We only ship out beautiful, healthy plants! Please track your package and open it immediately upon arrival. If you receive your package and are not satisfied, please message us immediately. Fragile plants such as bearpaw, baby toe, etc. may break or loose a few of their leaves during transport. Please contact us for replacements if your plants are severely damaged. We'll try our best to accommodate you. COVERED BY QUALITY GUARANTEE: No roots Root rot Disease Broken stems Pest infestation (mealy bug, aphids, scale, etc) Numerous broken or missing leaves Incorrect or missing plant or product Visible damage to pots, planters, or other accessories NOT COVERED BY QUALITY GUARANTEE: Dried or wilted bottom leaves (naturally occurring in all plants; can be easily pulled off without damaging the plant) Potting soil on leaves (easily washed off with first watering) A couple of broken, missing, or wilted leaves, as long as 10 or more healthy leaves remain intact Minor color / shape differences from photograph in product listings (many succulents change color / shape continuously) Cold damage to packages without a heat pack Assorted products that differ from product photograph (EG: collections and trays where selection is our choice) Plants may be slightly larger or smaller than the pot they are grown in, depending on availability or time of year. Sedums such as Cherry Tart and Lime Zinger are dormant in the winter, i.e. they wilt, start dropping leaves, and look dead. It's simply a survival mechanism that help succulents stay alive over the cold winter and gear up for warmer days ahead. It is the responsibility of the buyer to determine if extreme weather will impact the healthy shipment of their plants. Upon buyer’s request, we will hold the plants until notified that it’s OK to mail them. Please note that we cannot be NOT responsible for cold damage to packages without a heat pack. Thank you for your understanding.