RETURNS & REFUNDS POLICY
Last Updated: September 7, 2026
Mary Mae Greenhouses is a trade name of Mary Mae LLC, based in Erie, Pennsylvania.
We want you to be happy with your purchase. Because we sell both living, perishable plants and non-living merchandise, return and refund eligibility varies depending on the type of product purchased.
This Returns & Refunds Policy applies to purchases made through Mary Mae Greenhouses and should be read together with our Terms of Service, Shipping Policy, and Live Plant Guarantee.
1. LIVE PLANTS
All live plant sales are final.
Due to the living and perishable nature of plants, we do not accept returns or exchanges of live plants after they have been shipped or delivered.
If your plant arrives dead or significantly damaged, it may be eligible for a refund, replacement, or store credit under our Live Plant Guarantee.
Please do not ship a live plant back to Mary Mae Greenhouses unless we specifically instruct you to do so.
2. LIVE PLANTS THAT ARRIVE DAMAGED
We carefully inspect and package plants before shipment, but shipping living products involves some unavoidable risk.
If your plant arrives dead or significantly damaged, contact us within 48 hours of confirmed delivery.
Please provide:
• Your order number
• Clear photographs of the entire plant
• Clear photographs showing the affected or damaged areas
• A photograph of the nursery pot and soil
• Photographs of the internal packaging
• Photographs of the shipping box, particularly if it shows damage
Please retain the plant and all packaging until your claim has been resolved.
Eligible claims will be handled according to our Live Plant Guarantee.
3. NORMAL SHIPPING STRESS
Plants may experience temporary stress during transportation.
The following conditions, when minor, generally do not qualify a plant as damaged or defective:
• Temporary wilting
• Minor drooping
• Minor soil displacement
• One or a small number of damaged leaves
• Small tears, blemishes, or cosmetic imperfections
• Minor leaf loss
• Bent leaves or stems that remain viable
• Temporary discoloration associated with shipping
• Natural imperfections
• Normal differences from product photographs
Plants are living products and their appearance naturally varies.
Minor cosmetic damage that does not materially affect the overall health or viability of the plant generally does not qualify for a refund or replacement.
4. NATURAL PLANT VARIATION
Unless a product listing specifically states that you are purchasing the exact plant pictured, photographs represent the general variety and quality of plant offered.
Individual plants may naturally vary in:
• Height
• Width
• Leaf count
• Leaf shape
• Coloration
• Variegation
• Growth habit
• Branching
• Maturity
• Bloom status
• Other natural characteristics
These differences are not considered defects and do not qualify for a return, refund, replacement, or credit.
5. PLANT SIZE
Plant sizes and measurements displayed on our website are approximate unless expressly stated otherwise.
Plants may be measured or described by nursery pot diameter, approximate overall height, approximate foliage size, or another measurement stated in the listing.
Normal variation in plant size does not qualify for a refund or replacement.
If you believe you received a materially different product or size from what you ordered, contact us within 48 hours of delivery.
6. PLANT HEALTH AFTER DELIVERY
Our Live Plant Guarantee applies to the condition of an eligible plant upon arrival and during the claim period specified in that policy.
Mary Mae Greenhouses cannot guarantee the continued health or survival of plants after the applicable guarantee period because plant health is affected by environmental and care factors outside our control.
These may include:
• Watering
• Light
• Temperature
• Humidity
• Soil
• Fertilization
• Repotting
• Pest exposure
• Drafts
• Environmental changes
• Household conditions
• Customer care
Plant loss or decline occurring after the applicable guarantee period generally does not qualify for a refund or replacement.
7. REPOTTED OR ALTERED PLANTS
We strongly recommend allowing newly delivered plants time to acclimate before making significant changes to their growing environment.
