Our Replacement Policy
When you open the box
We strive to bring you healthy plants and trees. Every tree is personally inspected by the owners of the company before it leaves our nursery. We guarantee that our plants and trees will arrive alive and healthy. If you find they are unacceptable for any reason, just email us immediately. We will typically ask that you provide some photo evidence of your issue and we will work with you to resolve it. In the event that the tree is unsatisfactory, we will send a replacement tree at no cost to you.
After you plant the tree
Once the tree arrives to you there is a lot that can happen, so please remember to contact us immediately if there is a problem. We do not accept returns.
In order to qualify for a refund beyond your initial reception, you must demonstrate that you followed our planting guidelines (also included in your confirmation email). If you have a problem with the tree in the first 30 days after arrival take a few pictures of the planting site and send it to us at firstname.lastname@example.org. We will work with you to resolve the issue and replace the tree if necessary at no cost to you. We will provide a 50% store credit up to 60 days, but beyond 60 days we do not provide refunds or store credit. You must contact us with your concerns via email and provide evidence in the appropriate window to qualify for a refund.
Incorrect planting drastically reduces the odds of success for a tree. Incorrect planting depth, incorrect watering, and not mulching are a few common mistakes that can lead to tree failure. In addition to following our guidelines, please educate yourself in the proper planting and watering techniques for your specific cultivar, and your local weather patterns.
For trees in dormancy we hand check to make sure every tree is still alive before we ship it. Plant the tree and be patient. Crape Myrtles, for example, are notorious for waiting long into the spring to break dormancy when transplanted. Please be patient with them. If you believe the tree is dead scratch a tiny piece of bark off the trunk with your thumbnail. Live trees will be green underneath the bark and have flexible branches, dead ones will be brown and brittle. If you are shipped a tree in dormancy and it doesn't break dormancy by June 1st send us a photo and we will replace the tree for you.
Our support email address is email@example.com.