The Growing & Glowing Guarantee

Email support@naturehills.com with your order number, one photo of each plant you are claiming, and the remedy you want. Send it within 7 days of noticing the problem, while the plant is still covered. You can also reach us from our contact page. That is the whole claim.

Photos are required for every claim: one per plant, showing the whole plant and the trouble spot in daylight. For a tree or shrub, add a close-up of your scratch test so we can see the tissue under the bark. Good photos help us settle your claim faster.

Send photos within 7 days of noticing the issue, while the plant is still covered: 45 days from delivery on the free guarantee, one year from delivery with Plus, and through May 1 for orders delivered after October 15. If a newly arrived plant just looks stressed, keep caring for it and watch it, and report as soon as you notice it is not recovering.

Coverage starts the day your plant is delivered, not the day you order, and the same is true for the 1-year warranty. If your plant is delivered after October 15, the free guarantee runs through May 1 instead of 45 days, so a late-season plant gets a real spring before its coverage ends.

Plant it, water it, and keep an eye on it; some leaf drop or wilting after shipping is normal, and most plants recover within a week or two. If it arrived broken or clearly dead, send photos now. Otherwise report as soon as you notice it is not recovering, within 7 days of noticing the issue and while the plant is still covered.

Scratch a small patch of bark on a young stem with a fingernail or a coin. Green and moist underneath means the plant is alive and dormant: water it and check again in a week or two. Brown, dry, and brittle from the tips down to the base means it has died, and it is time to send us photos.

On the free 45-day guarantee you choose: a free replacement plant with free shipping, store credit that never expires, or a full refund to your original payment method. There is no restocking or processing fee for any option. Each plant is eligible for one replacement, and a replacement does not start a new coverage period.

Nothing needs to come back to us. Live plants cannot be returned because of agricultural rules and how perishable they are, so we settle claims from your photos instead. Keep the plant or compost it. Hard goods are different: unused items in their original packaging can be returned within 30 days for a refund, minus return shipping.

Check your order confirmation email or your account's order history: Plus appears as its own line item, Growing & Glowing Guarantee Plus. You add it once at checkout for the whole order, and the price is based on the eligible plants in your cart. It shows before you pay.

One Plus add-on covers every eligible plant in that order, whether it goes in the ground or in a container. You never buy it per plant. Annuals, bulbs, grass plugs, hard goods, and gift cards are not eligible for either guarantee.

Plus covers a properly planted and cared-for plant that fails after the 45-day guarantee ends, through one year from delivery. Send a photo of each plant, with a scratch test for trees and shrubs, to support@naturehills.com within 7 days of noticing the issue. You receive store credit for the plant's cost, plus free shipping on your next order, so the replacement ships free.

A plant that fails over winter can be covered while it is inside its window, as long as it was planted in its hardiness zone and cared for properly: one year from delivery with Plus, or through May 1 on the free guarantee for orders delivered after October 15. Check your delivery date, do a scratch test in spring once new growth should be showing, and send photos within 7 days of noticing the issue.

Weather extremes, wildlife damage, and pests or disease that arrive after planting are not covered, and neither is a plant set outside its hardiness zone or planted or watered improperly. Damage in transit is covered: if a plant arrives broken, damaged, or dead, send photos right away.

The person who received the plant can file the claim. Email support@naturehills.com with the order number and a photo of each plant within 7 days of noticing the issue, while the plant is still covered. If you do not have the order number, ask the person who sent the gift.

A real person on our team reads every claim and replies by email. Spring is our busiest season, so replies can take a few extra days then. Claims with a photo of each plant and the order number in the first email settle fastest. If you have not heard back, reply to your original email rather than starting a new one so the thread stays together.