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ONE GREEN WORLD CUSTOMER CARE
Our Plant Guarantee
We want your plants to arrive healthy and get the best possible start.
Please review the information below so you know what to expect when
your order arrives and how our guarantee works.
Healthy Plants.
Real Support.
We stand behind the condition and identity of the plants we ship and are here to help if something is not right.
Inspect Promptly
Please inspect your order when it arrives and report any problems
or shortages within 10 days.
Photos Are Required
Please include clear photos with any claim so our horticulture team
can properly evaluate the plant.
Shipping Stress Is Normal
Plants may temporarily show yellowing, leaf drop, or crimped foliage
after transit. This is often cosmetic.
START HERE
Before You Plant
Before planting, read the planting instructions included with your order. We also recommend watching our planting video for additional guidance. These planting methods give your plants a healthy start and help them grow successfully.
Please contact us if you have questions about planting procedures, timing, soil, watering, or site selection? Contact our team. We’re happy to help.
EXPLORE GROWING GUIDES
WHEN SOMETHING ISN’T RIGHT
Problems With Your Order
Inspect your order as soon as it arrives. Please tell us about any damage, missing items, or other problems within 10 days of delivery. We cannot accept claims after this 10-day period.
Shipping can temporarily stress living plants. You may notice yellow leaves, crimped foliage, or some leaf drop when you open your package. These changes are usually cosmetic and often result from the change in environment during transit.
We take great care when packing our plants for shipment. Most plants recover quickly from normal shipping stress with proper water, light, and care.
One Green World Guarantee
Our guarantee differs slightly depending on whether your plant
arrives awake, or dormant.
Potted Plants
We guarantee that potted plants are labeled correctly and are in good
living condition when they arrive or are picked up.
- Inspect plants immediately after arrival.
- Report problems or shortages within 10 days.
- Include clear photos with your claim.
- Dormant potted plants have until July 1 of the same season to wake up and leaf out.
Once an eligible claim is approved, a one-time replacement will be
sent if the item is available. If it is unavailable, store credit
will be issued.
Store credit covers the plant purchase price only and does not include
shipping. The customer is responsible for replacement shipping.
Bare-Root Plants
We guarantee that bare-root plants will break dormancy the first spring after planting.
- Contact us by July 1 if the plant has not leafed out.
- Include photos of the plant.
- Include a brief description of care and growing conditions.
- Our horticulture team will review your information.
Approved claims receive a one-time replacement when the item is
available. If unavailable, store credit will be issued.
Store credit applies to the plant purchase price only. Replacement
shipping is the customer’s responsibility.
DORMANCY TROUBLESHOOTING
Has Your Plant Broken Dormancy?
If a dormant plant has not leafed out, perform the scratch test before filing a claim to learn it’s current health status.
1. Perform the scratch test
Gently scrape a small area of the outer bark on the main stem to reveal
the cambium layer underneath.
2. If the cambium layer is green
The plant is alive. Continue normal care and monitoring. If there is
still no growth or change, email us with details and a photo by July 1.
3. If the cambium layer is brown
The plant is no longer alive. Email us with details and photos by July 1
so our team can review the claim.
What We Cannot Guarantee
Many growing conditions are outside of our control once a plant
leaves the nursery. We cannot assume responsibility for the following:
Growing Conditions
We cannot guarantee that plants will ultimately live, thrive, fruit, or remain healthy. Soil conditions, weather, irrigation, pests, and other conditions vary by garden.
Cold-Climate Fall Shipping
Plants shipped in fall to Zones 6 and below are not covered by our guarantee. We strongly recommended Spring planting for these regions.
Early Shipping Requests
Plants requested earlier than our regular ground shipping schedule are not covered. Early shipments must be upgraded to expedited air shipping, or the guarantee is waived.
Incorrect Addresses
We are not responsible for plants returned because of an incorrect or undeliverable shipping address. Please review your order confirmation to ensure information is accurate.
Delivered Packages
We are not responsible for packages that are lost or stolen after delivery. Tracking and anticipated delivery information is emailed to you when orders ship.
Returns
Returns are not accepted. All sales are final.
IMPORTANT CLAIM INFORMATION
Before You Contact Us
- Include your order number.
- Include clear photos of the plant and any damage.
- Describe care and growing conditions when applicable.
- Report problems within 10 days.
- Report dormancy issues or failures by July 1.
Replacements cannot be issued without a digital image.
Once an order has shipped, eligible claims are handled via
replacement or store credit.
QUESTIONS?
We’re Here to Help
If you have concerns about an order, plant condition, planting,
or growing requirements, our customer care team is here to help.
AVAILABILITY
If an Item Becomes Unavailable
Although we do our best to keep product availability accurate, living plant inventory can sometimes change unexpectedly.
If an item from your order becomes unavailable before shipment, the unavailable item may be refunded to your original payment method.
If only part of an order becomes unavailable, the remaining available items may still be shipped as scheduled.
ORDER CHANGES & CANCELLATIONS
Need to Change Your Order?
Orders may be cancelled or changed before they have shipped. Please contact us as soon as possible if you need to make an adjustment.
If an order has already been packed for shipment, a $20 unboxing and restocking fee may apply.
Once an order has shipped, it can no longer be cancelled or refunded through the cancellation process.
CONTACT OUR TEAM