Claims Policy

ALL CLAIMS MUST BE REPORTED TO OUR OFFICE WITHIN 48 HOURS OF RECEIPT.

LATE CLAIM SUBMISSIONS WILL BE DENIED.

Photos are required for all claims. If reporting a product quality claim, include photos of plants and tray labels. If claim is for freight damage, photos of box damage are required. Pictures are required to verify the extent and cause of issues. Claims submitted without pictures may be denied.

Shipping Damage:

If you receive a box damaged during shipping, please follow these steps;

  1. Take pictures of the damaged box(s) and the trays. Send to the Customer Service Representative
  2. Many plants will remain transplantable even when boxes are damaged; A) Please remove the trays from the boxes B) Place in a shady area with space between trays to maximize air flow C) Allow the soil to dry lightly before irrigating D) allow several days for the plants to respond before transplanting.
  3. Report any unusable plugs with exact numbers and pictures to reflect the state of the unusable plugs

This process may take a couple of days to allow the plugs to recover. As you are giving the flats some TLC, we will do our best to find replacement trays, if needed. If there are no replacement plants to send, your account will be credited.

If a claim is filed with the shipping company, our customer service representative will keep you informed on any additional information that need to be taken to complete the process.