FAQ's
Frequently Asked Questions
We've done our best to clearly and transparently answer our the most common questions our team receives. If you don't see what you're looking for below, please reach out us by emailing help@verthouse.com.
Shipping & Returns
What is Vert House return policy?
We want you to love your Vert House purchase. If you're not fully satisfied, we accept returns within 30 days of the delivery date, subject to the conditions below.
Eligibility: Items must be unused, in their original condition, and returned in the original packaging accompanied by proof of purchase. We reserve the right to refuse returns that do not meet these conditions.
How to initiate a return: Email us at help@verthouse.com with your order number and reason for return. Our team will respond within 2 business days with return instructions.
Return shipping: Customers are responsible for the cost of return shipping. We recommend using a trackable shipping method, as Vert House is not responsible for items lost in transit.
Please do not ship items back without prior authorization — unauthorized returns cannot be accepted.
Restocking fee: A 10% restocking fee applies to all returned items, calculated on the original purchase price.
Refunds: Once we receive and inspect your return, we will process your refund to the original payment method within 10 business days. You will receive an email confirmation when the refund is issued.
Non-Returnable Items
The following are not eligible for return:
- Items returned after 30 days of delivery
- Items that are damaged, used, or not in original condition
- Custom or special-order items (if applicable)
Exchanges: We do not offer direct exchanges. Please return your item for a refund and place a new order.
Package Protection:Verthouse customers are protected against lost, damaged, and stolen items with every order. If you have any issues with your order,please file a claim hereThis ensures a prompt resolution to any challenge you're experiencing with your order.
Final sale items: Items marked as final sale are not eligible for return or exchange.
When will my order ship?
Complimentary standard shipping on your first order only. Standard rates apply to subsequent orders.
Processing time: Orders are processed within 3–5 business days (Monday–Friday, excluding holidays).
Delivery time: Once shipped, most orders arrive within 5–7 business days via UPS Ground or FedEx Home Delivery. Total estimated delivery time is 8–12 business days from the date of order.
Shipping regions: We ship to addresses within the contiguous United States only. We do not currently ship to Alaska, Hawaii, U.S. territories, or PO Boxes.
Tracking: You will receive a shipping confirmation email with a tracking number once your order has been dispatched.
Where do you ship?
At this time, we ship within the United States, excluding Alaska, Hawaii, and PO Boxes. We hope to have shipping options available for our international customers in the future and recommend signing up for our newsletter to stay updated!
My plant arrived damaged, what do I do?
We're sorry to hear that. Please contact us at help@verthouse.com within 30 days of delivery with the following:
- Your order number
- A brief description of the damage
- Clear photos of the damaged item and packaging
Once we receive your report, our team will review it within 2 business days and arrange a replacement or full refund at no additional cost to you.
Contact: help@verthouse.com | 4216 W Jefferson Blvd, Los Angeles, CA 90016
Which shipping methods do you use?
Complimentary standard shipping on your first order only. Standard rates apply to subsequent orders.
Processing time: Orders are processed within 3–5 business days (Monday–Friday, excluding holidays).
Delivery time: Once shipped, most orders arrive within 5–7 business days via UPS Ground or FedEx Home Delivery. Total estimated delivery time is 8–12 business days from the date of order.
Shipping regions: We ship to addresses within the contiguous United States only. We do not currently ship to Alaska, Hawaii, U.S. territories, or PO Boxes.
Tracking: You will receive a shipping confirmation email with a tracking number once your order has been dispatched.
Orders & Products
Can I cancel or change my order?
Orders cannot be changed or canceled once submitted, as we begin processing immediately. If you believe an error was made, contact help@verthouse.com as soon as possible and we'll do our best to assist.
Are my payment details and data secure?
Vert House offers secure payment methods online directly through verthouse.com as powered by Shopify. All payment information and data are kept secure through Shopify standards and policies.
Are your products pet-friendly?
Yes, our faux trees are designed to be pet-friendly in terms of their appearance and materials; however, they are intended for decorative purposes only and should not be ingested by humans or animals. While we strive to use non-toxic materials, ingestion of any part of these products may pose a choking hazard or cause digestive discomfort. We disclaim all liability for any injuries, illnesses, or damages resulting from the improper use or ingestion of our products.
By purchasing or using our faux plants and trees, you agree to use them responsibly and keep them out of reach of pets or individuals who may attempt to consume them.
How are Vert House trees made?
Our products are made from premium materials, handcrafted by experts, and hand painted. From the materials chosen to work with and down to the finest detail, all of our products are carefully assembled and inspected by our specialists.