Customers with shipping addresses within the contiguous 48 states are eligible for Free Standard Ground Shipping when order criteria are met. To qualify, orders must have a subtotal of $75 USD or more of list (web) priced items.

The following items are not eligible for free shipping:

• Custom-priced and bulk-priced items
• Drop Ship items
• Other excluded products (as specified)

All orders ship via the most cost-effective carrier, which may include USPS, UPS, or FedEx. If you require a specific shipping provider for your location, please contact our customer service team at customerservice@pepperjoe.com before placing your order.

After placing your order, you will receive a confirmation email. Once your order ships, you will receive tracking information in a separate email. Please ensure your email address is correct at checkout, as we are unable to issue refunds for failure to receive tracking details due to an incorrect or non-functional email.

Any products where the weight exceeds 130lbs. are shipped via freight on wooden pallets. Due to their size and weight, it's crucial to understand the delivery process. Most pallets weigh between 200 lbs. and 1,500 lbs. Orders over 1,500 lbs. will also come on multiple pallets.

Delivery Notes

Every delivery requires:

Delivery Appointment: The freight carrier will call you to schedule a delivery appointment. Prompt scheduling is essential to avoid additional storage fees.  It's essential we have a good contact phone number for you to provide to the carrier.

Curbside Delivery Only: Trucks will remain curbside and will not drive down driveways.

Customer is Responsible for Unloading: Drivers are not permitted to assist with unloading due to liability issues.

No Forklifts or Lift-Gates Included: Free shipping covers delivery to your driveway only. Forklifts, lift-gates, and driver assistance are not included (with the exception of Automated Grow Racks and greenhouse plastic). 

Limited Access Locations: For very limited access locations, a terminal pickup may be required.

Driver Discretion: The driver will determine the safest drop-off point on your property, considering the safety of people, the load, their truck, and your property. They may not be able to deliver to your ideal location.

Provide Carrier Information: Please allow a delivery window and provide any additional location information to the carrier when they call.

Location Changes En Route: Changing delivery locations while your shipment is in transit will result in additional carrier fees.

Checking In Your Delivery: It is vital to thoroughly inspect your shipment upon arrival. Following these steps helps protect you and ensures a smooth resolution in case of issues:

• Document Everything (Photos!): Before unloading, take pictures of the pallet from all angles.
• Note Any Damage on Paperwork: Crucially, if there is any damage, you MUST clearly note it on the delivery paperwork BEFORE the driver leaves.
• Immediate Contact for Concerns: If you have any concerns or issues (including damage or missing parts), email contact@bootstrapfarmer.com immediately.
• Severe Damage/Mismatched Pallet: If the damage is severe, or the pallet does not match the pictures we sent to your email, contact us by phone at (888)-406-1982 or email at contact@bootstrapfarmer.com IMMEDIATELY. This allows us to determine the best course of action.
• Replacement Parts: Bootstrap Farmer will promptly send out replacements for any missing or damaged parts.
• Instruction Book & Pick List: Your Instruction Book and Pick List will be in a box near the top of the pallet. Use the pick list to verify your inventory.

Unloading Your Shipment

• Your Responsibility: Unloading the pallet from the freight truck is solely your responsibility.
• Unloading Methods: You can cut the strapping and shrink wrap and hand unload the items. You can rent an outdoor forklift for unloading.
• Weight Awareness: Pallets can weigh up to 1500 pounds.
• Safety First: You are solely responsible for your own safety, preventing damage to your load, and avoiding damage to the freight carrier’s property during unloading.
• Heaviest Components (for hand unloading):Greenhouse film box: 70 lbs. to 280 lbs. Hardware box: Up to 60 lbs. Most other bulk items are easily handled.
• Be Prepared with Help: The carrier will allow time for unloading, but be prepared with sufficient help. The driver is not paid or required to assist. Unload as quickly and safely as possible.
• Lift Gate Availability (Optional/Extra Cost): In some cases, a lift gate may be available, but this is at the carrier's discretion and will incur additional fees up to $150, for which you will be responsible.  All greenhouse kits are ineligible for liftgates.  Carriers will not use a liftgate due to the size and weight of the kit.

Transit Times

• Most shipments typically take between 5-10 business days.
• Please note that freight transit times are estimates only, and delays of several days are not uncommon and are outside of our control.  More remote locations should expect longer delays.

Understanding the Freight Process & Our Commitment

Once your kit leaves our facility, it travels through various freight hubs before reaching the hub closest to you, then on to the final delivery truck.

