Returns and Warranty
Condition of Sale
After your order is submitted and completed, your credit card will be charged immediately. You agree that your order will be processed and delivered without a signature. Unless you make other arrangements with our customer service department before shipping, the delivery carrier will leave the package(s) unsupervised.
Shipping & Warranty
Live Plant Warranty – Arrival Only
We guarantee that plants leave our nursery healthy, properly packed, and true to name, and that they will arrive in viable condition at the delivery address provided on the order. Because live plant success depends on watering, planting, weather, soil, sunlight, and post-delivery care that cannot be controlled after shipment, the warranty is limited strictly to the condition of the plant at the time of delivery.
If a plant arrives dead on arrival or in clearly unsellable condition, notice must be given within 24 hours of the carrier’s delivery scan, Central Time, with clear photos of the box, packaging, and plant for review. Claims submitted after 24 hours are not eligible for review.
Store Credit Only
All live plant sales are final. No refunds are issued on live plants, and shipping, handling, packaging, and labor charges are never refundable.
If, after review, a plant is determined to have arrived non-viable or clearly unsellable, the sole remedy is a one-time store credit only for the affected plant. Store credit applies to the plant purchase price only and excludes shipping, handling, packaging, labor, and taxes.
Store credit is issued solely at Plant Factory Direct’s discretion, may not exceed the original purchase price of the affected plant, cannot be redeemed for cash, and may be used only toward a future order. No free replacement shipment is guaranteed.
Customer Responsibility
Once the carrier marks the order delivered, all responsibility for unpacking, watering, placement, planting, weather protection, and ongoing care transfers to the customer. No warranty is offered for plant performance, survival, or establishment after delivery.
Minor cosmetic damage or normal transplant stress, including slight wilt, minor broken branches, leaf drop, or temporary discoloration, does not qualify for store credit if the plant remains alive and viable.
Not Covered
The following are not covered by the warranty and are not eligible for store credit:
- Damage or decline caused by over-watering, under-watering, improper planting, fertilizer misuse, or neglect.
- Damage from heat, cold, wind, drought, flooding, freezes, or other weather events beyond seller control.
- Damage from insects, disease, wildlife, pets, lawn equipment, or other external factors after delivery. 1
- Damage caused by improper handling, delays, or mishandling by the shipping carrier, including crushing, dropping, or exposure to extreme temperatures during transit.
- Normal shipping or transplant stress when the plant remains alive and viable.
- Planting outside the recommended USDA hardiness zone or contrary to published care instructions.
No Extended Warranty
Our responsibility ends when a healthy, viable plant is delivered, and any approved adjustment is limited solely to discretionary store credit on the affected plant only, excluding all shipping, packaging, labor, taxes, and other related costs.
Issues caused by carrier delay or mishandling during transit are outside our warranty coverage and are not eligible for store credit.