How to request a refund or store credit under our Raintree Guarantee

The Raintree Guarantee We want you to feel confident ordering from Raintree. Our plants are shipped with care, and we back them with our guarantee to make sure you're supported if something goes wrong.

✅ 7-Day Arrive Alive Guarantee

Notify us within 7 days of receiving your order if a potted or bareroot plant arrives missing or dead, and you'll qualify for a full refund of the plant's cost. For damaged (but living) plants, a partial refund may be issued after a Raintree Horticultural review.

📸 Photo and scratch test verification is required for all plant claims.

Additional notes:

• We guarantee all plants are true to name. If a plant tag is missing, check inside the pot — it may have shifted in transit. We recommend using an aluminum or permanent marker tag. You can send us a photo and we can help verify what you received.
• We are not responsible for lost or stolen packages once delivered.
• We reserve the right to deny a claim if a scratch test shows green cambium, or if our Staff Horticulturist determines the plant is still alive and viable.
• We reserve the right not to re-issue credit for the replacement of already-replaced trees.

🗓️ 30-Day Hassle-Free Store Credit

Missed the 7-day window? No problem. Notify us within 30 days of receiving your order of a missing, dead, or severely damaged bareroot plant, and you'll qualify for store credit for the cost of the plant. Credit is valid for 2 years and excludes shipping costs.

📸 Photo and scratch test verification is required. Claims submitted without a photo will not be approved.

This policy does not apply to:

• Potted plants
• Bareroot plant orders placed after May 15th (Spring shipping)
• Fall shipping orders (only the 7-Day Arrive Alive Policy applies)
• Sale items discounted more than 20% off

We reserve the right to deny a claim if a scratch test shows green cambium, or if our Staff Horticulturist determines the plant is still alive and viable.

⚠️ What Our Guarantee Doesn't Cover

• Plants grown outside their recommended hardiness zone
• Overwinter failures on potted or bareroot plants
• Minor transit damage such as dried or broken branches — these can typically be remedied with proper care (see our Growing Guides). Depending on the extent of damage, our Horticulture team may be able to review for partial store credit.
• Returns — we do not accept returns or issue return labels

🌱 Our "Great Experiment" philosophy: Experimentation in the garden involves risk. The Arrive Alive Guarantee covers plant health on arrival — customers are responsible for researching zone suitability and proper planting practices before ordering.

🌿 Guarantee Coverage for Specific Plant Types

Combination (Multi-Graft) Trees

If a graft on a multi-graft tree breaks, a partial refund is available for each broken graft if reported within 7 days. For example, 1 broken graft on a 4-in-1 Combo Tree = a 25% refund.

Raspberry Canes

Raspberry cane claims require proof of new growth. If canes do not push new growth within 30 days of receiving your order, we will provide store credit (not a refund). A photo is required.

To check for signs of life: look for new shoots emerging from the soil, or gently uncover the roots to check for new white root growth. Make sure canes are not buried too deeply. Watch our Raspberry Planting video for guidance.

Asparagus

Asparagus does not qualify for replacement reshipment. A missing or dead crown will be issued a partial refund or credit only.

Bareroot Strawberries

Bareroot strawberries are not eligible for reshipment. A partial refund or credit is available for bundles that arrive with fewer than 20 crowns (as they are shipped in bundles of 20–25). Replacement bundles are not provided.

Tubers, Mushrooms, Rhubarb, Ginger, Horseradish, Oca & Cinnamon Vine

A partial refund or credit will be provided for failures. Replacements are not available, as these items are sent in multi-packs.

Horseradish & Oca: If your tubers arrive wet or with soft spots, refer to our Growing Edible Tubers Guide for planting instructions. Please contact us within 30 days if issues persist.

📬 How to Submit a Claim

To request a refund under the 7-Day Arrive Alive Policy:

1. Fill out our claim form or email help@raintreenursery.com
2. Attach photos of any transit damage
3. Attach a photo of your scratch test (required for all plant claims)

Claims submitted within 7 days will be reviewed and processed. If approved, a full or partial refund will be issued for the cost of the plant. Claims submitted after 7 days do not qualify for a cash refund but may qualify for store credit. If a plant is missing, we will issue either a replacement or a refund.

To request store credit under the 30-Day Hassle-Free Guarantee:

1. Fill out our claim form or email help@raintreenursery.com
2. Attach photos of any transit damage
3. Attach a photo of your scratch test (required for all plant claims)

Claims submitted without a photo will not be approved. Claims submitted after 30 days will not be approved.

🔍 How to Perform the Scratch Test

The scratch test is the most reliable way to check whether a bareroot or dormant plant is still alive. Watch our video below or read our full step-by-step guide.

Scratch Test Resources

📺 Watch the video on YouTube

📖 Read the full Scratch Test guide

Our guarantee policies may be updated from time to time. Have questions about a specific claim or situation? Contact our team — we're happy to help.