Return Policy

We value the relationship with each of our customers and work hard to earn your business. Your satisfaction is our top concern and our commitment is backed by our policies. If you are not entirely satisfied with your order, we are here to help. Within 7 days of receiving your order, please notify us of any concerns you may have.


If your order:

  • is missing item(s),
  • contains the wrong item(s), or
  • contains items that are broken or damaged due to poor packaging or mishandling,

let us know within 24 hours and we will send a replacement out to you immediately*.


*If we no longer have that specific item in stock, we can offer alternatives, or wait until it is back in stock to send a replacement.


If your order arrives in good condition, but:

  • you feel that the item is not as described,
  • you change your mind about the item, or
  • you no longer have need for it,

we will allow a return or exchange. Once the product arrives back at our facility in its original condition, we will issue a partial refund or ship the replacement product. We will not cover the cost of return shipping.


For packages that are lost in transit, we will send replacements or issue refunds at our own discretion. We are not responsible for items that are misdelivered due to customer error (ie. incorrect address, missing apartment number, other typos).


For questions or to arrange a return, please contact us by phone between 7am - 5pm Pacific Standard Time or send an email to info@nwwholesaler.com. 

Returns can be sent to the following address: 27177 185th Ave SE Ste 111-281 Covington, WA 98042. Please include your packing slip with the return. Shipping and handling fees are non-refundable.


Live Plant Orders

We guarantee all our plants and will always offer help with reviving a plant and/or ship a replacement if the plant does not arrive in good condition. However, we must be notified within 7 days, and there are some additional stipulations.

  • Before sending any replacements, we require a clear photo showing any damaged or unhealthy parts of the plant(s).
  • Please note that we cannot be held responsible for any damage caused to plants as a result of extreme weather conditions.
  • We kindly request that you take weather forecasts into consideration when ordering plants in cold/hot weather months, and make your purchase with caution. Please monitor the tracking information and expected delivery date, and promptly retrieve the package from your mailbox, open box, remove water gels, and place the bamboo in warm water (just for cold weather). In the event that you receive frozen plants, we will use our best to help you. We appreciate your understanding and patience in this matter.
  • Unfortunately, we have little control over the time that a package takes to arrive once it has left our facility. Major holidays can cause significant delays. Please order early to ensure timely arrival. If a live plant order arrives in poor condition due to delays in transit, we will offer a replacement or a refund at our own discretion.



    Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. NW Wholesaler reserves the right at any time after receipt of your order to accept or decline your order for any reason or to supply less than the quantity you ordered of any item.


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