Please check if your particular query has already been answered below.
We are a small team and to keep things expedited and our processes lean, we update our FAQ's regularly based on our customer's queries. In case you don't find an answer to your question below, please email us with your Order Number or the Full Name that was used to place the order at email@example.com
We typically respond within a few hours, but sometimes if we are backed up it can take 1-2 business days to get back.
Please only email the appropriate channel below, don't send an email to all available inboxes.
For interviews, features and social engagement please email firstname.lastname@example.org
For corporate partnerships and all other inquiries please email email@example.com
Please email firstname.lastname@example.org with as many details as you can provide us and we'll promptly assist you.
Some details about corporate gifting can also be found here.
Please log into your account on our website and you'll be able to make all these changes.
If your order has already processed and you want to make some changes, please email us asap with your order details: email@example.com
When you first place your order, you are given an option to create an account. If for some reason you declined at that point you will have to create a new account to login. Please use the same email as the one used to place your order.
If you are having another technical issue related to your account, we are happy to assist. Please email us at firstname.lastname@example.org and describe your issue.
Shipping in cold weather
We have been shipping plants in cold weather for almost 4 years now, and have mastered the art! We ship plants with heat packs that keep the plant cozy for 48+ hours during the transit.
We also take an extra precautionary step of checking the weather before shipping your plant out. If it's stormy weather, or less than ideal conditions, we usually delay shipments!
We are only shipping between Monday to Wednesdays during cold months, as packages tend to sit at postal stations towards the end of the week and that's not good for the plants. So please be patient with us.
We are a small team and doing our best to unite you with your plant as soon as possible.
During winter months transit services usually experience some extra delays due to the weather conditions, so our team checks your local weather every single day to make sure we can avoid situations where plants will have to sit in a cold truck or a cold warehouse.
Even though we ship plants with heat packs, transit can be very harsh for plants during freezing temperatures. So if we anticipate bad weather conditions, we might delay your shipment.
We appreciate your understanding and patience! If you have any questions about your orders please email email@example.com
We only ship orders Monday through Thursday (Spring, Summer, and Fall) and Monday through Wednesday (Winter). Processing time depends on when you placed your order and what items you ordered.
Most orders are processed within 3-5 business days. Jungle orders usually take 5-7 days to process, since we very thoughtfully curate them per order. We ship all orders via USPS Priority or UPS (whichever has the quickest transit time) because we don't want plants to spend extra time in transit. Delivery details with tracking information is sent to the email on file when the plant ships from our warehouse.
Check the section on subscriptions for more details on subscription orders.
All orders are usually shipped via USPS and sometimes UPS.
Sometimes if the UPS or USPS drivers are overwhelmed, they tend to close the shipments even before they are delivered—which sends you a notification. In most cases we are hearing from customers that the package is arriving a day or two late when this happens.
We sadly have no control over shipments once they leave our warehouse, and we are at the mercy of these mail carriers. If you don't get the package after waiting the extra days, please call USPS or UPS and file a report for a missing or lost package, then update us and we'll be happy to send a replacement to you.
To avoid any confusion with our two platforms and subscriptions, we'd like you to email firstname.lastname@example.org to make any changes to your shipping address.
If your kit has already shipped to the wrong address we sadly won't be able to intercept or do anythign here to help, but if it's a subscription order we can make the change for all future kits.
Plant Insurance is designed as temporary support while you fully embrace your own green thumb. We offer two plans, Plant Reassurance and Plant Resurrection. Both plans include preventative care and personalized advice at your fingertips about any plant. With the Plant Resurrection plan, we will replace your plant if it cannot be saved despite our guidance and your best efforts. Please review our terms carefully before purchasing a plan.
Our hope is that you won't need insurance beyond 3 to 6 months.
When choosing your Plant Insurance plan, consider what type of support would best boost your confidence during your green journey. Are you a brand new plant parent who doesn't have any clue what direct versus indirect light means? Or maybe you've had your share of Pothos and Snake plants, and are ready to take on more unique varieties. Did you buy a Fiddle-leaf fig because everyone else did, and need a bit of help tackling its finicky behavior?
If your indoor jungle has plants from various little nurseries and plant stores, try giving our Plant Reassurance plan a try. All plants have their up's and down's, it's just a matter of identifying what they need. You can learn from our Plant Doctor to become your own expert on what your plants need to not only survive, but thrive!
If you've been scared away by plant deaths in the past, and you're hesitant about picking up a new plant, Plant Resurrection is right for you. Build up your planting confidence while we've got your back!
Yes, but Plant Insurance is a bit different.
We always offer our customers plant-specific advice, but being a very small team this advice can sometimes be limited and it can take a few days for us to respond back, plus without the plant insurance we can't offer any advice unless you purchased your plant through Horti. We also can't replace a plant after the 14-day guarantee period.
With plant insurance we are giving you access to our plant specialists for care, like our resident plant doctor Chris Satch who is a plant scientist at New York Botanical Gardens. Plus we are giving you the confidence for replacing your plant if it gives up despite your best efforts.
Please send an email to email@example.com with any plant-related concerns or questions. You will be asked to fill out a form and share as many details and photos of the plant that's suffering.
If you're on a Plant Insurance plan, you'll receive a response within 24 hours.
You can cancel your Plant Insurance at any time by logging into your account. Your plant(s) will be covered until the next plan processing date.
Replacement can only be issued for a plant that has been previously diagnosed by our plant doctor. If you're reaching out about an almost dead plant, and it is the first time you've contacted us, we will not be able to replace the plant.
Depending on the choices you make while choosing your subscription plan, you will receive a plant with a terracotta pot and saucer, delivered to your door each month. Certain months we may also send you a planting accessory. You can also choose to receive 2 naked plants in plastic grow pots, in lieu of a terracotta pot.
