Refund policy

Our Promise

We will fully assess plants before shipment to ensure we ship healthy and vibrant plants to each customer. We package your plants with the utmost care using customized packaging that secures them for the journey to their new home.

Warranty

Customers are guaranteed delivery of live, healthy plants and direct and easy access to our Customer Service desk for assistance with questions related to their order and their plants.

Please note that we package our material to ensure prime delivery. We do not warranty damaged packaging, only the plants inside.

Refunds and Replacements

If plants, when they arrive, are found to be of questionable health, please email pictures of these plants to Customer Service at [email protected].

Your photos will be assessed for plant health and condition. If plants are found to be in poor condition or damaged, a one-time replacement or refund will be awarded. Although we adhere to customer preferences regarding whether refunds or replacements are awarded, the Customer Service team may need to prioritize which is processed.

Any request for a refund or replacement must be submitted to our Customer Service Team no more than 30 days after the confirmed delivery date of the purchased plant.

Customer Responsibility

It is the customer’s responsibility to assess their own weather conditions and planting seasons prior to making their orders. All Orders are packaged and mailed directly following order placement. It is also the customer’s responsibility to know their planting zone, as this is vital information to the survivability of each plant. For any questions concerning planting zones, please contact Customer Service prior to ordering.

Delivering Requirements

For any special delivery requirements, please leave a note for your local carrier. Better Boxwood does not specify delivery instructions. Plants are generally shipping the next business day. However, delivery delays of up to 7 days may occur at certain times of the year. 

Cancellations

ANY CANCELLATIONS need to be brought to the attention of the Customer Service Representative PRIOR TO shipping. If the package has shipped, we cannot cancel the order, and NO refund will apply.

If a duplicate order or other mistake was made, which makes cancellation necessary, please get in touch with customer service via phone or leave a voicemail as soon as possible. Cancellations are checked every morning before processing. Once packages are shipped, we cannot retrieve orders for refund.

Returns

Plants and trees are perishable, and nursery stock cannot be returned without authorization. Once a plant has been removed from its original container or has been planted, it cannot be returned.

As our product is LIVING materials, customers who return their items do so at their own expense. If plants are returned DEAD or in an unsellable condition, the ordering price, including shipping, will remain as charged. If plants are returned in a sellable condition, then a 20% restocking fee, in addition to any shipping charges, will be deducted from the purchase price before a refund is placed.