Need to make a Claim?

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Most vendor shipments arrive on time and in good condition, but things happen.

Shipping is at customer risk and most vendors do not cover freight for replacements.
Smaller vendors may offer replacement plants, but may not offer credit for damaged plants.
Vendors only accept liability for the cost of the plants, tag & royalties.

Tips for Speedy Credit or Replacements

Vendors need clear and specific information on damaged plants.

Take pictures!

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:

1. Vendor, ship date, specific numbers of plants & varieties damaged

Vendor name
Ship date: 2/6/2024
9 Petunia Cherry Banana
23 Geranium Americana Red
34 Pansy Delta Mix 288
Vendors won’t accept statements like “1/2 of the tray froze”
include plug sizes if you have different sizes in the shipment.
include photos that represent the damage of each variety
include the production tag (as shown below) and the tray label

2. Type of damage:

Cold damage, plants froze or burned
Jumbled, fell out of the tray, broken or snapped off
Pest or suspected disease issue
Always send photos!

Issues that Hold Up Claims:

Contacting us after claim window expires (usually 2 weeks within delivery).
Not following up with numbers or photos.

COMMON 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 will bill freight for replacement plants and will bill for add’l plants needed to make a full tray/box for shipping.**

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.