At Nature Garden Store, we are dedicated to helping your garden thrive. We take immense care in selecting, packing, and shipping our plants to ensure they arrive at your doorstep healthy and ready to grow. However, we understand that sometimes a plant may not meet your expectations. Our Returns & Exchanges policy is designed with the same care and transparency we apply to nurturing our plants.

Our Policy

We gladly accept returns and exchanges for most items within 15 days of your receipt of the shipment. To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in its original packaging.

Please Note: Due to their perishable nature, live plants, trees, and shrubs are typically non-returnable unless they arrive dead, damaged, or are the incorrect variety. This includes all items listed in our menu such as Apple Trees, Avocado Trees, Azaleas, Banana Trees, Berry Bushes, Bougainvillea, Camellias, Citrus Trees, and all other living plants. Please see the “Non-Returnable Items” section below for details.

Non-Returnable Items

To ensure the health and safety of our plants and our customers’ gardens, certain items cannot be returned or exchanged for reasons other than damage or error on our part:

  • Live Plants, Trees, and Shrubs: All living flora are final sale once shipped and received. This policy is in place to prevent the potential spread of pests or diseases between gardens. We can only replace them if they arrive dead, significantly damaged, or if we sent the wrong species. A photo must be provided for assessment.
  • Gift Cards
  • Clearance Items or any discounted items marked as “final sale.”

How to Initiate a Return or Exchange

To start a return or exchange, please follow these steps:

  1. Contact Us: Within 15 days of receiving your order, email our customer care team at [email protected]. Please include your order number and details about the product you would like to return or exchange.
  2. Provide Information: For non-returnable items like plants that arrived dead or damaged, you must include clear photographic evidence in your first email.
  3. Wait for Instructions: Our team will review your request and provide you with a Return Merchandise Authorization (RMA) number and specific return instructions if your return is approved. Please do not send anything back without an RMA number.
  4. Ship the Item: For eligible, non-plant items, securely package the item using its original packaging and mail it to the address provided. The customer is responsible for return shipping costs unless the return is due to our error.

Return & Exchange Request Email Template

To help you get started, here is a template you can use for your request:

Subject: Return/Exchange Request - Order #[Your Order Number] Dear Nature Garden Store Team, I would like to request a [return/exchange] for an item from my recent order, Order #[Your Order Number], placed on [Order Date]. The item I wish to [return/exchange] is: [Product Name and Quantity]. Reason for request: [Please provide a detailed reason, e.g., "item damaged upon arrival," "incorrect item received," etc.] For plant issues, I have attached photographs of the plant(s) as received for your assessment. Please advise on the next steps at your earliest convenience. Thank you, [Your Full Name] [Your Phone Number]

Refunds

Once your return is received and inspected (for eligible items), we will send you an email to notify you. We will also notify you of the approval or rejection of your refund.

Timing: If approved, your refund will be processed within 5 business days, and a credit will automatically be applied to your original method of payment.

Method:

  • Credit/Debit Card (Visa, MasterCard, JCB) & PayPal: The refund will be issued back to the original payment method. The time it takes for the refund to appear on your statement depends on your card issuer’s or PayPal’s policies, but it typically takes 5-10 business days after we process it.

Please note that the original cost of standard shipping is non-refundable. If you received free shipping, the value of the discounted shipping may be deducted from your refund.

Exchanges

We only replace items if they are defective, damaged, or if we sent the wrong item. If you need to exchange it for the same item, please contact us at [email protected] using the template above.

Questions?

If you have any questions about our Returns & Exchanges policy, please don’t hesitate to contact our friendly customer care team.

Email: [email protected]
Address: 62 Harry Place, SEATTLE, US 98101