Question 1

What is a growing zone, and what zone am I in?

Accepted Answer

Based on the United States Department of Agriculture's Plant Hardiness Zone Map, each part of the United States is assigned a "growing zone" to help gardeners and growers determine which plants, trees, and shrubs will work best in their region.  The value/number for each zone is based on the lowest average temperatures for the area. On this scale, the lower the growing zone number assigned to your area, the lower the average temperatures are recorded for the assigned region. While there is no "standardized" system used to determine which plants work best in the USA, the USDA's Hardiness Zone Map is the most commonly used.  To determine your "growing zone," refer to the map on this page.  You can also enter your zip code in the "FIND YOUR GROWING ZONE" box located on any plant product page on the site.  Once entered, you'll see your zone.

Question 2

How big and how tall are your plants?

Accepted Answer

We sell a wide variety of options and sizes depending on the specific plant you are looking for. Options for the container size are listed on the product page. We offer container sizes that range from being shy of a quart all the way up to extremely large B&B (balled and burlapped) material.  To better understand the container sizes from our smallest containers all the way up to #7 Containers, you can check out this video: https://youtu.be/RdnB5leoRrs.Generally speaking, the older the plant is, the more developed the root system. The more developed the root system, the larger the container needs to be to house the root system.  So the size of many plants is determined by the size of container that it is sold in.  The larger the container, the larger the root mass and the more mature the plant, tree or shrub is going to be.So why not list the actual height of the plant?When we can, we will list a specific height or size directly on the product page in the size option.  However, different plants grow at different rates and require different pruning/shaping and varied times. Thus, listing a specific size is not always possible. The main goal it go make sure that you are getting the heathiest specimen with the most healthy and well-developed root system possible.

Question 3

Do you provide planting instructions?

Accepted Answer

Absolutely. We provide detailed planting instructions on our website to get you started on a path to success. Our digital "Plant Care Resource Guide” is accessible any time on our website. This information is also accessible on your tracking emails sent out at the time of any shipment - just look for the link that says "Plant Care Resource Guide".

Question 4

What is a bareroot plant?

Accepted Answer

Bareroot plants are ones that are in a dormant (sleeping) state.  We harvest them at specific times of the year and keep in cold storage at high humidity to ensure they stay viable while in storage awaiting shipment to our customers.  After being shipped, they will begin to exit dormancy.  They are super healthy plants that perform very well.  We've been shipping bareroot material for over 2 decades with great success!If you'd like more information on this topic, please check out our video: The Benefits of Bareroot!

Question 5

Does Nature Hills use neonicotinoids?

Accepted Answer

Nature Hills does our best to produce plants that are healthy, disease and insect-free. By using the best nursery practices to reduce insects or disease and using fewer pesticides and fertilizers than ever before, we are delivering healthier products to our customers. Our business (as you might guess) involves shipping plants from our nurseries to homeowners across the country, and across state lines. Interstate shipping has many regulations in place so that nurseries are not moving disease or insects into areas that do not have that pest, virus, or disease problem. Fortunately, we have a set of regulations to abide by which are provided by the states to prevent the movement of these pests, diseases and organisms.  These regulations help prevent these things from becoming invasive or causing problems in your area. Please know that every single plant that is grown in a container is required by State Agricultural Law to be treated before it is shipped into another state, or we would not be allowed to transfer it across state lines. So, to answer your question, yes - our nurseries treat our plants. Nature Hills uses fewer pesticides and balances our impact by:Proprietary Plant Sentry™ Compliance softwareThe use of cover cropsIncreased spacingMore cultivation Installed acres of pollinator gardensAttract bees and beneficial insects to areas that are completely untreatedInstalled our own beehives to help with bee populations Only apply pesticides during times honeybees and beneficial pollinators are non-activeAll eliminating the use of many chemicals used in the fields at our nurseries. Once you plant our plants, you yourself will not have to use any chemicals, allowing you to restore normalcy to the environment, while keeping the bees and beneficial insects happy and healthy. Residual effects of the chemical applications we use are minimal, and they break down very quickly after exposure to the sun and water. If we were a small, local grower, then we could be organic and Neonicotinoid-free.

