FAQ's

Yes, we ship all orders to the contiguous 48 states free of charge. All products ship via FedEx Ground and should ship within 1-3 business days. Delivery dates for all products are dependent on FedEx and can be tracked through email confirmation. We only ship to the contiguous 48 states. If multiple plants are ordered at the same time, they may or may not all be delivered at the same time. 

How do I make changes to an existing order? 
We will make every effort to accommodate a change to your existing order but cannot guarantee that we will be able to do so.  Please contact us within 1 hour of order placement at  marketing@familytreenursery.com, if you need to make changes to an already existing order.  

What is the status of my order?
To check on the status of an order, retrieve your order confirmation email and click on the “Track my Order” button.  

Can I ship to several different addresses?
You must place separate orders for each shipping address in which you desire to ship plants to.  

How do I place a large order?
To order larger quantities of plants (12 or More) please contact us at marketing@familytreenursery.com

How long will it take to receive my order?
We ship via FedEx and All orders ship within 1-3  business days. Once your order is shipped it is typically delivered within 2-3  business days.  Delays may occur on shipments that are outside of larger metropolitan areas and destinations that are further from our shipping greenhouse in Kansas City. These delays can mean that a product is in transportation for 4-5 business days.  

Business days are Monday through Friday excluding holidays. 

Shipping Information
Most orders are processed within 1 business day. 
Orders received after 3 p.m. CST will be shipped the following day. 

• We do not ship on the weekends and certain major holidays. 
• Free shipping is for home ground delivery unless otherwise stated.
• We do not require a signature upon delivery.
• We cannot ship to PO Boxes, APO or FPO addresses.
  
  Returns/Exchanges 
• We handle returns and replacements on a case-by-case basis with the ultimate objective of making our customers happy. If you're not happy with your recent purchase, please email us at marketing@familytreenursery.com
• Please note we are not responsible for packages returned to us by the carrier due to incorrect or incomplete address or delivery information. 

Questions About Plants
I am new to plants. What do I need to know to start? 

How often do I water my plant? 
There is an art and a science when watering plants. If the soil feels wet, moist or damp do not water. It is generally best for houseplants to dry out between watering. It is better to air on the side of too little water than too much. Overwatering happens mostly when plants are watered too frequently.
See our Plant Care section for more details  

How much light does my plant?
Most of the plants that we carry require medium to bright, indirect light. However, we do carry plant options that can tolerate low lighting.
See our Plant Care section for more details  

Will my plant look like the plant in the picture?
Yes and no! Your plant will look similar to the plant pictured on the product page. However, as with all products of nature, variations in size, shape and color are to be expected and are part of the plant’s beauty. Remember, these plants are bred to thrive and will become more lush and beautiful over time, given the proper care.
See our Plant Care section for more details  

Why are there blemishes with my pot?
Small batch pottery will have variations in color, texture, finish, and size. While we make every effort to display our containers as accurately as possible, there may be subtle differences from what is displayed online. 

Questions About Returns, Exchanges & Payments 

My order arrived damaged. What do I do?
Please be sure to inspect your package and plant immediately upon delivery. Should your order arrive damaged, email a photo of your damaged order to marketing@familytreenursery.com along with the order number within 24 hours of receiving the delivery. We’ll happily replace your order or issue a credit for irreversibly damaged plants and pots. 

Every plant is fragile and the shipping process is not always smooth or kind. When this happens, we'll be happy to fix it – be it a damaged plant or pot due to carrier mishandling. Please inspect your package when you receive your delivery. Should your order arrive damaged, email a photo to  marketing@familytreenursery.com along with your order number, and we’ll get back to you as soon as possible. 

In the unlikely event a plant is received dead on arrival, it will always be replaced. 

What is the return policy on your products?
We currently accept returns for damaged items only. If your order was damaged in transit, please reach out to us at  marketing@familytreenursery.com  as soon as possible with your name, order number, and photos of the damaged item. 

What forms of payment do you accept?
We accept all major credit cards. Please note that online orders may be executed with real-time credit card processing, and your card may be charged before your order is shipped. 

Where do I visit the Equinox Plant Co store?
Our brand Equinox Plant Co. has been birthed from a 56-year-old family owned retail garden center in Kansas City, known as Family Tree Nursery. Equinox Plant Co. does not currently have a retail storefront, but if you find yourself strolling through the Midwest you can always swing by Café Equinox, located inside Family Tree Nursery of Shawnee, Ks.  

Do you sell wholesale?
No, we do not offer wholesale plants. 

Security & Privacy
Please reference our Terms & Conditions and Privacy Policy. Should you have additional questions, email us at marketing@familytreenursery.com