We're here to help!Help - Pistils Nursery

Thank you for your interest in Pistils Nursery. Here are answers to a few common questions about placing orders on our web shop. If you still have questions, feel free to contact us!

Placing Your Order

What forms of payment do you accept?

We accept all major credit cards, including Visa, MasterCard, American Express, and Discover. In addition, we accept payment via Paypal and Amazon.

Is your website secure?

Yes! Our website is secure. In fact, your transaction on our website is secured through Shopify's industry standard PCI DSS Compliant encryption. Learn more here.

How are shipping fees calculated?

We're excited to introduce our new simplified shipping rates - Depending on the weight of your order, Standard Shipping costs a flat $5, $10 or $15. Plus, shipping is free on orders over $100! 

Standard Shipping is USPS Priority, UPS Ground or Fedex Ground depending on the items in your order. Shipments generally arrive within 2-4 days, depending on your location.

Free Shipping orders may take a few extra days to arrive. We recommend our Standard Shipping method if your order contains plants. Free shipping orders will be grouped into as few shipments as possible. In the case that an item is back-ordered, the order will be shipped once all items are available.

If you need your items more quickly, select a Priority Express 1-day, which varies in price based on your location. Some exclusions to our free and standard rates apply for large orders - please don't hesitate to contact us with questions.

Will my plant arrive healthy? Do you have a guarantee?

Yes, your plants will arrive healthy! We use special packing materials and shipping warmers when necessary to make sure orders containing live plants arrive at your door happy.  We time plant shipments for Mondays and Tuesdays, to make sure that plants don't linger in the post office over the weekend.

In fact, we guarantee that they'll arrive happy and healthy, or we'll replace them for you. More info on that, below!


Order Processing, Shipping and Status

When will I get my order?

As soon as you place your order, it enters our production and shipping queue, and our small team gets to work! The processing time before your order ships depends on several things: the type of order, whether your order contains live plants, and when you place it.

Here's what you can expect:

ORDER TYPE

PROCESSING TIME

SHIPPING TIME

Plant Lab collection 10-12 business days

 

Select your shipping speed during checkout.
  • Standard Shipping: 2-4 days
  • Free Shipping (on qualifying orders): 3-6 day
  • USPS Priority Express: 1-2 day
  • No Delivery - In-Store Pick-up by Customer
Air Plants collection 5-7 business days
Specimen Plants collection 5-7 business days
Home collection 5-7 business days
Apothecary collection 5-7 business days
Crystals and Gemstones collection 3-5 business days
Gift Certificates 3-5 business days

Please note: Orders shipping outside the continental U.S. can take a few extra days to arrive. Our web shop business days are M-F.

We strive to keep our inventory current, but item availability is not guaranteed. If an item has gone out of stock, you will be notified via email or telephone, and may opt to have the purchase refunded, or delay shipment until the item is back in stock.

How can I check the status of my order?

It's easy to check your order status. Simply find the order confirmation email, and click the yellow button to view your order status page. You can also check the status of your order at any time by logging into and viewing your account overview. If you don't yet have an account, you can easily create one. 

Can you expedite my order?

Though overnight shipping via USPS Priority Express is offered, expedited order processing is not always possible due to the small size of our staff.  If you have a specific deadline for receiving your purchase, please email shop@pistilsnursery.com or call 503-288-4889 (M-F from 10-5) to talk about expediting your order for a fee. We will do our best to accommodate your request!

Do you ship internationally?

We'll happily ship internationally to most countries around the globe. Certain products may be ineligible for international shipping due to customs restrictions. Please contact shop@pistilsnursery.com before placing an international order.

Please note that all items containing live plants cannot be shipped abroad due to customs rules; if you live outside the US and order an item in this collection, we will refund your purchase.

Some countries require customs and import taxes be paid before delivery can be made. Buyers are responsible for any customs and import taxes that may apply; Pistils is not responsible for delays due to customs.


Gifts and Gift Certificates

Can you send my order as a gift?

Yes! Just let us know about your gift in the "special instructions" box on the cart page. Feel free to include a gift message, and we're happy to write that out for you and include it with your order. All gifts will be wrapped in tissue, and prices will be excluded from the order packing slip.

Do you sell gift certificates?

Yes! We sell gift certificates for our brick-and-mortar shops in Portland, Oregon, and you can purchase them here. Please note that our gift certificates can only be used as payment at one of our physical locations, and cannot be redeemed on the web shop.


Return, Exchange and Cancellation Policies

What is your return policy? Can I make an exchange?

We hope you love your purchase from Pistils Nursery. However, we accept returns for refund or exchange within 14 days of purchase provided that items are returned back to Pistils in their original, unused condition. If you'd like to make a return, please contact us via email at support@pistilsnursery.com and we will reply with further instructions.

We do not accept returns on items containing live plants, except in the case that they are determined to be damaged or defective upon arrival.

Please note: We cannot refund shipping fees, and the customer is responsible for return shipping fees. We recommend mailing your return with tracking and insuring the package. Pistils is not responsible if the returned package is lost or the item is damaged in the mail. 

If you believe your item to be damaged or defective upon arrival, we’ll happily exchange it for you or issue you a refund. Please examine your order for discrepancies upon arrival and send photos of the item within 7 days by email to support@pistilsnursery.com and we will reply with further instructions.

Please do not ship any packages back to Pistils without prior authorization.

Can I cancel my order?

If you'd like to cancel your order, please email support@pistilsnursery.com with "ORDER CANCELLATION REQUEST" in the subject line for a full refund of merchandise and S/H.

Cancellation requests are only valid on orders before order processing. If your order has already been processed (and you have received shipping confirmation), you may opt to return it, if eligible (see above).

I registered for a workshop but I can’t make it anymore - can I reschedule?

Workshop reservations are non-refundable. However, we're happy to reschedule your reservation to another date, if necessary. Please notify us within 48 hours of your ticketed workshop date if you need to make a change; due to limited space, less than 48 hours notice may result in the forfeit of workshop reservation. Rescheduling is limited to one time per ticketed customer. Ticket value may only be applied only to workshops and may not be used for store credit. Please contact workshops@pistilsnursery.com for assistance.


Living and Hand-Made Products

Will I get the exact item shown in the product photo?

No - you’ll get your own, unique item! We have a small team of artists that create our Plant Lab line. The process in which these works are made is one of great intention and care. We aim to source our materials from local artisans and keep nature as the focus of every piece. We take great pride in each piece being different from another. As a result, variation in size, shape and color does occur . The product images are intended as examples of the final product and demonstrate the variety in shape, size and color of the materials that we use.

All products are sold separately - group images are intended to show the relative sizes, colors and species of options available.

Many of our other products are hand-made, and all our specimen plants are one of a kind. We believe that the natural variation that comes with this territory is what makes these items special and unique.

Anything special to know about receiving my order that contains a live plant?

Our Plant Lab pieces, as well as our air plants and specimen plants, require immediate care upon receiving. Please make sure that someone is at home to receive your item when you get the notification that your item is out for delivery. Your plants will be tired from their journey and need to be exposed to light and watered thoroughly upon arrival. Please refer to the care instructions included with your piece and to our care blog for specific guidelines. In order to ensure that your piece adjusts to your environment, place it in an appropriate location and refrain from relocating for at least two weeks. Don't be alarmed by a small amount of leaf loss.