FAQ

Just the facts.

Common Questions

• How will my plant arrive?

  Our number one priority is that our plants arrive in happy, healthy condition. You never know what adventures a plant can get into making its way to your home! Our plants ship in their nursery grow pot to allow for a safe and comfy ride all the way to your doorstep. Allowing plants to stay in their grow pot while being shipped helps reduce the risk of stress and shock that could happen if they were to be potted in a new planter before leaving the greenhouse. 

  If you paired your plant with one of our planters, the grow pot will be securely nestled inside. For large plants and planters, including faux plants, the planter will ship separately from the large plant due to its weight. 

  In our stores, we offer to freshly pot plants in-store for our customers. Plants potted in our shops have a shorter journey to your home so we love offering this service for local plant parents.

• What if my order is a gift?

  First, lucky them! Second, on our cart page you’ll find an option to add a gift note. You can rest assured that all orders are shipped without pricing information and include directions on how to access our digital Care Library for plant care instructions.
  
  You can also let your gift recipient know something is on the way from yours truly by filling out this form – also linked in your order confirmation email. (Don’t worry, we won’t spoil what the surprise is or send them any marketing emails.)  

• Do I have to repot my plant once it arrives?

  The short answer is, no. First, let your plant acclimate to its new environment. Place the plant in the spot you plan to keep it in. Let it settle in for about two weeks.

  After two weeks, your plant has adjusted—your home’s light levels and temperature differ from a greenhouse!—and you can pot it into its ceramic planter, if you choose. You might notice your plant’s earthenware planter is wider than the plant’s nursery pot. This space is for your plant to grow into, should you choose to repot it. But remember, this is optional: as long as your plant still has room to grow in its nursery grow pot, and looks happy and healthy, you don’t need to lift a finger!

  For some, the mantra ‘plant care is self care’ means the convenience of leaving it in the nursery grow pot and for others, it may mean getting your hands dirty to repot. Do what works best for you! Do not be afraid to try different methods for different plants. Learn more here. 

• What type of plant care support do you provide?
  • Plant Care Library: Simply look up the name of your plant for easy-to-follow care instructions. Gift recipients receive instructions on how to care for their plants in their package, too.

    
    Tip: Forget the name of the plant? You can find the name of your plant in three places: your order confirmation email, the “Order History” section of your Account page and the packing slip included with your shipment when it arrives.

  • Blog: Our blog has tons of articles on how to care for your plants, from how to find the right spot in your home to when to water and more.
  • Workshops & events: We host monthly plant care workshops, both online and in-person at our stores. 
  • Plant Parent Club: Join our Facebook Group of passionate plant parents. Community members post questions, share photos, and offer plant care advice.
  • Customer Happiness Team: Finally, you can reach our team of plant care experts anytime. 

  
  LIVE CHAT 
  Mon–Fri 9am–9pm EST
  Response same day 

  EMAIL 
  Contact Us Form 
  Response in 1 business day

  INSTAGRAM
  DM @thesill
  Response in 1 business day

• My plant arrived healthy but now it’s not doing well. What should I do?

  If your plant arrived healthy but is no longer doing well, reach out to us with photos. We’re happy to help figure out what’s going on. Sometimes plants need a few weeks to acclimate to their new environment: your home or office. However, if your plant continues to decline in health during its first month, we will replace it for free as part of our 30-Day Customer Happiness Guarantee. 

  Tip: You can bring an online order into any of our shops for a replacement. Inventory online and in-store differs, so we recommend calling your closest shop in advance to ensure availability.

  If you purchased your plant more than 30 days ago, don’t worry. We have plenty of plant resources and experts to help. Learn about all the ways we help you care for your plants here.

• My plant arrived damaged, what do I do?

  We guarantee your plants will arrive in happy, healthy condition. If not, we replace them for free as part of our 30-Day Customer Happiness Guarantee. It’s natural for live plants to show minor signs of stress after transit but if the damage is beyond minor blemishes*, reach out to us within 30 days of receipt to receive a free replacement.
  
