Refund policy

Our Commitment

At Canyon Exotics, we take pride in growing and shipping healthy, high-quality carnivorous plants. Every plant is carefully inspected and securely packaged before leaving our Arizona greenhouse. We stand behind what we sell and are committed to making things right if something goes wrong during shipping.

Live Arrival Guarantee

All plants are guaranteed to arrive alive and in healthy condition. This means your plant will not show severe distress beyond what is normal for shipping.

What Is Covered

  • Plants that arrive dead (completely brown, mushy, or rotted)
  • Plants with severe root rot or decay affecting the crown or rhizome
  • Plants crushed or severely damaged during transit

What Is NOT Covered (Normal Shipping Stress)

Some cosmetic changes are normal after shipping and do not affect long-term plant health:

  • A few yellowed, wilted, or brown leaves
  • Closed or droopy Venus flytrap traps
  • Dried or browning pitcher tips on Sarracenia
  • Detached Pinguicula leaves (these will root and grow new plants)
  • Reduced dew production on Sundews (recovers within days)
  • Minor soil spillage or shifted media
  • Plants in dormancy (reduced size, fewer traps, brown foliage)

Claim Windows & Reporting Issues

Dead on Arrival (DOA) Report within 48 hours of delivery. Contact us immediately with photos if your plant arrives dead or in critical condition. The 48-hour window begins when tracking shows "Delivered."

Wrong Item Received Report within 48 hours of delivery. If you received a different plant than what you ordered, contact us with photos of the plant and your order confirmation.

Shipping Damage Report within 48 hours of delivery. If your package arrived crushed, torn, or visibly damaged by the carrier, photograph the box and plant immediately before unpacking further.

Missing Items Report within 48 hours of delivery. If an item is missing from your order, contact us with your order number and a photo of everything you received.

Jewelry & Gems

Ready-made jewelry and gems may be returned within 14 days of delivery if unworn, unused, and in original packaging. Buyer pays return shipping. Contact us before returning.

Custom, made-to-order, or personalized pieces are final sale.

If a piece arrives damaged, contact us within 7 days of delivery with photos of the item and packaging. We will issue a refund or send a replacement at our discretion.

Photo Evidence Requirements

To process any claim, please provide clear photos showing:

  • The entire item: out of packaging, showing roots if bare-root
  • Close-up of the damage: focus on the specific problem area
  • The original packaging: box, wrapping, and any insulation
  • Shipping label: showing tracking number and delivery address

Photos must be taken the day of delivery. Claims without adequate photo evidence cannot be processed.

Resolutions We Offer

For valid claims, we offer the following at our discretion:

  • Replacement: same species, variety, or piece if available, or equivalent value
  • Store credit: full value of the affected item(s)
  • Refund: to original payment method (rare plants and limited pieces may be store credit only)

Original shipping costs are non-refundable unless the entire order was affected. Replacement shipping is covered by Canyon Exotics.

Weather & Temperature Disclaimer

Live plants are sensitive to extreme temperatures during transit. We ship from Arizona and monitor weather conditions carefully.

Heat Damage (Summer Shipping) During extreme heat (above 95°F at origin or destination), we may delay shipping or place a weather hold on your order. If you request shipment during extreme heat against our recommendation, the Live Arrival Guarantee is voided. We are not responsible for packages left in hot mailboxes or on porches.

Cold Damage (Winter Shipping) When temperatures drop below 40°F at your location, we may delay shipping or place a weather hold on your order. If you request shipment during extreme cold against our recommendation, the Live Arrival Guarantee is voided for cold damage.

Temperate plants (Venus flytraps, Sarracenia) tolerate cold better than tropicals (Pinguicula, Nepenthes, tropical Drosera).

Your Responsibility

  • Track your package and retrieve it promptly upon delivery
  • Arrange for someone to receive the package if you won't be available
  • Request a hold at your local post office during extreme weather

Non-Refundable Items

The following are not eligible for return, refund, or exchange:

  • Healthy plants: we do not accept returns on plants that arrived alive and healthy
  • Buyer's remorse: changed your mind, plant doesn't match expectations, etc.
  • Plants that died after delivery: due to improper care, environment, or neglect
  • Custom orders: special requests, bulk orders, or made-to-order items
  • Seeds: due to their perishable nature and germination variability
  • Sale or clearance items: sold as-is at reduced prices
  • Supplies and accessories: soil, pots, and other non-plant items (unless defective)
  • Gift cards: non-refundable and cannot be exchanged for cash

Buyer Misuse & Post-Delivery Care

Our Live Arrival Guarantee covers transit damage only. We cannot be responsible for plants that decline after delivery due to:

  • Using tap water, softened water, or mineral-rich water
  • Insufficient light or improper lighting conditions
  • Overwatering or underwatering
  • Using regular potting soil or fertilizer
  • Exposure to extreme temperatures in your care
  • Pest damage or disease contracted after arrival
  • Failure to acclimate tropical plants properly

Care instructions are included with every order. If you have questions about plant care, contact us. We're happy to help.

Order Cancellations

Before Shipping

  • Within 12 hours of purchase: full refund, no questions asked
  • After 12 hours but before shipping: full refund or store credit (your choice)
  • After order is packed or labeled: store credit only (10% restocking fee may apply)

After Shipping Once your order has shipped, it cannot be cancelled. Please carefully review your order before completing checkout.

Incorrect Shipping Addresses

It is your responsibility to provide a complete and accurate shipping address at checkout.

  • Double-check your address before submitting your order
  • Include apartment numbers, suite numbers, and any required delivery instructions
  • Ensure someone is available to receive the package

If a package is returned to us due to an incorrect address:

  • The Live Arrival Guarantee is voided
  • We will contact you to arrange re-shipment at your expense
  • If the plants are no longer viable, a replacement may be offered at a discounted rate

Lost or stolen packages: If tracking shows "Delivered" but you did not receive your package, please file a claim with USPS. We will assist with the claims process but cannot issue refunds for packages marked as delivered.

How to Contact Us

For all claims, questions, or concerns, please contact us through:

Please include your order number and photos with your initial message to speed up the resolution process. We respond to all inquiries within 24 to 48 hours.

Policy Updates

This policy may be updated periodically. The version in effect at the time of your purchase applies to your order. Continued use of our shop after policy changes constitutes acceptance of the updated terms.

Thank you for shopping with Canyon Exotics. We're passionate about carnivorous plants and are here to help you succeed.