Shipping & Returns
Shipping Policy
We Are Expanding and Moving to California!
To better serve our clients, we are currently relocating our primary manufacturing and fulfillment hub to Santa Rosa, California.
Temporary Shipping Window: During this transition phase, select orders may experience a lead time of up to 30 business days. We are shipping all orders as quickly as possible and sincerely appreciate your patience.
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 before finalizing your purchase, as our automated fulfillment process begins immediately.
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 left 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 exactly 15 days from the date of the invoice 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, your items must be completely unused, entirely free of soil or debris, and in the exact same condition that you received them. Used or dirty products will not be accepted, and no credit will be issued.
Request Authorization: You must contact us via our [Contact Page] to receive an official Return Authorization (RMA) code before shipping any items back. Returns without a pre-approved authorization code will be rejected at the dock.
Pack Securely: Safely re-package the product using all original packaging materials to ensure it will not be damaged in transport.
Shipping & Insurance: You are responsible for paying for your own return shipping costs. Shipping costs are non-refundable. Because we cannot guarantee receipt of your return, 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.
Restocking Fee: A 15% restocking fee applies to all accepted returns and will be deducted from your final refund.
Processing: Refunds will only be issued to the original credit card used to place the order, after the product is safely received, inspected, and processed at our warehouse.
Damages & Carrier Discrepancies
We take immense pride in our quality control, but freight damage occasionally happens in transit. Please count and inspect your order immediately upon arrival.
The 7-Day Carrier Rule: Due to strict commercial freight policies, shipping carriers will not honor claims made past 7 days from the delivery date. Any hidden damage or shortages found after this 7-day period will be the sole responsibility of the customer.
Visible Box Damage: At the time of delivery, if you notice any boxes that look dented, crushed, torn, or wet, open them immediately in front of the driver and inspect the contents.
Refusing Delivery: If the contents are visibly damaged, clearly note the exact damage on the driver's delivery ticket, refuse that specific damaged item only, and contact us immediately.
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 or credit. You must keep all shipping boxes and packing materials for the carrier to physically inspect.
Operating Corporate Entity: Build Botanic LLC (dba Florafelt & Plants on Walls)