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.

📋 GMC Compliance - Summary of Charges:

  • Restocking Fee: $0.00 (We do not charge any restocking fees).
  • Return Shipping: As we do not accept physical returns for live plants, customers do not incur any return shipping costs.

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