Frequently Asked Questions

Winter Shipping Protection FAQs ❄️

• What is included in the Winter Shipping Protection (WSP)?

  When you add WSP to your order, our dedicated team personally checks weather conditions and implements necessary precautions to ensure your plants arrive in perfect condition. This may involve using heat packs, applying special packing techniques, and scheduling shipments on specific days.

• Is Winter Shipping Protection refundable?

  No, WSP is a non-refundable purchase.

• What happens if I don’t purchase Winter Shipping Protection?

  Without Winter Shipping Protection (WSP):

  
  

  • Temperature checks won't be conducted.
  • Heat packs won't be included.
  • Special packing procedures won't be followed.
  • We may not ship on certain days unless WSP has been purchased. If your plants are damaged due to cold temperatures and WSP was not purchased, they will not be replaced.

  
  

  
  

• Why is there a charge for WSP now, when it was free in the past?

  The winter shipping process has become more time-consuming, and material costs have risen significantly since the onset of the COVID-19 pandemic. Charging for WSP helps us cover these expenses, ensuring we can continue providing the high-quality service you've come to expect and appreciate.

Common Questions ❓

• Do I have to repot my plants once it arrive?

  Absolutely not! When your plant arrives, give it time to settle into its new home. Place it in the desired spot, and let it acclimate for about two weeks. During this period, your plant adjusts to the specific light levels and temperature of your home, which may differ from the greenhouse environment.

  After this acclimation period, feel free to pot it into its ceramic planter if you wish. You might notice that the earthenware planter is wider than the nursery pot—this extra space allows your plant to grow. However, keep in mind that repotting is entirely optional. As long as your plant looks happy and healthy with sufficient room to grow in its nursery pot, there's no need to rush into repotting!

• How will my plant arrive?

  Rest assured, your plant babies will arrive in top-notch condition! Using our distinctive and eco-friendly packaging method, each plant is carefully boxed or wrapped with corrugated cardboard, tissue paper, and craft paper. To keep them securely in place, we utilize recycled wood straw. We go the extra mile by testing our boxes – flipping them upside down to ensure your plants stay perfectly in place throughout the journey! Your green friends are in good hands.

• I have only received part of my order. What to do?

  No worries if you've only got part of your order! Our plants come from different nurseries and might arrive in separate shipments, typically 1-2 days apart. It's all part of ensuring your green friends reach you in top-notch condition! 🌿

  If you do not receive the remaining packages within 48 hours contact support at info@mygreenscape.ca

• What is the Life Time Support?

  Absolutely! Lifetime support means you can count on us whenever you have questions or uncertainties about your plant. Whether you're puzzled by its behavior or just want to ensure it's thriving, we're here for you. Connect with us on Instagram @mygreenscapeto or shoot us an email at support@mygreenscape.ca.

  However, it's important to note that the lifetime support ends if, unfortunately, the plant is no longer with us. Please keep in mind that while we're happy to help troubleshoot issues, the support does not include replacing deceased plants.

• I am not satisfied with my delivery.

  Curious about our 30-Day Happy Plant Guarantee? Dive into the details, from eligibility conditions to expert care tips, ensuring your plant's joy is our top priority. Learn more about our commitment to your green companions' happiness!"

  Learn More Link:

  Explore MyGreenscape's 30-Day Happy Plant Guarantee

• Would it be possible to visit your store to view the plants? I'm undecided.

  Absolutely! We appreciate your curiosity. Although we don't have a traditional store for in-person visits, you can discover our entire plant collection right here on our website. If you find the perfect plant and decide to bring it home, we do offer convenient local pickup options at our Richmond Hill and Aurora locations. Take your time browsing online, and don't hesitate to reach out if you have any questions or need help choosing the ideal size for your preferences. Happy exploring!

Orders Delivery and Pickup 🚚

• Where do you deliver to?

  Our delivery radius extends across the entire province of Ontario & Quebec. If you're in the Greater Toronto Area (GTA), your plants get a special touch with hand delivery, ensuring they arrive at your doorstep in pristine condition. 🚚🌿

• How long does the delivery take?

  With express shipping, we fast-track your order, shipping it out within 1-2 business days. Once it's en route, you can anticipate its arrival within the next 1-2 business days. Swift and convenient – just unwrap and savor the green delight!

