Live Arrival Guarantee

🌿 Live Arrival Guarantee

At Life and Lair, every plant is shipped with care, experience, and packaging designed to give it the best possible chance of arriving healthy. Each order is covered by our Live Arrival Guarantee — but only if the conditions below are met.

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

✅ What’s Covered

We guarantee live arrival on the first delivery attempt for:

  • All live plants
  • Orders shipped within the continental United States (excluding restricted states)

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

🚫 What’s Not Covered

We cannot honor this guarantee if any of the following apply:

  • Package left unattended
    → If the box is left outside, in a mailbox, vehicle, or porch for extended time — especially more than 1–2 hours in direct sun or temperatures above 80°F or below 45°F — the guarantee is void.
  • First delivery attempt failed
    → Someone must be available to receive the package on the first delivery attempt. Missed deliveries or delays caused by the recipient are not covered.
  • Incorrect or incomplete shipping address
    → We are not responsible for orders delayed or lost due to incorrect address details provided at checkout.
  • Package rerouted, forwarded, or held by a third party
    → Any redirection or holding service voids the guarantee.
  • No communication within 24 hours of delivery
    → You must contact us within 24 hours of the delivery time shown on UPS tracking. Clear photos of the box, packaging, and plant are required.
  • Extreme weather conditions or restricted destinations
    → We will not ship during unsafe temperature windows or to restricted states. (Currently: Alaska, Arizona, California, Hawaii, Louisiana, Mississippi, Texas.)

📷 What to Do if There’s an Issue

  1. Take clear, well-lit photos of the plant and packaging immediately upon delivery.
  2. Email shannon@lifeandlair.com within 24 hours of the recorded 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 Shipment

Your plants are prepared and packaged using methods tailored to both season and destination:

  • Shipped Mondays only to prevent weekend delays
  • UPS 2-Day Air as standard, with UPS Express upgrade available
  • Insulated packaging and secure wrapping to minimize stress
  • Heat or cold protection (when required) based on weather along the route
  • Route and temperature monitoring to avoid unsafe transit conditions

If extreme temperatures are forecast, your shipment may be delayed. A late plant is better than a lost one.

🪴 Terms of Agreement

Placing an order with Life and Lair means you agree to this Live Arrival Guarantee and the policies described above. These terms are always available on our website and are 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.
📧 shannon@lifeandlair.com