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Damaged In Transit: We guarantee that every plant we ship is of the finest quality and that your order will be carefully handled and shipped to ensure that you receive a healthy product and this is the result more than 99% of the time. In the rare event that your product arrives severely damaged (some leaf/branch breaking occasionally occur and are not detrimental to the plant), please contact customer service at PlantOGram Inc. and a claim will be initiated with the carrier. You will need to retain the package(s) for a minimum of 7 days, as the parcel company may want to inspect the damaged product. We will reship the damaged replacement product after the delivering carrier has approved the damage claim. If we are currently out of stock of that item, we will gladly offer a substitute, or you may wait until we have the product back in stock. We are not responsible for shipping delays or damage in shipment. We will not honor claims that are made more than 24 hours after receipt of the damaged product. All claims need to be sumitted in writing via email. Also since the largest box we current ship is approximately 5 feet tall, if the height of the plant is taller than 5 feet, the plant will be either pruned or bent to fit into the box at our discretion, if you have a preference as to which option we should exercise you must notify us in writing, at the time the order is placed, by listing your preference in the comment section on the checkout process and as listed in our guarantee, we are not responsible for branches broken or damaged in transit.
Returns and Warranty: We ship the highest quality plants available, but unfortunately we cannot be responsible for their care once they leave our nursery therefore we DO NOT offer any warranty on ANY plants except that they will arrive to you in a healthy condtion. We strive to maintain the most hygenic conditions for our plants thus due to the risk of cross contamination we DO NOT accept any returns of on any plant material.
Pick You Tree Option: By using the Pick Your Tree option you agree to the all of the following terms:
Although we will send you the tree you select, the tree may not look exactly like the picture due to lighting condition, camera angle, time that has passed since the picture was taken, etc. Also since plants are living, they are constantly evolving and changing so they may have grown more leaves or branches since the picture was taken, or the trees may have be pruned or may have gone dormant and lost some or all of its leaves since the picture was taken, so even though it is the same plant it may not look exactly the same as the picture depicted on the website.
Sometimes, due to reasons such as but not limited to theft, misplacement, etc. the tree that you have selected may not be available, in this case, we will either refund your purchase price of the plant or give you the option to select another plant for the same price as the original plant purchased, this option will be exercised at our discretion.The height that is listed on the picture is an estimated height and we are not responsible for its accuracy, and it may have changed since the picture was taken due to, but no limited to the reasons stated above. Also since the largest box we current ship is approximately 5 feet tall, even though the height of the plant is listed, the plant will be either pruned or bent to fit into the box at our discretion, if you have a preference as to which option we should exercise you must notify us in writing, at the time the order is placed, by listing your preference in the comment section on the checkout process and as listed in our guarantee, we are not responsible for branches broken or damaged in transit.
Container Sizes & Plant Heights: All container sizes listed on our website are approximate and can vary depending on the container manufacturer used. All Plants are sold by container size not plant height. Plant heights vary depending on current availability, please contact us either via online chat, phone or email and we can provide you with the current height of any plants in our inventory prior to purchase.
Address Changes: Please ensure that the shipping address is entered correctly, our system prints the shipping label address exactly as entered by the client during checkout. FedEx does charge a fee for address changes and it will delay the shipment time.
International Orders: All international shipments are sent strictly FOB, meaning ownership is transferred the instant the plants leave our possession. This means that the customer assumes all of the risk and responsibility including but not limited to delayed, damaged, or dead plants, any issues with foreign mail delivery or any issues with customs that may arise.