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File a Claim

How to File a Claim For Dead Trees or Shrubs

To request a replacement, read this entire page for step by step instructions and be sure to include clear photos of each plant you're submitting for review—this is required for all claims. Complete photo guidelines are below and a scratch test must be preformed and images sent as well to verify it's dead (applies to trees or shrubs).

You Must Send Pictures to Verify Your Plants are Dead - Preform a scratch test and other pertant information to successfully file a claim:

Instructions Below

How to perform a scratch test to determine if your trees or shrubs are dead

A scratch test is a simple way to determine if a dormant plant is still alive. It involves lightly scratching the bark of the plant and looking for wet tissue or the cambium layer beneath the bark:

Use a knife, pruners, or your fingernail halfway up the trunk of a tree to slide along the bark and peel off a thin layer of the surface wood
Look for wet, moist tissue that's white or almost green around the edges, this means the tree is alive
Check if the cambium layer is dry, brittle, and brown, or if it looks like pencil shavings, it is most certainly dead.

How and When To File a Claim For Perennials, Ferns, Vines, and Groundcovers

PLEASE NOTE: YOU CAN NOT DIG UP ITEMS PLANTED BELOW THE SURFACE OF THE SOIL (PERENNIALS, FERNS OR VINES) TO PROVE THEY ARE DEAD. ROOTS DO NOT SHOW WELL, SIGNS OF PLANT LIVLEYHOOD - THIS IS WHY WE ASK, IF YOU HAVE PURCHASED PERENNIALS, FERNS OR VINES, PLEASE WAIT TILL THE FOLLOWING SPRING. WHEN ALL YOUR OTHER PLANTS START SPROUTING FROM THE SOIL'S SURFACE, THEY SHOULD ALSO. IF ANY COMES UP THE SAME SEASON PLANTED, IT'S MOST LIKELY LESS THAN 2%. THIS IS WHY WE OFFER A 1 YEAR WARRANTY TO PROVE OUR PERENNIALS, FERNS AND VINES ARE DORMANT WHEN SHIPPED AND WILL COME UP THE FOLLOWING SPRING AFTER YOU PLANT THEM.

What We Ship, How They Should Grow and To See If Your Plants are Really Dead

Below is a video from the owner showing exactly what we ship. Your plants are dormant, which means they won’t have leaves, greenery, or foliage—and that’s perfectly normal. This dormancy is what makes them hardy and resilient.

In the end of this video, she will show you how to do the scratch test - this needs to be done only for trees or shrubs only

Results From Scratch Test on Trees or Shrubs

How Do You Do a Scratch Test On a Tree? - TN Nursery

Once you have verified your trees or shrubs are dead with a scratch test, please email us the following:

Name order was placed under

order #

nature of problem

Identify each plant in each image (THIS APPLIES TO TREES, SHRUBS AND SEEDLINGS ONLY)

Send this information to [email protected]. Failure to not provide all the above information will result in a claim refusal. Please allow 3-4 business days for an email responce.