Frequently asked questions
Can't find your answer? Send us a note — a real plant person reads every message.
We ship live plants Monday through Wednesday. Standard Shipping ($8.95) usually arrives 3–6 business days after your order ships, and Express Shipping ($18.50) arrives in 1–2 business days. Orders placed after 2:00 PM Pacific on Wednesday ship the following Monday.
Yes. Orders with a merchandise subtotal of $75 or more (before tax and after discounts) qualify for free Standard Shipping. Express Shipping is always charged at its regular rate.
We ship to all 48 contiguous states. We can't currently ship live plants to Alaska, Hawaii, US territories, or PO boxes. If a plant or soil product is restricted in your state, we'll flag it at checkout.
If the forecast for your address drops below 34°F or rises above 95°F during your delivery window, we'll hold your live-plant order and email you a new ship date. You can also ask us to hold your order longer if you're traveling.
Each plant listing includes a pet-safety label based on ASPCA toxicity information, marked as Pet-Safe, Mildly Toxic, or Toxic. If you're unsure, email care@pollinery.com and we'll help you choose something safe for your cat or dog. No plant should be treated as a snack, even the safe ones.
Most plants do best if you let them settle for 2–4 weeks before repotting. Repot when roots are circling the drainage holes or the plant dries out within a couple of days, and choose a pot only 1–2 inches wider than the current one. Spring and early summer are the ideal times.
If a plant arrives damaged or fails within 30 days of delivery despite reasonable care, email care@pollinery.com with your order number and 2–3 photos. We reply within 2 business days and will send a replacement or issue a refund. Please report transit damage within 3 days of delivery.
Yes. Unused items in their original packaging can be returned within 30 days of delivery. We include a prepaid label for orders over $40, and refunds go to your original payment method within 5 business days of receiving the return.
Absolutely. At checkout, add a gift message of up to 250 characters and we'll handwrite it on a card tucked into the box. We leave out the packing slip and prices on gift orders.
You can change or cancel an order until it's packed, which is usually the morning it ships. Email care@pollinery.com as soon as possible with your order number, and we'll do our best to make the change. Once a box has shipped, we can't intercept it, but our guarantee still applies.
Yes. Choose Pickup at the Portland greenhouse at checkout for free pickup at 2418 SE Alder Grove Lane. We'll email you when your order is packed, usually within 1 business day, and it will be held for 7 days.
We don't use synthetic systemic pesticides on plants we grow or sell. We manage pests through quarantine, regular inspection, beneficial insects, and gentle treatments like insecticidal soap. Plants arriving from other growers are isolated before they join our stock.
Our current code is GROWFALL15, which takes 15% off orders with a merchandise subtotal of $60 or more. Only one promo code can be used per order, and codes can't be combined.
Yes, we work with local cafes, offices, and event planners on bulk orders. Choose Wholesale & Events on our contact form or email hello@pollinery.com with your timeline and quantities, and Hannah will get back to you within 2 business days.