PAOrchidExchange

Rare Tropical Plants | Specialty Potting Mix

Philadelphia, Pennsylvania

Buyers are raving!

This shop got multiple 5-star reviews in the past 7 days.

Announcement    Live Arrival Guarantee policy (LAG)
Please know that while we take great care shipping your new plants to you and have had great success in the method we use, occasionally minor scuffs or breakage can occur. This is normal when shipping a plant and that is not what this guarantee is meant to cover.

What does the LAG cover?
- Dead or severely damaged plants.
- Incorrect plants (regardless of shipping method)
- Plants that have been damaged IN TRANSIT due to extreme temperatures or delays in delivery on priority packages.
- Crushed packages
- All packages that meet the requirements below


Specific things the LAG does not cover:
- Minor damage to foliage
- Lost or stolen packages
- ANYTHING shipped first class (except if you were sent the incorrect plant)
- Purchases made that do not meet the requirements below

1. Package must be accepted on first delivery attempt for the LAG to be valid.

2. The LAG is void if purchaser chooses first class mail to ship. You must choose a minimum of priority shipping in order to receive the LAG on this item. All priority packages will be insured for the full amount of the invoice including shipping.

3. We do not guarantee, insure or recommend first class mail for shipping plants, while we do have a percentage of customers that have successfully used first class mail in the past, should you choose this option at check out, please note that it is 100% at the buyer’s risk and we will assume no responsibility after the package has been accepted by USPS. We highly encourage you to select priority shipping for live plants, especially if the temperatures across the country are expected to be outside the ideal shipping temp range of 65 to 75 degrees, i.e. mid-summer or mid-winter.

4. It is the buyer’s responsibility to contact us in writing within one hour of the first delivery attempt, after the initial hour the LAG becomes void, and any claims thereafter will be handled at our discretion. Please note, the limited amount of time given to file a claim is only to ensure the plant is not left outside in extreme weather conditions for an extended period of time before acceptance. We guarantee the plant will arrive alive, but cannot guarantee it will survive being left in extreme temps for more than an hour.) We can hold paid orders on request and we provide USPS tracking for every order we ship. In addition, if you prefer to have the delivery address changed to a neighbor or your place of employment to ensure timely acceptance please send us a message.

5. A minimum of 3 photos must be sent with the initial contact within the first hour, and must include one photo of the packaging it arrived in, one photo of the damage and one photo of the whole plant in its original pot. These should be clear photos taken in a well-lit area. In addition, we may request that you send additional photos to help us best determine the quickest way to resolve the issue and file a claim with USPS if needed.

6. Should you be offered a full refund, store credit for the full amount of the plant plus shipping, or a replacement, the return of the original plant may be required. We know not all of our customers are experienced plant shippers 😊 We just ask that you make a good faith effort to insure its safe travel. We even have a packing video if you are interested in viewing!
*If you are required to return the original plant, you are welcome to (and encouraged to!) reuse the packing materials used to receive the plant. We will provide you a return label and can help you schedule a pick up from USPS if needed. We do not reimburse for self-paid labels, so please use them at your own discretion.

7. Altering the plant in ANY way beyond how it arrived will void the live arrival guarantee. Please do not remove foliage, damaged or not, or remove the plant from its pot for ANY reason unless you have a request to do so from us in writing. If for any reason there is any indication that the health of the roots is in question and you are unsure if you should remove it from its pot to check, please reach out to us first with photos and a description of your concern. We DO NOT replace/refund plants that have been removed from the pots they were shipped in if they were removed in less than the 3-week recommendation given above. We do not condone immediate repotting of a freshly shipped plant even if it appears to have arrived in healthy condition. We take great care to ship our plants in their pots to reduce the stress that shipping can have on a plant and will not be held responsible for plants that are removed from their pots for any reason if done so without a written request from us in under 3 weeks after arrival.

8. We might have some questions! Please do not be offended if we ask questions or ask for additional photos. In addition to it being important to us to quickly resolve your issue, it's also important to us to learn from every situation to hopefully prevent the same issue from happening in the future, we use your photos and answers to assess the situation and help train staff on how and where mistakes happen and how to avoid them in the future. In addition, should we need to file a case with USPS we will be required to provide them with the information needed to resolve the case.

