Frequently Asked Questions

Do you guarantee the health of plants after purchase?

All plants are inspected and cared for prior to leaving Serpentine. Because plants are living organisms and their health is affected by conditions outside of our control, including light, temperature, watering, humidity, pests, handling, and placement, we cannot guarantee a plant’s continued health after pickup, delivery, or installation.

We are always happy to provide care guidance and troubleshooting support; however, this support does not constitute a warranty or guarantee of plant survival.

Do you offer ongoing plant care support?

Yes. If you have questions or notice changes in your plant, please reach out to us. Our team can provide general guidance regarding watering, light, placement, and care.

Plant care recommendations are provided as guidance only, as environmental conditions vary significantly from space to space. Ongoing support does not constitute a guarantee or warranty of plant health.

What should I know about vintage, antique, and handmade pieces?

Many Serpentine pieces are vintage, antique, handmade, naturally aged, or one of a kind. Variations in color, texture, finish, dimensions, patina, repairs, wear, oxidation, cracking, weathering, and other signs of age are expected and are not considered defects.

We encourage clients to review photographs, dimensions, and condition information and to request additional details before purchasing.

Are product dimensions exact?

Dimensions listed on our website are approximate. Because many of our plants, vessels, furniture pieces, and objects are handmade, vintage, irregular, or organic in form, measurements may vary slightly.

For projects requiring precise dimensions or clearances, please contact us to confirm measurements before purchasing.

What should I know before purchasing a plant?

Plants naturally change over time. Leaf shape, fullness, color, growth, orientation, and overall appearance may vary from photographs as a plant grows and responds to its environment.

Please confirm that your space provides appropriate light, temperature, access, and other conditions before purchasing. Serpentine can provide recommendations but cannot guarantee that a particular environment will be suitable for a plant.

What is your pickup policy?

Purchases are available for pickup by appointment from our Boyle Heights showroom and nursery unless otherwise arranged.

Customers are responsible for providing an appropriately sized vehicle and safely securing and transporting their purchase. Once an item has been picked up by the customer or their representative, Serpentine is not responsible for damage occurring during transportation, handling, unloading, or installation by third parties.

What should I know about delivery?

When delivery is arranged through Serpentine, pricing is based on the information provided regarding the item, destination, and site access. Additional charges may apply for stairs, elevators, difficult access, extended carries, oversized items, additional labor, waiting time, or conditions not disclosed before delivery.

Customers are responsible for providing accurate access information and confirming that purchased items will fit through all doors, hallways, elevators, stairways, and other access points.

What should I know about installation?

Installation services are quoted based on the anticipated scope and site conditions. Clients are responsible for informing Serpentine in advance of relevant access restrictions, building requirements, stairs, elevators, fragile surfaces, underground utilities, irrigation, or other site conditions that could affect installation.

Additional labor or equipment required because of undisclosed or unexpected site conditions may result in additional charges.

Can I cancel or change an order?

Because many Serpentine pieces are one of a kind and are removed from availability once purchased, orders generally cannot be canceled, changed, or refunded once payment has been made.

Any exception is at Serpentine's sole discretion.

What is your return policy?

All sales are final. Due to the living, vintage, antique, custom, and often one-of-a-kind nature of our inventory, Serpentine does not accept returns or exchanges unless otherwise agreed to in writing prior to purchase.

Natural variation, patina, age-related wear, minor differences in dimensions or coloration, and changes inherent to living plants are not considered defects.

We encourage clients to ask questions, request additional photographs or measurements, and confirm suitability, access, condition, and placement before purchasing.