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Customer Service

Shipping & Delivery

Where We Ship To
We are headquartered in the USA but our product can be shipped both nationally and internationally.

When We Ship

Stocked Products
Stocked products usually ship within 2 to 3 business days. Please contact us if you require expedited processing

Stocked Products on Backorder
If a stocked product is on backorder, we will contact the customer. Backordered products can be left on backorder and shipped when the product arrives or we can offer suggestions on substitutions.

Custom or Made-to-Order Products
Production lead times on custom or made-to-order products generally range from 2 to 4 weeks. Once your order is placed, we will provide the customer with a production lead time.

U.S. Shipment Rates (excluding Alaska, Hawaii and Puerto Rico)
Shipping rates calculated at the time of checkout are for products shipping within the contiguous 48 states and exclude Alaska, Hawaii and Puerto Rico.

> $200 = FREE
$0 - $24.99 = $9.00
$25 - $49.99 = $11.00
$50 - $74.99 = $13.00
$75 - $99.99 = $16.00
$100 - $149.99 = $20.00
$150 - $199.99 = $25.00

International Shipment Rates (including Alaska, Hawaii and Puerto Rico)
For shipments outside the U.S., including Alaska, Hawaii and Puerto Rico, a shipment quote will be calculated and emailed to the customer for approval. Once the shipment quote is approved the order will be processed.

Delivery Options:

Ground
Silk Plants Direct ships via the most economical means, whenever possible. All domestic shipments will be made via UPS or FedEx Ground.

Express
Products can be express shipped via Air. A shipment quote will be calculated and emailed to the customer for approval. Once the shipment quote is approved the order will be processed.

Common Carrier, LTL or Dedicated Truck
The majority of our product can be shipped via Ground. However, large trees and custom plants typically exceed the shipping limits for Ground. When an order is unable to be shipped via Ground, a shipment quote will be calculated and emailed to the customer for approval. Once the shipment quote is approved the order will be processed.

Damaged Shipments & Claims
We do our very best to ship our product as economically as possible while still ensuring the product arrives to you safely. However, there are instances where product is damaged or lost in transit. If shipment is by UPS or FedEx, shortages and/or damages must be reported to Silk Plants Direct customer service department at 800-496-1997 or via email atinfo@silkplantsdirect.com within 7 days of receipt. Damaged merchandise must remain in the original master carton with all packaging for UPS or FedEx inspection and instruction as to disposition. No credit will be allowed unless authorized by customer service.
If shipment is by common carrier, LTL or dedicated truck, shortages and/or damages must be noted on your freight bill at the time of delivery. Make your claim against the carrier.

Additional Shipping Terms

Signature Requirements
Please be aware that we do not require a signature at the time of delivery unless specifically requested. Signature requests are subject to a fee.

Shipping to a P.O. Box
We are unable to ship our products to a P.O. Box.

Shipping Address Change

Once an order has shipped the shipping address cannot be changed by you or by our customer service department. If the package will not reach you because of an incorrect address, it will be returned to us as undeliverable. Customer will be responsible for all shipping charges which will be charged using the payment information provided at the time of checkout for your order.

Privacy & Security
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Returns & Replacements

We want you to be completely satisfied with your purchase. If you are unhappy with your purchase for any reason please contact us at 800-496-1997 or via email at info@silkplantsdirect.com for a Return Authorization number. You must notify us of your return within 7 days of receipt of the product. When returning the items repack them in their original box, secure the product in place so it does not move freely within the box, include a copy of the invoice with your return, clearly mark the box with the Return Authorization number, properly insure the product and ship the product via traceable mail. When returning an item the customer is responsible for all return shipping and insurance charges. Upon inspection of the returned merchandise a credit will be issued for the purchase price of the item(s); minus any shipping costs incurred on the original shipment to you. If the item you purchased had free shipping, the actual shipping cost will be deducted from your refund. Non defective items or refused orders are subject to a 20% restocking fee. Item(s) must be received in original condition (including all original packaging and tags); items returned in used, altered or damaged condition will not receive credit. C.O.D returns cannot be accepted. Returns must be received by us within 21 days of Return Authorization in order for a credit to be issued.

Damaged Shipments & Claims
We do our very best to ship our product as economically as possible while still ensuring the product arrives to you safely. However, there are instances where product is damaged or lost in transit. If shipment is by UPS or FedEx, shortages and/or damages must be reported to Silk Plants Direct customer service department at 800-496-1997 or via email atinfo@silkplantsdirect.com within 7 days of receipt. Damaged merchandise must remain in the original master carton with all packaging for UPS or FedEx inspection and instruction as to disposition. No credit will be allowed unless authorized by customer service.

If shipment is by common carrier, LTL or dedicated truck, shortages and/or damages must be noted on your freight bill at the time of delivery. Make your claim against the carrier.

Ordering
Orders can be placed online www.silkplantsdirect.com or via phone 800-496-1997. Representatives are available 8:30 AM - 5:00 PM CST Monday through Friday.
Payment, Pricing & Promotions
We accept all major credit cards including American Express, Visa and Master Card. In addition we offer Paypal as well as Google Checkout. For qualifying accounts we do accept purchase orders and offer payment terms.
Viewing Orders
Check the status of your order. In order to check the status you will need your Order ID, Billing Last Name and Billing Zip Code. If you don't have this information, you can review the status of your order by logging into your account
Updating Account Information
To update your account login to your account and select one of the various menu options for updating your information.
Trade
Sign up for a trade account to receive a wholesale discount and volume pricing.
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Location

Phone: +800 496 1997

6296 Bury Drive, Minneapolis, MN 55346 USA