Our subscription is designed as a program to put your plant-related anxieties at ease. To start, we’ll send you hard-to-kill plants and then slowly build your confidence. Later, we’ll start introducing you to more exotic species, while continuing to give you instructions on how to sustain these plants and build lasting habits in plant care.
It totally depends on your goal. We now have subscribers who are on their 40th month of receiving a horti plant! And then we also have fully satisfied customers who leave after getting their 5th plant.
Our mission is not to push plants your way, but to help you believe in this nurturing lifestyle and increase your plant care confidence. Our subscription is intentionally designed as a slow moving, highly-curated journey, but at any point if you feel overwhelmed you can easily pause or cancel.
Check the section on skipping/cancelling for more details.
Simple answer– No. We have a pretty strict research-based schedule for the first 12 months, and you will never get a repeat plant during that time. You may get plants from the same family, but they will always be a different variety. For example, Peperomia is the larger family of plants and you may receive Pep Obtusifolia one month and then few months later a Pep Caperata–still two different plants.
After 12 months we hand-pick each plant based on what's available with our growers. We literally make weekly trips to find unique plants for you! Plants are still picked based on level of care they need, so that your plant-care-confidence-building journey can continue. Some months you may receive a variegated variety of a plant you have received before, but they will still be unique and different.
If you receive a duplicate plant, please reach out and send along a photo to firstname.lastname@example.org.
'Month to Month', '6 month story' and '12 month journey' subscriptions renew on the 15th of every month.
Our legacy plans are still renewing on the old dates - 'NYC area' orders on the 1st of the month, and 'Rest of the US' orders on the 15th.
We have created cut-off windows for new subscriptions so that we can create a gap between your first two transactions, and you don't receive two plants within a week of each other.
Subscription cut-off: 25th of the month
An example to understand the cut-off dates using 'Month to Month' cut-off date of April 25th:
If you signed up on April 17th, your next charge will be on May 15th.
If you signed up on April 28th, your next charge will be on June 15th. So your first plant will technically be for May, not April.
We ship your first plant within a week of reciveing your order.
If you are a new subscriber your first order will ship out within a week of you placing the order.
Recurring orders ship between 15th and 25th of the month. You will receive an automated message with tracking information once your order ships.
Please email email@example.com for any address changes.
If your kit has already shipped to the wrong address we sadly won't be able to intercept or do anythign here to help, but we can make the change for all future kits.
Please stop by our showroom anytime during our open hours. We are located at 432 Rodney Street in williamsburg and Google Maps has our most up to date hours.
If you placed an order online, or it is the first month of your subscription, your order will be ready for pick up right away.
For recurring subscriptions, you are welcome to grab your kit anytime after your order has been processed.
For the time being if you'd like to switch to a different plan please email us at firstname.lastname@example.org. We'll take care of this promptly!
Yes you can. Upon signing up for a subscription, a personal account is created. You can log into your account by visiting heyhorti.com and click on ‘Manage Subscriptions’ to skip, cancel, modify and change the recipient. You have full control of your subscription plan.
Your order cannot be skipped or cancelled once your card has been charged for the month. This usually happens on the 1st for NYC area and on the 15th for the Rest of the US.
Gift subscriptions are perfect for sending a subscription to a recipient other than yourself. You can choose from 3 month, 6 month or 12 month plans. These are paid for in-full at the time of your order and will NOT renew automatically.
Gift subscriptions cannot be cancelled or skipped.
We wanted to keep the gifting simple, so we standardized packaging and shipping costs. In some cases this cost may seem cheaper than the regular subscription, but the key difference is that you are paying upfront and gifts can't be cancelled.
Don't worry–your plants will still be shipping out each month you've paid for! In our system, 'expired' only means that the subscription was pre-paid and will not auto renew.
Here's a simple gift card pdf that you can share with your recipient via email while they wait for their plants.
We do our best to secure our products beautifully but transit can be brutal for certain items. If you have received a defected item, please take a photo within 24 hours of shipment delivery and email the details along with your order number to email@example.com.
Please note: Plant packages have to be opened immediately since these are perishable items, if you leave a box unopened beyond 2 days we won't be able to help with exchanges or returns.
We unfortunately can't accept returns on plants that arrived healthy but you somehow don't like. We constantly update our curation based on customer feedback, so please do let us know why and if it's something we hear from multiple customers we'll 100% take action.
If your plant arrived damaged due to transit, please immediately send us a photo to firstname.lastname@example.org and we'll be happy to replace it.
In short, Yes.
Plants are sensitive, living creatures. Just like bringing a new pet home, you really have to invest some labor of love into seeing your plants thrive. If your plant first arrived well and you follow our care instructions, these beings will stay with you for a long, long time. But if for some reason despite your best efforts the plant gives up on you within the first 15 days, we will replace it.
PLAY is horti's experiential space in Williamsburg, BK, designed to help our community form connections with plants and also with plant-loving people. It’s not your typical plant shop, feeding the throw-away culture of shopping; it's a green space for creation, contemplation and connection, where our ideas can cross-pollinate.
Additionally, we offer hand-picked, exclusive plants not found in our subscriptions or online. Stop by to check out our beautiful selection anywhere from tiny succulents to 14" statement plants!
As a more sustainable option, we offer pickup at PLAY for NYC customers and subscribers. This option is discounted, and you can stop by at a time that works in your schedule.
Yes! We welcome visitors stopping by to say hello, asking for advice, troubleshooting, and just taking in the urban jungle we've built.
The space is open for general access by all, and our hours can be found on Google Maps or our homepage.