Live Arrival Guarantee

At Life & Lair, every plant is prepared, packaged, and fulfilled with care and experience to give it the best possible chance of arriving healthy — whether shipped, hand-delivered, or picked up in person.

Every order is covered by our Live Arrival Guarantee, provided the conditions below are met.

By placing an order with Life & Lair, you acknowledge and accept these terms.

✅ What’s Covered

We guarantee live arrival on the first delivery attempt for:

  • All live plants fulfilled by Life & Lair (shipped, delivered, or picked up locally).
  • Orders within the continental United States (excluding restricted states).

If your plant arrives clearly dead or damaged beyond recovery, we will offer a replacement, refund, or store credit at our discretion, provided the steps under What to Do if There’s an Issue are followed.

🚫 What’s Not Covered

The guarantee cannot be honored if any of the following apply:

Missed or unattended deliveries
→ For shipped and local-delivery orders, someone must be available to receive the plant on the first delivery attempt. If a package or bag is left unattended — such as outside, in a mailbox, vehicle, or porch — for more than 1–2 hours, especially in temperatures above 80°F or below 45°F, the guarantee is void. Delays or damage caused by missed delivery attempts are not covered.

Missed pickups
→ For local pickup orders, plants must be collected within the scheduled 30-minute window. Missed pickups or late retrievals are not covered.

Incorrect or incomplete address
→ We are not responsible for delays, loss, or damage caused by address errors at checkout.

Package rerouted, forwarded, or held by a third party
→ Any redirection or third-party holding service voids the guarantee.

No communication within 24 hours
→ You must contact us within 24 hours of delivery, pickup, or receipt to report any issues. Clear photos of the plant and packaging are required.

Extreme weather conditions or restricted destinations
→ We may delay fulfillment during unsafe temperature windows or to restricted states.

📷 What to Do if There’s an Issue

  1. Take clear, well-lit photos of the plant and packaging immediately upon receipt.
  2. Email us within 24 hours of your delivery, pickup, or UPS delivery time.
  3. Include your order number and a short description of the problem.

If you do not contact us within 24 hours or fail to provide clear evidence, the guarantee cannot be honored.

📦 How We Protect Your Plants

Every order is handled with care and weather-appropriate methods:

  • Shipped orders:
    • Sent Mondays only to prevent weekend delays.
    • Shipped via UPS 2-Day Air or Express as requested.
    • Protected with padding and seasonal protection as needed. 
    • Route and temperature monitoring to avoid unsafe transit conditions.
  • Delivered orders: Scheduled for safe transport and short travel times.
     → Please ensure there’s a safe, shaded area available if you can’t meet the driver directly. Direct sun, asphalt, or exposed entryways can quickly overheat a plant and void the Live Arrival Guarantee.
  • Pickup orders: Held in a controlled environment until the scheduled pickup window.

If extreme temperatures are forecast, fulfillment may be delayed — a late plant is always better than a lost one.

🪴 Terms of Agreement

Placing an order with Life & Lair means you agree to this Live Arrival Guarantee and the policies described above. These terms are always available on our website and referenced at checkout.

We reserve the right to deny refunds or replacements if procedures are not followed.

💌 Questions?

We’re happy to clarify any part of this policy before or after you order.
📧 Email Us