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Email Address:
SUPPORT

Phone Number & Address
Mailing Address: (Not Open To The Public) The Fern Factory 1201 N Andrea Ln, Anaheim CA 92807
Phone (714) 221-4388 Fax (714) 237-0908
Returns and Exchanges for supplies
You may return/exchange most new, unopened items sold and fulfilled by our online store within 30 days of delivery for a full refund. We'll also pay the return/exchange shipping costs if the return/ exchange is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We'll notify you via e-mail of your refund once we've received and processed the returned item.
 
Items that are opened or returned more than 30 days after delivery will receive a partial refund
Shipping Delivery Time
We ship Monday & Tuesday to avoid layover at the warehouse over the weekend orders must be placed before Friday 2pm. Once your order is shipped, a delivery confirmation email will be sent to you with the carrier tracking number. Please feel free to access our order tracking page to track your shipment.
 
Please be aware that we DO NOT ship live plants if the overnight temps are below 32 Degrees. This is so you are assured to receive your order in perfect condition.
 
Calculating Shipping Cost
Shipping is UPS and will be calculated according to your zip code by weight, which we calculate and round up to the nearest pound. We do our best so over charges don't occur. We have had very good shipping results with UPS and suggest this as your choice. If you are not sure of the shipping, or have any questions, please email us. We ship Monday & Tuesday to avoid layover at the warehouse over the weekend.
Items Requiring Special Handling
Oversized and extremely heavy products (over 75lbs.) require a special surcharge from most carriers. The surcharge varies depending on the size and weight of the product. Our system will complete your purchase without calculating the shipping charge. One of our customer support agents will contact you with the amount of the special shipping rate. Please note that each shipment of these items requires an adult signature upon delivery. Once your order leaves our fulfillment center, you will be contacted by the shipper within 7 business days to arrange a specific time for delivery.
Is it safe to enter my card number online?
You can safely enter your entire credit card number via our secured server, which encrypts all submitted information. We utilize SSL and Verisign technologies to protect your purchase information. To provide you with an additional layer of security, all credit card numbers provided to our online store are stored on a computer that is not connected to the Internet. After you type or call it in, your complete credit card number is transferred to this secure machine across a proprietary one-way interface. This computer is not accessible by network or modem, and the number is not stored anywhere else.
What to do if my plant is Damaged?
If your plant is damaged in shipping you need to contact The Fern Factory within 24 hours of delivery . If possible send a picture with your e-mail and a new plant or refund will be issued as soon as possible





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