FAQs

PERMITS

  • The Philo Den is permitted through the USDA APHIS Plant Protection & Quarantine office to move LIVE PLANT PESTS, BIOCONTROL ORGANISMS, FEDERAL NOXIOUS WEEDS, SOIL, AND BEES in 48 states.
  • Each shipment includes an "Environmental Awareness" letter that outlines proper handling and disposal methods. Please be sure to read this letter thoroughly prior to unboxing your shipment.
  • If you reside in Florida or Lousiana, please contact us before you place an order, some of the specimen on our site are not legal to ship to your state. Thank you for your cooperation.

SHIPPING

  • Our standard shipping method is USPS priority mail within the continental US only.  
  • Once shipped, transit time is typically 3 to 5 days.
  • All orders are packed with care and attention to prevent damage during shipping.
  • We can not ensure the package will be handled kindly once it leaves our care, but we will do our best to protect it from the unexpected.
  • Plants are thoroughly inspected before shipping to ensure they are healthy and free from pests.
  • The plant you are buying is the one shown in the product photos unless otherwise stated in the product description. We are happy to send additional photos prior to purchase, just ask!

 

EXTREME WEATHER

  • We add insulation, cryopack and heat/cold packs to our packaging (free of charge) to help ensure your order arrives undamaged by the cold.
  • We may ask if we can delay shipping or have your package marked “Hold for pickup” at your local post office hub if temperatures are consistently below 40 degrees F or above 85 degrees F. 
  • We are unable to refund due to weather conditions (extreme heat or cold).
  • Please allow 5-10 days for shipping.
  • Live orders are ONLY shipped Mondays & Tuesdays.
  • If you place an order on a Wednesday that contains live plants or invertebrates, it will be shipped the following week
  • Thank you for your patience and understanding. 

 

LIVE ARRIVAL GUARANTEE

  • We are happy to offer a LAG on all orders shipped via OVERNIGHT shipping option and orders marked “Hold For Pickup” and sent to a local hub for pickup by the customer.
  • In order to receive a replacement we require that packages be held at your local hub (post office or UPS hub) for pick up.
  • Package must be picked up within 24 hours of delivery to the hub location.
  • Customer must contact us within an hour of opening the package and include photos of the deceased inverts/plants.
  • “Hold for pickup” means that the package was marked to be held at a post office or UPS hub location until the customer is able to pick it up instead of being delivered to your doorstep.
  • Please choose “Hold for pickup” if you can’t guarantee you will be home to receive your order. Thank you!

 

PLANT SHIPPING STRESS

  • During shipping, your plant may experience some stress and shock.
  • The plant may show signs of drying out or browning leaves.
  • Leaves may also appear wilted.
  • We recommend placing your plant in a shady, temperature-controlled location to allow acclimation.
  • Mist the leaves and water as needed.
  • Please read the care information we provide and contact us if you have any questions.
  • Above all, educate yourself about how to best care for your plant, in your space.
  • All environments are unique and only you can figure out how to best care for your new plant within your home.
  • Please give your plant 1-2 weeks to acclimate to your home. 

REFUNDS (Plants Only)

  • Please report any signs of plant stress (yellowing of leaves or stem rot) within 48 hours of receiving your order.
  • To protect ourselves from fraud, we require video evidence of the order unboxing in order to process a refund.
  • Please record yourself unboxing your plants from The Philo Den.
  • If you discover any issues with your plants during the unboxing, send the video to us so we can validate the claim.
  • Please also send photos of any issues.
  • Please submit video and photos to thephiloden@gmail.com
  • Please understand that plants experience stress during shipping, some yellowing, drooping leaves is 100% normal and would not warrant a refund.
  • We do not refund plants damaged by negligent or inattentive care.

Thank You For Trusting The Philo Den