Need to make a Claim?

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Tips for Speedy Credit or Replacements

Vendors need clear and specific information on damaged plants.

Take pictures!

When in doubt, take a picture.  Our vendors require pictures of the damaged plants or boxes to process your claim.

  • If the box is damaged at all, take a picture.
  • If plants are jumbled, even if you think they will be fine, take a picture and let us know. If we have this information, we can help you down the road if issues arise.

We need to know:

Varieties & numbers of plants damaged:

Vendors won’t accept statements like “1/2 of the tray froze”, they need specific numbers.

EXAMPLES:

  • 9 Petunia Cherry Banana
  • 23 Geranium Americana Red
  • 34 Pansy Delta Mix 288
  • include plug sizes if you have different sizes in the shipment.
  • Include photos that represent the damage of each variety.

 

Type of damage:

  • Cold damage, plants froze or burned
  • Jumbled, fell out of the tray.
    (send a photo of the jumbled plants.)
  • Pest issue

Unfortunately, vendors only accept liability for the cost of the plants, tag & royalties. Freight is considered to be at customer risk and most vendors do not cover freight for replacements.

Common Issues that Hold Up Claims:

  • Customer contacts us after the claim window expires (usually 2 weeks within delivery).

  • Customer contacts us, but doesn’t follow up with numbers or photos.

Questions:

My plants are somewhat damaged, but most likely salvageable. What should I do?

Take pictures. Plant what you can, then send us photos and initial numbers. We will contact the vendors and you’ll have a claim if issues arise later.

 

When should I send in this information?

The standard window to make an initial claim is 2 weeks from the ship week, however, the quicker we get details to the vendor, the quicker they can process your claim.

We understand, there isn’t always time to compile this info immediately, but sending a quick email with a note of the damaged shipment is extremely helpful.  Then follow up with photos and plant counts over the next day or two. This allows us to contact the vendors to give them initial notice.

 

How quickly will my claim be processed?

We will process your claim and get it to the vendors as quickly as possible. Vendors may take between 30-60 days to process a claim, especially during the busy season of Feb – early April.

Will I get replacement plants or credit?

Vendors will provide replacements or a similar sub if available, otherwise, they will issue you a credit.

**Please note that vendors bill freight for replacement plants. They will also bill on any add’l plants needed to make a full tray for shipping.**

Unfortunately, vendors only accept liability for the cost of the plants, tag & royalties. Freight is considered to be at customer risk and most vendors do not cover freight for replacements.

 

We Can Help! EMAIL US HERE