FAQ
Find answers to common questions about ordering, shipping, returns, products, and customer support at Ernesto Living.
Orders and payment
How do I place an order?
Select the product you want, add it to your cart, and proceed to checkout. Before submitting the order, you can review the products, delivery address, shipping method, and total cost.
Which payment methods do you accept?
We accept the payment methods displayed during checkout. Available options may vary depending on your location and device.
Is payment secure?
Yes. Payments are processed through secure third-party payment providers. Ernesto Living does not directly store your complete payment-card details.
Will I receive an order confirmation?
Yes. After placing an order, you should receive a confirmation at the email address entered during checkout. If you cannot find it, check your spam or junk folder and confirm that you entered the correct email address.
Can I change or cancel my order?
Email contact@ernestoliving.com as soon as possible. We will attempt to change or cancel the order if it has not entered processing or shipped, but changes cannot be guaranteed after submission.
What should I do if I entered the wrong address?
Contact us immediately with your order number and the correct address. We will try to update it if the order has not been processed or shipped. We cannot guarantee address changes after an order has entered fulfillment.
Shipping and delivery
Where do you deliver?
We currently deliver to the United States.
How much does shipping cost?
We currently offer free standard shipping on all orders to supported destinations. Any optional expedited shipping charge, if available, will be displayed during checkout.
How long does delivery take?
Orders are typically processed within 1–2 business days. After shipment, delivery normally takes an additional 2–4 business days.
The total estimated timeframe is approximately 3–6 business days. Weekends, public holidays, severe weather, customs processing, and carrier disruptions may cause delays.
How can I track my order?
We will send a shipping-confirmation email with available tracking information after your order ships. Tracking may take up to 48 hours to become active.
Will I need to pay customs charges?
International orders may be subject to import duties, taxes, or customs charges imposed by the destination country. If these charges are not collected during checkout, the customer is responsible for paying them.
What if my order is delayed?
Check the tracking information first. If tracking has not updated or the estimated delivery period has passed, email us with your order number. We will review the shipment and contact the carrier where appropriate.
What if tracking says delivered but I cannot find the package?
Check around the delivery location, any designated safe place, household members, neighbors, and notices left by the carrier. If the package is still missing, contact us so we can review the delivery and, where necessary, open a carrier investigation.
Returns and refunds
What is your return period?
You may request a return for an eligible item within 30 days after delivery.
How do I request a return?
Email contact@ernestoliving.com
Do not send an item back before receiving our instructions and approved return address.
Do I have to pay for return shipping?
Ernesto Living covers approved return-shipping costs when you use the prepaid return label we provide. Independently purchased return postage cannot be reimbursed unless we approved it in advance.
Can living plants be returned?
Living plants are perishable and cannot normally be returned for a change of mind. However, this does not affect your rights if a plant arrives damaged, unhealthy, incorrect, or otherwise not as described.
When will I receive my refund?
After we receive and inspect an eligible return, approved refunds are issued to the original payment method within 5 business days. Your bank or payment provider may require additional time to display the refund.
Can I exchange an item?
Yes, eligible items may be exchanged depending on availability. Contact us with your order number and the item you would prefer. If the replacement is unavailable, we will offer an eligible refund.
Products and plants
Will my plant look exactly like the photograph?
Living plants naturally vary in size, shape, foliage, color, variegation, and growth. Product photographs are representative unless the product page expressly states that the exact photographed plant will be delivered.
How are plants protected during shipping?
Plants are packed carefully to reduce movement and protect their foliage during transit. Shipment may be adjusted when extreme weather could materially affect plant health.
What should I do if a plant arrives damaged or unhealthy?
Contact us within 24 hours of delivery. Include your order number and clear photographs of the plant, its packaging, and the shipping label. We will assess the issue and provide an appropriate solution.
What should I do if another product arrives damaged or incorrect?
Contact us as soon as possible with your order number and clear photographs showing the product, packaging, and shipping label. After reviewing the issue, we may offer a replacement, return, or refund.
Are product colors and measurements exact?
We make reasonable efforts to provide accurate photographs, descriptions, and measurements. Colors may appear slightly different depending on your screen and lighting, while natural and handmade products may have minor variations.
Account and privacy
Do I need an account to place an order?
You can use the checkout options available on the website. If guest checkout is offered, you do not need to create an account.
How is my personal information used?
We use personal information to process orders, provide customer support, prevent fraud, improve our store, and comply with legal obligations. Please review our Privacy Policy for complete information.
Contacting Ernesto Living
How can I contact customer support?
Email: contact@ernestoliving.com
Phone: +1 914 639 3499
Email is the recommended contact method. We typically respond within one business day, excluding weekends and public holidays.
What information should I include?
For questions about an existing purchase, include your order number and the email address used during checkout. For damaged or incorrect products, also include clear photographs showing the issue.
What is your business address?
Ernesto Living
3641 Clayton Rd
Concord, CA 94521
United States
This is our business contact address. Do not send returns to this address unless our customer-support team specifically instructs you to do so.