At One Green World we strive for excellent customer service.
Before planting, be sure to read the planting instructions included with your order. We also suggest that you view the planting video on our website. Following these planting methods should ensure that your plants get a good start and stay healthy and productive. Please contact us if you have questions about planting procedures, timing, soils, etc.; we are here to help!
Problems with your order:
After receiving your order, please inspect all items and notify us within 10 days of any problems or shortages. We cannot accept claims for damages, shortages or other problems made more than 10 days after receipt of your order.
Upon opening your package, your plant may have crimped, yellowed, or dropped leaves. Please note that this tends to be cosmetic and is a natural reaction to the change in environment through transit.
We love our plants and do everything we can to assure that they arrive happy and healthy, however it is normal for some plants to experience stress through shipping. Unless there is major damage, a little tender loving care can go a long way in revitalizing the plant.
What we guarantee:
Potted Plants: We guarantee that our plants are labeled correctly and are in good living condition upon arrival. Please inspect all items and notify us along with a photo within 10 days of any problems witnessed at time of arrival or shortages. Plants that are shipped dormant have until July 1st of the same season purchased to leaf out and any concerns must be recorded by July 1st. Once the claim is approved, a one time replacement will be sent if that item is in stock, otherwise store credit will be issued. Store credit will be issued for the plant purchase price and does not include the shipping fee. The customer will be responsible for the replacement shipping fee. As they are living creatures and can be damaged by frost, heat, diseases and pests, we cannot be responsible for any plants once they are in your care after the initial 10 day window.
Bare-Root Plants: We guarantee that our bare-root plants will break dormancy the first spring after planting as 98% do! If your plant does not leaf out, please contact us with photos of the plant along with a brief description of care and growing conditions by July 1st. Once this is submitted along with pictures, our staff horticulturists will review the information. If appropriate, a one time replacement will be sent if that item is in stock, otherwise store credit will be issued. Store credit will only be issued for the plant purchase price and does not include the shipping fee. The customer will be responsible for the replacement shipping fee.
If there is concern regarding plants not breaking dormancy, please follow these steps:
All dormant problem reports will be denied after July 1st of the same season of purchase.
Please note: Replacements cannot be issued if a digital image is not provided. Once an order has been shipped, no refunds will be issued; items are eligible for replacements or store credit only.
What we cannot guarantee:
There are many variables that are beyond our control after a plant leaves our nursery including soil, weather, fertility, irrigation, pests, etc which is why we cannot guarantee that the trees, shrubs and vines we sell will ultimately live, thrive, bear fruit and remain healthy in your climate and growing conditions. We do want you to have a thriving garden, and we offer many products and services to ensure that you are successful.
Plants shipped in the fall to zones 6 and below are not covered by our guarantee. Plants shipped to these colder regions may not be hardened off sufficiently to survive winter temperatures. We strongly recommend spring shipping to these areas, as we cannot guarantee survival over the winter.
We are not liable for any packages that are returned to us due to issues regarding the shipping address listed on the order. If a package is unable to be delivered, and the plants are returned to us dead, there will be no refund or replacement offered. A new order will need to be placed and the customer is responsible for the new order amount.
We are not responsible for packages that are lost or stolen once delivered. An automated email with the tracking information and delivery date is sent once an order has shipped, therefore customers are responsible for receiving their package promptly after delivery.
Returns are not accepted. All sales are final.
All packages are shipped via United States Postal Service or UPS/FedEx. Please notify us immediately after receipt if there is any indication of damage to the packaging.