FAQs-Customer Support
We are Planet Desert, a family-owned nursery that offers beautiful and unique cactus and succulent plants online. We work hard to provide you with the best plants possible! We are always adding new plants to our collections, allowing you to find new ones to add to your collection. Below are some of our most frequently asked questions. Be sure to read through them to get your questions answered. If you still have additional questions, contact us! We will be more than happy to answer any additional questions you may have.
Once I place my order, how long does it take to be shipped?
We try our best to ship the day after the order was placed, but please allow 72 hours for us to process your order. If you placed your order on a Friday, it will be shipped on Monday or Tuesday at the latest as we are closed on weekends.Do you ship on specific days of the week?
We ship 5 days a week! We want to make sure you receive your plants as soon as possible.
Can I place an order and have it shipped on a different date?
Of course! Just add a note to your order letting us know the specific date you want them shipped. We can not guarantee a specific delivery date but we will do our best to meet your requests.
Do you ship internationally?
We are sorry but we do not currently ship internationally. Sorry, maybe sometime in the future.
When will my plants arrive?
We ship our plants via USPS or UPS. We ask for up to 72 hours to process orders. In transit they will take between 2 to 5 days to arrive, depending on your Zip Code. In some rare instances, it might take a little longer due to reasons that are out of our control.
Where is my order?
Once you pay for your order you will receive a confirmation email. Then when it begins processing you will be sent a tracking number via email. This will let you monitor where your plants are.
How do you package the plants to make sure they arrive in good condition?
During the years, we have managed to constantly improve the way we package our plants. We put a lot of time and care to do this. Here are some links to videos that can help you see our process:
https://www.youtube.com/watch?v=5oOiZ4dzxDA&t=225s https://www.youtube.com/watch?v=k0dqmD_2JGQ&t=1s https://www.youtube.com/watch?v=pRRy93NpV_I
What happens if my plants arrive damaged?
Although we do our best to make sure your plants arrive in great shape, sometimes things don’t go as planned. If, for any reason, your plants arrive damaged or broken, please let us know by sending us an email with order number and pictures to info@planetdesert.com. We want our customers to be 100% satisfied with their purchase, will review and advise. We may either advise care, issue a refund or send out a replacement. Please one email per order concern is all we need. Multiple emails on the same order concern can delay the response and resolution process.
Will my plants be labeled?
Yes, they will be. We send out our plants with their scientific name and SKU. The only plants that do not come with a label are the assorted varieties.
Do you ship during the Winter?
Yes, we ship our plants year-round. Our cacti and succulents are pretty hardy. But if you feel the temperatures are going to be extreme( day/night below 45 f ), we recommend purchasing a heat pack to go with your plants. The heat pack is free on orders of $50.00 or more upon request.
Can I see a picture of the actual plant I will receive?
No, sorry about that. But rest assured, we will choose the best plant for you.
Will my plants arrive in pots?
Yes, all plants that are planted in a 2"- 4” pot, will be sent out in their pot. Any larger plants will be sent bare root. (meaning no soil and no pot)
How does your point and reward system work?
There are so many ways to accumulate points! Such as signing up for an account, making purchases and spending a certain amount can help you earn points for special rewards. You can visit our Loyalty & Rewards page for full details.
Can I choose the plants I want when I order an assorted succulent or cactus pack?
No, sorry about that. But we choose these plants based on availability.
Can I visit your greenhouse?
We are an exclusively online business and our system is set up for online orders only. We are not open for visits, we are sorry about that.
What if I have any special requests?
You are welcome to add a note to your order by using the field on the cart page that says + Add a note to your order. Or send us an email to info@planetdesert.com with your specific request. If it is in our hands, we will be happy to help you out.
What is your return policy?
You can refer to our Terms page for detailed information about our 100% satisfaction guarantee.
What if I have any other questions?
Please feel to send us an email to info@planetdesert.com with any questions or concerns. We always try our best to respond as soon as possible. At Planet Desert, we want to provide you with the best plants and help you add a little nature to your home. Start shopping our succulent and cactus collections and contact us with any additional questions you may have.