Philo Tortum Auction
How do I check the status of an order?
Once your order is packed and shipped, you will get a notification with your tracking information.
How fast is the shipping & fulfillment?
You will receive an email that contains tracking information once your item(s) have been shipped – please allow a couple days for processing. Once shipped, most orders take anywhere from 2 to 8 days to arrive depending on the efficiency of your local postal service. In some cases, backorders do occur which can delay the process. Our goal is always to ship it out to you as soon as possible. You can expect to receive a notification that your order has been packed within 5 business days!
How much is the shipping?
Shipping cost depends on several factors such as size of the item or shipping distance. The shipping cost of your order is calculated based on these factors and will present to you before the payment.
Do you ship internationally?
UPshining only ships to the United States at this time!
What if my order is lost in the mail?
For packages lost in transit, all lost in mail claims must be submitted to firstname.lastname@example.org no later than 7 Calendar Days after the estimated delivery date. We will cover the costs of shipping a replacement order for you if it is confirmed that the shipping address you provided was correct. It would also be good for you to get in touch with your local post office to try locating the lost order. Keep in mind that if the tracking information states an order was delivered but you think you have not received it, we will NOT take responsibility and reship that order. In that case, any replacements would have to be at your expense.
My order shows it's been returned to sender, what is going on?!
If the tracking information was correctly delivered to you but it was unclaimed, shipments that go unclaimed are returned to us.
New shipping charges will be applied for orders that have been unclaimed or had an incorrect address originally provided.
How do I cancel my order?
If you need to change or cancel your order, please CONTACT US immediately. Once our warehouse has processed your order, we will be unable to make any changes.
Do I receive exact product shown in the listing?
If you order a plant, please note that you will not receive the exact plant in the product photo. The plant appearance may differ as each plant is unique. UPshining does not guarantee the exact height of the plant or the number of leaves that the plant will be delivered with.
My order arrived damaged, what should I do?
Please expect that plants might receive a small amount of transit damage or transit shock during the shipping process. If a plant receives above normal transit damage, please send a photo of the damaged product on the day of arrival and we will happily offer a replacement. Please contact us directly via email email@example.com if you receive a damaged planter. Please send photos of the damaged planters on the day of arrival. Please note we may take up to 24 business hours to reply to messages and we do not check our messages on the weekends/holidays. Your patience is greatly appreciated!
Do you accept return of plants?
We do not accept returns of plants. Our plants are kept in a clean environment, and we are unable to bring a plant back once it has left our facility. We ask that you are fully prepared to care for your new plant before you purchase.
Do you ship plants during the Winter?
We include heat packs so your plants stay warm in transit during the winter. In certain instances, we may hold your order due to cold weather—if this happens, we will be in touch to keep you updated.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. Please note that returns will need to be sent to the following address: 1707 Kings Rd, Unit 9, Schenectady, NY, 120304
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.