Refund policy
Our Guarantee
Every plant we sell is guaranteed to be true to name and healthy when you pick it up or we deliver it. Seed is sold by the Pure Live Seed (PLS) pound unless noted otherwise.
Our guarantee covers the condition of your order when it reaches you. Once plants leave our care, site conditions, planting, and aftercare are out of our hands, so we can't guarantee survival after delivery or pickup.
Check Your Order When It Arrives
Please look everything over as soon as you receive it:
- Picking up? Check your order before you leave and let our team know if anything looks off.
- Truck delivery? Note any shortage or damage on the delivery receipt before you sign.
- Shipped by UPS or from Plantra? Hold on to the boxes and packing materials until any claim is settled.
Reporting a Problem
If something isn't right, email sales@pinelandsnursery.com within 10 days of delivery or pickup. Please include your order number; the species, size, and quantity affected; and clear photos of the problem, including plant tags and, for shipped orders, the packaging. We can't accept claims after 10 days or without photos.
Plantra products ship directly from Plantra, but please report any problem with them to us the same way.
How We Make It Right
We review every claim and will get back to you with a resolution: replacement plants, a credit to your account, or a refund for the affected items. By placing an order, you agree that our total liability is limited to refund or replacement.
Returns
Because we're dealing with live plants, returns need our approval in advance. Custom seed mixes, custom-grown orders, and Plantra products can't be returned.
Changes and Cancellations
Fees for late changes and extended holds are covered in our Terms of Service.