• What if I missed my local delivery?

  If you happen to miss your local delivery, don't worry! Our Delivery Representative will reach out to you via phone to ensure someone responsible is available at home.

  In case you miss the delivery for the first time, your order will be placed back in the delivery queue. Expect a redelivery within 2-4 days for Toronto core areas or up to 7 days for other locations.

  Missed it again? A redelivery charge will be applied for the second attempt.

  Should you decide to cancel the order after a delivery attempt, a $15 delivery charge will be applied for each unsuccessful attempt.

  Make sure to provide your phone number during the order so we can easily communicate with you to coordinate the delivery schedule.

• What should I do if my plants arrive damaged?

  If, unfortunately, your plants arrive damaged, we sincerely apologize for any inconvenience. Your satisfaction is our utmost priority. Please reach out to our customer service through the contact form, and we'll work together to find the best solution for you.

  To help us evaluate whether the damage occurred during transport, we kindly request you to get in touch within the first 72 hours after receiving your order. We appreciate your prompt communication in these situations.

• Why does my plant look different from the website?

  Your plant might look a bit different from the website, and that's totally normal! Live plants naturally have variations in color, texture, finish, and size. Even though we try our best to showcase them accurately, you might notice subtle differences from what you see online. It's all part of the unique charm of each living plant!

• Do you offer local pickup?

  Absolutely! We provide in-store local pickup at our Richmond Hill Location. Our doors are open

  
  

  Wednesday to Sunday from 12 PM to 6:30 PM, and we're closed on Monday and Tuesday.

  
  

  Your pickup orders are typically ready within 24 hours, and you've got a 15-day window to swing by and grab them. Easy peasy!

Plants and Care 🍂

• Where do your plants come from?

  Our plants embark on a journey from various greenhouses across Canada. We prioritize short delivery routes to ensure your plant arrives happy, healthy, and full of vitality.

  Green plants thrive in the favorable conditions of Canadian and American greenhouses. Yet, it's worth noting that most cuttings (mini plants) used for growth are imported from South American countries.

  Our online shop streamlines the supply chain, focusing on transparency. We've shortened the path from the greenhouse to your doorstep, making it easier for you to welcome a thriving plant into your home.

   

• How can I tell which plants are animal-friendly?

  Spotting our pet-friendly plants is easy – just look for the "Pet-Friendly Plant: Yes" tag on the product page. Once you've found it, you can be confident it's safe for your pets. Explore more pet-friendly options in our collection here. Happy browsing!

  
  

  
  

  
  

  
  

  
  

  
  

• What should I do if my plant seems not doing well?

  If your plant isn't thriving, no worries – we've got your back! Just snap a quick picture of your plant and share it with us through our Lifetime Support Page or shoot us an email at support@mygreenscape.ca. We're here to lend a helping hand! 🌿

Bios Nutrients 🌱

• How Much Should I Use?

  Top Dressing: 2 tablespoons per square foot of soil.

  Mixing With Soil: 1 Cup per cubic foot of soil.

• How Often Should I Use It?

  Once per month for best results! Can be used once every 2 months for succulents.

• Why Is There White Mold?

  Don't worry, this isn't mold! It is actually a visible form of a healthy bacteria culture called Actinomycetes. It actually acts as an anti-bacterial & anti-fungal agent in your soil which pushes out all bad bacteria/fungi, and replaces it with ones that help your plant! It is also spreading out and breaking down the nutrients present on the soil surface such as those found in BIOS!

• Can I Use It On Any Plant?

  100%. BIOS is completely safe for all plants, no matter its shape or size.

• How Many Plants Can One Bag Cover?

  A single 45g bag will cover 4 square feet of soil surface!

• Can I Use BIOS With Other Fertilizers?

  Yes it is completely safe to use along side other fertilizers. The nutrients in BIOS break down slow enough that they should never burn your plant on its own. That being said, the fertilizer used along side BIOS could burn your plant if it is not slow release, and if it is used in excess. Watch our for synthetic salt based fertilizers as they can create salt build up around your roots which prevent the uptake of nutrients, and kill the microbes in the soil.

• Is Your Packaging Actually Compostable?

