Frequently Asked Questions:
Please click on the question below to be directed to that specific section and answer.
Will the plant(s) I order look like the photos? (back to top)
The answer is yes...eventually! HOWEVER, we sell mostly young plants; and generally speaking, ALL young plants of a given type (Venus Flytraps, or Nepenthes, or Sarracenia, etc.) look the same when they are young. So if we used photos of the young plants, every single Nepenthes (or Venus Flytrap, etc.) we have would look VERY similar. Because of this, we typically show photographs of more mature plants, so that our customers see what the plants they order will grow up to look like. This is not meant to be deceitful in any way...we just want you to be able to see what the different plants look like before you buy them!
We also make a point of listing the general sizing descriptions for each category on the main Category page for that type of plant.
Can I order now, but have my order shipped at a later date? (back to top)
Absolutely! Simply place your order in the usual manner, and specify when you want your shipment to arrive in the Order Comments area during checkout. This is especially helpful during Christmas, when you may prefer for the recipient to get their plants just in time for Christmas.
What shipping methods do you offer? (back to top)
We offer several methods of shipping in order to best suit the customer:
USPS Priority Mail - USPS Priority Mail is our standard shipping method, and we have found it to be very satisfactory...even in the pandemic. It offers delivery confirmation and basic tracking ability to determine where your package is while en route. Allow 2 to 3 business days in transit once you've been notified of your package being shipped.
USPS Express Mail - This service is more expensive, but is guaranteed by the post office to arrive on time. Generally Express Mail is one-business-day delivery (once mailed) to most ZIP codes in the continental U.S.
We ship orders on Mondays and Wednesdays only. USPS Priority Mail generally takes from 1-4 business days to arrive, depending on your location, but it is not a 'guaranteed delivery date' service. Average delivery time is 2-3 business days from date of shipment to most locations in the continental U.S. However, our shipping policy may be altered depending on availability of stock, order volume or weather conditions which may adversely affect live goods in transit.
Can I visit PetFlytrap.com in person, or pick up my order at your nursery? (back to top)
Due to unprecedented online order volume (and also because we do not have a retail nursery 'showroom floor'), we are not allowing nursery visits or curbside pickups at this time.
PLEASE NOTE: WE NO LONGER ALLOW CURBSIDE PICKUPS. WE ARE EXPERIENCING UNPRECEDENTED ORDER VOLUME, AND NEED EVERY SINGLE MOMENT WE HAVE TO ENSURE YOUR ORDER IS PROCESSED CORRECTLY, AND SHIPPED AS QUICKLY AS POSSIBLE.
I already placed an order. Can I add to/change my existing order or combine two separate orders to save on shipping? (back to top)
Due to increased order volume, and the risk of order mix-ups/errors, we are no longer allowing customers to add to or change existing orders, or combine one or more individual orders to save on shipping. If you wish to modify/add/combine orders, the only way to do so is to place a brand NEW order with everything that you wish to order, and then contact us to cancel and refund the original order(s). We can also cancel the original order BEFORE you place the new order if you wish; however, keep in mind that regardless of the timing of the original order cancellation, the items that you originally ordered could be out of stock when you place the new order.
What is your refund/return policy? (back to top)
We do our best to post messages regarding any shipping policy exception on our Facebook page at www.facebook.com/petflytrap. However, rest assured that when your order is pulled for shipping, you will receive an email from PetFlyTrap.com stating that the order is being shipped, including the tracking number that you can check for shipping progress.
Full refunds are only offered if an order has been placed and not yet shipped. If an order has shipped, the package MUST be returned unopened (refused by customer) in order to receive a refund for the purchase price of the item(s). Shipping charges are not refunded.
If a customer receives their shipment and is not satisfied, we make every effort to correct the issue. If a refund is requested, we may request to have the order returned to us in order to process a refund. Refunds will be processed once the item(s) are returned in the same condition in which they arrived to you. However, shipping charges are not refunded, and we do not reimburse for shipping charges for returned merchandise except by prior written approval.
