Returns & Replacement Policy
Eureka Farms Guarantee™
At Eureka Farms, we take pride in delivering the highest-quality plants and trees to our customers. We make every effort to ensure each order is delivered on a timely manner in the highest quality possible.
Our 30-day warranty covers plants that experience health issues within the designated grow zone. If a customer encounters such issues with a plant purchased from Eureka Farms within 30 days of its arrival, they may be eligible for a replacement. To qualify for the warranty, customers must notify us of the issue and provide necessary documentation, such as photos or descriptions of the problem.
We ask that you provide us with clear photos of the plant and any issues you are experiencing. This will help us better understand the situation and provide the best possible solution.
Please note that plants require proper care and time to adjust and thrive in their new environment, in many instances it may take a few weeks for plants to climatize to their new environment's humidity levels. In cases where buyers do not provide proper care or purchase plants outside of your recommended growing zone, your purchase will not be covered by our guarantee.
If you purchase a deciduous tree during winter or early spring, it may be in dormancy. If it fails to emerge by May 30th, we will guarantee it outside of the five-day notification period. Please contact us before May 30th, and we'll review and assist you with your order. We may request photos to help save your plant or tree, which might just be stressed from transit.
At Eureka Farms, we want you to be completely satisfied with your purchase and we will work with you to ensure their continued health and growth.
Cancellation Policy
At Eureka Farms, we take pride in fulfilling orders quickly and efficiently to ensure that our customers receive their plants and trees as soon as possible. Once you submit your order and the checkout process is complete, we begin processing and packing it immediately. Your credit card will be charged at this time.
As we take great care in hand selecting and packing your items, cancellations and changes must be made within 12 hours of placing your order. After your order has been packed and shipped, we cannot make any modifications or cancelations. In the event that your order remains in our possession and you wish to cancel before plant(s) are shipped we can accept a cancellation request, however we will need to charge a 20% restoking fee.
Preorders made during winter months (January-March) where we agree to hold plant(s) at our facility until weather conditions permit, or for orders scheduled to ship on a specified date, you may cancel your order up to 48 hours prior to your scheduled shipping date. We understand that plans may change, and we want to accommodate your needs as much as possible.
Although we do our best to accommodate any changes to your order, once it leaves our nursery, we have no control over it. If you have any questions or concerns about your order, please email us at support@eureka-farms.com, and we'll be happy to help you in any way we can. Thank you for your understanding.
Shipping
At our company, we strive to ship your orders as quickly as possible in order to ensure their health and longevity. However for west coast buyers we reserve the right to delay shipment on orders placed on Wednesday, Thursdays, Fridays, or weekends until the following week. By delaying shipments during these days, we can ensure that your plants spend less time in transit and ensure a higher quality plant(s) for your enjoyment.
We strive for accuracy when it comes to shipping dates, but sometimes we need to allow mother nature to take its course. External factors, including but not limited to weather conditions, such as storms or overcast rainy days, may occasionally cause delays processing orders, in shipping or in transit.
When it comes to shipping live products, there are unique challenges involved. Occasionally, severe weather forecasts or other unforeseen circumstances may arise that could delay our shipping process. Rest assured that if this happens, we will keep you informed every step of the way. The health and well-being of your plants are one of our highest concerns, and we will do everything in our power to get them to you in the best condition possible.
We appreciate your understanding and cooperation in this matter, and we hope that our commitment to delivering healthy and beautiful plants will continue to exceed your expectations. If you have any questions or concerns about our shipping policy, please feel free to contact us at any time.
Shipping Delay Request
At our company, we understand that there may be times when you would like to delay your shipment to better accommodate your schedule. If you wish to delay your shipment, please leave a note for our customer service team at the time of checkout.
Please note that we can only honor delay requests that are received at the time of order placement. Additionally, orders that have already been processed and/or shipped cannot be delayed.
