Shipping policy

Shipping and Transit: Orders are shipped to the delivery address provided at checkout. Once an order has been transferred to the carrier, responsibility for transit is transferred to the carrier. Tracking information is available upon request.

PlantBox is not responsible for delivery delays, missed delivery attempts, or delivery issues resulting from an incorrect or incomplete address provided by the customer. All shipments are carefully packaged and, when applicable, shipped with insurance.

If a parcel is returned to PlantBox by the carrier due to an incorrect or incomplete address, unsuccessful delivery attempts, failure to collect the parcel, refusal of delivery, or any other circumstance outside PlantBox’s control, the customer may request reshipment. All additional shipping and handling costs associated with reshipping the order are the responsibility of the customer and must be paid before the order is shipped again.

Customers are responsible for cooperating with the carrier and insurance provider during any claims process. PlantBox has no control over the insurance investigation timeline or the outcome of any claim. Once an order is marked as delivered by the carrier, PlantBox is not responsible for subsequent loss or theft.

Any shipping-related issue, including damage during transit, must be reported to PlantBox via email within 72 hours of delivery. The report must include clear photographs of the outer packaging, inner packaging, and item received. Claims reported outside this timeframe may not be eligible for review.

In the event of shipping-related damage, loss, theft, or carrier delays, PlantBox’s sole responsibility is limited to assisting with and submitting an applicable insurance claim on behalf of the customer, contingent upon the customer providing all requested information and supporting documentation in a timely manner.

Shipping and delivery timelines are estimates only and are not guaranteed. By placing an order, customers acknowledge and agree to this Shipping and Transit Policy, including the limitations of PlantBox’s responsibility regarding third-party carriers, insurance coverage, returned parcels, and reshipment costs.

Pickup: You will have 14 calendar days to pick up your piece after receiving your pickup notification email. As a small studio, we unfortunately do not have the capacity to store completed frames long-term. If your piece is not collected within this timeframe, long-term storage fees will apply, and we cannot be held responsible for any damages that may occur while the piece is stored.