Plant Guarantee, Returns and Shipping
SHIPPING
Items will be carefully packaged and boxed by our shipping team taking the utmost care of your purchase. Orders will be shipped typically within a few days of your purchase. For plant purchases: During winter months heat packs are complementary depending on the temperature in the city of destination. If your area is experiencing extreme temperatures we will wait until weather gets a little bit warmer or colder to ship out your package. Depending on your location in the United States it may take 1-9 days for you to receive your order. If you ever have an issue upon receiving your order, please give us a call or shoot us an email so we can help!
ONLINE RETURNS
All sales are final. With our superb packaging skills, plants experience little to no damage when in transit, though sometimes issues may arise. Please send all inquiries accompanied by a photo of the damages to info@kenteasthillnursery.com within 24 hours of receiving your order. If it is determined by our team for you to receive a replacement, it will be shipped out ASAP. Shipping costs are non-refundable.
IN STORE RETURNS
ALL RETURNS ARE FOR IN STORE CREDIT ONLY. Your credit will be given in the form of a gift card which never expires. No returns will be accepted on landscaper transactions, special orders or on plants that have been discounted. Returns must be accompanied with a physical or electronic receipt and approved by management. If you have any questions about returns please don’t hesitate to reach out to us via email info@kenteasthillnursery.com.
OUR GUARANTEE
Trees and shrubs are fully guaranteed for 30 days and can be exchanged for a new one (of equal or lesser value) or for store credit. We also guarantee your tree and shrub purchases for up to 90 days at partial credit. Trees and shrubs aren’t guaranteed past 90 days of purchase.
Here are a few examples:
- If you buy a tree for $100 and it doesn’t survive within 30 days from the date of purchase, we will replace it (at equal value) or give you store credit for $100 in the form of a gift card.
- If you buy a tree for $100 and it does well for the first 30 days, but then struggles to survive between the 31stday and 90th day from the date of purchase, you will receive a $50 credit in the form of a gift card. You can use this credit to purchase a new tree or save it for anything else. Again this gift card never expires.
We do not offer guarantees on Houseplants, Annuals, Perennials, Hanging Baskets, Vegetables, Herbs, Bulbs, and Sale Items. However, if you have a question about something you purchased that is not performing well, please reach out so we can give you professional guidance. We want you to succeed with every plant purchase so don't hesitate to reach out for assistance. The best way to reach us is via email info@kenteasthillnursery.com with photos and a brief description of what you’re experiencing.
Our guarantee doesn’t cover plants that are ill cared for once leaving our shop. This includes improper watering, wrong placement of the plant, damaged root system upon planting, etc.