Frequently Asked Questions

Here is a list of some of our most frequently asked questions.

Still have questions? Send us a note!

support@clarajoyceflowers.com

Ordering

I live in California/Hawaii. Why can’t I place an order?

CA and HI impose strict restrictions on out of state plants due to their concern over potential soil borne pathogens in the soil. Because of this, we are not currently able to ship any rooted plants to these states. We are working to be able to offer our plants to customers in California and Hawaii in the future. 

We are able to ship any of our Unrooted Cutting products to CA and HI. Please note that this product type is not for novice growers. We recommend URC’s to growers who have basic propagation experience and the tools required to effectively root cuttings.

What date should I order my plants for?

Many people choose to order their rooted cuttings around the time of their last frost date in their area. Allowing a few days to slowly adjust the plants to the sun is always a good idea. Because these plants are quite small, moisture must be monitored daily after planting out in a garden bed for a few weeks in order to get them well established.

You may also choose to order the plants before your last frost date to grow on inside a greenhouse or indoor growing set up. Bumping up the plants to larger pots can be helpful for some growers to put size on the plants before planting out.

Do you guarantee your plants?

Clara Joyce guarantees that healthy plants arrive to your door, ready to get growing with you.

Do you sell your plants wholesale?

All of our plant programs are sold at retail. We do not offer a wholesale program.

What days of the week do you ship?

We ship all plant orders exclusively with Fed Ex. Most orders will ship Monday and Tuesday each week and will be sent Fed Ex Overnight or 2 Day in most cases.

Why can't I add items from different collections to my order?

Only similar product types that ship on the same week may be placed on an order together. This ensures that all of the rooted cuttings purchased will be ready at the same time, and allows our small team to focus on growing. Different product types may also have different packaging specifications that do not allow for different items to be packed together in the same box.

Order Changes

Can I add an item to my order?

We are not able to accommodate order additions. Each additional item must be placed on a separate order. This allows us to ensure accuracy during the fulfillment process for our small team.

Can I cancel my order?

We do not offer order cancellations. Once an order is placed, it cannot be changed or cancelled.

I placed a second order. Can I have my orders combined?

We are not able to offer order combinations. Due to the volume of orders we handle each week during the growing season, we must keep orders separate in order to ensure accuracy as we are packing.

An item on my shipment was refunded due to crop failure. Can I choose a substitute?

Every growing season presents challenges, and even greenhouse crops are affected by weather patterns. In the event that an item is underperforming due to variables outside of our control, our policy is to refund the item that is not available. Customers will receive notice by email as late as the week of shipping.

My order, or part of my order, was delayed. Can I get a refund?

There are times, during specific growing conditions, where some of our crops may be delayed in rooting. Because we want to make sure you receive the best product possible, there are select cases where we push back a shipping week to allow for more growing time. Growing is just as much an art as it is a science, and there are times that our crops disregard our carefully planned shipping schedule. Clara Joyce reserves the right to delay any orders that require more time on the bench.

I'm ready for my plants now. Can you ship my order early?

Your plants are scheduled for the ship date you selected at check out. For Rooted Cuttings, this means that the cuttings were stuck on a scheduled date, to finish for your selected ship date. We cannot ship orders early because they will not be properly rooted.

Shipping

When does my order ship?

Beneath each item on your order confirmation is a week number, followed by a date. This is the date you selected at checkout, and is when the order will ship. Only items that ship on the same week can be placed on an order together. All items on a single order ship together. Emails with tracking information are sent when we create the shipping label on the week of shipping.

What happens if my package is delayed?

Delayed packages are not common, but do periodically happen. Once Fed Ex has control of your package, we are at their mercy. Please do let us know if your package is delayed, and plan to open the package as soon as it arrives. If a package is lost or delivery was attempted and failed, create a support ticket right away through the link on the tracking page.

When the plants arrive, take note of how the plants appear, and document their state. We require a photo of each item impacted in order to submit a claim with Fed Ex, and we need this information submitted to us within 24 hours. These photos also serve as part of your claim with us, and we will refund any damaged items in your shipment back to your original payment method. 

I have a concern about something in my order. How do I submit a claim?

Upon opening your box, please inspect every item thoroughly. If something does not look right, please do let us know right away by emailing us at support@clarajoyceflowers.com. We require all claims to us to be made within 24 hours. Each claim must include:

  1. The Order Number (example: CJF-0000)
  2. Photos of every item impacted in the shipment

These live plants are highly perishable. Our claims policy allows us to accurately identify any damages that occurred within the shipping process. We cannot accept claims outside of the 24 hour window and no refunds will be granted on damaged product not reported in this time frame.

My plant arrived with a broken leaf or tip. Can I submit a claim?

We do not accept claims for this type of damage. This is because this level of damage does not impact the viability of the plant. So long as the plant has a set of leaves and nodes from which to generate new growth (as well as an intact root system), the plant is viable. Broken tops are not unlike pinching the plant by hand, it will only serve to strengthen the plant and encourage it to branch more. We do our very best to package these delicate items as well as we can for their journey to you to avoid this outcome, but there can be times where our packages are treated less than gently by Fed Ex. Because this type of damage is superficial, we do not issue refunds in these cases.

My plants arrived with yellowing on the lower leaves. Can I submit a claim?

Yellowing of the lower leaves is a common occurrence due to how the plant responds to being shipped. Yellow leaves do not impact the viability of the plant. They can be removed if desired, but it is not necessary. 

An item in my shipment was damaged. Can I get a replacement?

We are able to reship product as our inventory allows. We cannot guarantee that we will have replacements available, though we often do. If we do not have the items available to reship, our policy is to refund the item on your order. 

My plants are not growing as expected. Can I file a claim?

So many factors go into growing plants well. Soil type and nutrients, temperature, moisture levels, light exposure, and nutrients all play a hand in how plants grow.

We understand how disappointing it is to lose plants or to see them fail to thrive, as this is an unfortunate reality and inherent risk of gardening and working with plants. Because Clara Joyce is not in control of your growing space, Clara Joyce cannot assume responsibility for how your plants grow. We work hard to ensure that healthy, viable plants arrive from our farm to you. What happens next depends on you!