FAQ
Quick answers for plant people.
A practical guide to orders, shipping, plant care, rewards, and support.
Orders and Shipping
Where can I find my order?+
Sign in and open your account orders page. If you contact support while signed in, your recent orders appear in the support form so you can choose the right one.
What should I do if my order arrives damaged?+
Take photos of the box, packing material, and plant as soon as you can. Submit a support request and attach the photos so we can review the issue without asking for everything twice.
What is the 100% Health Guarantee?+
If your plant arrives dead, damaged, or otherwise in poor quality, contact us quickly with photos. After review, AloeThere may refund, replace, offer store credit, or provide an equivalent reward-point credit. The remedy is chosen at AloeThere's discretion based on the order, condition, timing, and available inventory.
Can I change my shipping address after ordering?+
Contact support quickly with your order number and the correct address. If the order has not been packed or shipped yet, we will do our best to update it.
Plant Care
My plant looks tired after shipping. Is that normal?+
Sometimes, yes. Plants can look a little stressed after being boxed. Give it bright appropriate light, avoid overwatering, and send photos if the plant looks damaged or keeps declining.
How much should I water my succulent?+
Most succulents prefer a full soak only after the soil has dried out. Drainage matters. If the pot has no drainage or the soil stays wet, wait longer between waterings. Read the beginner succulent care guide for a fuller watering, light, and soil walkthrough.
Can I ask for plant care help?+
Yes. Use the support form and include the plant name, light level, watering rhythm, and a photo. Those details make the advice much more useful.
Rewards and Conservation
What are saplings?+
Saplings are AloeThere reward points. When rewards are available, your saplings balance can help you save on future plants.
Where can I see my saplings?+
Sign in and open your rewards page. Your saplings balance will also show in your account menu.
How does AloeThere support conservation?+
A portion of every eligible order supports tree planting through the Arbor Day Foundation. We believe selling plants should help more plants grow.
Account and Support
Do I need an account to get help?+
No. You can submit a support request with just your name, email, and message. Signing in simply makes it easier to attach the right order.
Can I upload files with a support request?+
Yes. You can upload up to five JPEG, PNG, WebP, or GIF images, with a 10 MB limit per file.
How fast do you reply?+
Most messages are reviewed within one business day. Order issues with photos and order numbers are usually easier to resolve quickly.