How an order reaches you and how to send it back, on one page. Prices are in US dollars.
Shipping
Processing
Orders ship from a US warehouse within 1 to 3 business days of being placed. Business days are Monday to Friday, excluding public holidays. The daily cut-off is 5:00 PM Eastern Time; orders placed after it, or on a weekend or a public holiday, start processing on the next business day. You get an email when the order leaves us.
Delivery estimates and cost
| What you order | Destination | Estimated delivery after it ships | Cost |
|---|---|---|---|
| Every tree and plant, at any height | Contiguous United States | 5 to 7 business days | $6.99 flat rate per order |
Standard shipping is the only method we offer, the $6.99 is charged once per order however many parcels it takes, and there is no order value that removes it. Estimates start the day an order ships, not the day it is placed, and carriers run slower around public holidays and in severe weather.
Where we ship
The contiguous United States only. We do not ship to Alaska, Hawaii, PO boxes or APO/FPO addresses, to international addresses or to freight forwarders, so there are no duties or import taxes on an order from this store. Any sales tax that applies is shown at checkout before you pay.
Tracking
A tracking link is emailed to you when the order ships. If it has not arrived, check your spam folder first, then email info@olmecz.com with your order number.
Address changes and cancellations
You can cancel an order within 48 hours of placing it. Email info@olmecz.com with your order number as soon as you can, and we can also change an address while the order has not shipped. Requests that arrive after 5:00 PM Eastern Time are handled on the next business day.
Lost or delayed packages
If the tracking has not moved or the parcel has not arrived, email info@olmecz.com with your order number. We open a case with the carrier and stay with it until it is resolved.
Wrong or incomplete addresses
Please check your address before you pay. We ship to the address entered at checkout. If a parcel comes back to us because the address was wrong or incomplete, we contact you at the email on the order to agree what happens next.
Returns and exchanges
Return window
Return a tree or plant within 30 days of the delivery date. Returns within that window are free.
Condition
The item must come back intact: undamaged and with all of its parts. You repack the box yourself.
What can be returned
Every tree and plant in the store can be returned within the window if it meets the condition above. Gift cards, where offered, cannot be returned.
Return shipping
Return shipping is free within the 30-day window. Faulty or damaged items are returned free as well.
Refunds
Refunds go back to the original payment method once the return has reached us and passed inspection. Your bank or card issuer may take a few more days to show the money.
On a change of mind we refund what you paid for the returned items; the $6.99 shipping charged on the original order stays with it. If the item was faulty, damaged or not what you ordered, we refund the full amount you paid, shipping included.
Exchanges
If the item is faulty, damaged or not what you ordered, tell us which you want and we exchange it or refund it at no cost to you. For a different height or a change of mind, return the item under the terms above and place a new order for the one you want.
Damaged, faulty or wrong items
Email info@olmecz.com with your order number and tell us what is wrong. We reply with return instructions, the return is free, and we exchange the item or refund it.
Canceled orders
An order canceled within 48 hours of being placed is refunded in full, shipping included, to the original payment method.
How to start a return
- Email info@olmecz.com within 30 days of delivery with your order number and the item you want to return.
- We reply with return instructions and the US return address. Please do not send anything back before you have them, or we may not be able to identify your parcel.
- Repack the item in its box yourself, with all of its parts, and send it to the address we give you.
- We check the return when it arrives and refund your original payment method.
Questions about a return: info@olmecz.com, Monday to Friday, 9:00 AM to 5:00 PM Eastern Time. Registered office (UK) phone: +44 7480 275681.