Garden Crossings Plant Guarantee
Your complete satisfaction is our #1 goal.
Garden Crossings understands that your success begins with our attention to detail and the top-quality plants you receive. We want you to receive the healthiest, most beautiful plants possible. All our plants are inspected before they are packaged and shipped to you. We guarantee that our plants will be properly packaged, arrive in good condition, and be accurately labeled.
If you are not completely satisfied with your order upon receipt, please contact us within 24 hours of receipt so we can help you resolve the issue. We will ask you to send us photos of the damaged box and/or plant through email so our team can analyze the issue and determine the best direction to proceed.
For our guarantee to apply:
1. You must notify us within 24 hours of receipt that there is a problem with your order, whether it is a plant issue or a shipping problem. We can be reached by phone at 1.616.875.6355 or through email.
2. Send us a photo of the damaged plant so we can identify the issue through our email. When you send us a picture of the plant you are concerned about, we may ask you to plant it and give it a couple of weeks to recover from shipping before we determine if a refund is needed. In most cases, our plants bounce right back after they are properly planted because their root system is strong.
Though we have refined our packaging and shipping systems as much as possible, plants have the potential to become stressed during shipping. This is almost always only a cosmetic issue. The vast majority of plants recover quickly once they are unpacked and planted, removing any unhealthy leaves and lightly pruning as needed. Cosmetic issues include things like yellowing or browning leaves, tip burn, leaf drop or minor breakage of non-structural stems or branches. They do not impact a plant’s overall health. Keep in mind that we do prune our plants prior to shipment as part of the normal maintenance process.
Caring for Your New Plants
Once the plants are in your hands, we are no longer responsible for them. However, we are always happy to assist you if your plants are struggling—just send us a photo and description of the issue through email and one of our plant specialists will advise you on best practices.
Issues that could arise under your care that Garden Crossings is not responsible for include, but are not limited to: failure to unbox the plants in a timely manner, overwintering/hardiness issues, plants damaged by animals, insects or diseases, watering issues like under or over-watering or flooding, or improper planting.
If you have filed a claim with us within 24 hours as outlined above, we will be happy to issue you a refund for the purchase price of the plant within 30 days of receipt if your plant fails. No replacement plants or refunds will be issued after 30 days.
If you do not file a claim with us within 24 hours of receipt and your plants fail within 30 days of delivery, we will issue a one-time refund of 50% of the original amount paid for the plant; shipping costs are non-refundable. Note: a photo of the failed plant will be required to process your refund request.
Due to the nature of our business, we do not accept returns on live plant material.
Garden Crossings LLC will not be held responsible for any monetary value in excess of the amount of your order. We reserve the right to make changes to this guarantee without prior written notice.