Shipping, Replacements & Returns Policy

At Marlin Arbor, it is our mission to provide the very best in product and service. Below you will find detailed information on our policies related to shipping, replacements, and returns.

Please Note: This policy only applies to orders placed directly through marlinarbor.com. Custom and commercial orders are subject to different terms.

Quick Navigation

• 1. Damaged Goods

• 2. Change of Address

• 3. Lost Parcels

• 4. Returns & Exchanges of Live Plants

• 5. Returns & Exchanges of Non-Perishable Items

• 6. Cancellations

• 7. Marlin Arbor Pro & Custom Orders

• 8. Plant Aesthetic & Rare Plants Terms

1. Damaged Goods

Despite our best efforts to carefully protect plants and package your order, they are placed in the temporary care of logistics services to ensure delivery. On occasion, packages are mishandled or exposed to extreme weather conditions, which can lead to broken ceramics or plants arriving in poor condition.

If this happens to you, please follow these steps:

• Submit Proof: Send photographic evidence of the damage through our [Contact Form] within 3 days of delivery.

• Component Specific: Only the specific component of your order that arrived damaged will be replaced (e.g., just the plant, the pot, or the stand).

• Do Not Dispose: If a product is disposed of before a resolution is confirmed by our team, any option for a replacement or compensation will be nullified.

2. Change of Address

Marlin Arbor covers delivery guarantees only for orders with addresses entered correctly at checkout and as confirmed on your receipt.

• Before Shipping: If your order has not yet departed our facility, you can update your shipping address by emailing us immediately.

  Email: marlinarbor@gmail.com

  Subject Line: Urgent: Change of Shipping Address

• After Shipping: Once an order has departed from our facility, the shipping address cannot be changed. Orders sent to incorrectly entered addresses are not eligible for replacements, refunds, or re-shipments.

• Redirection: On a case-by-case basis, our team can attempt to assist in redirecting your package, but any associated courier fees will be the sole responsibility of the customer.

3. Lost Parcels

If your tracking information shows your order as delivered but you have not received it, please try the following steps:

1. Check side doors, porches, garage areas, and nearby bushes (couriers often tuck parcels away for safety).

2. Check with neighbors, building concierges, or nearby front desk staff.

If your order has still not appeared after 7 days of the indicated delivery date, please submit a claim via our [Lost Parcel Form]. We will gladly process a replacement for you. Please note that refunds are not applicable on lost orders; replacements only.

4. Returns & Exchanges of Live Plants

Due to the perishable nature of living plants and their susceptibility to variable conditions, standard online orders for live plants cannot be returned or exchanged. However, we are proud to offer a two-tiered guarantee that lasts up to 12 months and includes a lifetime plant doctor service. Check out [Our Guarantee Page] to learn more.

Local White-Glove Delivery Exceptions

If your order was placed using our local white-glove delivery service, different rules apply:

• Window: Returns or exchanges must be initiated within 7 days of delivery.

• Exchanges: Will incur a brand-new delivery fee.

• Returns: Original delivery fees are non-refundable, and a 20% restocking fee will be deducted from your total refund.

• Processing Time: Upon safe return and inspection, please allow approximately 30 business days for your refund to process.

5. Returns & Exchanges of Non-Perishable Items

Returns and exchanges of non-perishable items (such as ceramics and accessories) are accepted if initiated within 5 days of the item's delivery.

Return Requirements:

• You must submit a return request via our [Return Request Form].

• You must ship the item back using your preferred courier and provide our team with the tracking number. Shipping costs for returns and exchanges apply.

• The product must be securely packaged, returned in its original packaging, and arrive undamaged. Returns not in original packaging will be rejected.

Fees & Limitations:

Order Type	Restocking Fee	Shipping Policy
Standard Retail	20% fee deducted from refund	Original shipping fees are non-refundable
Marlin Arbor Pro	50% fee deducted from refund	Original shipping fees are non-refundable
Gift Cards	Not Accepted	Physical and digital gift cards are final sale

Please allow approximately 30 business days for return processing once received at our warehouse.

6. Cancellations

Standard Orders

Due to the customized and perishable nature of our products, cancellations with a full refund are only accepted within 24 hours of your order date, provided your order has not already left our facility.

Local White-Glove Delivery Orders

• Cancellation: May be canceled up to 72 hours before the selected delivery date, subject to a 20% restocking fee.

• Rescheduling: Can be adjusted up to 24 hours prior to delivery at no cost.

• Same-Day Rescheduling: If you request a reschedule on your delivery day while the order is already en route, it will incur a 20% restocking fee plus a new delivery fee.

7. Marlin Arbor Pro & Custom Orders

All orders placed via Marlin Arbor Pro are deemed custom orders. When you place a custom order, your item will be either specially crafted at our facility or sourced directly from our dedicated growers.

• Processing Time: Due to the customized nature of these products, processing times vary and are indicated on the specific product page.

• Fulfillment Locations: Custom orders may involve items being shipped from multiple locations to ensure your order reaches you by or before the selected date.

• Cancellation Policy: Marlin Arbor Pro items may be canceled for a full refund within 24 hours of your order. After this window, cancellations will be accepted only if the order has not left our facility, and will incur a 50% restocking fee to cover the costs of manufacturing or sourcing the item specifically for you.

• Returns & Exchanges: Because each order is custom-made at the time of purchase, we do not accept any returns or exchanges on Marlin Arbor Pro orders.

8. Plant Aesthetic & Rare Plants Terms

Plant Aesthetic Disclaimer

All Marlin Arbor plants are 100% alive, grown naturally, and can vary in height and shape by ±10%. Each plant is hand-selected for health and beauty, and will look as close as possible to the plant depicted online. If you are looking for a specific height or shape, please contact us at marlinarbor@gmail.com before ordering and we will do our best to accommodate you.

Terms of Sale for Rare Plants

We are delighted to offer a curated selection of rare and unique plants for true collectors. The following strict terms apply specifically to our Collector's Edition / Rare Plant collection:

• Final Sale: Due to their unique nature, rare plants are excluded from all discounts, cannot be replaced or exchanged, and all sales are final.

• Condition Upon Delivery: Please inspect your rare plant immediately upon receipt. You must notify us at marlinarbor@gmail.com within 24 hours of delivery if there are any issues, accompanied by clear photographic evidence.

• No Warranty: As these are living, highly specialized plants, we cannot provide a warranty on their lifespan or growth. Proper care and environments are essential, and we strongly recommend following the detailed care instructions provided.

• Shipping Responsibility: Our rare plants are shipped with the utmost care. While we cannot be held responsible for carrier delays or transit damage, we will do our best to help facilitate a solution with the carrier. Replacements or refunds are not guaranteed.