  The guarantee applies to all online and in-store purchases within the first 30 days. We require photos as proof of damage and to help us improve our packaging process. You can also bring an online order into any of our shops for a replacement. Inventory online and in-store differs, so we recommend calling your closest shop in advance to ensure availability.
  
  *Remember, it’s natural for live plants to show minor signs of stress after transit. You can help your plant perk up from its journey by gently pruning any foliage damaged during the shipping process, such as bent stems or yellow leaves. Removing damaged foliage gives your plant back energy for new, healthy growth. Need more plant care support? Find additional resources here. 

• Why does my planter not have a drainage hole?

  Our line of earthenware planters includes options both with and without drainage holes.

  Most of our small and medium plants ship in their nursery grow pot to allow for a safe ride to your doorstep. Added bonus: grow pots have drainage holes so you don’t have to be as mindful when you water. They also give you the ability to use decorative planters that don’t have holes—à la cachepot. The decorative planter serves as a saucer, catching excess water that drains out.

  If you choose a mini or x-small plant that ships potted, and your planter does not have a drainage hole, know our team has taken extra precautions to make sure that your plant is potted properly with a generous layer of lava rocks before the potting mix, to aid in proper water management. Lava rocks allow excess water to pool at the bottom of a planter, away from your plant’s roots, thus reducing the risk of root rot.

  Tip: when watering your plant, add no more than 1/3 of the planter’s volume in water, to avoid overwatering. Best practice is to feel the potting mix a few inches down first, and only water if the mix is dry.

• What if I’m interested in placing a large order?

  For large orders (quantities greater than 25) or corporate gifting inquires, please fill out our contact form. 

• What payment options do you offer?

  We accept all major credit cards, Apple Pay, Google Pay and Afterpay, which allows you to pay in installments.

  Find more information on Afterpay here.

• Why does my plant look different from the website?

  Live plants and small batch pottery will have variations in color, texture, finish, and size. While we make every effort to display our potted plants as accurately as possible, there may be subtle differences from what is displayed online.

• Why is my discount not working at checkout?

  Our discount codes cannot be applied to limited edition collections, products made by third party vendors (learn more below), subscriptions, and gift cards.

• Does The Sill carry product from other brands?

  We carry an assortment of products from independent makers and brands that share our aesthetic, values, and vibe. If your product is from a third party vendor or artisan, the brand’s name will be noted under the product name on the product's page. Discount codes cannot be applied to these products.

  Some of these products ship directly from the vendor. You won’t receive tracking information for those items, but can contact our Customer Happiness team for support on all orders.

  We only accept returns on products made by third party vendors if the item arrived damaged. If your order was damaged in transit, please fill out our contact form and we’ll get back to you within two business days. The form ensures we have what’s needed to help you as soon as possible, including photos.

Faux Plants

• Why do you also offer faux plants?

  We have customers who simply have restrictions – be it low light, busy schedules, small children or curious pets. Faux plants give everyone the ability to still bring greenery and joy into their space. We believe that plants, in all forms, make people happy.

• What are they made of?

  Our faux plants are made of a combination of fabric, plastic, wire, and foam. The larger plants have a base comprised of concrete and wood.

• But plastic?

  We hear you! Sustainability is important to The Sill. When it comes to our faux plant line, we use the best materials available to create a high quality, long-term addition to your home.

  More broadly, the greatest and most immediate impact we can have is on single-use items across our entire line – like our packaging, which we’re transitioning to be fully recyclable. We are constantly looking for opportunities to remove waste from our supply chain and make strides towards a more sustainable future.

• How do I dispose of a faux plant?

  Our faux plant line uses the best materials available to create a high quality, long-term addition to your home. If at any time you’re ready to relinquish your faux plant and do not have another home for it, please contact us and we can help you find a local retirement or nursing home, school, thrift store, charity, or other community organization to accept it as a donation.

Reward Program

• How can I participate in the reward program and earn points?

  You must create an account before you start earning points. Once you create an account, customers can start earning points for shopping with us, meaning you earn 1 point for every $1 spent.Your points can be redeemed for free products or dollars off a purchase.

• What happens once I create an account?

  If you’re ready to shop, you’ll automatically start earning points toward your next reward. If you need some time before becoming a plant parent, your account page outlines easy ways to earn starter points.

