Refund policy

Plant Guarantees & Warranties

Every plant we deliver is covered. Here is exactly what you get, what we need from you, and how to use it. Effective September 23, 2026.

The 60-second version

Something wrong on delivery day? Text us within 24 hours. Full refund or swap, free, no questions asked.
Plant dies in the first 30 days? We replace it once. Free plant, $29 delivery.
Want longer? Buy the Plant Survival Warranty for 90 days or 1 year.
For the 30-day, 90-day and 1-year coverage you must activate it by sending two photos within 10 days of delivery. Activate here.
Plant in the ground within 7 days, on drip irrigation. Potted plants are not covered.

The four levels of coverage

Coverage	How long	Cost	Replacement delivery fee	Activation needed?
No Questions Asked Arrival Guarantee	24 hours from delivery	Free, automatic	None	No
30-Day Plant Health Guarantee	30 days from delivery	Free	$29 flat	Yes
90-Day Survival Warranty	90 days from delivery	Paid add-on	$29 flat	Yes
1-Year Survival Warranty	1 year from delivery	Paid add-on	$29 flat	Yes

1. No Questions Asked Arrival Guarantee (free, no activation)

This one is exactly what it says. If a plant shows up damaged, wrong, or unhealthy, tell us within 24 hours of delivery and we make it right. Full refund or a swap, your choice, no delivery fee, no photos of irrigation, no conditions. Text 612-214-1955 or email azshop@threetimbersservices.com. If it arrived wrong, that is on us.

2. Activation: how the longer coverage turns on

The 30-day, 90-day and 1-year coverage all work the same way. They start when you send us two photos:

Your plant in the ground
The drip line or emitter at the base of that plant

You have 10 days from delivery. We email you the link a few days after your plants arrive, or go straight to threetimbersshop.com/pages/activate.

Why we do it this way. We used to ask for these photos only at claim time. Nobody had them, because nobody photographs a healthy plant on day one. So we ended up denying claims from customers who had done everything right. That was a bad system and it was our fault. Asking up front means your coverage is confirmed in writing before anything goes wrong, and a real claim gets approved fast instead of turning into an argument about what happened two months ago.

Without activation, the 30-day, 90-day and 1-year coverage does not apply. Your 24-hour Arrival Guarantee still does.

3. What you agree to, to keep coverage valid

Plant in the ground within 7 days of delivery
Run drip irrigation (drip line, emitter, or equivalent) at each covered plant
Follow the care guide on the plant's product page
Activate within 10 days

If you are hand-watering or keeping plants in pots, the paid warranty will not cover them. Please do not buy it. If you already did, email us within 14 days of purchase and we will refund the warranty fee, no questions asked.

4. Filing a claim

Tell us at the first sign of trouble. Do not wait until the plant is gone. Most problems are fixable in the first week and we would rather save the plant than replace it.
Go to threetimbersshop.com/pages/warranty-claim with your order number and a current photo.
We reply within one business day with a yes, or a no and the reason, or a question.

Approved claims get one replacement per plant, capped at what you originally paid for it. You cover the flat $29 replacement-delivery fee. Installation labor on a replacement is not included.

5. What is not covered

These exclusions apply to the 30-day, 90-day and 1-year coverage. They do not apply to the 24-hour Arrival Guarantee.

Plants left in their containers or kept potted
Damage from over-watering or under-watering
Neglect, transplanting after delivery, or relocating a plant
Pests or disease introduced after delivery, vandalism, or animal damage
Frost, freeze, drought, flood, wind, hail, or fire
Installation labor on replacements

If your situation is close to one of these lines, file the claim anyway and let us look at it. We would rather make a judgment call on a real photo than have you assume the answer is no.

6. Refunds on the plants themselves

Live plants are perishable, so outside the 24-hour Arrival Guarantee we handle problems through replacement rather than refund. If your order has not been delivered yet and you need to cancel or change it, email us and we will sort it out. Warranty add-ons are refundable in full within 14 days of purchase.