14 Day Quality Guarantee Details
The overwhelming majority of our orders are delivered without any issues. However, due to the complexities of packing and shipping live plants, sometimes things don’t quite go as expected. For these rare instances, we offer this 14 Day Quality Guarantee to all our customers:
Our plants and products are guaranteed to be of excellent quality, well-rooted and disease free. If plants do not arrive in prime condition, customers may choose one of the following options
- Store credit + 10% (e.g.: $5 purchase + 10% = $5.50 store credit)
- Credit card or PayPal refund
- Replacement plants (if possible)
This guarantee applies to all plants and products for up to 14 days after delivery.
Damaged branches and leaves that occur during shipping are not considered defective or damaged, as this is normal wear and tear that plants can easily recover from. Please Contact Us within 24 hours of delivery with any issues with the plant(s)/product(s) you received. This can include damaged product (ie tree truck scratched up, open soil bags, broken pottery).
Covered By Quality Guarantee:
- Root Rot
- Disease
- Broken Stems
- Pest infestation
- Numerous broken or missing leaves
- Incorrect or missing plant or product
- Visible damage to pots, planters, or other accessories
Guarantee Information
Every endeavour is made to fill orders with grade and quality of stock ordered. We guarantee all PlantCentral.ca plants to be high quality, true to type, and properly shipped. We do guarantee that the plants ordered will arrive to your house happy & healthy, but we cannot guarantee a plant will live once it is out of our possession. Once your plant material order arrives, our responsibility ceases.
We cannot be held responsible for stock that does not grow as it is subject to conditions beyond our control. There are too many variables that could kill a plant, including hungry animals, poor soil conditions, drought, over watering, disease, insects and many other factors.
PlantCentral.ca will not accept the return of damaged product or products that have not been properly watered. The onus of proof of damage prior to delivery resides with the customer. Please water your plants upon arrival and give them water daily until planting, once planted continue to water as needed.
Damaged branches and leaves that occur during shipping are not considered defective or damaged, as this is normal wear and tear that plants can easily recover from. Please Contact Us within 24 hours of delivery with any issues with the plant(s)/product(s) you received. This can include damaged product (ie tree truck scratched up, open soil bags, broken pottery).
We warrant our stock to be true to its name and if any should be prove to be untrue, we will replace it with other stock, or return amount paid. Refunds are given for plant quality issues such as damage in shipment, pest or disease infestation, or if the wrong plant was shipped. But, in no case will we be held responsible for any amount greater than that originally received for such stock.
For returns, please email us within 24 hours of receiving your order. Again, because plants are living specimens we cannot accept preference returns. If the plant is damaged beyond recovery during shipping, we will email you with instructions on how to get a replacement. If you receive the incorrect plant, we will work with you to send the correct plant as soon as possible, or provide a refund.
**Please NOTE PlantCentral.ca does not take responsibility for stolen plants, plants damaged by animals, vandalism, neglect, and/or storm damage.
**Please water your plants upon arrival and give them water daily until planting, once planted continue to water as needed. It is recommended to schedule delivery when you're ready to plant.
**Please ensure that you select your products carefully, including the quantity, as we will not exchange or refund products that have been incorrectly ordered.
**Orders cancelled/changed after 24 hours will be subject to a 25% restocking fee. We will issue a store credit for the item(s) cancelled/changed.
PlantCentral After Care Service
You put the time and the effort into your new garden landscape, and the last thing you want to worry about is if your plants perish.
Purchase PlantCentral's After Care Service option, we'll cover your plants for 1-year. If your plant fails to grow (it dies over the Winter) during your warranty period, just call us or contact us through email. All we ask is that you email us a picture of your dead plant for verification.
We will issue you a store credit for 100% of the plant's purchase price! -excluding shipping, installation, and/or warranty & aftercare cost.
What's included with your PlantCentral After Care Service:
- Fertilizing your new plants with transplanter fertilizer.
- Winter preparation and winter protection your new plants.
- 1-year warranty on your plants.
Please Note:
PlantCentral's After Care Service option must be purchased at the time of checkout and cannot be added after your order has been completed. Replacement plant shipping, installation, and/or aftercare cost is at the expense of the customer.
Warranty claims will be accepted from June 1st to October 31st. This is to ensure that the plants are not in a dormant state.
Plant's planted in containers, damaged by animals, vandalism, neglect, and/or storm damage are not covered under PlantCentral's Guarantee and 1-Year Warranty.