  Yes it is! Our bags are made from kraft paper, PLA (plastic from plants!), and an ALOX coating (aluminum oxide, which is also compostable), all of which can be completely broken down within 30 days in a commercial composter. We have learned that 'biodegradable' packaging can actually mean 40-60% biodegradable, and the other portion mimics biodegradation by turning into micro-plastics, which is ultimately worse for our environment as we can never recover them!

• Why Do My Plants Need BIOS?

  Generally speaking, we all lead very busy lives, and sometimes our plants unfortunately get neglected. When the soil dries out too much, bacteria and fungi cultures can become stressed and begin to die off. After repeating this pattern eventually you are left with a dead soil, and your plant will suffer. By adding BIOS to your soil, you will reintroduce life back into your soil. Bacteria can protect your plant from disease, and break down nutrients that your plant cannot absorb on its own!

• Are BIOS products pet safe?

  Our products are 100% pet safe! Our beneficial bacteria cultures act as a pro-biotic, and majority of our ingredients are actually found in pet supplements! Our goal was to ensure that you wouldn't have to hide BIOS so it can stay where is belongs; with your plants.

• My White Fuzzy Layer Hasn't Showed Up!?

  Don't worry! It only takes a small amount of water to bring the bacteria cultures out of hibernation and begin moving throughout your soil. Just be patient and this layer will usually show up over time with regular waterings!

• Can I Use BIOS With Leca Or Other Soiless Mediums?

  Yes! It is perfect for soiless mediums as they usually have less microbial content to protect vulnerable roots. We recommend making a tea out of the BIOS just to keep it free of decomposing organic matter. To do this, add a good tablespoon of BIOS per 500ml of warm water, give it a good shake, and let sit for 24-36 hours. This will reactivate the bacteria cultures and put the nutrients & minerals into solution. 

• What Is The Shelf Life Of Your Products?

  All of our products have a 1+ year shelf life as long as they do not get wet. Our BIOS bags have a protective barrier inside to help keep moisture and water out, and our foliar sprays have child-proof caps to ensure they are sealed.

• Is BIOS Just For House Plants?

  Not at all! BIOS is the perfect addition to gardens, cannabis cultivations, and agriculture! No matter what or where you are growing, BIOS can help.

• What Is A Surfactant/Wetting Agent?

  A wetting agent (or surfactant) lowers the surface tension of water, allowing foliar sprays to "stick" to your leaves and increasing its efficiency of feeding/protecting your plants! We recommend Yucca extract as the most effective natural wetting agent. 

Rewards Program 🤗

• How to Join Mygreenscape Rewards Program?

  You can participate in the MyGreenscape Reward Program by first creating an account on our website. Once you have created an account, you can start earning points and rewards on every purchase you make. You can also seamlessly manage your rewards, check point balances and redeem rewards through the rewards page.

   

  Click here to Join Program

• What happens once I create an account?

  Once you create an account, you can unlock a 15% welcome discount with our rewards program. You will also be enrolled in the loyalty program, which allows you to earn points when you purchase from participating stores. Depending on the promotion, additional discounts & offers may apply.
  You will also be subscribe to our News letter for insider news, product launches, and more.

• How do I redeem my reward points?

  Simply shop Mygreenscape while logged into your account. At checkout, your available rewards points will appear and you’ll be able to select them for redemption.

• How Long are my points valid for?

  Points are valid for 12 months; they only expire if your account has been inactive for 12 months—meaning you haven’t made a purchase. 

• I have a question not answered here

  Fill out our contact form and we’ll get back to you as soon as possible. We recommend adding support@mygreenscape.ca to your contacts to ensure our responses land in your inbox, not your spam folder.

Returns and Replacements 🚩

• What is your return policy?

  At MyGreenscape, your plant satisfaction is our priority. If you're dissatisfied within 15 days of purchase, simply return your plants in their original condition—no alterations or damage. Our guarantee for online purchases extends to the first 30 days. For more details, visit our Return Policy page.

  To initiate a return, contact us at info@mygreenscape.ca within 15 days of purchase. Please note that return shipping costs are non-refundable and are the responsibility of the customer. We recommend using a trackable shipping service, especially for items over $75. Contact us at info@mygreenscape.ca for any further assistance.

Other ⭕

• Any question?

  You can contact us through our contact page! We will be happy to assist you.