File a Claim
Before You Submit a Claim
Please review the following to ensure your claim meets the warranty guidelines:
-
Only plants with an Extended Warranty purchased at checkout are eligible. If you did not purchase insurance, we offer no warranty after 5 days of receiving.
-
Only one claim is allowed per customer per order.
-
The claim must be submitted within 365 days of the original delivery date.
-
Plants must have been planted properly and cared for according to our instructions.
-
This warranty covers one in-store credit only. Shipping fees apply.
-
We do not offer refunds—in-store credits only.
What the Warranty Does Not Cover
-
Loss due to weather events, improper planting, neglect, overwatering, animals, or the wrong hardiness zone.
-
Claims made on plants without an extended warranty were purchased at checkout.
-
Replacement requests for plants that have already been replaced once.
How to Submit a Claim
If an Extended Warranty covered your plant and meets the above criteria:
-
Locate your original order number.
-
Take clear photos of the affected plant(s) showing the condition.
-
Email us at [email protected] with:
-
Order number
-
Photo evidence that your plants have died. We will not accept anything less than proof via images of each plant a claim is being filed on.
- We are not accepting claims for perennials, ferns or vines till May 2026
-
A brief explanation of the care steps taken
-
Our team will review your claim and respond within 3–5 business days.
We appreciate your business and are here to help you grow successfully!
At the end of this video, she will show you how to do the scratch test—this should be done only on trees or shrubs.
Results From Scratch Test on Trees or Shrubs
Once you have verified that your trees or shrubs are dead with a scratch test, please email us the following: All warranties are null and void if you did not purchase one and the trees or shrubs have been delivered for over five days.
Send this information to [email protected]. Failure to provide all the above information will result in a claim refusal. Please allow 3-4 business days for an email responce.