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

7-Day Arrive Alive Guarantee: Notify us within 7 days of receiving your order of a missing or dead potted or bareroot plant to qualify for a full refund of the cost of your plant. For damaged plants, a partial refund will be issued after a Raintree Horticultural review. Photo and scratch test (for ALL plant claims) verification is required to approve a claim.

• We guarantee that our plants will be true to name.
• If a plant tag is missing, we are unable to ship a replacement. Please check inside the pot; it may have moved around in transit. We recommend getting an aluminum or permanent marker tag. You can send us a photo to verify the plant you received. 
• We are not responsible for lost or stolen packages once delivered.    

30-Day Hassle-Free Store Credit: Failed to notify us within 7 days? No problem, we’ve got you and your plant covered. Notify us within 30 days of receiving your order of a missing, dead, or severely damaged bareroot plant, and your order will qualify for store credit for the cost of the plant that can be used on any future order. Credit is valid for 2 years and excludes the cost of shipping. Photo and scratch test (for all plant claims) verification is required to approve a claim. We reserve the right to deny a claim if a scratch test shows green and/or our Staff Horticulturist determines that the plant is still alive and viable. Potted plants and orders containing bareroot plants placed after May 15th (Spring shipping) do not qualify for 30-Day Hassle-Free Store Credit. 

• We do not guarantee plants outside of their growing zone
• We do not accept returns or issue return labels
• We do not guarantee overwinter plant failures on potted or bareroot plants
• Plants may arrive with dried or broken branches; usually, the damage is minor and can be remedied with appropriate plant care, as provided in our Growing Guides. Depending on damage in transit, Horticulture can review and asses for partial store credit. If dead and notified in 7 days, a refund will be issued. 
•  We reserve the right to deny a claim with a scratch test that shows green, in the cambium layer on the main truck, and/or 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.
• Orders placed after May 15 do not qualify for 30-Day Hassle Free Store Credit
• Sale items greater than 20% off are not eligible for 30-Day Hassle-Free Store Credit

Fall Shipping does not qualify for the 30-Day Hassle-Free Store Credit Guarantee, only the 7-Day Arrive Alive Policy.

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

1. Fill out this form or email help@raintreenursery.com 
2. Attach photos of damage to plant from transit
3. Attach a photo of the scratch test (if applicable)

Claims submitted within 7 days of receiving your order 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 will not qualify for a cash refund, but may qualify for store credit. 

If the plant is missing, either a replacement or a refund will be issued. 

How to request store credit under our 30-Day Hassle-Free Guarantee:

1. Fill out this form or email help@raintreenursery.com 
2. Attach photos of damage to the plant from transit 
3. Attach a photo of the scratch test (if applicable) 

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

FAQs on Raintree Guarantee Coverage for Specific Plant Cultivars

• Combination Trees: If a graft on a multi-graft tree breaks, a partial refund for each broken graft if notified within 7 days. (Ex: 4-in-1 Combo Tree with 1 broken graft will receive a 25% refund).
• Raspberry Canes: Claims regarding a failed raspberry cane require proof of new life. If they do not push new growth within 30 days of receiving the order, we will provide store credit for the cost of the cane that failed. Not available for refund. A photo is required to approve the claim. To verify if new growth has occurred, simply check for new growth pushing from the dirt. If necessary, uncover the roots to see if there are any signs of life (new white roots). Be sure your raspberry cane is not buried too deeply. Watch our Raspberry Planting video for support. 
• Regarding Mushrooms, Tubers, Rhubarb, Asparagus, Ginger, Horseradish, Oca, Cinnamon Vine
  • Disclaimer on Horseradish, Oca: If wet, and soft spots are visible on the plant, read the Growing Edible Tubers Guide for instructions on how to plant. Please reach out within 30 days if issues persist. A partial refund or credit will be provided for a failed tuber. Replacements are not available as they are sent in a multi-pack. 
• Asparagus does not qualify for replacement reshipping. A missing or dead crown will be issued a partial refund or credit. 
• Bareroot Strawberries are not eligible for reshipment due to missing crowns.
  • A partial refund or credit will be provided for bundles of crowns that have fewer than 20 in an order. The replacement bundle is not provided as they are sent in bundles of 20-25.

How to perform the Scratch Test