Guarantee & FAQs
Ordering plants online should feel easy. We pack with care, ship nursery-direct, and stand behind every plant—so you can order with confidence.
What’s covered
Arrival Guarantee
If your plant arrives damaged or in poor condition, email us within 7 days of delivery. We’ll make it right with a replacement at no cost (including shipping).
Shipping live plants through the mail can be stressful at times. We ship over 100,000 plants each year, and occasionally a plant may arrive a bit wilted or with minor cosmetic damage. If that’s the case, please report it— and we may recommend giving the plant 7–14 days to recover (we’ve had great success with plants bouncing back).
1-Year Plant Warranty
Every plant includes a free 1-year warranty based on 1 year from the delivery date (arrival date). If a plant fails within that window, we’ll provide a replacement plant.
Warranty replacements require a shipping charge.
File a claim (it’s easy)
Send your order number and a short description to info@greenpromisefarms.com.
Photos are required for all claim types so we can help quickly. For shipping-related issues, include photos of the box and packing materials too.
We’ll respond with next steps. For minor shipping stress, we may recommend allowing 7–14 days for recovery before replacement.
Quick tips that help plants recover
- Unbox promptly and remove packing materials.
- Water as needed and place in bright, indirect light.
- Give the plant a few days to settle after transit (shipping can cause temporary wilt).
Exclusions
We keep exclusions simple and clear.
- Planted outside of our recommended USDA growing zone.
- Annual plants are excluded, including plants that are considered annual in nature in the United States. This includes annuals, select edible plants, and tropical plants.
- Plants labeled as holiday plants are excluded.
- Marketplace orders are excluded (nursery-direct orders only).
Warranty & Guarantee FAQs
What’s the difference between the Arrival Guarantee and the 1-Year Warranty?
The Arrival Guarantee covers plants that arrive damaged or in poor condition and must be reported within 7 days of delivery. Replacements ship at no cost.
The 1-Year Plant Warranty covers plants that fail within 1 year from delivery. A replacement plant is provided, and warranty replacements require a shipping charge.
My plant arrived wilted—what should I do?
Please email us photos within the Arrival Guarantee window. Shipping can cause temporary stress, and many plants recover with a little time, water, and light. In some cases we may recommend allowing 7–14 days for recovery before moving forward with a replacement.
What does “1 year from delivery” mean?
Your 1-year warranty window starts on the date the order is delivered (arrival date), not the purchase date. Example: If you pre-order in January and your plants arrive in April, your warranty would start in April.
Do you require photos for claims?
Yes—photos are required for all claim types so we can evaluate the issue and help quickly.
Dormant plants (winter): what should I expect?
Some plants may arrive dormant in cooler months—or may go dormant after delivery. Dormancy is normal and healthy, and many plants will leaf out when conditions are right.
Can planting in the wrong zone affect coverage?
Yes. Planting outside of our recommended USDA growing zone is excluded from coverage.