Your satisfaction is our #1 goal. We understand that your success begins with our attention to detail and top-quality plants, but success continues with proper planting and care. Growing success is a shared responsibility. We trust you to be responsible for planting promptly, following the cultural information provided with your plants and on our website, and giving your plants proper care.
Quality or Shortage Claims/Transit Damages: We guarantee all our plants to be correctly packaged, arrive in good condition, and be accurately labeled. Even though we feel our packaging is one of the best in the industry, occasionally some orders do get damaged in transit. If there are any damaged or missing items, please let us know within 2 business days of receiving your package(s). We will ship out any missing items as soon as possible, if still available. We will issue a store credit for damaged/unavailable items, which can be used towards your next order with us. Please notify us within 7 days of the receipt of your package(s) if you have concerns about your plants. We will make a note on your order for future reference, should complications arise. A photo of the plant(s) in question will be required to process your claim. Without a photo, the claim cannot be processed.
Store Credit: Orders received in the spring must be claimed within 45 days of the date order is received. Orders received in the fall (September-November) must be claimed by May 31 of the following year. If a claim has been filed as outlined above, we will issue store credit for the purchased price of the plant(s). We will not refund shipping costs. No store credit will be granted outside these timeframes.
Bareroot/Dormant Plants: Some of our product is shipped bareroot/dormant. We keep our bareroot items in a climate-controlled cooler to keep them in this dormant state. Dormancy can be from winter cold or summer heat. They may arrive looking dried up or dead. Give them a chance. Plant as directed and water regularly and the plants will almost certainly revive.
The Nature of Our Business: Due to Mother Nature and situations beyond our control, we cannot be held responsible once our product is in your care. These situations include, but are not limited to, plants planted out of their indicated planting zones, plants damaged by humans or animals, insect or diseases, winter kill, drought, overwatering or poor planting site conditions. We do not want to see you fail, so please contact us via email with the problems you are having, and we will try to guide you through the situation as best we can.
Returns: If you would like to return an order, you can do so by mailing it back to our farm. Please note that we do not reimburse shipping charges and there will be a 25% restocking fee.
We will also never be held responsible for any monetary value in excess to the amount of your order.
We reserve the right to make changes to this guarantee without prior written notice. Last revised on 12/29/2021.
For any shipping questions or concerns contact us at:
E-mail: CUSTOMERSERVICE@GILBERTHWILD.COM