In the event that damage occurs during transit, established procedures are in place to protect both you and Bootstrap Farmer from financial loss. The detailed check-in and picture-taking instructions above are crucial parts of these procedures, allowing us to recoup losses and continue offering competitive pricing.

We are committed to getting you back on track quickly. If issues arise, please contact us right away. We'll promptly send out replacement parts. Your cooperation in following our instructions and being prepared for unloading helps us keep costs down for everyone.

At Pepper Joe’s, we want you to be 100% satisfied with your purchase. If for any reason you’re not completely happy with your order, please contact us at customerservice@pepperjoe.com, and we’ll work to make it right.

Return Eligibility & Process

• Returns must be approved in advance and requested within 30 days of receiving your order. *Please see below for more specific information on your product type.
• Items must be in like-new, unused condition to qualify for a refund.
• Customers are responsible for arranging return shipping and covering any related costs. We strongly recommend using a carrier that provides a tracking number, as we cannot issue refunds for items that are not returned to us.
• Please keep your tracking number until your return has been processed.

Refunds & Replacements

• Original shipping charges are non-refundable.
• If an order is returned to us due to an insufficient address, a refund will be issued, minus the original shipping cost. This process can take up to 3-4 weeks to complete.
• If desired, a replacement order can be sent at no additional charge upon customer request.

For any return-related inquiries, reach out to our team at customerservice@pepperjoe.com.

At Pepper Joe’s, we are committed to ensuring a smooth ordering experience. To support our customers, we provide tracking details and relevant shipping information to help monitor the delivery of their packages.

Package Theft & Customer Responsibility

In the unfortunate event of package theft, Pepper Joe’s is unable to intervene or provide a final resolution. Package theft is a crime that must be addressed with law enforcement, as they are the appropriate authority to seek restitution for losses incurred.

How We Can Assist

While we cannot replace or refund stolen packages, we can provide key shipment details to support customers in filing a police report, if necessary. Upon request, we can supply:

• Tracking number(s) and carrier details
• Delivery date, time, and total package count
• List of contents and product value

Preventative Measures

We encourage customers to take proactive steps to secure their deliveries, including:

• Choosing a secure delivery location
• Ensuring someone is available to receive the package during the estimated timeframe
• Using delivery instructions or carrier-provided security options where available

For further assistance, please contact customerservice@pepperjoe.com.

Germination Policy

We include easy-to-follow germination instructions with every seed order to help ensure the best possible results. Some seeds—especially super hot varieties—can be challenging to germinate.

While there are various methods for sprouting seeds, we recommend following our provided instructions for optimal success. If you choose to use a different germination method, please note that we cannot guarantee successful germination and will not be able to provide replacements for failed attempts.

Non-Isolated Seed Disclaimer

Some of our seed varieties are marked as non-isolated. While some of these were grown in controlled conditions, they are genetically unstable, meaning the resulting plants may vary in traits such as flavor, size, color, and heat level. These variations can lead to exciting and unique results, but they also make the plants less predictable from one generation to the next.

If you choose to plant non-isolated or unstable pepper seeds, please understand that variability is expected, and replacements will not be provided for differences in plant characteristics.

For any questions or concerns, please contact us at customerservice@pepperjoe.com.

Live plants and are shipped via USPS Priority & UPS Ground to U.S. addresses only.

Pre-Orders & Delivery Timing

• When placing a pre-order, you will be prompted to select your preferred delivery week.
• If no selection is made, we will automatically assign the earliest available delivery week.
• Orders will be shipped to arrive within the selected timeframe, weather permitting.
• Actual delivery times may vary based on your location—some shipments may arrive sooner or later than expected.
• Delivery dates are not guaranteed.

You will receive a tracking number once your order ships to monitor its journey to your doorstep.

Live Plant Considerations

• These are live plants, and extreme temperatures can negatively affect them. Please consider your climate and local weather conditions when ordering.
• Upon receipt, please inspect your plants and notify us of any issues within 48 hours.
• We are happy to assist with shipping-related damages or plant health concerns within this timeframe.

Refund & Replacement Policy

• We offer replacements or refunds for live plants reported as damaged or unsatisfactory within 48 hours of delivery.
• To process a claim, we may ask for clear photos of the plant(s) and packaging.
• We’re unable to offer refunds or replacements for issues reported more than 7 days after transplanting, as plant health can be impacted by many variables beyond our control.
• No refunds or replacements will be issued after 30 days from the date of delivery, under any circumstances.

For more assistance, click Here to contact Us.

For safety and quality reasons, we cannot accept returns of any consumable items that have been opened.

If your item arrives opened or damaged during transit, please contact us at customerservice@pepperjoe.com, and we will be happy to provide a replacement.