Due to the custom nature of the item we do not accept returns, exchanges or requests for alterations after delivery. We ask that you communicate any specific requests through our message conversation during the order process. We only know about a preference or request if you specify it in your message. We will always do our best to accommodate your request!

Due to the product being live tree and handmade nature of this item it may not look identical to the photo. We will use exact same kind of size and age of trees and pot to recreate specific look.

There are no refunds since every item is custom and live. If an item breaks in shipment we have insured its value up to $100 and you can submit claim to USPS online to have that insurance amount sent to you as a check in the mail. If you would like more than $100 of insurance please let us know at the time of purchase.
*You must have photos of the item and the box/packaging and you must retain box/packaging to take to the post office if proof of damage is required. Shipping insurance may also require that the customer take the damaged items to a waste yard for disposal and obtain proof of disposal.
**NOTE that any damage must be reported to our shop within 48 hours of the package arriving.

All orders will be processed in our standard 3-10 business days. If you need it sooner you can purchase the Rush order fee listing in our shop and these items will be processed in 2 business days.

The Evergreen Bonsai shop is NOT liable for packages that are delayed in transit, lost by the shipping carrier, or stolen--all circumstances which are beyond our control. Once we hand your item over to the shipping carrier it is their responsibility to deliver the item.
Please contact the shipping carrier directly regarding delays or lost packages. If you suspect mail theft you can obtain the GPS coordinates of the last scan point from the shipping carrier and file a mail theft report with your local police department.

The price paid is the price of the item at the time of your order.
For example, if the item is in a 10% off sale a week after you order we do not go back and refund all previous customers that 10% off amount.

If a customer's order is returned to the sender/seller for ANY reason the customer is responsible for paying for re-shipment.

Every product ships with the care instruction. Please make sure to carefully follow the instruction provided from us to care for the product.

Sometimes there are delays in transit across all of our shipping carriers, and there will increase in the holiday season.
We cannot guarantee that a shipment will arrive a specific date, even if the tracking provides an estimated delivery date. We have had cases where a shipment is significantly delayed and shows as unscanned even if it was shipped. You will definitely get your shipment but we are in no position to guarantee the timeline.
We cannot refund or cancel orders if they did not reach on time.
Please contact us and the shipping carrier. We try our best to work with you but don't control shipping.
Please understand NO returns are accepted for shipping delays.

You can re-sell your product if you would like to however we currently do not offer products at a wholesale price.