Protection Terms

We grow, handle and ship living plants with care. Even so, plants respond to shipping, weather, soil, watering and growing conditions differently than ordinary merchandise.

These terms set out the protections available with eligible purchases and how claims, replacements, credits and returns are evaluated. Buying from us, or buying an optional protection product, means accepting the terms on this page.

When weather-dependent coverage doesn’t apply

Healthy Arrival, Shipping Protection and the Grow Guarantee depend on safe shipping weather. They don’t apply to a shipment when the forecast at the destination is 32°F or colder or above 90°F, or when you choose a winter ship date (December through February). Your order can still ship on the date you asked for, and you’ll see which programs apply before checkout.

Eligible live plants are protected against significant condition problems present when the shipment is delivered.

• Plant arrives dead
• Severe structural shipping damage
• Severely compromised root system
• Incorrect plant received
• Missing plant
• Transit injury affecting viability

Documentation

We may ask for clear photos of the whole plant, the affected area, the crown or roots, the box, packaging and shipping label.

Resolution

An approved claim may be resolved with a replacement, store credit or refund, at our discretion and depending on availability. When the problem came from our fulfillment or qualifying transit damage, we generally cover reasonable replacement shipping.

Some plants arrive alive but show temporary shipping or transplant stress. Replacing them right away isn’t always the right horticultural call, so we may place an eligible plant in complimentary 30-Day Recovery Protection.

We’ll share care instructions — following them gives the plant its best chance. If it doesn’t recover during the recovery period, send updated photos for another review. Recovery Protection isn’t automatic; our team assigns it.

Shipping Protection is an optional purchase that adds remedies for qualifying shipping and delivery problems. You can decline it at checkout.

Its price is based on the protected merchandise value and the ship date, season and weather risk for the order. Because of that, changing a ship date — or adding items for a different date — needs a new protection quote. There’s no maximum charge unless one is shown at checkout.

• Lost shipment
• Misrouted shipment
• Significant carrier damage
• Package theft after delivery
• Severe carrier delay
• Transit heat or cold injury

Carrier delays

A delay alone isn’t a covered loss. It must be significant enough to cause a qualifying loss, material damage or a significant plant-health problem.

Delivered but missing

For theft or delivery-location claims, we may ask you to check nearby areas, household members and neighbors, and to share carrier information before a replacement is authorized.

Exclusions

Shipping Protection doesn’t cover damage after successful delivery from handling, storage, planting conditions, watering, ordinary weather, animals, landscape equipment or other post-delivery causes. It applies only when purchased for the order or items in the claim.

The optional 1-Year Grow Guarantee extends eligible plant protection for 365 days from the delivery date. It must be purchased with the eligible plants and can’t be added after the order is completed unless we specifically offer it.

Replacement shipping

The customer pays shipping for a Grow Guarantee replacement unless we expressly agree otherwise.

Replacement availability

Replacements depend on inventory, season and safe shipping conditions. If the original cultivar or size isn’t available, we may offer a comparable plant, wait for a suitable season, or issue store credit up to the protected plant’s value.

Covered situations

Reasonable establishment failure, plant death, or failure to recover or resume normal growth when the plant was grown with appropriate horticultural practices. Container-grown lavender qualifies when the container is sized right, drains well, gets suitable light and receives reasonable care.

Exclusions

• Planting outside the plant’s recommended USDA hardiness zone.
• Unsuitable soil, standing water, poor drainage or an inappropriate location.
• Not enough light for the plant’s needs.
• Severe neglect or failure to give reasonable establishment care.
• Herbicide, pesticide, fertilizer, salt or other chemical injury.
• Damage mainly caused by animals, wildlife, rodents, insects or other pests.
• Mower, trimmer, vehicle, construction or other mechanical damage.
• Fire, flood, tornado, hurricane or other catastrophic events.
• Intentional damage or misuse.

Natural and seasonal appearance

Dormancy, seasonal foliage changes, transplant shock, temporary wilting, cosmetic damage or normal dieback don’t on their own show that a plant has died. We may ask for simple plant-health checks or updated photos first.

Claims on plug trays, cell trays, bulk bare root and other multi-plant orders are evaluated by the number of individual plants affected.

Please tell us the quantity purchased, quantity affected, cultivar, plant size and growing conditions. Separate written wholesale terms, when provided, control where they conflict with this section.

Eligible non-living merchandise — such as unused tools, grower supplies, unopened products and apparel in resalable condition — can be returned under our Return & Refund Policy. Customers generally pay return shipping for preference-based returns; if we shipped the wrong, defective or damaged item, we’ll offer a return or replacement solution.

1. Find your orderHave the order number and the email used at checkout — or sign in.
2. Photograph the issueThe whole plant or product, close-ups of the damage, and the packaging or growing area.
3. Share accurate detailsFor plants we may ask about planting date, sun, drainage, watering, location and quantity affected.
4. Grower reviewOur team reviews it and may ask for more photos or details.

Submitting a claim doesn’t automatically mean it’s approved. We may review the order record, protection purchased, photos, delivery timing, product condition, growing conditions, weather and other relevant information. Depending on the program, an approved claim may result in:

The remedy depends on the claim type and program. A particular remedy isn’t guaranteed unless required by law.

Our programs exist to help with real problems. Please give truthful, complete information. We may deny claims involving false information, altered documents, duplicate recovery, intentional damage, program abuse or fraud, and we may limit future use of optional protection when repeated claims reasonably indicate misuse.

To the extent permitted by law, protection under these programs is limited to the eligible purchase price or replacement of the plant or product. We aren’t responsible under these programs for consequential or indirect losses such as lost crop revenue, lost harvest, landscaping labor, installation or removal costs, business interruption or other economic losses. Nothing here limits rights that can’t legally be excluded.

We may update these terms as our programs, growing practices and shipping methods evolve. Unless the law requires otherwise, a protection purchase is governed by the version in effect when the covered order was placed.