FAQ
Pricing and Availability:
Why do you require my zip code before I can see your pricing and availability?
- We will only ship to the following states: AL, AR, CT, DC, DE, GA, IA, IL, IN, KS, KY, MA, MD, ME, MI, MO, MN, MS, NC, ND, NE, NH, NJ, NY, OH, OK, PA, RI, SC, SD, TN, VA, VT, WI, WV
- We don’t want you to get all excited about our plants only to find out during checkout that they cannot be shipped to you.
- The purchasing options are sorted so that the nurseries closest to you appear first. This is helpful if you are concerned about plant provenance and/or want your plants to travel as little as possible.
- Although we offer free shipping, so that the price you see listed is the price you will pay at checkout, our costs will vary depending on where the plants will ship and our prices are adjusted accordingly.
Setting up an Izel Account:
What are your requirements to set up an account?
Setting up an account is free and there are no special requirements.
What are the advantages of setting up an account?
Setting up an account will speed up the checkout process, allow you to easily check on the status of your orders, view your order history, create and share a wishlist, among other conveniences.
I placed an order but it is not appearing in my account’s order history. Can you add it?
For orders to appear in your account, you must log in before placing your order. Regrettably, if you did not do so, we cannot retroactively add orders to your account history.
Shipping Schedule:
Can I choose a delivery date for my plants?
When you’re on the checkout page, you will find an option to select your preferred week to have the plants shipped. By default, the earliest available week for shipping will be displayed. Some weeks might not be available because we have reached maximum capacity for the week, or it includes a national holiday.
Can I choose the specific day I wish to receive my plants?
Regrettably, you may not. Each grower determines their shipping queue so that the plants that need to travel farther will ship earlier in the week than those going nearby. The goal is to have all plants delivered no later than Friday of the selected week so that they don’t spend the weekend in a container or in transit.
Can I change the shipping schedule after I have placed my order?
Yes, you may. The deadline to change, cancel or delay the shipment of your order, is Wednesday at noon ET, prior to your scheduled shipping week.
Ordering:
Can I add plants to an order that has already been placed so that I can receive a volume discount?
No, you may not, whether the order you have already placed was eligible for a volume discount or not. Volume discounts are based on the increased efficiency of processing one large order rather than several smaller ones. This increased efficiency translates into lower costs that we can then pass onto you.
Can I mix and match different species available as plugs?
Our plugs are sold in full flats only. We are exploring the possibility of offering a selection of predetermined mixed flats in the near future. But, for the time being, we will not mix and match plugs.
Do you sell wholesale, or offer volume discounts?
As re-wholesalers we cannot sell plants at the same price our wholesale growers do. But we offer volume discounts as indicated on the species’ pages. Once you factor in shipping and handling costs - that are included in our pricing but not in any wholesale gower’s list prices - plants purchased through us with a volume discount are fairly close to matching wholesale prices.
Sales Tax:
Do you charge sales tax?
We are currently required to charge sales tax for orders that ship to the following states:
- District of Columbia: 6%
- Maryland: 6%
- New Jersey 6.625%
- Pennsylvania: 6%
- Virginia: 5.3%
My organization is tax exempt, how do I avoid being charged sales tax?
If your organization is registered in any of the states listed above, you will need to set up an account with us (before placing an order) and email us your State Sales Tax Exemption Certificate. We will then mark your account as tax exempt and you will not be charged sales tax for any of your orders (you will have to log into your account before placing the order).
Cancellations:
How can I cancel an order, or part thereof?
To cancel an order, please email us the request by responding to the order confirmation email you received at the time you placed your order. If you no longer have the original email, please email us by going to the “Contact Us” page, and be sure to include your full name, and order number if available.
If I cancel an order, or part thereof, will I receive a full refund?
- You will receive a full refund if we receive a written cancellation request no later than noon Eastern time (ET) on the Wednesday prior to your scheduled shipping week. If you cancel only a portion of your order and the revised order total drops below the amount that qualified you for a discount, you will no longer be eligible for the received discount. In that case, your discount will drop to the next lowest published tier, and the change in applied discount will be deducted from your refund.
- The deadline to change, cancel, or delay the shipment of your order is noon ET on the Wednesday prior to your scheduled shipping week.
Email notifications:
General: we respect your privacy and will never use your data for any form of solicitation, nor will we ever share it with any 3rd party.
I did not receive an email confirmation for my order. Can you let me know if my order went through?
- Please check your spam folder, depending on the email service you use, some of our correspondence may get caught in your spam filter.
