How long will it take to receive my order?
We ship live plant orders Monday through Wednesday, and all other orders
Monday through Friday.
Shipping time will vary depending on your location and the delivery speed
you choose. The options are:
Economy Shipping, which takes 5-8 business days.
Standard Shipping, which takes 3-4 business days.
Where does Twig ship?
We ship anywhere within the continental United States.
What is your winter shipping policy?
Before shipping your order, we check the weather to make sure we aren’t
sending your plants to a cold, sad death.
Depending on the forecasted temperatures, we decide whether or not to include
a heat pack or if we should hold your order until the temperatures rise to safe
numbers. We will keep you up to date on the status of your order, whether it is
shipping as scheduled or needs to be held in our warm and cozy nursery.
What happens if my plants arrive dead or damaged?
We guarantee live arrival on all our plants. We do reserve the right to
reject any claims where negligence or purposeful damage has been done. Photos
may be requested of plants.
Occasionally carriers may be rough with some packages and the box
arrives looking like it needs a spa day or a trip to the cardboard doctor.
Please open the package as soon as possible and document any damage with your
camera. Send the photos and/or videos to firstname.lastname@example.org and let
us know what happened. We will review what you sent us and be in touch with the
What if I receive the wrong product?
If you have any issues with your order, please contact us at email@example.com with a picture of what you received and a description of the issue.
What is your return policy?
We accept returns on non-plant products within 30 days of the date the order
was shipped. Returns will be subject to a six dollar return shipping fee which
will be deducted from your refund.
Products must be returned in the original condition. We reserve the right to
refuse returns that show signs of use. Once your return is received we will
provide notice of whether the return has been approved or denied.
Once approved, the refund will be applied to the original method of payment.
Please note that refunds can take 7 to 10 business days to appear on your bank
account due to the various processing times of financial organizations.