Frequently Asked Questions about Fernseed orders during COVID-19
Updated May 20, 2020
Are you open? Can I place an order?
Our Proctor storefront is closed to the public due to COVID-19 and our state's Stay Home Stay Healthy orders. Our web shop is open and accepting orders for shipping (anywhere in the continental US), local delivery (within ten miles of our shop, no bridge or ferry please), and free in-store pickup.
Can I place an order to pick up today?
We are not offering same-day pickup. You will be able to select your preferred pickup date and time when you purchase online. You will receive an email letting you know your order is ready to pick up.
Can I shop by appointment?
Not yet! We are waiting until guidelines allow us to safely welcome the public into our tiny shop, even in small numbers. Believe us, we’ll let you know as soon as we can invite you in again! We can’t wait to see you.
Can you suggest a plant for this spot in my house? What’s a good plant for a room with no light? Why is my plant dying? Can you diagnose it over Instagram DM?
Sadly, we are simply not able to provide our usual level of customer service over Instagram DMs at this time. We will respond to plant related DMs as time allows, but with our small team working limited hours while following social distancing protocols, we just don’t have the time.
We DO host a weekly Plant Tip Tuesday live on Instagram every Tuesday at 3pm Pacific time. Join in and bring all your plant questions and brags. You can even join the live broadcast to show our experienced staff member your plants and get advice. Follow us on Instagram @thefernseed.
Can I tell you what I want over DM and pay when I pickup?
No, I’m sorry. Please order through our website, www.thefernseed.com
Can I drop my plant off to be repotted?
Potting service is on hold until further notice. Stay tuned!
When will my plant get here? Can you tell me the status of my order?
Due to the high volume of incoming orders, inquiries, and reduced staffing, order processing is currently taking 10+ days. Our very small team is limited by time, space, and social distancing guidelines, and we are all working as hard as we can to get your plants and pots to you as quickly and safely as possible.
If there is a specific issue with your order such as the wrong address entered, please email our shipping team at email@example.com.
If you’ve placed an order in the past week or are just really excited, please do not email us for an update unless you need to modify your order in some way. We know how exciting new plant mail can be, but responding to a high volume of email and DM inquiries actually makes order fulfillment go more slowly for everyone.
Why was my order canceled/refunded?! It said it was in stock!
We are always working to ensure web shop inventory is an accurate reflection of what is truly available. Sometimes plants die, or simply aren’t looking happy enough for us to feel good about mailing them out to you. It's just the nature of working with a fresh product. We would rather refund your order than send a sad plant.
Why is my order taking so long to ship?
Because we have chosen to carefully comply with our state’s Stay Home Stay Healthy orders and guidelines, our tiny team is working mostly from home and only accessing the shop one at a time to pull, pack, and ship orders. Every plant, pot, and moss pole we ship has been carefully packaged to ensure that it comes to you in the best condition possible. This takes time. Due to high volume of orders, inquiries, and limited staffing, it is currently taking 10+ days to process your orders.
We thank you for your patience and your support!