- Please verify that you are checking the correct mailbox. It sounds silly, but many customers separate email addresses for online purchases in an effort to reduce spam (not from Izel) on their primary address but then forget to check said mailbox.
- Are you using a webmail spamblocker? Some spamblockers require us (Izel) to send you (customer) a request before you will receive our emails. It will be your responsibility to “white list” emails from the izelplants.com domain. Without doing so, you will not receive order confirmations, tracking numbers, nor will be able to reach you if we have any questions or updates regarding your order.
Where Are My Plants?
My order was scheduled to ship this week but I have not received a tracking number. Can you give me a status update?
Our plants ship Monday through Wednesday. Exceptionally they might ship as late as Thursday depending on volume and your proximity to the grower. You will receive a tracking number as soon as your plants are on their way. The goal is to have all plants delivered by Friday of the selected shipping week
I received a UPS/FedEx tracking number for my order but their website is not tracking the package. Can you check to see if my plants have actually shipped?
Depending on the volume of orders for a given grower and a given week, they might generate shipping labels as early as Thursday of the previous week. You will be able to track your package as soon as UPS/FedEx picks it up and scans the shipping label.
UPS/FedEx indicates that my package was delivered, but I have not received it. What should I do?
All carriers have experienced a huge increase in the volume of packages they handle, especially for residential customers, since the beginning of the pandemic. Regrettably, some of the drivers will mark a package as delivered, even though it was not. In those cases, the package will typically be delivered the following day, so please be patient and contact us if you have not received your plants by close of business on Friday of your selected shipping week. Occasionally, a driver might also deliver the package to the wrong address, so please also check with your neighbors.
It is Friday, and I have not received my plants. Should I be worried?
On rare occasions, a package might be delayed for reasons out of our control. If your plants were stuck in transit, they will likely survive the weekend. If you have any concerns about the viability of the plants upon receipt, please photograph them immediately and send us the pictures. Be sure to include a legible photo of the plant ID tags. Also document any damage to the box before opening it, and include the shipping label.
Unboxing your plants and planting info:
Do you have questions about how our plugs are shipped, or how to plant them?
See our dedicated “Shipping and Planting Info” page.
Horticultural Practices:
Are any of the plants you sell wild collected?
None of our plants are wild collected. All of our nurseries and growers are committed to using the best horticultural practices. All of our plants are nursery propagated, from seed or stock that has been ethically collected.
Can you account for plant provenance?
We can for most of our species, upon request. As a rule, our growers’ propagation stock is sourced as locally as possible. However, there are exceptions: some species are rare and endemic to tiny areas. Also, in a pinch, growers might sometimes buy or sell seed from/to each other to help out based on their respective supply and demand. So, if provenance is of particular concern, a good starting point is to select a grower that is closest to you. This information is included in the Pricing & Availability tab for each species.
Do you use neonicotinoids on your plants?
We do not. Treating our plants with neonicotinoids, or other systemic pesticides that are absorbed by the plants, would be against our environmental mission.
What methods do you use for pest control?
We believe that pest and disease control begins with prevention. We use sterile growing mixes to reduce the chances of importing soil-borne pathogens and pests. When problems do arise remediation begins with correctly identifying the cause, then determining the appropriate protocol using earth-friendly methods. These include nematodes, beneficial predatory insects, soft chemistry and/or natural based bio fungicides.
Are your plants grown chemical free?
Maybe. Even organic fertilizers are actually chemicals. Most growing media that is sold in garden centers is nutrient poor, which is why they incorporate varying amounts of fertilizer. Our growers use similar media, however they mix their own based primarily on the drainage requirements of the species in production. Because these mixes are nutrient poor and neutral, the appropriate PH amendments and fertilizers are applied at each stage of growth according to the species’ requirements.
Some leaves on my plants look like they’ve been chewed by insects. Should I be worried?
On rare occasions, some plants will show foliage damage. This is typically only cosmetic and happens because the plants have begun to serve their ecological purpose as host plants. We take action when pests are spotted, but will let beneficial insects be.
If my plants die, will you send me free replacements?
We cannot guarantee our plants beyond their safe delivery. Although we will always try our best to help, there are too many factors beyond our control that can affect the viability of the plants once they are in your hands. Should the plants be questionable or show any signs of stress when they are received, we need to be notified immediately along with photos of the plants and their ID tags, so that we can address any potential problems and assess the plants’ viability.
Privacy Policy
Please see our privacy policy page.