What are your guarantees? (back to top)
We make every effort to deliver the HIGHEST quality products to our customers. We guarantee that our plants arrive healthy, and the products are as described. Please note that the plant photographs shown on our web site are meant to demonstrate what the plants look like at maturity, and do not necessarily represent the size or quantity of pitchers/traps/leaves on the plants as shipped. If a plant arrives dead or destroyed due to shipping, we will promptly replace the item with an exact replacement or comparable item when the exact replacement is unavailable, provided we are notified with photographic documentation of the damage WITHIN 24 HOURS OF DELIVERY BY THE USPS of your order.
USPS Priority Mail packages are automatically insured for up to the first $50.00 in value. For orders with a total item value of over $50, we strongly encourage the purchase of additional insurance from USPS when checking out. If additional USPS insurance is not purchased and your shipment is lost or damaged, PetFlytrap.com will only be liable for a maximum of $50.00 in value of your order.
Unfortunately, due to many variables, we cannot guarantee any live plant beyond the point it reaches the customer, as we have no control over the quality of care the plant(s) receives after delivery.
In some cases, the customer may be asked to return items they are not satisfied with in order to process a refund. However, shipping charges are not refunded, and we do not reimburse for shipping charges for returned merchandise except by prior written approval.
How long will it take to receive my order? (back to top)
The time in transit depends on the shipping method you selected and your location in the country. Average delivery time to most locations in the continental U.S. is 2-3 business days once your order is shipped via USPS Priority Mail. We ship on Mondays and Wednesdays only, so figure 2-3 days from that next shipping date after your order is placed. If you have purchased from a pre-sale category, refer to the information on that category's main page for shipping information. There is always a delay in the shipping of these plants as they settle in.
My order was damaged in shipping. What do I do? (back to top)
Please email us with pictures IMMEDIATELY at [email protected] to discuss the condition of your order, or to file an insurance claim (if insured package). You may also telephone us at (281) 433-3290.
USPS tracking shows my order was delivered, but I don't have the package. What now? (back to top)
We encourage you to check with your coworkers, neighbors, family, etc. to verify that someone didn't collect the package on your behalf. We have found that this is often the case! If this does not help you locate the package, we suggest contacting your local post office, or especially your regular USPS delivery carrier if you know them, to ask for more detailed information about where the package was placed. This is the fastest, most reliable way to track down your package. As a last resort, we can file a Search Request with USPS.com; however, it sometimes takes weeks for us to get any updated information from USPS.
Unfortunately, with the rampant issue of 'front porch piracy' and similar circumstances, we are not able to honor claims for packages that USPS shows as DELIVERED or NOTICE LEFT. It is your responsibility to monitor the tracking information for your package, and to ensure your packages are collected as quickly as possible upon delivery/notification by USPS to prevent these issues from happening. We are also happy to label your package to for HOLD AT POST OFFICE, and you can collect it there if you wish; just note this in the Order Comments section when you place your order.
Is there a warranty on my plant? (back to top)
We guarantee live arrival of the plants; however, due to many variables, we cannot warranty the plant once it's in your care. Please notify us IMMEDIATELY UPON RECEIPT OF YOUR ORDER if plants have been damaged in shipment.
Who actually delivers my order? (back to top)
Orders will arrive via the US Postal Service.
What happens if my order is returned to your office? (back to top)
On occasion, we receive an order back from a customer with a invalid address, or when the customer fails to claim the package.
We expect our customers to KNOW their own address and make sure their order is being delivered to an address with a valid mail receptacle, and to pick up their package immediately when it arrives.
If a package is returned, and the customer requests redelivery, the fees for shipping will be charged to the customer for re-shipping the order.
If a customer requests a refund due to a package being returned, we will refund the cost of items, less shipping fees.
Can I track my order? (back to top)
Yes. In the Shipping Confirmation email you will receive from us when your package is shipped, there will be a tracking number. This is available for all plant orders shipped via USPS Priority Mail and Express Mail. To track a package, visit www.usps.com and insert the provided tracking number in the appropriate tracking box.
