Every shipment comes with 100% Live Arrival Guarantee. Meaning that if your item arrives with any issues that is out of your control, we will replace the item at no extra charges whatsoever, or offer store credit in the amount of the loss up to the amount ordered (does not include extras). We do not offer refunds but if in any special circumstances appears that we cannot reship the item, we will do our due diligence and refund your cost. The Live Arrival Guarantee is put in place to cover you with any shipping issues that may appear. All guarantees are up to our discretion. 

 

Conditions to our Live Arrival Guarantee

1. The shipment must be received on the first delivery attempt, or be picked up the day of the first delivery attempt. If you miss the delivery and the package is delayed a day or more because of it, we cannot accept responsibility for any losses. It is your responsibility to check the tracking number for delivery, even if UPS or USPS does not leave a "pink slip" notifying you they tried to deliver the package.

 

2. The shipment must be sent to the correct delivery address, and not forwarded to another address unless still delivered the same day. Forwarding of packages results in an extra day or more in transit. NOTE: If UPS or USPS forwards your shipment in error, we do cover that type of mistake. However, if we call your local UPS or USPS and there is a mail forward on file, our Live Arrival Guarantee is void.

3. In the event of a DOA plant, we REQUIRE a clear digital picture of the plant in question before replacement/store credit/refund is issued. This picture can be sent to us by replying to the tracking email you received, or by sending it as an attachment in a new email. 

4. All claims must be made and or brought to our attention via email at hello@tmbs.co within 24 hours of the package being delivered.