Urgent Help Center
Can I Cancel My Order?
Once an order is placed, it cannot be modified. Cancellations are handled on a case-by-case basis, and while we do our best to assist, our streamlined processing ensures orders are prepared and shipped quickly, limiting our ability to make adjustments. Due to this we are rarely able to cancel an order.
If you need assistance, please contact us at support@thegildedmonstera.com as soon as possible, and we’ll do our best to help.
Can I Change The Address?
To ensure the best service for your order, please double-check your shipping address before completing your purchase. If you notice an error, changes must be requested within 1 hour of placing your order.
Please note, we are closed on weekends, so changes submitted during that time may not be processed before your order is prepared. Our process is designed for efficiency, and once your order is sent to our warehouse, it moves quickly through packing and shipping. Unfortunately, changes cannot be made once the package is packed and handed off to our shipping partners. Similarly, changes are not possible within the shipping partner’s system after the package has been dispatched.
Thank you for your understanding as we strive to deliver your plants in the freshest and most timely manner!
Can I Change My Order?
Once an order is placed, it cannot be modified due to our streamlined processing system, which ensures that orders are prepared and shipped quickly. This helps us maintain the highest level of efficiency and quality in delivering your plants.
If you need assistance with your order, please contact us at support@thegildedmonstera.com as soon as possible, and we’ll do our best to help within the limits of our processing timelines.
When Will I Receive A Response To My Email?
As a small business, we pride ourselves on providing personalized care to every member of the Gilded family. However, this dedication sometimes results in delays in responding to emails, especially during busy periods. Rest assured, we address each email as quickly as possible, with priority given to urgent matters.
We appreciate your patience and understanding as we work diligently to assist each customer with the care and attention they deserve. Thank you for being part of our community!
Frequently Asked Questions
How Do We Ship Our Plants?
Our greenhouse has spent the last 8 years shipping plants for millions of e-commerce orders. Over the years, developing unique packaging that enables the shipment of plants ranging from two inches to five feet. We are so confident in our shipping capabilities that we guarantee a healthy plant delivery on every order.
Where Do We Ship From?
We ship our plants out of two greenhouse distribution facilities in Southern California and Central Florida. Surrounded by all the prominent plant growers in the US, our greenhouses are strategically based to ensure the plants are in transit for the shortest amount of time.
What Do I Do If My Plant Is Dead or Damaged In Shipping?
We stand by our Gilded Guarantee. If your plant arrives dead or damaged, don’t worry—we’re here to make things right. Simply reach out to us at support@thegildedmonstera.com as soon as you receive your order, and we’ll ensure you’re taken care of with the utmost care and attention.
Quality and customer care are the top two priorities in our business. We are committed to providing exceptional service and ensuring your plants bring joy and beauty to your space.
What Are Our Estimated Shipping Times?
Your order will be packed and shipped out within 1-4 business days. Shipping lead times varies nationwide but with our bi-coastal greenhouse distribution centers we aim to keep shipping transit times between 2-4 business days. Please remember all shipping times are estimated and can not account for unforeseen delays once your plants are in transit.
Where Are Our Plants Grown?
100% our plants are grown in the US, specifically in Southern California or Central Florida.
How Are Shipping Costs Calculated?
All shipping costs are based on the weight of the shipment, due to this shipping costs can vary based on your order.
What Is A Winter Shipping Fee?
If temperatures reach below 45 degrees a winter shipping fee may be added to your order to account for extra packing materials needed to keep your plant cozy and warm.
Where Do We Ship To?
At this time, do to the nature of what we offer we are only able to ship to the continental United States. We are so sorry for any inconvenience this may cause.
The Gilded Guarantee: 30-Day Replacement Policy
At The Gilded Monstera, we take pride in delivering the healthiest, most beautiful plants to your door. We stand behind the quality of our plants with The Gilded Guarantee – a 30-day replacement policy for damaged plants. Here’s how it works:
What The Gilded Guarantee Covers
If your plant arrives damaged or significantly compromised due to shipping, we’ll replace it for you free of charge. Your satisfaction is our priority, and we want you to enjoy your new greenery with peace of mind.
Our Inspection Process
Every plant is thoroughly inspected and carefully packaged before being shipped to ensure it leaves our nursery in pristine condition. We select only the healthiest plants and use packaging that protects your order during transit.
Understanding Plant Stress
Plants can experience stress during shipping – much like we do after a long journey through the airport! It’s normal for your plant to show mild signs of stress, such as drooping leaves or minor soil displacement. Give your new plant a few days to adjust to its new environment. Most plants bounce back quickly once they settle in!
What Is Covered
Significant damage to leaves, stems, or roots caused during transit
Severe health issues such as root rot or pest infestations upon arrival
Missing items from your order
What Is Not Covered
Address Errors: We cannot replace plants if they are lost or damaged due to incorrect or incomplete shipping addresses provided at checkout.
Normal Plant Stress: Mild drooping, slight soil displacement, or minor cosmetic imperfections are normal and expected during shipping.
Minor Blemishes: Minor blemishes that occur during shipping will not be covered.
Neglect or Improper Care: Once the plant arrives safely, its health depends on proper care. Please follow the included care instructions to keep your plant thriving. Once your plant is in your care, its health depends on factors beyond our control, such as proper watering, lighting, and environmental conditions. Unfortunately, we cannot offer refunds or replacements for plants that do not thrive after delivery. We understand that plant care can be challenging, and we’re always here to provide guidance and support to help your greenery flourish.
Courier Delays: We do not cover delays caused by couriers. Should your shipment be lost, please contact us immediately at support@thegildedmonstera.com with your order number so we can look into your shipment more thoroughly and assist as best as possible.
How to Request a Replacement
If your plant arrives in poor condition, here’s what to do:
Document the Issue: Take clear photos of the damaged plant and packaging within 24 hours of receiving your order. These images are required to submit a claim.
Contact Us: Email our support team at support@thegildedmonstera.com with your photos, order number, and a brief description of the issue.
Replacement Processing: Once we review your request and confirm eligibility, we’ll ship out a replacement plant at no additional cost to you. Please note that replacement orders can take 2-3 days to process and will not be expedited.
Important Replacement Policy Notes
Claims will be handled on a case-by-case basis.
Only one replacement will be sent per order.
Our Commitment to You
We want your experience with The Gilded Monstera to be exceptional. With The Gilded Guarantee, you can rest assured that we’re here to make things right if something goes wrong during shipping. Our plants are grown with care and sent with love – because a touch of greenery should always be a joyful addition to your home.
Thank you for trusting The Gilded Monstera to bring luxury and life into your space. Happy planting!