When you place an order, you’re agreeing to the following terms:
Growing & Glowing Guarantee: Base 45-Day Guarantee (Free with every plant!)
Effective Date: August 29, 2025
Coverage Period: 45 days from confirmed delivery date
Covered Issues (within 45 days only):
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Dead on arrival (DOA)
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Shipping damage beyond normal transit stress
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Early plant failure due to quality defects
Customer Care Requirements: The customer must follow the proper planting and care instructions as provided. Failure to provide adequate care voids all guarantee coverage.
Required for All Claims:
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Contact Nature Hills at support@naturehills.com within 45 days
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Provide photos showing the damaged/failed plant and original packaging
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One replacement plant per one failed plant, maximum
Remedy Options:
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Re-ship replacement plant - Nature Hills covers shipping costs for replacement.
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If an identical product is unavailable, receive equivalent value store credit
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100% Store Credit (recommended) — fastest processing, no fees
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Refund to original payment method — original purchase price minus 25% administration fee (shipping costs non-refundable)
Definition Clarification: Normal shipping stress (minor leaf drop, wilting, or superficial damage) is expected and not covered under this guarantee.
Geographic Limitation: The guarantee applies only to plants shipped within their recommended USDA growing zones, as specified on the product pages.
Important Exclusions: This guarantee does NOT cover losses caused by: improper planting, inadequate care, livestock/wildlife damage, drought, excessive watering, pest damage, disease, herbicides, insecticides, natural disasters, extreme weather, or installation outside recommended growing zones.
Limitation of Liability: Our total liability under this guarantee shall not exceed the original purchase price of the affected plant(s).
Grandfathering Provision: Orders placed before August 29, 2025, remain subject to the previous Growing & Glowing Guarantee terms (1-year coverage with up to 50% store credit). This updated guarantee applies only to orders placed on or after August 29, 2025.
Base ends 45 days after delivery. Warranty upgrades below extend protection for planted, cared-for plants.
Paid Warranty (Optional purchase)
Effective Date: August 29, 2025
Coverage Period: 1 full year from confirmed delivery date
What's Covered: Planted, cared-for plants that fail due to:
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Quality defects
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Early plant failure (beyond 45-day base guarantee period)
Customer Care Requirements: Must follow proper planting and care instructions. Plants must be properly established and maintained.
Required for All Claims:
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Contact Nature Hills within 1 year
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Provide photos of the failed plant and proof of proper care
Remedy: 100% store credit only (no refunds, no shipping charges)
Important Notes:
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Paid warranty begins after the 45-day base guarantee expires
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The same exclusions apply as the base guarantee
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Replacement orders are not eligible for additional warranty coverage
Terms Updates: We reserve the right to update these terms at any time. Continued use of our services constitutes acceptance of updated terms. Material changes will be communicated via email or posted on the website.
Force Majeure: We may suspend (but not terminate) services due to circumstances beyond our control. Weather-related shipping suspensions protect live plants and do not constitute service failures warranting refunds.
Resolved in: binding arbitration administered by the AAA under its Consumer Arbitration Rules, with hearings by videoconference or in the county where the customer resides. Small-claims actions may be filed in the customer’s county or in Lorain County, Ohio. For any dispute not subject to arbitration, exclusive jurisdiction lies in the state courts in Lorain County, Ohio and the federal courts of the Northern District of Ohio.
Guarantee & Warranty Eligibility
Products NOT Eligible for Any Guarantee or Warranty Coverage:
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Flower bulbs
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Annual plants
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Grass plugs
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Hard goods (fertilizers, tools, staking kits, etc.)
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Gift cards and certificates
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Digital products and services
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Shipping and handling fees
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Warranty purchases themselves
Universal Exclusions for ALL Guarantee & Warranty Programs: No guarantee or warranty coverage applies to losses caused by:
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Installation outside recommended USDA growing zones
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Livestock damage (deer, rabbits, etc.)
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Environmental factors: drought, flooding, hail, ice storms, fires
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Chemical damage: insecticides, herbicides, fertilizer burn
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Natural disasters and extreme weather events
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Customer negligence or improper care
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Normal plant processes (seasonal leaf drop, dormancy, etc.)
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Acts of God or circumstances beyond Nature Hills' control
Canceling Orders
Cancellation Window & Fees:
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Cancellations allowed: Only before fulfillment processing begins
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Cancellation restocking fee: 25% of total order value as liquidated damages to cover operational costs, where permitted by law. Some states may limit or prohibit such fees.
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Once fulfillment begins: No cancellations permitted under any circumstances
Your Options Upon Approved Cancellation:
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Within 45 days of the order date:
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75% refund: 25% of the original purchase price as liquidated damages for processing returned merchandise, where permitted by law.
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100% store credit (recommended) — retains full order value, no fees applied
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After 45 days of the order date:
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Store credit only - retains full order value, no fees applied
Order Changes: Minor changes to existing orders may be accommodated before fulfillment begins, but may incur additional processing fees. Contact customer service immediately if changes are needed.
