Return & Pickup Policies
In-Person Purchase Returns
Return Policy
We gladly accept returns of most products purchased in person at the Garden Shop that meet the following criteria:
- Within fourteen (14) days of purchase
- Accompanied by a receipt
- In original packaging, and in good, sellable condition
Items that meet the above criteria may be returned for a refund to the original payment method or exchanged.
We cannot accept in-person returns of:
- Plants
- Consumable goods
- Seasonal items
- Final sale items
How to Return an Item Purchased at the Shop
Within fourteen (14) days, bring your eligible item to the Shop. Also required:
- Purchase receipt
- Original method of payment, if paid by credit or debit card
Please note that we cannot facilitate returns of items purchased in person at the Shop over the phone or by email.
Support with In-Person Returns
For questions about returning your item, please email orders@torontobotanicalgarden.ca or visit us in the Shop.
Plant Delivery Policies
Delivery Areas
Currently, we are thrilled to offer delivery service to the following provinces:
Ontario
Nova Scotia
Prince Edward Island
Newfoundland & Labrador
We look forward to expanding into additional areas soon!
Delivery Rates
Our delivery rates are set as a flat fee based on order price and province. For orders over $2,000 CAD, please email service@torontobotanicalgarden.ca for a shipping quote.
Delivery Replacement Policy
We offer a 90-day replacement warranty for all 1–5-gallon plants, with a 50% discount on replacements within a year. This replacement warranty cannot be used to receive a refund on any purchases. The following items are excluded from this policy:
- Annuals
- Hanging baskets
- Vegetables
- Herbs
Our warranty policy does not cover the absence of basic plant care.
Delivery Returns
Due to the nature of our products and packaging, we cannot accept returns.
If you experience any quality issues upon arrival, please email service@torontobotanicalgarden.ca, and we will be happy to assist you with a replacement and/or refund for your order.
Unfortunately, we cannot accept returns on sale items or gift cards under any conditions.
Please note: items ordered for delivery cannot be returned, refunded, or exchanged in person at the Garden Shop.
Delivery Cancellations
Ordered the wrong plant? No problem! If your order hasn’t shipped yet, there is still time to change it - but please note this may delay your delivery. Once shipped, we are unable to cancel without a fee, and orders are typically shipped within 1-3 days.
Delivery Support Contact
Support with your delivery plant order is available by contacting service@torontobotanicalgarden.ca.
Pre-Ordered Plant Pickup Policy
Picking Up
Plants purchased through our pre-order program must be picked up during the designated pickup window communicated at the time of purchase.
Pickups take place at the TBG Visitor's Centre. Room details will be in your order confirmation email.
Please have your order confirmation, order number, or receipt ready to show upon request.
For hellebore pre-orders, pickup takes place during a scheduled one-day event at the Garden. Please look at your order confirmation email for details.
Unclaimed Orders
As plants are living products with specific care requirements, unclaimed pre-order purchases cannot be held, returned, or refunded after the pickup window has passed.
Pickup Cancellations
Orders may be cancelled for a refund only if cancellation is requested before the close of the pre-order period. Once the pre-order window has ended, orders are considered final.
If You Are Unable To Attend
If you are unable to pick up your order personally, you may designate someone else to collect it on your behalf during the pickup window. Please let us know by emailing orders@torontobotanicalgarden.ca.
Exceptional Circumstances
In rare cases of significant extenuating circumstances, please contact us as soon as possible prior to the pickup date. While we cannot guarantee accommodations, we will do our best to assist where feasible.