Question 6

How do I use the Root Booster fertilizer?

Accepted Answer

Our Root Booster packets are easy to use!  Directions are right there on the back of the packet when you receive it.  There are specific directions for both container plants and bareroot products alike.  Containers: “Place plant into dug hold.  Place product in the upper 8-10” of planting hole adjacent to the root ball.”.  Bareroot: “Wet roots.  Sprinkle contents onto the root and into the planting hole and plant as usual.”.  Every now and then you may get a plant before the booster arrives – don’t worry!  You can simply scratch the Root Booster granules into the top-soil around the plant, water in and you’re all set!

Question 7

How can I tell if a plant is poisonous to my pet?

Accepted Answer

We recommend that you check out the ASPCA website for such information.  There should be a database on that site where you can reference the botanical name of the plant(s) in question and thereby determine if they have the potential to pose any risk to the animals under your care.

Question 8

Why am I being told my plant is restricted?

Accepted Answer

There are a variety of possible reasons related to the regulations for interstate shipping of live plant material.  Issues could range from disease/pest quarantines, plants being considered invasive, etc.  Our goal is to provide our customers with quality material in a compliant manner that protects our growers, our customers and the environment.To learn more about how we safely and responsibly ship live plant material using Plant Sentry, take a look at this article.

Question 9

The plant I want is out of stock. When will it be available again?

Accepted Answer

Items do come in and out of stock throughout the year.   For plant material, crop cycles and availably may vary depending on the time of year.  If you are able to find a product page, you will know immediately if it is in stock (simply use the search bar on the site).  If a product page states it is out of stock, you can enter your email to be notified at the very moment we have more items available for sale.

Question 10

Do you guarantee your plants?

Accepted Answer

Yes. Every eligible plant ships with our free Growing & Glowing Guarantee, which covers your plants for 45 days from delivery. If your plant arrives damaged, dead, or fails to thrive due to quality issues, you choose your remedy: a free replacement plant (we cover shipping), full store credit that never expires, or a complete refund to your original payment method.Orders delivered after October 15th are automatically extended through May 1st, so late-season plants get a fair chance.We also offer Growing & Glowing Guarantee Plus, an optional extended warranty available at checkout that covers your plants for a full year. Learn more on our guarantee page or review our terms of service.

Question 11

Do you have a print catalog available?

Accepted Answer

Nature Hills Nursery offers its entire catalog online.  We do not print a catalog that could be sent through the mail.  However, you can sign up for our email newsletter to receive the latest offers and sales promotions, as well as great information on new products and gardening tips.

Question 12

How are plants shipped? Is it safe?

Accepted Answer

Nature Hills has over 20 years of experience shipping plants, trees, and shrubs of all kinds. We take great care in ensuring your live plant material delivers safely to you. We hand select the best quality items, package them carefully in our custom boxing, and ship your items to your front door using reliable carriers.We start with ensuring plants are healthy as well as disease and pest free. We use sturdy corrugated boxing to ensure safe travel. We provide insight into tracking information via email the moment any item on your order ships out.In addition, we also watch weather patterns and keep an eye out for natural disasters throughout the entire country every single week to ensure that items are shipped to you at the appropriate time for planting in your area and are not negatively impacted by extreme weather conditions while in transit or by delays due to extreme weather events and/or natural disasters.Plants will always be a bit thirsty any time a plant is shipped and is stuck in a box for a day or two or even six - the best thing to do is open the package immediately, re-cover the root mass with soil medium if any spilled out, and water very thoroughly.  After letting drain a while in a semi-shady space - your plant should be ready for planting.  Nature Hills has built out a wealth of plant care resources on our website, available 24/7.  Take a look at our #ProPlantTips Blog, Plant Resource Guide, or tap the chat bubble in the bottom right corner of your screen for personalized assistance.

Question 13

When will my order ship?

