Shipping & Returns

Now Hand-Crafting in California!

We are excited to announce that our primary manufacturing and fulfillment hub is officially operational in Sebastopol, California.

  • Custom Production Lead Time: Because each living wall system is custom hand-crafted to order in our facility, please allow approximately 10 business days for production and dispatch.

  • Operating Hours: Our standard business hours are Monday through Friday, 9:00 AM to 5:00 PM Pacific Standard Time (PST). We are closed on all major federal holidays.

Cancellation & Return Policy

Please carefully review your order details before finalizing your purchase, as production setup begins shortly after order placement.

  • Cancellations: Any order cancelled more than 24 hours after placement is subject to a $25 administration fee, regardless of whether the physical item has shipped.

  • Shipped Orders: If your order has already departed our warehouse, you (the buyer) are responsible for the actual return shipping charges plus the restocking fee outlined below.

  • 15-Day Return Window: Customers have 15 days from the invoice date to contact us and request a Return Merchandise Authorization (RMA) code. All sales are strictly final after 15 days.

How to Process a Return

To be eligible for a refund or store credit, returned items must be completely unused, entirely free of soil or plant debris, and in the exact same condition received. Used or dirty products will not be accepted, and no credit will be issued.

  1. Request Authorization: Contact us via our [Contact Page] to receive an official Return Authorization (RMA) code before shipping any items back. Returns sent without a pre-approved RMA code will be rejected at the dock.

  2. Pack Securely: Safely re-package the product using all original packaging materials to prevent transit damage.

  3. Shipping & Insurance: You are responsible for all return shipping costs (shipping costs are non-refundable). Because we cannot guarantee receipt of returned items, we strongly recommend using a trackable shipping service and purchasing shipping insurance. Build Botanic LLC accepts no responsibility for items lost or damaged during return transit.

  4. Restocking Fee: A 15% restocking fee applies to all accepted returns and will be deducted from your final refund.

  5. Processing: Refunds will only be issued to the original payment method after the product is safely received, inspected, and processed at our warehouse.

Damages & Carrier Claims

We take immense pride in our quality control, but freight damage occasionally occurs in transit. Please count and inspect your order immediately upon arrival.

  • The 7-Day Carrier Window: Due to strict commercial freight policies, shipping carriers will not honor damage claims made past 7 days from the delivery date. Any hidden damage or shortages reported after this 7-day period are the sole responsibility of the customer.

  • Visible Outer Damage: If you notice boxes that appear dented, crushed, torn, or wet at delivery, open and inspect the contents immediately in front of the driver.

  • Refusing Delivery: If items are visibly damaged, clearly detail the exact damage on the driver's delivery ticket, refuse only the damaged portion, and contact us right away.

  • Reporting Claims: To report damaged or defective merchandise, email us via our [Contact Page] within 48 hours of delivery. You must provide clear photos of both the damaged product and the outer packaging so we can fast-track your replacement. Please retain all original shipping boxes and packing materials for carrier inspection.

Operating Corporate Entity: Build Botanic LLC (dba Florafelt & Plants on Walls)