Get answers to your questions, fast!
But first, here are a couple of the most common questions and how to handle them:
Where is my order?
If you placed an order for fall delivery, please make note we do not start our fall shipping season until all plants go dormant (winter state). Dormancy is between the end of October and the 2nd week in November. You will receive an email notification once your order ships out with a tracking # once it ships out. Since all plants are dug fresh and shipped, rain and snow sometimes delay digging.
You can check the status of your order by logging into your account.
If you've planted an order for asap shipping and it's been longer than ten days, please fill out this form - including your order number - and request a rush be put on your order.
I Didn't Receive All My Order/Missing Plants
Please fill out this form - including your order number and order details - and request a ticket be opened. You will be notified of the status of the claim within 24 hours.
I Received The Wrong Plants
We do reserve the right to substitute any plants for one similar of same or higher value. If you are not satisfied with this, return your plants for a credit. The return address and instructions are here.
My plants died, can I get a replacement?
We do not offer replacements. If you'd like to return your plants, we will be happy to give you an in-store credit upon return of the dead, damaged or defective plants. The return address and instructions are here.
ARRIVE ALIVE GUARANTEE
We ship dormant plants, no leaves, foliage, or blooms. They are not dead. Please plant them, and they will bloom out the following spring. To prove you have received plants that are alive, simply scratch the bark, and if you see a white or a greenish-white color, they are alive. Dead plants have brown or black interior inside the bark (see below image for instructions). Some perennials and fern species will not come up until the following spring, so this is why we offer a 1-year warranty to prove our plants are alive. We also dig all plants fresh and ship immediately and have inspection certification on them, so they are very much alive when dug and shipped out.
More Questions? Visit our FAQ Page
Give us a ring to speak to a customer service representative.
TOLL-FREE: 866-494-4431
Monday-Friday 10AM-3PM EST
FAX: 931-692-9246