Effective September 1, 2026
Claim deadline
Inspect the package promptly after delivery. A condition concern must be reported within 48 hours of the carrier’s recorded delivery time.
Required photographs
Include the order number and clear photographs of:
- the entire plant;
- the specific area of concern;
- the roots and base when relevant;
- the shipping box and internal packing; and
- the carrier label if the package was visibly damaged.
Keep the plant and packaging until the review is complete. Do not discard, repot, water, cut, graft, treat, or otherwise materially alter the plant before receiving instructions when doing so could prevent an accurate assessment.
Covered concerns
The guarantee covers a plant that arrives dead or with material rot, crushing, breakage, or another serious condition attributable to domestic transit or pre-shipment condition. An Exact Specimen listing is also covered if the delivered plant is materially different from the specimen shown in the listing.
Normal shipping stress
Minor dehydration or wrinkling, temporary color change, small blemishes, limited root loss, leaf loss, closed flowers, dry fine roots, and similar reversible shipping responses do not by themselves establish that a plant is dead or materially damaged. Live plants may need time and appropriate care to acclimate after bare-root international and domestic transit.
Resolution
For an approved claim involving a one-of-one Exact Specimen, the normal resolution is a refund to the original payment method because the specimen cannot be duplicated. For an approved Grower’s Choice claim, the customer may choose an available replacement or a refund to the original payment method. We will not make an unapproved substitution.
Excluded causes
The guarantee does not cover damage caused after delivery by an incorrect address, refusal or delayed pickup, prolonged exposure after delivery, inappropriate watering, repotting, treatment, environmental conditions, or care inconsistent with the plant’s needs. These exclusions do not limit rights or remedies that cannot legally be waived.