• Where in my account can I view my reward status and points?

  When logged into your account, you will be able to see your point balance, rewards and tier status in the “Account Details” section of your account.

• How do I redeem my rewards

  Simply shop The Sill while logged into your account. At checkout, your available rewards will appear and you’ll be able to select them for redemption, or save for later.

• What do your reward program tiers mean?

  We have 3 reward program tiers: Member, Insider and VIP. Tiers are based on annual spend so as you shop, you’ll move between these tiers and gain access to additional perks. Some of these perks include: early access to new products and a one year membership to the premium version of our favorite plant care app, Super Greg (a $20 value). Visit thesill.com/page/rewards to learn more and keep an eye on your email - we’ll be sharing occasional, limited-time rewards you won’t want to miss as you build your indoor jungle.

• Can I redeem my reward without purchasing anything else?

  At this time, rewards are only eligible to be redeemed with a purchase.

• What can I redeem my rewards for? What are the perks for different tiers?

  Your points can be redeemed for free products or dollars off a purchase. Simply visit thesill.com/page/rewards to browse reward redemption options and to learn more about our tiers and the benefits of each level.

• Will my rewards expire?

  Points are active for 12 months; they only expire if your account has been inactive for 12 months – meaning you haven’t made a purchase. Your “Birthday Gift” is valid for 30 days from the date it’s issued.

• Can I redeem multiple rewards at a time?

  Yes! You can redeem a $10, $15 or $20 off reward and a free product in one purchase. However, you cannot redeem multiple $10, $15 or $20 off rewards at a time, or combine monetary rewards with another discount code.

• Can I redeem my reward on a third party item?

  Yes! You can use $10, $15 or $20 off rewards for nearly any item on the site. The only exceptions are gift cards and subscriptions.

• I entered my birthday and have not received a birthday reward.

  Anyone can share their birthday to earn 25 starter points, and you will receive your 15% off birthday reward once it’s your birthday. Learn more about our tiers here!

  Note: If your birthday is in the same month you share it with us, meaning you log into your account January 1 and your birthday is January 15, your birthday gift will be sent the following month.

• When I shop in a store, will I earn points for my purchase?

  As long as you have an account with us, yes! Your in store purchases will help you earn points, too. When you check out, let the shop team member know the email address associated with your account so your points can be applied. If you don’t have an account, you can create one while in a store.

• Can my rewards be redeemed in store?

  At this time, all monetary gifts can be redeemed both in-store and online, but redeeming points for free product can only happen online at this time. This means you can use your $10, $15 and $20 rewards or your birthday gift in stores but redeeming points for free product happens as part of an online transaction.

• I have shopped in the store in the past, but didn’t give my email address for past purchases. Can you find my orders and add those points to my account?

  No, we can’t apply points for past purchases. An email needs to be associated with an account to earn points.

• What is the Greg: Plant Care Assistant App?

  Greg is one of our favorite plant care apps. for success by using plant science and artificial intelligence to create personalized reminders for when each of your plants needs attention! You can care for all the plants in your collection and connect with a social community of plant lovers. Anyone can join Greg for free, but when you become a Reward Program VIP, you unlock one year of free membership to the app’s premium version, Super Greg (a $20 value). Learn more about Greg here.

  After one year of complimentary Super Greg access, your Greg subscription will not automatically renew. You can choose to renew your subscription on a Monthly, Annual, or Lifetime basis. If you renew, you’ll keep your premium benefits. If you don’t renew, you’ll still be able to use the Greg App for free to care for up to five plants.

• Having trouble finding your Rewards?

  Check the Promotions tab in your email or add hello@thesill.com as a contact to ensure emails get delivered right to your inbox.

• I have a question about the Reward Program not answered here.

  Click our Live Chat bubble at the bottom right corner or fill out our contact form and we’ll get back to you as soon as possible. We recommend adding info@thesill.com to your contacts to ensure our responses land in your inbox, not your spam folder.

 

Monthly Subscriptions

• How do your subscriptions work?

