Warranty and returns
Every bare-root plant is covered on arrival and for one year after delivery. Here is exactly what is covered and how to make a claim.
If a plant is missing, wrong, damaged or dead when it arrives, contact us right away, before you plant. Send photos of what you received and we'll send fresh replacements.
If a plant dies within one year of delivery and qualifies, we issue store credit for its original purchase price.
Return a whole order in its original package within 14 days of receiving it for a refund. Return shipping is paid by the customer.
What is covered, and for how long?
Your coverage starts the day your plants are delivered. Timeline not to scale.
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Day 0Delivery day
Open the box right away. Missing, wrong, damaged or dead? Contact us before you plant, with photos of what you received, and we'll send fresh replacements.
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Within 24 hoursReport missing items
Missing items must be reported within 24 hours of delivery and before planting.
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Within 14 daysReturn window
Return a whole order in its original package within 14 days of receiving it for a refund. Return shipping is paid by the customer.
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Up to 1 year1-year warranty
If a plant dies within one year of delivery and qualifies, we issue store credit for its original purchase price.
Warranty terms: covered and not covered
Covered
- Damaged or dead on arrivalContact us right away, before planting, with photos. Fresh replacements sent.
- Wrong plant on arrivalContact us before planting, with photos of what you received.
- Missing itemsReported within 24 hours of delivery and before planting.
- A plant that dies within 1 yearIf it qualifies: store credit for its original purchase price.
Not covered
- Grown outside its zonePlants grown outside their recommended zone.
- Not planted per our instructionsPlants not planted following our planting instructions.
- Altered plantsPlants that were altered.
- Stored over 2 weeksPlants stored longer than 2 weeks after delivery.
- Free plantsFree plants are not covered.
- Claims without a photoA photo of the plant is required to confirm it has died.
Good to know
- Every required field on the warranty claim form must be filled in accurately.
- The plant's cost is credited as store credit, which can be used once.
- Shipping costs and taxes on replacement plants are paid by the customer.
- Orders placed with store credit ship on the posted shipping schedule.
How does a warranty claim work?
- Take a photo
A photo of the plant is required to confirm it has died. For problems on arrival, photograph what you received before planting.
- Fill in the claim form
Complete every required field on the warranty claim form accurately, with your order details.
- Get store credit
Qualifying plants are credited at their original purchase price, as store credit that can be used once.
- Replacements ship in season
Orders placed with store credit ship on the posted shipping schedule. Shipping costs and taxes are paid by the customer.
Returns
- Return a whole order in its original package.
- Within 14 days of receiving it.
- You get a refund.
- Return shipping is paid by the customer.
Substitutions
- Orders are filled exactly as placed.
- If a variety sells out, we may substitute one of equal or greater value.
- Refunds for substitutions are given on request, at half the original cost.
Why we can't promise every tree lives
No nursery can guarantee 100% survival. Trees can die from weather, disease, insects or planting conditions. That's why the warranty pairs with clear planting steps.
- Weather
- Disease
- Insects
- Planting conditions
Read the planting instructions · Why bare root? · Shop by zone
Warranty questions
My plant arrived dead. What do I do?
Don't plant it. Contact us right away with photos of what you received, and we'll send a fresh replacement.
My plant died after a few months. Am I covered?
If it's within one year of delivery and it qualifies, we issue store credit for the plant's original price. Start a warranty claim with a photo.
Do I get a refund or store credit?
Warranty claims are paid as store credit. Refunds apply to whole orders returned in the original package within 14 days of delivery.
Who pays shipping on a replacement?
For warranty replacements bought with store credit, the customer pays shipping and taxes. For plants that arrived damaged or dead, contact us before planting and we send replacements.
How long do I have to report a missing item?
Missing items must be reported within 24 hours of delivery and before planting.
Can I use my store credit more than once?
No. Store credit can be used once.
What if a variety I ordered sells out?
We may substitute one of equal or greater value. Refunds for substitutions are given on request, at half the original cost.