9. Should a USPS claim need to be filed for damage, we will file the claim for you provided all of the requested information is given, we do not file claims for lost or stolen packages, but can assist you in doing so should you need to.

As long as you have met the requirements above by contacting us within an hour should there be an issue with your order, you do not need to worry about the amount of time elapsed before we reply. We will always answer your message as quickly as possible, but frequent travel procuring plants and tending to the greenhouse may leave us unable to reply right away, but we WILL reply!

Announcement

Last updated on Jan 15, 2021

Live Arrival Guarantee policy (LAG)
Please know that while we take great care shipping your new plants to you and have had great success in the method we use, occasionally minor scuffs or breakage can occur. This is normal when shipping a plant and that is not what this guarantee is meant to cover.

What does the LAG cover?
- Dead or severely damaged plants.
- Incorrect plants (regardless of shipping method)
- Plants that have been damaged IN TRANSIT due to extreme temperatures or delays in delivery on priority packages.
- Crushed packages
- All packages that meet the requirements below


Specific things the LAG does not cover:
- Minor damage to foliage
- Lost or stolen packages
- ANYTHING shipped first class (except if you were sent the incorrect plant)
- Purchases made that do not meet the requirements below

1. Package must be accepted on first delivery attempt for the LAG to be valid.

2. The LAG is void if purchaser chooses first class mail to ship. You must choose a minimum of priority shipping in order to receive the LAG on this item. All priority packages will be insured for the full amount of the invoice including shipping.

3. We do not guarantee, insure or recommend first class mail for shipping plants, while we do have a percentage of customers that have successfully used first class mail in the past, should you choose this option at check out, please note that it is 100% at the buyer’s risk and we will assume no responsibility after the package has been accepted by USPS. We highly encourage you to select priority shipping for live plants, especially if the temperatures across the country are expected to be outside the ideal shipping temp range of 65 to 75 degrees, i.e. mid-summer or mid-winter.

4. It is the buyer’s responsibility to contact us in writing within one hour of the first delivery attempt, after the initial hour the LAG becomes void, and any claims thereafter will be handled at our discretion. Please note, the limited amount of time given to file a claim is only to ensure the plant is not left outside in extreme weather conditions for an extended period of time before acceptance. We guarantee the plant will arrive alive, but cannot guarantee it will survive being left in extreme temps for more than an hour.) We can hold paid orders on request and we provide USPS tracking for every order we ship. In addition, if you prefer to have the delivery address changed to a neighbor or your place of employment to ensure timely acceptance please send us a message.

5. A minimum of 3 photos must be sent with the initial contact within the first hour, and must include one photo of the packaging it arrived in, one photo of the damage and one photo of the whole plant in its original pot. These should be clear photos taken in a well-lit area. In addition, we may request that you send additional photos to help us best determine the quickest way to resolve the issue and file a claim with USPS if needed.

6. Should you be offered a full refund, store credit for the full amount of the plant plus shipping, or a replacement, the return of the original plant may be required. We know not all of our customers are experienced plant shippers 😊 We just ask that you make a good faith effort to insure its safe travel. We even have a packing video if you are interested in viewing!
*If you are required to return the original plant, you are welcome to (and encouraged to!) reuse the packing materials used to receive the plant. We will provide you a return label and can help you schedule a pick up from USPS if needed. We do not reimburse for self-paid labels, so please use them at your own discretion.

7. Altering the plant in ANY way beyond how it arrived will void the live arrival guarantee. Please do not remove foliage, damaged or not, or remove the plant from its pot for ANY reason unless you have a request to do so from us in writing. If for any reason there is any indication that the health of the roots is in question and you are unsure if you should remove it from its pot to check, please reach out to us first with photos and a description of your concern. We DO NOT replace/refund plants that have been removed from the pots they were shipped in if they were removed in less than the 3-week recommendation given above. We do not condone immediate repotting of a freshly shipped plant even if it appears to have arrived in healthy condition. We take great care to ship our plants in their pots to reduce the stress that shipping can have on a plant and will not be held responsible for plants that are removed from their pots for any reason if done so without a written request from us in under 3 weeks after arrival.