Except where the issue was clearly present upon delivery and properly documented, Live Plant Guarantee coverage may not apply after a customer:
• Repots the plant
• Removes substantial portions of the root system
• Divides the plant
• Propagates or cuts the plant
• Applies pesticides or other treatments
• Significantly alters the plant
• Discards the original nursery pot or relevant packaging before documenting a claim
If you believe something is wrong with a newly delivered plant, photograph it and contact us before repotting or treating it whenever reasonably possible.
8. PESTS
We inspect plants before shipment and take reasonable measures to maintain healthy inventory.
Because plants are living agricultural products, however, we cannot guarantee that every plant will be completely free of every insect, egg, spore, microorganism, or other naturally occurring organism.
If you observe what appears to be a significant active pest infestation immediately after delivery, isolate the plant and contact us within 48 hours with clear photographs or video.
We will review the circumstances and determine whether the issue qualifies under our Live Plant Guarantee.
9. NON-LIVING MERCHANDISE
Eligible non-living merchandise may be returned within 30 days of confirmed delivery.
To qualify for a return, the item must generally be:
• Unused
• Unworn, if applicable
• Undamaged
• In resalable condition
• In its original packaging when reasonably applicable
• Accompanied by proof of purchase
Please contact Mary Mae Greenhouses before returning merchandise so we can provide return instructions.
Items returned without authorization may experience processing delays or may not qualify for a refund.
10. RETURN SHIPPING FOR NON-LIVING MERCHANDISE
If you are returning an eligible non-living item because you changed your mind, ordered the wrong item, or no longer want the product, you are generally responsible for return shipping costs.
Original shipping charges are generally non-refundable.
If Mary Mae Greenhouses shipped an incorrect item or the merchandise arrived materially defective or damaged, we will determine an appropriate remedy and, when applicable, cover reasonable return or replacement shipping costs.
11. NON-RETURNABLE ITEMS
Unless required otherwise by law, the following are generally final sale and not eligible for return:
• Live plants
• Perishable products
• Clearance or final-sale merchandise
• Gift cards
• Personalized or customized products
• Products damaged after delivery through misuse or improper care
• Items returned outside the applicable return period
• Items not in reasonably resalable condition
Any additional exclusions will be identified on the applicable product listing when appropriate.
12. DAMAGED NON-LIVING MERCHANDISE
If non-living merchandise arrives broken, defective, or materially damaged, contact us within 7 days of delivery.
Please include your order number and photographs clearly showing:
• The damaged product
• The packaging
• The shipping box when applicable
Do not discard damaged merchandise or packaging until we have reviewed your claim.
13. INCORRECT ITEMS
If you receive a product different from what you ordered, contact us promptly.
Please provide your order number and photographs of the item received.
If we confirm that Mary Mae Greenhouses made a fulfillment error, we will provide an appropriate resolution at no additional cost to you.
14. MISSING ITEMS
If an item appears to be missing from your order, first review your shipping confirmation because some orders may be divided into multiple shipments.
If the item is not being shipped separately, contact us promptly with your order number and information about the missing product.
We will review our fulfillment and shipping records and provide an appropriate resolution.
15. REFUNDS
Approved refunds will generally be issued to the original payment method.
Depending on your financial institution or payment provider, it may take several business days after we issue a refund for the funds to appear in your account.
Mary Mae Greenhouses does not control bank or payment-processor posting times.
16. STORE CREDIT
In certain situations, we may offer store credit as a resolution.
When a customer is legally entitled to a monetary refund, store credit will not be substituted for that refund without the customer's agreement unless otherwise permitted by law.
Any applicable expiration or use restrictions will be disclosed when store credit is issued.
17. REPLACEMENTS
When a replacement is appropriate, replacement plants or products are subject to inventory availability.
Because plant inventory changes frequently, an identical plant of the same size or characteristics may not always be available.
When an identical replacement is unavailable, we may offer an alternative plant, store credit, refund, or another reasonable resolution.