  We currently offer two subscription types: Classic and Pet Friendly. Both types are applicable to all levels of plant parents, however our Pet Friendly Subscription ensures your monthly plant is considered non-toxic to cats and dogs.

  Every month, subscribers receive one new plant and one chic ceramic planter. You can choose between small or medium for your plant & planter size, and cream or black for your planter color when signing up. 

  Small includes a plant in 4" diameter grow pot and a planter with a 5" diameter opening. Medium includes a plant in 6" diameter grow pot and planter with 7" diameter opening. 

  The plants included in our subscription program are a mix of those available on thesill.com and specialty plants just for subscribers. We will try our best to provide variety and not repeat the same plant within a 6 month period. Please note planter shapes will repeat.

  New subscribers will be charged at purchase for the first plant, which will ship within two weeks. This means you may receive your first plant and the next month's plant within a 30 day period. After your first purchase, recurring charges occur the 10th of the month and the plant will ship soon after billing.

  *Subscriptions are a 3 plant delivery commitment. After your first 3 plant deliveries, you can skip a month or cancel your subscription at any time in your account. Subscription boxes can only be delivered within the contiguous 48 states. Promotions and discounts do not apply to subscription purchases.

• What is special about your subscriptions?

  We do the work for you—curating new easy-care and non-toxic plants for you to experience on a monthly basis and delivering them, along with a chic ceramic planter, directly to your door.

  Our plants are sourced from local growers to ensure the highest quality and to support family-owned businesses. We guarantee plants arrive in happy, healthy condition, or we replace them for free. And our ceramic planters are designed by our team to complement a range of styles, and are manufactured by a women-owned pottery company focused on limiting their environmental impact.

  Not sure how to care for your new plant? Our Care Library includes specific care instructions for each plant and our team of knowledgeable plant parents is just a message away.

• Why does your pet friendly subscription cost more?

  Subscription costs include your plant, ceramic planter, and shipping. Our pet-friendly option is $5 more per month because non-toxic plant varieties are not as commonly grown and therefore harder to source.

• Do subscriptions come potted?

  No. Plants ship in their grow pot, placed inside the ceramic planter. Simply enjoy as is or remove it from the grow pot and pot it inside the planter. It’s up to you!

  If you prefer to fully pot your plant, it just takes a few minutes. Our recommended approach can be found here. And if you don’t have potting supplies at home, you will be able to add potting supplies to your month box with no additional shipping cost.

• When will I receive my subscription box?

  After the first purchase, subscribers will be charged on the 10th of every month, and receive their monthly box sometime within that month. The flexibility with delivery date allows us to ensure we’re sending the healthiest, happiest plants directly to your doorstep. You will receive an email with tracking information once your monthly box is en route.

• How do I pause or cancel my subscription?

  Subscriptions are a 3 plant delivery commitment. After your first 3 months, you can skip a month or cancel your subscription at any time in your account. Log into your account here.

  No account? Simply create one with the same email you used to purchase your subscription.

• Can I gift a subscription?

  Yes—and they make great gifts! You can gift a 3-month or 6-month subscription. Simply click "Give as a Gift" on your desired subscription’s product page to purchase a digital subscription gift card. 

• Can I use a promo or referral code to purchase a subscription?

  No. Discounts cannot be applied to subscriptions unless otherwise stated.

• Subscription Terms and Conditions

  By purchasing a subscription, you agree and acknowledge that your subscription has an initial and recurring payment charge, and you agree that The Sill may submit monthly charges to your credit card without further authorization from you, until you notify The Sill that you wish to cancel or pause your subscription; provided, however, that you shall not be permitted to cancel your membership until after 3 plant deliveries. By purchasing a subscription, you hereby accept responsibility for all recurring charges. When you cancel your membership, your cancellation will apply to the next upcoming billing cycle (on the 10th of each both). At this time, you cannot use any promo or discount codes when purchasing a subscription.

• More questions about our subscriptions?

  Click our Live Chat bubble at the bottom right corner or fill out our contact form and we’ll get back to you as soon as possible. We recommend adding info@thesill.com to your contacts to ensure our responses land in your inbox, not your spam folder.   

Corporate Gifting

• Do you have an order minimum for corporate gifting orders?

