Last updated Sep 1, 2026

Rare Root Supply: Cancellation, Refund & Arrival Policy By placing a bid or order with Rare Root Supply, you acknowledge and agree to the terms below. Bids & Cancellations All bids are final and constitute a binding commitment to purchase. Please bid responsibly. Cancellations are not guaranteed and may be granted only at the sole discretion of Rare Root Supply. Where a cancellation is approved, the following terms apply: • A 20% cancellation fee will be deducted from any refund issued on a canceled order. • Cancellation requests must be submitted before a shipping label has been created. • Once a shipping label has been created, no cancellations or refunds will be granted under any circumstances. Quality & Delivery Claims Rare Root Supply ships living plants and tissue cultures. These are perishable goods that are highly sensitive to temperature and environmental exposure. Once a package is delivered, it must be brought indoors promptly. Rare Root Supply cannot be held liable for damage resulting from a package left outside after delivery, including exposure to cold, heat, sun, or other inclement weather. Because such exposure can occur within a short time and is indistinguishable from transit damage, the following claim requirements apply. Claims that do not meet every condition below cannot be honored. • The buyer must notify Rare Root Supply of any issue within 1 hour of the delivery being marked received. This window exists to ensure packages are retrieved promptly. Claims made outside it cannot be reliably attributed to shipping rather than post-delivery exposure, and are therefore ineligible. • Clear, supporting photographs must be submitted within 24 hours of delivery. • Tissue cultures: Photographs must be taken before deflasking. No claim will be accepted once a tissue culture has been deflasked. • Plants: A continuous, unedited unboxing video is required for any claim. Claims submitted without an unboxing video cannot be honored. Live Arrival Guarantee A Live Arrival Guarantee applies only when the appropriate shipping protection is purchased at checkout: • Winter shipping: Insulation and Next Day shipping must both be selected. • Summer shipping: Next Day shipping must be selected. Orders shipped without the required protection for the season are not covered by the Live Arrival Guarantee.

While we encourage sellers to establish clear and detailed shop policies, these policies must align with Palmstreet’s platform policies and Terms and Conditions.

If there is a conflict between a seller’s shop policies and Palmstreet’s platform policies, our platform’s policies take precedence. This ensures a consistent and equitable experience for all users.

For more details or assistance, please reach out to Palmstreet’s Customer Support team.