Shipping, Receiving, & Returns

Table of Contents:

SHIPPING:

  1. The Most Sustainable in the Industry
  2. Shipping Delays and Pre-order Plants
  3. Shipping Schedule and Costs

 

RECEIVING:

  1. Package Tracking
  2. Receiving Your Package
  3. Unpacking Your Plants
  4. Immediate Care

 

RETURNS:

  1. Filing a Claim with ROUTE - (Package Damaged, Lost, or Stolen)
  2. Return Policy #1 - (Issues upon arrival )
  3. Return Policy #2 - (Issues after 7 days)
  4. Return Policy #3 - (Issues after 3 months)

PLANTS PACKED WITH LOVE & CARE:

You'll notice right away, we take the time to wrap your plants with care and love before we send them on their journey.  Our secure packing method keeps your plants safe and protected until they arrive at your doorstep.  You can feel good that you’ll receive your native plants in all biodegradable and recyclable packing materials (with the exception of the security staples).* WE ARE HANDS DOWN THE MOST SUSTAINABLE IN THE INDUSTRY!  And what's more, any order can be made carbon neutral with a single click!

*We are sad to say we just discontinued our 1 gallon eco-pots for our 1 gallon plants.  We can't find a suitable size eco-pot for this plant size at this time.  Please reuse the plastic pot. 


SHIPPING DELAYS & PRE-ORDER PLANTS:

Due to extremely high order volume at this time, EXPECT TO RECIEVE YOUR ORDER 2-3 WEEKS from the time of payment.  (If you'd like your order shipped on a specific date, please send us an email.) 

If you chose a plant that is on PRE-ORDER (please double check your order), we will ship your entire order when all items are ready.  (If you'd like multiple shipments, please send an email with the dates and we'll send you an invoice for additional shipping fees.)

If you chose "PICK-UP AT THE NURSERY", please schedule your pick-up during nursery hours AT THE LINK HERE.  Please schedule your visit after all your items are ready.


SHIPPING SCHEDULE & COSTS:

Shipping Schedule

We ship weekly, Monday through Thursday.  Long distance orders are consolidated for Monday and Tuesday shipment to ensure they don't sit in a shipping warehouse over the weekend.  

Shipping Seasons 

We take a break from shipping every year during the hottest period (worst for shipping and planting), between June 15th and September 15.  Any orders received during this time will be shipped when we resume shipping in September. 

Winter shipments are shipped in the order they are received, unless specified by the customer otherwise.  This means some of our Northern customers may receive their plants in the dead of Winter.  Please let us know if you'd like your shipment delayed. 

***NOTE:  Unfortunately, we generally can't hold bare root plants past the end of February.  

Shipping & Handling Costs:

Our shipping & handling prices are estimated by our website based on the weight of the plants in your order.  They are based on real time quotes of our couriers, plus a small surcharge for handling costs.  Our eco-friendly packing supplies costs far more than traditional supplies and take additional time to ship. 


PACKAGE TRACKING:

Upon your plant's departure from our nursery, you will receive an email with your tracking # and unpacking instructions for your shipment.  Keep an eye on your tracking status to make sure your home soon after your plants arrive.  We ship with FedEx, UPS, or USPS - depending on the package size/weight/distance.    


RECEIVING YOUR PACKAGE:

Immediately upon arrival, inspect the exterior of the box for any damage from the courier's handling of the plant.  IF ANY DAMAGE IS DISCOVERED, take multiple pictures of the box and see our return policy and claim process below.   Hopefully you purchased ROUTE shipping insurance for your order!  Approximately 2% of our orders are damaged by our couriers.


UNPACKING YOUR PLANTS:  

Open the box and inspect the interior of the box for any damage from the courier's handling of the plant.  Again, IF ANY DAMAGE IS DISCOVERED, take multiple pictures right away and see our return policy below.  Approximately 2% of our orders are damaged by our couriers.

Removing the Inner Liners:

Inspecting the package, you’ll see your plants are securely fastened to an inner liner box that is stapled to the outer shipping box. Don’t try to pull the plant out with force! You may damage it or the eco-pot, or spread soil around.

