Find quick answers below. If your question involves an existing order, include your order number when you contact us. Our Ohio team usually replies within 2 business days.
Products and plant fit
Does a plant come with the planter?
No. Your order includes the character planter only. Plants, soil, decorative filler, nursery pots, and saucers are not included unless a product page explicitly says otherwise.
How do I know what will fit?
Check the product page for the planter-opening size, cavity depth, and compatible nursery-pot guidance. Measure the widest part of your plant's pot, including its rim, before ordering.
Can I plant directly inside it?
Check the product page for drainage information first. If drainage is limited or absent, use a removable nursery pot or suitable liner instead of planting directly in the character.
Are Planter Pals for indoor or outdoor use?
Unless a product is specifically marked for outdoor use, protect it from harsh weather, prolonged direct sun, freezing temperatures, and extreme heat.
Will every planter look exactly the same?
Small variations can occur with made-to-order pieces. Product photos show the intended character and finish, while minor production differences may make each Pal slightly individual.
Shipping
Where are the planters made?
Planter Pals are made to order in Ohio.
How much is U.S. shipping?
Standard shipping is free for U.S. orders, with no order minimum.
When will my order ship?
Orders dispatch within 7 calendar days. Dispatch is when the package leaves us, so carrier transit time is additional.
Will I receive tracking?
Yes. Tracking is sent to the email address used at checkout after the package is handed to the carrier.
Do you ship outside the United States?
Available destinations and shipping charges appear at checkout. Free shipping applies only to eligible U.S. orders.
Changes and cancellations
Can I change or cancel my order?
Contact us as soon as possible. Because items are made to order, we cannot guarantee changes or cancellations after production has begun.
Returns and problems
Can I return a planter if I change my mind?
You may request a return for an eligible standard catalog planter within 7 calendar days after delivery. Your request must reach us within that window, but the item does not need to arrive back within 7 days. Wait for our return instructions, then send it back within 7 calendar days of approval. The item must be unused, undamaged, and in its original condition. Use the original protective packaging where possible, or equally protective packaging. The buyer arranges and pays for change-of-mind return shipping, and we recommend using a tracked service. No restocking fee applies to an approved return.
What if my planter arrives damaged, defective, or incorrect?
Contact us within 7 calendar days after delivery. Include your order number and clear photos of the item, packaging, and shipping label, and keep the packaging while we review the issue. For an approved damaged, defective, or incorrect-item claim, we cover any required return shipping and arrange a replacement or refund. Store credit is also available if you prefer it.
When will I receive my refund?
After we receive and inspect an eligible return, we refund the item price paid to the original payment method. We do not deduct the original free U.S. shipping cost. Separately paid outbound shipping charges are non-refundable for preference returns. Your bank or card provider may need additional time to post the refund.