FAQ
Frequently Asked Questions (FAQ)
Orders & Payment
Q: What payment methods do you accept? A: We accept Visa, MasterCard, American Express, Discover, Shop Pay, Apple Pay, Google Pay, and PayPal. All transactions are securely processed through PCI-DSS compliant payment processors.
Q: Is my payment information safe? A: Absolutely. Our website is protected by SSL encryption, and we never store your full credit card details on our servers. All sensitive payment data is handled exclusively by trusted, PCI-DSS compliant payment processors.
Q: Why was my payment declined? A: Common reasons include incorrect billing information, insufficient funds, or a security hold placed by your bank. Please verify that your card number, expiration date, CVV, and billing address are all correct. If the problem continues, try a different payment method or reach out to your bank directly.
Q: I was charged multiple times. What should I do? A: Please contact us immediately at info@rudysplants.com with your order number and a screenshot of the duplicate charge(s). We will investigate your payment records and resolve the issue as quickly as possible.
Q: Can I modify or cancel my order? A: You may request a modification or cancellation within 2 hours of placing your order, as long as it has not yet entered our fulfillment process. Please email us at info@rudysplants.com with your order number. After this window, your order may already be in processing and changes may not be possible.
Q: Do you offer international shipping? A: At this time, we ship only within the contiguous United States. We do not offer international shipping, APO/FPO delivery, or shipments to Alaska, Hawaii, or U.S. territories.
Shipping & Delivery
Q: How long will it take to receive my order? A: Orders are processed within 1–3 business days. After shipment, standard delivery typically takes 4–7 business days. Orders placed before our daily cut-off time (5:00 PM Pacific Time) are usually prepared for carrier pickup the next business morning.
Q: How much does shipping cost? A: We offer free standard shipping on every order — no minimum purchase required. There are no handling or processing fees.
Q: How can I track my order? A: Once your order ships, you will receive a shipping confirmation email with a tracking number and a direct link to monitor your delivery in real time. If you haven't received a tracking number within the expected timeframe, please contact us.
Q: Can I change my shipping address after ordering? A: Address changes can be requested within 2 hours of placing your order. Please contact us at info@rudysplants.com with your order number as soon as possible. After 2 hours, the order may have already entered fulfillment and changes may no longer be feasible.
Q: What happens if my package is lost? A: If your package has not arrived within the estimated delivery window, please contact us. We will coordinate with the carrier to investigate and determine the best resolution, which may include a replacement or full refund.
Q: What happens if my package arrives damaged? A: Please keep all original packaging and materials, take clear photos of the damaged item(s) and outer packaging, and contact us within 3 days of delivery. We will promptly offer a replacement or a full refund at no cost to you.
Returns & Refunds
Q: What is your return policy? A: You may request a return within 30 days of the delivery date. Items must be unused, unworn, and returned in their original, unopened packaging with all tags and labels intact.
Q: Which items are not eligible for return? A: The following are non-returnable:
- Items that have been used, worn, or personalized
- Items returned without original packaging, tags, or labels
- Items showing signs of wear, damage, or odor after delivery
Q: How do I start a return? A: Email us at info@rudysplants.com with your order number and the reason for the return. If the item arrived damaged or incorrect, please attach clear photos of the product and the outer shipping packaging. Once we review your request, we will provide a return authorization along with a prepaid return shipping label and detailed instructions.
Q: Do I have to pay for return shipping? A: No. Return shipping is completely free. We will provide a prepaid return shipping label once your return is authorized.
Q: How long does it take to receive my refund? A: After we receive and inspect your returned item, we will notify you of the outcome. Approved refunds are issued to your original payment method within 10 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear on your statement.
Q: I received the wrong item. What should I do? A: Contact us within 3 days of delivery with your order number and clear photos of the product and packaging. We will prioritize your case and offer either a replacement of the correct item or a full refund — at no additional cost to you.
Account & Security
Q: Do I need an account to place an order? A: No. You can browse our store and complete a purchase without creating an account. However, creating an account allows you to track orders, save your preferences, and enjoy a faster checkout experience on future visits.
Q: How do I reset my password? A: Please contact us at info@rudysplants.com and we will assist you with resetting your password.
Q: How do you protect my personal information? A: We employ industry-standard technical and organizational safeguards to protect your data, including SSL encryption, PCI-DSS compliant payment processing, and strict internal access controls. For full details, please refer to our Privacy Policy.
General
Q: How can I reach customer support? A: You can contact us through any of the following channels:
- 📧 Email: info@rudysplants.com
- 📞 Phone: +1 (323) 861-0223
- 📍 Address: 4126 S Hoover St, Los Angeles, CA 90037
- 🕐 Business Hours: Monday – Saturday: 8 AM – 8 PM | Sunday: 9 AM – 3 PM
Q: Do you offer exchanges? A: We do not offer direct exchanges. If you would like a different item, please return the original product for a refund and place a new order for the item you prefer.
Q: Can I track the status of my return? A: Once your return is authorized and the item is shipped, you can use the provided tracking number to follow its progress. After we receive and inspect the returned item, we will notify you of the refund outcome via email.
Q: What if my question isn't listed here? A: Don't hesitate to reach out to us at info@rudysplants.com. Our team is always happy to help, and we aim to respond to all inquiries within 24 hours.