to process. For succulents and cacti, this processing window includes a necessary 24-72 hour air-drying period (bare-rooting) to prevent root rot during transit.
  • Please note that processing may take slightly longer during peak spring and fall gardening seasons.
  • Order cutoff time: 2:00 PM Pacific Time (PT).

2. Delivery Time & Carriers
You will receive an order confirmation email immediately after checkout. A tracking number will be provided once your package leaves our California warehouse.

  • Standard transit time is 3 to 7 business days.
  • We partner with trusted domestic shipping carriers to ensure reliable delivery.

3. Shipping Fees
We currently ship exclusively to the contiguous United States. Shipping costs are calculated based on your order subtotal:

  • Under $20: $6 standard shipping
  • $20.01 - $40: $8 standard shipping
  • $40.01 - $59.99: $10 standard shipping
  • Orders $60 and above: Free standard shipping
  • Optional: You have the option to add live arrival insurance at checkout for safer, priority delivery.

4. Shipping Restrictions
We strictly adhere to all USDA and local agricultural regulations.

  • We cannot ship live plants to Hawaii, Alaska, or U.S. territories.
  • Certain plant varieties are restricted from entering California, Florida, Arizona, and Texas. If an item in your order cannot be delivered to your location, our support team will contact you to arrange a replacement or a full refund.

5. Plant Packaging Methods
We utilize specialized packaging methods tailored to each plant's needs to ensure they remain healthy in transit:

  • Succulents and Cacti: Shipped bare-root without soil. This effectively prevents rotting and is the gold standard for nursery shipping.
  • Young Trees: Shipped with soil securely wrapped around the root system to protect the delicate roots and ensure successful transplanting.

6. Weather Suspensions
We actively monitor weather conditions nationwide. To protect the vitality of your plants, shipments may be temporarily placed on hold if extreme cold or intense heat is forecasted along the delivery route. You will receive an email notification if we need to make this adjustment.

7. Address Verification & Unboxing

  • Address Check: Please carefully verify your shipping address before completing payment. We are not liable for lost, delayed, or undeliverable parcels caused by incorrect or incomplete address information.
  • Unboxing: Please unpack your plants immediately upon receipt. Leaving packages outdoors in direct heat or freezing conditions for extended periods will cause severe damage to the plants.

Refund & Return Policy

Our Green Promise: Healthy Arrival, Guaranteed.
At SoilSong Official Store, we take immense pride in the health and quality of our plants, trees, and seeds. We understand that shipping living things is a delicate journey. Our goal is for you to succeed in your gardening journey, and we stand behind the vitality of every specimen we ship.

1. The 30-Day Plant Health Guarantee
We want you to feel completely confident in your gardening journey. We guarantee that your plants and trees will arrive at your doorstep alive and remain healthy for their first week in their new home. Because plants are living organisms that require time to adjust, any claims regarding the health of your arrival must be submitted within 30 days of the delivery timestamp provided by the carrier.

To file a claim:

  • Email us at support@mysoilsong.com within 7 days of delivery.
  • Include your Order Number in the subject line.
  • Required: Attach clear photos showing the condition of the damaged plant AND the original packaging/box.

Resolutions: If our plant experts determine the plant is unviable (dead or severely damaged beyond recovery due to transit stressors), we will, at our discretion, quickly provide a one-time replacement or issue a store credit/refund for the cost of the plant.

2. Why We Do Not Accept Returns
Due to the highly perishable nature of live plants, we cannot accept physical returns. Shipping a stressed plant back to us in a dark, unventilated box usually results in the death of the specimen. Instead, we offer our comprehensive 7-Day Plant Health Guarantee to ensure you are never left with a dead or unviable plant.

3. Shipping Origin Notice
Please note that while our corporate headquarters and business office are located in Powder Springs, Georgia (GA), all live plants are professionally dispatched from our specialized nursery logistics hub in California (CA) to ensure optimal handling, climate control, and transit times.

4. Understanding "Shipping Shock" (Not Covered)
It is completely normal for plants to experience minor "shipping shock" after traveling across the country. The following conditions are considered normal physiological responses to transit and are not eligible for a refund or replacement:

  • Minor leaf drop or transit-induced yellowing of lower leaves.
  • Slight wilting, soft stems, or minor wrinkling (especially common in succulents).
  • Dormancy: Deciduous trees and perennials shipped in Fall/Winter may arrive without leaves (looking like "bare sticks"). They are healthy and will regrow naturally in Spring.
  • Minor cosmetic damage (such as a snapped small lower leaf or a bruised flower petal).

5. What is Not Covered
SoilSong is not responsible for plant failure under the following circumstances:

  • Incorrect Care: Overwatering, underwatering, using incorrect soil mixes, or placing plants in inappropriate pots/drainage.
  • Climate Mismatch: Planting or placing specimens outside their recommended USDA Hardiness Zones.
  • Delayed Unboxing: Packages left unopened in mailboxes, parcel lockers, or on hot/cold porches for more than 12 hours after delivery.
  • Neglect or Alteration: General neglect occurring after the plant has been in your care for more than 7 days, or repotting within the first week of arrival.

6. Seeds & Bulbs Policy
Refunds or replacements for seeds and bulbs are only issued if the item is proven to be the incorrect variety or arrived visibly rotted, moldy, or crushed. We do not guarantee a 100% germination rate due to numerous uncontrollable environmental variables (such as soil temperature, moisture level, and planting depth).

7. Refunds (If Applicable)
If a refund is approved by our support team, it will be processed automatically and credited back to your original payment method within 5-10 business days. Please note that individual banking institutions may take additional processing time to post the credit to your account.

Contact Us
For any inquiries regarding returns, shipping damage, or plant care, please contact our support team:

SoilSong by Shiyi Succulent Garden

  • Address: 11817 central ave Chino, CA 91710
  • Phone: +1 (773) 912-7238
  • Email: support@mysoilsong.com

We grow for the little lift it gives you.

Plants will not solve everything. But they can give you a quiet reason to pause, notice progress, and feel proud of something small and real.

01

A small daily win

A new root, leaf, or flower is proof that your care is doing something good.

02

Something to look forward to

Growth is slow in the best way. There is always another tiny change to discover.

03

A calmer corner

A plant can turn an ordinary shelf, desk, or windowsill into a place that feels like yours.

04

Confidence without gatekeeping

You do not need to be an expert. Curiosity, a little guidance, and patience are enough.

For real-life growers

We know the hard parts, too.

Shipping a living thing can feel uncertain. Plant care can be confusing. And sometimes a plant simply needs help settling in.

01

“Will it arrive okay?”

We pack for the journey and ask you to inspect your plant promptly when it arrives.

02

“What if I do not know what to do next?”

Our care guidance turns the first days at home into clear, practical steps.

03

“What if something looks wrong?”

Send us clear photos and your order details. A real person will help you work out the next step.

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