Simply reach into the box and pull the outer box away from the inner liner box, effectively pulling out the staples and freeing the plant.  Alternatively, you can also easily remove the staples from the outside with a needle nose pliers, and then slide the inner box out.  If you can’t access the staples or the inner liner (in long vertical boxes), you’ll have to cut the box down to a point where you can follow the instructions above. 

Unwrapping a Potted Plant:

Once you have the inner liner box free, cut loose (or untie) the strapping/wrapping, and slide your plant (wrapped in kraft paper) from the inner liner. Holding upright, unwrap the kraft paper carefully to reveal your plants and their labels. The plant or soil may fall out of the pot if not handled carefully.  Lift the plantable eco-pot from the sides and bottom, or with two hands.  It can be fragile, especially when wet. 

Unwrapping a Bare-root Plant:

Bare root plants are wrapped with sawdust in a burlap bundle.  Simply untie the jute twine and unwrap your bare root plants.  


IMMEDIATE CARE:

Place plants in the shade and give them water as they transition from the shipping box.  They can stay in their plantable eco-pot for up to one month awaiting a home in your garden.  See the "Design, Planting, and Care” page for instructions on how to plant in your eco-pot.  

If you have bare-root plants, you can place them directly in the ground in your garden, put them in pots inside temporarily, or store them for a short while in sawdust or leaves.  See our instructional blog post HERE for more information. 


Filing a Claim w/ "ROUTE":

TO FILE A CLAIM for a package that is damaged, lost, stolen, you need to have purchased "Route Shipping Insurance" during the checkout process.  Please follow the email instructions from Route (or visit Route.com) to download the app, create an account, and file a claim.  Be sure to include photos of the damage.  They cover over 80% of claims.  Let us know if they don't cover something, and we'll see if there's anything we can do on our end.   

IF YOU DID NOT PURCHASE SHIPPING INSURANCE, we will not be able to cover any losses due to the carrier (Fedex, UPS, USPS).  We are sorry!


 

RETURN POLICY (issues upon arrival):

Package Damaged, Stolen, or Lost: (covered by ROUTE - see above) 

OTHER ORDER ISSUES:

If you are unsatisfied with the conditions of your plant upon arrival, please take pictures of the plants you're concerned about and CONTACT US WITHIN THE FIRST 7 DAYS - WE ARE HAPPY TO HELP WITH THE ISSUE.  Please refrain from leaving a poor review until you have tried to work with it out with us. 

Email nativefoodsnursery@gmail.com or call 541-600-4270 with the issue written in the subject line or left in the message.  We will respond as soon as we can, certainly within 3-4 days.  We care greatly about your satisfaction; we'll be generous in our response, and we also reserve the right to make the determination about appropriate reimbursement, if any, for the issue reported.      

***NOTE:  Many of our plants are shipped when they are dormant, often without leaves.  These plants are not dead, but just waiting for the right light and temperature conditions to emerge.  This is true for most bare root plants we sell, as well as for bulbs and root during their dormant season (late summer through early Spring). 


RETURN POLICY (issues after 7 days):

We do our best to make sure your plants arrive healthy and happy.  However, we can’t guarantee against problems that can arise once they're in your care for more than 7 days (at which point they should have readjusted from the shipping experience).  Late frosts, lack of watering, excess heat or cold, deer browse, and gopher predation are all examples of problems that we can’t protect your dear plants from!  If you follow the site prep, placement, and planting recommendations, and regularly attend to your plant, it should remain healthy and happy and multiply.  

IF YOU HAVE CARED FOR THE PLANT AS RECOMMENDED, and it still dies or becomes severely ill, we welcome you to let us know.  It's possible it may have been an issue with our inventory, and we may be able to send replacements.  An example of this might be a bare root plant shipped in Winter that is dormant upon arrival, yet even after Spring comes, fails to leaf out. 

Send us pictures of the plant, an explanation of what happened (or didn't), and what remedy you're requesting.  WE CAN'T PROCESS A REFUND WITHOUT PICTURES!

***NOTE:  Many of our plants are shipped when they are dormant, often without leaves.  These plants are not dead, but just waiting for the right light and temperature conditions to emerge.  This is true for most bare root plants we sell, as well as for bulbs and root during their dormant season (late summer through early Spring). 


RETURN POLICY (issues after 3 months):

We don't cover any issues with the plants that arise after 3 months within you care.  Please place another order, and we can send you a new one to give it another try!  


 

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