Refund policy

 

By ordering from Lost in the Forrest you are agreeing to these terms. 

 

Shipping Policy

Route Shipping Insurance

We now offer Route Shipping Insurance on all shipped orders. For a small additional fee, Route protects your package against loss, theft, or damage during transit. If anything happens on the way to you, Route will quickly replace or refund your order — giving you peace of mind from checkout to delivery.

Customers who opt out of Route Shipping Insurance acknowledge that Lost in the Forrest is not responsible for lost, stolen, or damaged items that occur during shipping. Orders without insurance are not eligible for refunds, replacements, or store credit due to transit-related issues.

Live Plant Guarantee

We take great care in packing and shipping your plants. All insured orders are protected under our Live Plant Guarantee, which covers plants that arrive damaged, frozen, overheated, or otherwise unhealthy. Simply submit a claim through Route for quick support.

If plant damage occurs on an order where Route Insurance was not purchased, Lost in the Forrest cannot offer refunds, replacements, or credit for issues caused during transit.

Questions?

If you have any questions about Route Insurance, our packing process, or plant care upon arrival, feel free to reach out to us at Shop@lostintheforrestco.com — we’re here to help keep your plants thriving!

SHIPPING COST

When shipping live plants, it is important to have them delivered from our shop to your home as quickly as possible. We offer standard Priority Shipping or Express Shipping. Lost in the Forrest will ship with one of the major shipping providers in the United States, depending on availability and pricing. 

Lost in the Forrest offers flat rate shipping based on the approximate weight of your order. While rare, shipping costs may exceed the price paid for shipping at the time of order. Since each plant is unique, weight and size of a plant can vary, leading to differences in the shipping cost. During the shipping process, we will contact you if there are discrepancies and additional shipping costs are required. 


SHIPPING COSTS ARE NOT ELIGIBLE FOR ANY REFUND 



LOCAL PICK UP 

Once an order is placed, our team quickly gets your order together and places items in a bag for you to pick up! Once you order, you can come in during any of our open hours to pick up your order. Please note that plants are placed in a bag and are not watered. If an order is not picked up and the plants die, we will not offer a refund or replace the plants. Please make sure to have a plan to pick up your plants quickly! 


CANCELATIONS, REFUNDS, and RETURNS

We will cancel and refund your order minus a 20% restocking fee within 24 hours after you purchase. If the order is in the packing phase, we are unable to cancel or make any changes to the order. Otherwise, all sales are final. 

Plants 

All in-person and online plant sales are final. Due to changing inventory and limited plant availability we do not accept returns or exchanges of any living items. If you placed an online order and need to make and changes please email us at shop@lostintheforrestco.com within 24 hours and we will work with you. We are unable to make any changes to orders after 24 hours. 

Hard Goods

All hard goods, including but not limited to pots and apparel, may be exchanged or refunded to the original purchase method within 14 calendar days from the date of purchase. All exchanges must be unworn, unused, undamaged, and/or unopened. Seasonal items, Second Chance, and 'mystery' items / bundles are not eligible for returns, replacements, or exchanges. 

Returns via shipping must be post-marked within 14 days from the date of purchase; the credit will be issued once the item is received and processed. Return shipping will be paid by the customer. 


Repotting Service Policy

Repotting is a process that involves disturbing a plant’s root system and introducing it to new soil and growing conditions. Even when performed carefully and correctly, repotting can cause temporary transplant stress.

Common signs of transplant stress may include:

  • Yellowing or browning leaves

  • Leaf drop

  • Wilting

  • Slowed growth

  • Temporary decline in appearance

These responses are normal and can occur days or even weeks after a repot.

Because we cannot control environmental conditions once a plant leaves our store — including watering practices, light exposure, humidity, and temperature — Lost in the Forrest is not responsible for plant stress, decline, or loss following a repotting service.

All repotting service fees are final and non-refundable.

We are always happy to provide care guidance and recommendations to help support your plant during its adjustment period. Please reach out with photos if you have concerns.