Returns & Exchanges
We want you to be happy with your purchase, and that's why we accept returns and exchanges within 7 days of delivery. Please note that because plants and trees are living organism, we can only accept limited returns - we want to ensure that they survive the journey back!
To be eligible for a return or exchange, the product must be in its original packaging and arrive un-damaged. Returns that are not in the original packaging will not be accepted.
Please keep in mind that shipping fees from the original order are non-refundable, and a 20% restocking fee will be deducted from the total refund. Shipping costs for exchanges will apply.
Once your return is received, please allow approximately 5-10 business days for processing.
Out-of-Grow Zone Purchases
Plants purchased from Eureka Farms that are intended for growth in a different grow zone than the one specified by the plant's requirements cannot be covered by our policy. It is important to consider the specific environmental conditions and climate suitability of plants before making a purchase.
Pot Sizes
Here at Eureka Farms, we want to ensure that you are aware of our plant container sizes. We list our sizes in industry-standard trade gallons, which are actually smaller than conventional gallon measurements. Please keep this in mind when selecting a size. Additionally, it is possible that some of our plants may need to be repotted, pruned, or tidied up before they are shipped to you. However, rest assured that we always strive to deliver healthy and robust plants to our customers. Thank you for choosing Eureka Farms for your greenery needs!
Growth
Hey there! We want to make sure that you are aware that the growth rates of our products are based on ideal growing conditions. However, please keep in mind that trees are like humans and all grow differently. We cannot guarantee how quickly your trees will grow, fruit or flower, as every plant is unique and requires proper nurturing in a suitable environment. It's important to note that every home and landscape is also unique, so your results may vary. We appreciate your understanding and look forward to providing you with healthy and flourishing plants.
Reporting
At Eureka Farms, we guarantee the quality of our plants when handled and cared for properly. We recommend that you do not repot your plants for at least 30-60 days after they arrive, as this allows them time to acclimate to their new environment. If you decide to repot your plants within this time frame, please note that they will not be covered by our 30-day guarantee.
We take great care to ensure that our plants are healthy and thriving before shipment. However, repotting plants too soon after arrival or removing the soil from the root mass can shock the plant's health and interrupt the acclimation process, potentially harming the plant. To ensure the best possible outcome for your plants, we advise waiting until they have had time to acclimate before repotting.
If any issues arise with your plants within 30 days of their arrival and you have followed our planting and care instructions, please notify us immediately via email at support@eureka-farms.com. We will work with you to find a solution!
Tree Dormancy
We want to let you know that many leaf-bearing trees and plants enter dormancy or semi-dormancy in the fall through early spring. During this time, it is normal for these plants to exhibit fewer leaves, discoloration or complete leaf drop, but they are still completely healthy. In fact, dormancy is essential to the plant's health and makes the transplanting process easier for your tree or plant.
Planting during dormancy promotes root growth, giving your tree or plant a better start for spring when new foliage will begin to grow. For this reason, we intentionally keep our trees dormant longer in the spring. It's possible that your shipped trees and plants may still be dormant while local trees are leafing out. However, if you give your plants a few weeks, you will soon see new spring foliage!
**Please note that we will not accept a plant loss claim for dormant items until they have been planted in the ground and given adequate time to exit dormancy. Additionally, we offer free pruning of our trees and plants before shipping, which may temporarily reduce the size of your tree but promotes growth for a larger, fuller effect come spring. Thank you for understanding, and we look forward to providing you with healthy and thriving trees and plants.
How do I know if my plant is dead?
If you're wondering whether your plant is still alive or not, simply observing if it has dropped some leaves may not be enough. Instead, try scratching the trunk or stem with a fingernail or coin at the base of the plant. If the tissue underneath is green and moist, then the plant is alive and will continue to grow new buds. On the other hand, if the tissue is dried, and appears black or brown, then the plant is likely dead. Remember, when in doubt, you can also check the condition of the roots by gently lifting the plant out of its pot to see if they are firm and healthy, or brown, mushy, and emit a bad odor, indicating a dead plant.