What credit cards do you accept? (back to top)
We accept all major credit cards: Visa (preferred), Mastercard, American Express, and Discover. Due to increased online fraud, we have increased the security measures we use with credit card purchases. Pre-paid debit cards might not work on this site. You may also pay using Paypal by selecting Check/Money Order as your payment method, and submitting the payment for your order to our PayPal account at orders(at)petflytrap(dot)com. To pay by check, contact us at 281-433-3290 for assistance. Your order will remain in pending status for five working days to allow us to receive your check. Orders that are not paid within five days are subject to automatic cancellation, so please contact us if you need additional time for payment.
Checks / Money Orders should be payable to PETFLYTRAP, and sent to:
Can I send cash? (back to top)
While you can attempt this, we (and the USPS) strongly discourage sending cash through the mail. We cannot be responsible for lost payments, and your order will not be shipped without being paid for.
I don't live in the US. Can I still order from petflytrap.com? (back to top)
NO. Currently we do not ship outside the U.S.
For dry goods and other plant/terrarium supplies, we may be able to offer USPS shipping options - please email us at [email protected] or call us at 281-433-3290 for a quote and to place your order.
Live goods shipping to some U.S. protectorates is available; call or email for details.
Can I place an order by phone? (back to top)
You may call 281-433-3290 between 10am and 5 pm Central Standard Time (CST) to place an order by phone.
Please have your credit card information ready, as well as the items that you are interested in ordering.
I don't feel comfortable giving my credit card info over the web. How can I place my order? (back to top)
Although we have a completely secure web site for payment processing, if you do not feel comfortable entering your credit card details you may contact us by phone at the number below to give a representative your credit card details.
We recommend that you complete an order online before calling with your credit card information. During check out, select "PAY BY CHECK or MONEY ORDER" and continue to registration. This will allow the order to be completed in our automated system, resulting in accuracy while shipping, as well as expedited processing of your order.
You may call 281-433-3290 between 10am and 5pm Central Standard Time (CST) to place an order by phone.
Please have your credit card information ready as well as the items that you are interested in.
How do I order by check? (back to top)
We recommend that you complete an order online before sending a check for payment. Go shopping in our store and select the items you would like to purchase. Continue to check out. During check out, select "PAY BY CHECK/MONEY ORDER" and continue to registration. This will allow the order to be completed in our automated system, resulting in accuracy while shipping, as well as expedited processing of your order.
If you choose to send a check or money order without completing an online order, please insert a detailed letter of what it is you are ordering and how to contact you. Do not forget to include the exact shipping address. Please be aware that we have limited stock on some items. Your items could sell out before your written order comes to us.
You may then send a check to:
How do I pay using Paypal? (back to top)
We recommend that you complete an order online before sending a Paypal payment. Go shopping in our store and select the items you would like to purchase. Continue to check out. During check out, select "CHECK/MONEY ORDER" and continue to registration. This will allow the order to be completed in our automated system, resulting in accuracy while shipping as well as expedited processing of your order.
Please be sure to reference your order number, and include your complete contact information for verification if there are any problems processing your order.
Can I purchase your products for resale or in wholesale quantities? (back to top)
Please refer to the BLOWOUT SALE SECTION category for availability and pricing. Due to extremely high order volume, we are not able to offer additional discount levels. You can contact us via email at [email protected] with any questions, but the items listed in the Blowout category are the only ones that are available in larger quantities. Again, we are a retail online nursery, and do not typically have plants in larger quantities.
Do you offer co-branding or private label products? (back to top)
We have been approached with opportunities to develop co-branded or private label products. Please contact us with your ideas to discuss any potential project. Anything is possible!
IÃ¢€â„¢m doing a school project; can I use your information? (back to top)
Yes please!! We encourage our customers and web site users to use our site as a tool for information and learning. If you are participating in a project where direct use of our published information is beneficial to you, please contact us at [email protected] for permission in writing.
Can I get a catalog of products from you ? (back to top)
Unfortunately, we no longer produce a printed catalog due to the rapidly changing inventory on hand. Everything we have available currently is posted on our website.