8. We might have some questions! Please do not be offended if we ask questions or ask for additional photos. In addition to it being important to us to quickly resolve your issue, it's also important to us to learn from every situation to hopefully prevent the same issue from happening in the future, we use your photos and answers to assess the situation and help train staff on how and where mistakes happen and how to avoid them in the future. In addition, should we need to file a case with USPS we will be required to provide them with the information needed to resolve the case.

9. Should a USPS claim need to be filed for damage, we will file the claim for you provided all of the requested information is given, we do not file claims for lost or stolen packages, but can assist you in doing so should you need to.

As long as you have met the requirements above by contacting us within an hour should there be an issue with your order, you do not need to worry about the amount of time elapsed before we reply. We will always answer your message as quickly as possible, but frequent travel procuring plants and tending to the greenhouse may leave us unable to reply right away, but we WILL reply!

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Vicki

Contact shop owner

Vicki

Reviews

Average item review
5 out of 5 stars
(4728)
See reviews that mention:
Quality 215 Shipping 1310 Customer service 565

About PAOrchidExchange

Sales 14,311
On Etsy since 2018

We genuinely appreciate your visit to our Etsy Store. We hope you had a pleasant experience and look forward to the opportunity to do business with you. While plants are our business, our customers are our number one priority. If there's anything we missed, or if there's something you think we can do better, we would love to hear from you. We know how valuable your time is, so thank you for spending a little bit of it with us today!

If you aren't able to find what you were looking for in our store, please let us know. We occasionally have stock available that is not listed here.

Shop policies

More information

Last updated on Feb 16, 2020
Frequently asked questions
My Tracking says my package has been delivered, but I havent recieved it. What should I do?

While we have been able to successfully rely on USPS for the vast majority of our shipping needs, occasionally we have a customer report to us that their tracking information is reading as "DELIVERED", however they have not received their package.
in this situation we've found that its common for the package to have been delivered to your local post office. Unfortunately we are unsure why USPS does this and can not guarantee that this will solve the issue, but should your tracking read "DELIVERED" and you have not received it, we recommend checking with your local post office as soon as possible as this tends to be the most common solution.
Should you need to open a case with USPS, you can call 1 (800) 275-8777

Can you combine shipping on multiple orders?

Yes! We certainly can. Because we frequently update the stock in our store, we know it's possible to place additional orders before your original order ships. All orders that come in are scanned to insure there's no other pending orders under your name. Should we find additional orders under your name, we will automatically combine where we can and refund any shipping overages.

Do you have an Email list I can join to be notified when you update stock in the store?

We do!
We try to limit our email communication to the things we think you will be excited about. Exciting new arrivals, and our most popular plants being restocked. If you are interested in joining our email list, please follow the link below to add your email.

https://www.paorchidexchange.com/contact-us

Do you offer a guarantee on the plants you ship?

We do! please see the shop announcement for full details on our live arrival guarantee. In addition we have added a copy of our guarantee to the item description for each item. Should you have any questions before purchasing or after receiving your order, please do not hesitate to reach out!

Do you offer local pick up?

We do!
While our greenhouse is not open to the public, we do offer local pick up for all orders placed online. We have 2 pick up locations, City Planter in Philly and Wedgewood Gardens in Glen Mills. You can use the code LOCALPICKUP to remove the shipping cost, and just leave the location you would like to pick up at in the notes section at check out and we will contact you to schedule a pick up time.

What's in the shipping cost?

The shipping cost covers the cost to ship your order to you. Because we ship most plants in their pots, which can add a little bit of weight vs shipping bare rooted, our shipping may be slightly higher than some other shops. Feedback from previous customers has confirmed that the extra buck or two is well worth recieving a plant that arrives established and healthy rather than needing to be potted and re establishing.
In addition to the cost of shipping, it covers supplies such as boxes, tape and perishable stickers. Etsy may not properly combine your items for the shipping cost, but don't worry, we will always combine and refund where we can :)

What's the difference between First Class shipping and Priority shipping?

First Class mail is the lowest class shipping method we offer, the average expected delivery time, from the time its accepted into the post office is 3 to 5 days. First class also typically travels via ground through freight, truck and train meaning its going to be more exposed to the elements.
Priority mail is a generally faster shipping option as the average expected delivery time from the time its accepted in to the post office is reduced to between 2 and 3 days.
Please note, that while USPS does not guarantee their average expected delivery times, they have proven to be exceptionally consistent in arriving in the time frames above.