18. SHIPPING CHARGES
Original shipping charges are generally non-refundable once an order has shipped unless:
• The refund results from an error by Mary Mae Greenhouses
• The entire shipment qualifies for an applicable refund that includes shipping
• Applicable law requires otherwise
• We determine that refunding shipping is appropriate under the circumstances
Return shipping charges are generally the customer's responsibility for discretionary returns of non-living merchandise.
19. WEATHER-RELATED PLANT DAMAGE
Live plant shipments may be affected by extreme temperatures.
Eligibility for weather-related claims is governed by our Shipping Policy and Live Plant Guarantee.
Coverage may be affected when damage results from circumstances such as:
• A package remaining outside for an extended period after confirmed delivery
• Failure to retrieve a package promptly
• An incorrect or incomplete delivery address
• Customer-requested shipping arrangements that materially increase weather exposure
We may delay shipments when we determine that weather conditions present an unreasonable risk to plant health.
20. LOST OR DELAYED PACKAGES
A shipping delay alone does not automatically qualify an order for a refund.
If a shipment appears lost, contact us so we can review tracking information and, when appropriate, work with the carrier.
If a delayed plant ultimately arrives significantly damaged, submit a claim according to our Live Plant Guarantee.
21. PACKAGES MARKED DELIVERED
If carrier tracking indicates that a package was delivered but you cannot locate it, contact the carrier and check your property, mailroom, parcel locker, household members, and other likely delivery locations.
You may also contact Mary Mae Greenhouses for assistance.
Refund or replacement eligibility will depend on the circumstances and available delivery information.
22. REFUSED OR UNDELIVERABLE SHIPMENTS
Live plant shipments that are refused, returned to sender, or undeliverable because of an incorrect address, recipient refusal, repeated failed delivery attempts, or another customer-related issue may not qualify for a refund.
Because plants are perishable, returned live plants may not remain viable or resalable.
Any refund, credit, replacement, or reshipment will be determined based on the circumstances and applicable law.
23. ORDER CANCELLATIONS
If you need to cancel an order, contact us as soon as possible.
We will make reasonable efforts to accommodate cancellation requests, but cancellation is not guaranteed once an order has entered processing, been packed, or been transferred to a shipping carrier.
If we successfully cancel an order before shipment, the applicable amount paid will be refunded.
24. PROMOTIONAL AND DISCOUNTED PURCHASES
Refunds for eligible returned merchandise purchased with a discount will be based on the amount actually paid for the returned item.
If returning an item causes an order to no longer meet the conditions of a promotion, bundle, or purchase threshold, the refund may be adjusted to reflect the applicable promotion where permitted by law.
25. CHARGEBACKS AND PAYMENT DISPUTES
We encourage customers to contact Mary Mae Greenhouses first if there is a problem with an order.
We maintain order, fulfillment, delivery, communication, and claim records and may provide relevant documentation to payment processors or financial institutions in response to a payment dispute or chargeback.
Nothing in this section prevents a customer from exercising legitimate rights available through their payment provider or applicable law.
26. ABUSE OR FRAUDULENT CLAIMS
Mary Mae Greenhouses reserves the right, to the extent permitted by law, to deny claims we reasonably determine are fraudulent, materially misrepresented, duplicative, or otherwise abusive.
We may request additional documentation when reasonably necessary to evaluate a claim.
27. CONSUMER RIGHTS
Nothing in this Returns & Refunds Policy is intended to eliminate or restrict any consumer right or remedy that cannot legally be waived.
If applicable law provides greater rights than those described in this policy, applicable law will control.
28. POLICY CHANGES
We may update this Returns & Refunds Policy as our products, shipping practices, or business operations change.
The policy applicable when an order is placed will generally govern that purchase, subject to applicable law.
29. CONTACT US
To request a return or report a problem with an order, contact:
Mary Mae LLC
d/b/a Mary Mae Greenhouses
Erie, Pennsylvania
Please include your order number and photographs when applicable so we can assist you as quickly as possible.