You can always contact us for any order questions or concerns at sales@drbillsorchids.com.

Damages and issues

Dr. Bill's Orchids is not responsible for any damage incurred during the shipping process, including any shipping delays with the carrier. By the time the plant is sold and the buyer receives the plant, the flowers can be spent - they are not guaranteed. Also note that although plants are carefully packed, spikes, buds, blooms, or flowers are not guaranteed through the shipping process. Once the package is delivered to the UPS or any other shipping service, we have no control over its handling. The buyer assumes all responsibility for any import regulations that their state's Department of Agriculture may have. The seller is not responsible if the product is seized or destroyed by regulatory authorities. 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged (or questionable damage), or if you receive the wrong item, so that we can evaluate the issue. If there is any problem with the plant(s) upon arrival, we require to be notified and provided with pictures of the damage within 24 hours of arrival. Anything beyond this time, we cannot guarantee any compensation for the damage (replacement, refund, etc). 

UPS does not guarantee damage for perishables due to delays - only for lost boxes or those that have been mangled.

Damage such as leaf breaks, stem breaks, some leaf wrinkling, or root loss on plants noted to be preorder imports will have extremely limited coverage under this "Damages" policy as all of these are risks of purchasing an recently imported plant and buyer acknowledges and accepts this risk.

Refunds

Refunds (either partial or in full) are addressed on a case-by-case basis per the "Damages and Issues" section above. If approved,  you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund - standard is 3-5 business days. If you have been notified that a refund has been issued, and it has not cleared by 5 business days, please contact sales@drbillsorchids.com so the matter can be investigated. If you have closed the credit card that was originally used to make the purchase, the refund cannot and will not be issued to a different card.