  If your order contains 25 or more corporate gifts, it can be processed for you by our corporate gifting team. For orders that do not meet the 25 minimum gift requirement, we recommend placing your order directly online.

• Do you offer a guarantee for corporate orders?

  Your gift recipients are covered by the same 30-Day Guarantee that all customers of The Sill enjoy. If one of your recipients’ orders arrives damaged, they can reach out to us with photos within 30 days of receipt to enjoy our 30-Day Customer Happiness Guarantee.

  We recommend Corporate Gift recipients replace their orders with us directly. However, gift recipients can also bring their gift to any of our shops for a replacement. They just need to bring their shipment’s packing slip with them so we can reference the sender’s order number. Plant availability differs by location, so substitutions should be expected.

• When do I need to place my order by?

  Standard orders ship within 2 - 3 weeks after payment is received.

• Where can you ship and how much does it cost?

  We can deliver plants to multiple addresses within the 48 contiguous states. We offer $10 flat rate shipping per individual mailing address for all standard orders.

• Do you offer any discounts?

  We offer a 15% discount on orders over $10,000. The discount is applied to the total cost of the product and does not apply to gift cards, shipping costs, insert fees or taxes.

• Can I customize my gifts?

  We do not have the ability to customize our planters or message pops at this time.

• Can I include my own card with the gifts?

  Yes, there is a 50 minimum order quantity to include your own card.

  The insert fee to include a card that everyone receives is $2 per card. The card size should not exceed 4 inches by 6 inches.

• Can I purchase gift cards in bulk?

  If your order contains 25 or more gift cards, it can be processed for you by our corporate gifting team.

• Do you offer virtual workshops for corporate clients?

  Yes, we offer virtual plant workshops for corporate clients. We ask for a minimum of 30 attendees and 3-4 weeks in advance to set-up the event. Please contact us at corporategifting@thesill.com for more details.

Afterpay

• What is Afterpay?

  Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.

• How do I use Afterpay?

  Simply shop The Sill, add items to your cart and checkout as you normally would. At checkout choose, Afterpay as your payment method. If it’s your first time using Afterpay, you’ll need to register and provide payment details.

  If you’ve used Afterpay before, just log into your Afterpay account. Then complete your order—it’s that easy!

  Please note, all items in your cart must be eligible for payment with Afterpay to checkout using this payment method.

• How do I know if an item is eligible for Afterpay?

  All items that can be purchased using Afterpay will be marked with an Afterpay logo on the individual product page. This includes: live and faux plants, planters and accessories shown with the Afterpay logo.

  Items that cannot be purchased using Afterpay include: limited edition collections, products made by third party vendors, subscriptions, and gift cards. 

  If you’d like to purchase these items, simply place a separate order!

• I selected an Afterpay item - why isn’t it showing up in my cart?

  All items in your cart must be eligible for payment with Afterpay to use this payment method. If you don’t see an Afterpay payment option, its means one or more items in your cart are ineligible for Afterpay.

• How does the payment schedule work?

  Customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

  You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

• When will my items be delivered if I use Afterpay?

  Afterpay orders are delivered under our standard shipping time frame, like any order placed on thesill.com.

  Visit our shipping page for more information.

• Is there a limit to how much I can spend on a single transaction?

  Yes, your total amount due must be between $35 and $2,000 to use Afterpay on thesill.com.

• How do I return or exchange an item purchased using Afterpay?

  Items purchased with Afterpay follow The Sill’s return & exchange policy. The Sill will notify Afterpay of your return and Afterpay will process the appropriate refunds.

• Can I use Afterpay in your retail locations?

  At this time, Afterpay can only be used on purchases made on the thesill.com. We hope to expand Afterpay as a form of payment for purchases made in any of our The Sill store locations in the future.

• Where can I find out more about Afterpay?

  For common questions on payments, check out the Afterpay Payments FAQ.

  If you would like to know more about Afterpay in general, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms, purchase payment agreement as well as Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/privacy-policy.

  If you have any questions about your Afterpay account, please contact Afterpay directly via a web form found here.

Security & Privacy

Please reference our Terms & Conditions and Privacy Policy.