Fulfillment Process Defined: Fulfillment begins when plants are pulled from inventory for your specific order, typically within 24 hours after order placement (weather dependent).
Accidental Duplicate Orders: Please contact us immediately if you have accidentally placed duplicate orders. We will review and may waive cancellation fees for verified duplicate orders, provided fulfillment has not begun.
Timeline for Cancellation Requests: Cancellation requests must be submitted during normal business hours (Monday - Friday, 8:00 AM - 4:00 PM EST). Orders placed on weekends or holidays will be fulfilled on the next business day.
Returns & Refusal Policy
Live Plants - No Returns or Refusals Accepted
Due to agricultural restrictions and the perishable nature of live plant materials, we cannot accept returns, exchanges, or package refusals for any plants, trees, or shrubs.
Delivery Issues with Live Plants
If you encounter problems with your plant delivery:
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You must accept the package (do not refuse delivery)
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Contact us within 3 days of delivery
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Follow our service team's guidance to resolve the issue
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We will work directly with you to find an appropriate solution under our guarantee terms
Hard Goods Returns
Eligible items: Fertilizers, tools, staking kits, and other non-living products. Return requirements:
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Must be in original, unopened manufacturer packaging
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Contact customer service before returning
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Customer pays return shipping costs
Hard goods refund: 75% of the original purchase price (excludes all shipping costs)
Complete Refund Policy Summary
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Live plants: No returns or refunds accepted (except where required by law) - use the guarantee/warranty process instead
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Order cancellations: Only before fulfillment begins (75% refund minus 25% admin fee)
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Hard goods: Returns accepted in original packaging for a 75% refund (excludes shipping)
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All other refunds: Must be approved through customer service on a case-by-case basis
Important: Failure to report delivery issues within 3 days voids all guarantee and warranty coverage.
Shipping Estimates
Seasonal Shipping: Live plant shipping may be suspended during extreme weather conditions to protect plant health. Customers will be notified of delays and may reschedule delivery.
Geographic Restrictions: Some plants cannot be shipped to certain states due to agricultural regulations. Restricted items will be noted during the checkout process.
Product Substitutions: We may substitute similar varieties of equal or greater value only with your express consent. If we cannot reach you for approval within 24 hours, we will not substitute and will issue store credit for unavailable items.
Pre-orders: Seasonal items may be available for pre-order with estimated ship dates. Payment is processed at the time of order placement, not at the time of shipping.
Delivery timeframes are estimates only and not guaranteed. Weather conditions, carrier delays, and seasonal demand may cause delivery to be extended beyond the estimated timeframe. No compensation or refunds will be provided for delivery delays.
The customer is responsible for providing an accurate shipping address. Address changes after order processing begins incur additional fees. We cannot ship live plants to P.O. Boxes.
The customer or authorized recipient must be available to accept live plant deliveries. Packages left unattended are at the customer's risk.
Shipping estimates are provided on the product pages of our website for every item we sell. Please note that shipping estimates are included in your emailed order confirmation. We strive to provide accurate estimates; however, please note that these are subject to change, pending weather conditions.
Damages & Errors in Fulfillment & Shipping
Immediate Inspection Required
Customers must inspect packages immediately upon delivery and report any issues within 3 days of delivery. Failure to report the problems within 3 days voids all guarantee and warranty coverage.
Normal Transit Conditions
Live plants may experience minor shipping stress during transport. The following are considered normal and NOT quality concerns:
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Minor leaf drop, wilting, or superficial damage
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Small scratches to blooms, leaves, or branching
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Minor scuffs to containers or packaging
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Slight root system disturbance
Weather-Related Shipping Delays
Live plant shipments may be delayed when temperatures are forecasted to be below 32°F or above 95°F at the origin or destination. These delays protect plant health and are not covered by guarantees.
Carrier Responsibility & Limitations
Once packages are transferred to shipping carriers, Nature Hills is not responsible for:
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Carrier delays, delivery attempts, or scheduling
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Mishandling during transit
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Packages confirmed delivered by the carrier but declared missing by the customer.
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Packages stolen after delivery
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Failed delivery attempts due to customer unavailability
Missing or Incorrect Items
If your order arrives with missing items or incorrect plants, contact customer service at support@naturehills.com within 3 days. Include photos of items received and the packing slip. We will reship missing items at no charge. If missing items are out of stock, you may substitute items of comparable value or receive an in-store credit.
Wrong Plant Shipments
We will replace products if we shipped an incorrect plant variety. However, we will not replace or refund items where the customer ordered the wrong plant type. The customer acknowledges understanding of the plant specifications as posted on the product pages at www.naturehills.com.
Incorrect or Missing Items
Wrong Plant Shipped by Nature Hills
If we sent you an incorrect plant variety, we will replace the product at our expense. We will replace or refund where required by law.
