• Hello, thanks so much for visiting our shop!

    Check out our most frequently asked questions below. Still need help? No problem, contact us here and we'll be happy to help.

Orders

When can I expect my order?

At this time orders are processed between 2-3 business days with additional time in transit. Processing and transit times may vary during peak season.

If your order includes live plants, there may be an additional delay due to our commitment to providing the healthiest, happiest specimen. This sometimes means an extra trip to the nursery.

For questions between the time your order is placed and receipt of your tracking number, contact us here.

We want you to get your package as quickly as possible! Unfortunately, we don't have any control once it's in the carrier's hands. If you think the transit time is abnormally long, reach out and we'll get it sorted for you.

Can I cancel or modify my order?

Orders may only be canceled or modified within 24 hours. Please contact us if you wish to cancel or make changes to your order. After 24 hours the order has been processed and may already be in route to you and can no longer be cancelled or modified. Sale items are an exception and cannot be canceled after the order is placed.

My order is a gift, what should I do?

Simply select the gift wrap option in your cart and we'll take care of the rest!

Orders are shipped without price information and you have the option to include a gift note.

Shipping

Can I ship to more than one address?

Each order is only able to ship to one address. If you’d like to ship to multiple addresses, please place a separate order for each address.

Can you ship to a PO Box?

No, we are unable to ship to PO Boxes at this time.

My tracking says 'Returned to Sender' or 'Delivery Failed'.

Pigment ships to the address provided during checkout. We are not responsible for delays caused by the carrier or for lost orders submitted with incorrect information. If you need further assistance, please reach out to our team here.

My tracking says my package was delivered but I don't see it.

Your tracking information will note where the delivery driver left your package upon delivery. Please check the “Proof of Delivery” from the shipping carrier to determine where or with whom your package was left.

If you still cannot find your package, please check nearby or with you lobby manager and neighbors. If you are still unable to find your package, please let us know by contacting us here within 2 business days.

Do you ship internationally?

Yes! We do our best to ship everywhere. Certain countries and states do have restrictions on shipping jewelry and plants, so if you have any questions please contact us here.  

Most international orders take anywhere from 2 to 6 weeks to arrive. Unfortunately customs systems vary depending on the country so we can’t give exact estimates for transit. If you have not received your package after an unusual amount of time, please contact your country's Customs department to see if the package is being held for pick-up, since there may be customs duties/taxes that needs to be paid before you can receive your package.

All customs fees and taxes are the responsibility of the customer. We can not control the international shipping process after the package has been shipped from our shipping department.

Local Pickup & Delivery

Do you offer local pickup or delivery?

We do offer a local pick up option at all three of our brick and mortar locations located throughout the San Diego area. Just choose the "Local Pickup" option at checkout and we'll send you an email when it's ready!

Please pick up your order within 24 hours of receiving that email. If your order is not picked up within 24 hours, we will cancel and refund your order. If you need a little extra time, no worries! Just give us a shout and we'll work it out.

We do not currently offer Local Delivery.

Feel free to contact us if you need assistance - we're happy to help!

Why don't I see a Local Pickup option at checkout?

Local Pickup is only available if all items in your cart are available at a single location.

If your preferred store location is not shown, one or more items in your cart is not available at that location.

Damages

What if my order arrives damaged?

If your pot or other merchandise arrived damaged and your order was delivered less than 5 days ago, please take a few photos and submit a damage claim here.

Please provide as much information as possible so we can best assist you as quickly as possible.

Please note, photos are required as proof of damage in order for us to issue a refund or replacement.

What if my plant order arrives damaged or dead?

If your plant arrived damaged and your order was delivered less than 5 days ago, please take a few photos and submit a damage claim here.

Plants don’t love to travel so some minor cosmetic blemishes are to be expected. Please be patient and understand that it may take up to a few weeks for your plant to adjust to its new home.

Your plant may be eligible for a replacement or refund if it has lost most of its leaves or pests are visible in the first few days.

