SubstrateSource ("SS") utilizes various carriers, including but not limited to USPS, FedEx, and UPS. Tracking information will be provided to you via email at the time of shipping. Most orders are processed within 3 business days. Unfortunately, we do not ship outside the US.
Free Shipping: Free Shipping is provided on select items or when certain promotion conditions are met. Terms and conditions for Free Shipping are detailed in the item product page or in the promotion notes.
Transit Time: Our shipping facility is located in Southern California. In all but rare instances, your order will ship from this location. Transit time will depend on the date and time that an order is placed, its contents, shipping rate, and proximity to our area.
Order Processing: Most orders containing non-living items ship within 1-2 business days. Orders containing live plants or animals may be delayed further at the discretion of SS in order to minimize the package transit time or exposure to extreme weather conditions.
Hold for Pickup: In rare instances we may add the "Hold For Pick Up" option to your order. "Hold For Pick Up" packages will be held at your local US Post Office for you to retrieve (I.D. required). An email will be sent to you from USPS once the package has arrived at your local post office. This is a free service and included to protect your order from weather damage or possible theft.
Order Cancellations & Change Requests: Please contact us if you would like to cancel or modify your order.
Order Status: Please contact us with any questions regarding the status of yourorder.
Delays: Carrier delays due to inspections, accidents, weather, or other unforeseeable events are unpredictable and outside of our control. Please track your package in order to receive updates on the carrier’s anticipated delivery date.
Holidays: SS observes US federal holidays (Federal Holidays). Additional carrier holidays may also impact our shipping schedule and package transit time.
Labeling: Packages containing live plants are labeled in accordance with the Terminal Inspection Act (7 U.S.C 7760). (USPS). USDA and state agriculture agencies are authorized to inspect live plant shipments at Postal Service inspection sites. Inspections are conducted in the presence of a Postal Service employee. In the event you are contacted regarding an inspection, please refer the inspector to the packing list, which contains our contact information as well as the plant identification information. If your shipment requires additional labeling to comply with your state or local regulations, please contact us prior to placing your order.