Customer Ordered Wrong Plant
We will not replace or refund items where the customer purchased the wrong plant type. By placing an order, you acknowledge that you understand the plant specifications as posted on each product page at www.naturehills.com.
Missing Items from Your Order
Contact customer service at support@naturehills.com within 3 days of delivery. Include photos of items received and the packing slip. We will reship missing items at no charge. If missing items are out of stock, you may substitute items of comparable value.
Reporting Requirements
All issues must be reported within 3 days of delivery to qualify for resolution. We replace or refund where required by law.
#ProPlantTips for Success
While we work tirelessly to provide all the information anyone could want about the plants we sell, it’s a monumental task that inevitably leaves some details out. However, we do give the base plant facts, such as USDA growing zone ratings and highlights.
We always suggest doing your own research when planning your garden with us. Other sources may state information differently, or a plant's highlights may have changed slightly in recent years. As a nursery that ships nationwide, we state plant facts based on the USDA Growing Zone Map and thus do not take into account specific microclimates. If you’re interested in learning about your microclimate, your local agriculture extension office is a valuable resource.
Keep in mind that basic care practices, such as watering, pruning, mulching, and selecting the right plant for your climate, all contribute to the success of your garden. These same practices also influence how plants are depicted in pictures and videos on our website. We strive to provide you with images of what the mature plant will look like once it is established in a landscape.
Container Size Specifications
Our plants are grown in containers sized according to industry-standard nursery trade specifications, which differ from standard liquid gallon measurements. Container sizes indicate the growing capacity and plant maturity level rather than liquid volume equivalents.
Container volumes (approximate):
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Quart: 0.25 gallons (1 quart)
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#1 container: 0.75 gallons (3 quarts)
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#2 container: 1.65 gallons
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#3 container: 2.3 gallons
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#5 container: 3.8 gallons
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#7 container: 6.5 gallons
These measurements reflect industry-standard "trade gallon" specifications established by the American National Standards Institute (ANSI Z60.1) for nursery stock containers. The actual soil volume may vary due to the presence of plant root systems and the settlement of the growing medium.
To see visual representations of industry-standard container sizes, please visit our #ProPlantTip article or Video.
Discounts & Coupons
Coupon Stacking Permitted: Multiple coupon codes may be combined on a single order unless specifically restricted by individual coupon terms.
Anti-Abuse Protections: We reserve the right to:
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Limit the total discount percentage per order, regardless of coupons used
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Cancel orders that appear to exploit coupon combinations beyond reasonable commercial intent
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Restrict or ban customers who repeatedly abuse coupon policies
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Modify or terminate any coupon program without notice
General Coupon Restrictions:
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No credit given for unused portions of any coupon
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Coupon codes exclude hard goods, grass plugs, warranties, and shipping/handling fees unless specifically noted
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Coupons must be applied at the time of purchase and cannot be applied to orders already placed
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Expired coupons cannot be honored under any circumstances
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Coupons are non-transferable and have no cash value
Order Modifications: Adding coupons to existing orders may require cancellation and reordering, subject to our cancellation policies and fees.
Discretionary Enforcement: Nature Hills reserves the right to determine the appropriate use of coupons and may refuse service to customers who violate these policies.
Store Credit Terms: Store credits do not expire and incur no fees. Store credits are not redeemable for cash except where required by state law. Unused credits may be subject to state unclaimed property laws.
Mobile Terms of Service
Last updated: August 29, 2025
Consent & Compliance: By opting in, you provide express written consent to receive recurring marketing messages. Consent is not required for purchase. Messages sent using automated technology. Message frequency varies. Msg & data rates may apply.
Quiet Hours: No marketing messages sent 9 PM - 8 AM recipient local time, or Sundays before 12 PM recipient local time.
Opt-Out: Reply STOP anytime. Reply HELP for help. Contact support@naturehills.com with questions.
Carrier Disclaimer: Carriers are not liable for delayed/undelivered messages. See Privacy Policy for data practices.
Governing Law & Dispute Resolution
These terms are governed by Nebraska law, without regard to conflict of law principles, and to the extent permitted by applicable consumer protection laws in your state.
Dispute Resolution: All disputes must first be attempted to be resolved through good faith negotiation within 60 days. If unsuccessful, disputes will be resolved through binding arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, with hearings conducted by video conference or in Lorain County, Ohio.
Small Claims Exception: You may file small-claims court actions (under $10,000) in your county of residence or in Douglas County, Nebraska.
Class Action Waiver: You agree to resolve disputes individually and waive participation in class actions, collective actions, or representative proceedings, to the maximum extent permitted by law.
Time Limit for Claims: You must bring any claim within one (1) year after it arises, where permitted by law.
Electronic Communications & Legal Notices: By using our services, you consent to receive communications electronically and agree electronic records satisfy legal notice requirements. Legal notices will be sent to support@naturehills.com