Your plant won’t be eligible for a replacement or refund if your plant:
- has blemishes or scarring that are natural to the plant
- has only lost a few leaves and the overall foliage of the plant is healthy
- if your plant has been repotted or altered in any way
- pests have been seen and reported to us after 5 days of delivery

In the unlikely event that your plant arrives dead, we will happily replace it free of charge or issue a refund. Please be sure to reach out and send us photos immediately upon delivery.

Plants cannot be considered for replacement or a refund if you have repotted or altered your plant.

Please note, photos are required as proof of damage in order for us to issue a refund or replacement.

What if my furniture order arrives damaged?

For freight deliveries in particular, it is extremely important that you inspect the package at the time of delivery. If the box has any damage, or if there is any reason for you to be concerned about damage, please write "PACKAGING DAMAGED/INSPECTION NEEDED" clearly on the delivery slip that you are asked to sign. Failure to note such damages or potential for damage with the shipper at the time of delivery will limit or completely prevent Pigment from processing a damage claim.

For damages on freight items please take photos of the packaging/product and send them to support@shoppigment.com within 48 hours. Failure to report damage promptly restricts and may completely prevent our ability to process your claim.

Plants

Are your plants real?

Yes, all of our plants are real!

My plant arrived! What's next?

Congrats on your new plant! After being in a box for several days your plant needs some fresh air. Remove it from the box right away, take off the shredded wood from around the plant and check the soil to see what your plant is telling you. If the soil is dry then go ahead and give it a drink. If it is wet, however, you’ll want to wait for it to dry out before watering again. Either way, a nice spot with filtered light will be the best home for your new little friend!

Should your plant arrive disheveled, know we did our best to secure it before shipping but sometimes we mess up. We also have the highest hopes for the carriers who handle our packages, but alas, the journey can be unkind for our plant friends. Any added tolerance for a plant shifting in transit is much, much appreciated.

Inspect your plant for any signs of distress and reach out right away should you have any concern about the health of your plant.

Please do not immediately repot your new plant as it is not necessary. Please also give your plant time to adjust to its new environment.

Don’t hesitate to give us a shout about any issue with your new plant, we’re here to help!

My plant arrived in great condition but quickly deteriorated. What do I do?

If your plant arrived looking just fine but is not doing well within 14 days of delivery, please reach out to our team here.

Your plant may be eligible for a replacement or refund if it has lost most of its leaves or pests are visible in the first few days.

Your plant won’t be eligible for a replacement or refund if your plant:
- has blemishes or scarring that are natural to the plant
- has only lost a few leaves and the overall foliage of the plant is healthy
- if your plant has been repotted or altered in any way
- pests have been seen and reported to us after 5 days of delivery

Please remember that the shipping process is not too kind on plants but with the proper care your plant will be thriving in no time.

Gift Cards

Why won't my gift card work?

We currently only accept e-gift cards on our online store. If you have a physical gift card, please contact us with the gift card number and we'll transfer the amount over to be used online.

I'm trying to send a gift card as a gift, what do I do?

E-Gift Cards

Add the e-gift card to your cart and proceed to checkout as normal using your email address.

Once your purchase is complete you will receive an email with the option to view and/or print the gift card or to schedule the gift card to be emailed to your intended recipient. With the schedule option, you can either send the gift card asap or set a specific date and time to have it sent.

Physical Gift Cards

If your intended recipient is a San Diego local, you can choose to have a physical gift card mailed to them. Simply add their address into the shipping address field at checkout and we will mail the gift card to them. Please note, tracking will not be provided for mailed gift cards.

You may also choose to have it available to pick up in store. Please just leave a note with the name of the person that will be picking up the gift card.

Returns

What is your return policy?

You can view our full return policy and initiate a return here.

Can I return my plant?

We do not accept the return of plants at this time.  

Can I return a pot or other merchandise?

We are able to accept returns on some unused, unopened, and undamaged merchandise within 10 days of arrival.

To initiate a return, please contact our team here and select the reason for your return. Please note that a $9 return shipping and restocking fee will be deducted from your refund.

We do not accept the returns of physical or e-gift cards, face masks, furniture, plants, rugs, or custom/special order items.

Can I exchange my order?

We do not offer exchanges at this time. If you’d like to return an item and purchase a new one, please contact our team here to start the returns process and simply place a new order for the item you’d like.