Accepted Answer

Shipping times vary based on the item ordered, the time of year, and your growing zone.  Once any item ships, you'll get a tracking email sent right away to the email provided at the time of purchase.The first step to better understand your possible ship times: LOOK AT YOUR ORDER CONFIRMATION.  You'll see an estimated time of shipping by the product name.  We show this information on the site as well - when you enter a zip code.You may see "Ships in 7-10 Days (Weather Permitting)".  This is the most active estimate.  Meaning your order should ship within 10 days of order placement (Weather Permitting) - many times your order item(s) may ship sooner.  As we are currently in the heat of summer, your order may not ship until temps begin to cool enough for safe travel. We grow/ship from all across the country - so, please know that we are monitoring weather (temps and adverse weather events) every single week to see what we can ship out SAFELY.  We take into consideration the weather on the grow site, the projected path of transit and at the customer location.  We work off of a live inventory.  The moment you placed your order - the material ordered was instantly reserved for you and will be well-cared for by our plant pros until it can be shipped and received safely - we aren't selling your plant to someone else.

Question 14

What does "Weather Permitting" mean?

Accepted Answer

We take great care to ensure safe transit of your live plant material.  Because our plants are grown across several different regions throughout the country – we must always consider weather.  We examine 10-day forecasts to proactively avoid extreme heat and cold that could possibly damage material in the projected paths of ground shipments of your purchase.We also monitor natural disasters and other events that could disrupt the supply chain (e.g. forest fires, hurricanes, floods, etc.).  If we don’t feel confident the material will get to you because of these reasons, our team will hold onto your item(s) and care for them until we can be confident of safe transit.  We monitor these conditions on a weekly basis.

Question 15

Why does my order confirmation say the order ships at a later time?

Accepted Answer

Plants are living, growing things and as such, we consistently have our growers monitor the “readiness” of all crops. Sometimes, a crop may need a bit more time in the oven and we may provide an estimated ship time frame several weeks and/or months down the line.  Many times, this is to ensure very full rooting to occur (which helps hold together the root ball in shipping as well as increase transplant success for you, our customer).  For example: you may order an item in January.  On the site and your confirmation, you may see "Ships in May 2022 (Weather Permitting)".If you want up-to-date information about ship-time estimates before your order, simply enter your zip code in the “Find Your Growing Zone” box and your specific items’ ship estimates will show up on the website as you surf through all our amazing plant choices.  This information will be shown again on your Order Confirmation email that is sent soon after the online order is placed.

Question 16

Can Nature Hills HOLD my order for me?

Accepted Answer

If you are not comfortable with shipping until a certain time for your specific area, you may inquire about having your order put on HOLD until a later date so that it may ship soon after when you feel better receiving it (weather permitting, of course).  Simply use our customer service chat to enter a ticket for a request such as this and we'll do our best to accommodate.  You can also order over the phone at (888) 477-9062 and ask for a HOLD to be put on your order right after placement.

Question 17

How can I track my order?

Accepted Answer

If you have placed on order online, and created an account before your ordered (or when you ordered), you can log in and check the status at naturehills.com.  Just selected the "My Account" section from the menu bar, and log in with your user name an password.  Once you are logged in, selected the "My Orders" section from the left had menu.  This will list all orders you placed while you were logged in to your account.If you didn't log in, or create an account, then your order would be considered a "guest checkout."  Even if you create an account later, we can't tie the original order back to your account.  However, you will still be able to keep an eye on the status of your order through email.  Regardless of how you ordered, if you provided a valid email at the time of checkout, you will receive an email with the tracking information for your order.Please note, we do ship items from several locations, so your order may come in more than one shipment.  There is no need to worry; as you will receive an email with every shipment.

Question 18

Do you contact me when my order ships?

Accepted Answer

Nature Hills will contact you as soon as your order ships.  An automated email message is generated each time any items from your order are shipped.  That way, you have the carrier tracking number available, and can watch the progress of your order from our place to yours!  NOTE: Sometimes, it may take 24 to 48 hours for shipment details & data to populate online via the carrier after you receive the shipment email from Nature Hills.

Question 19

Can I delay or postpone the shipment of my order?

Accepted Answer

If you have special requests regarding the shipment of your order, including delaying the shipment until a later date, please contact us immediately.  We will try our best to accommodate all requests whenever possible.  If you are going to be out of town, away from home, or just prefer a later delivery date, we are more than willing to help.Keep in mind that our system works in real time, and we do try and ship orders as quickly as possible (weather permitting), so the sooner you contact us the better.  If you have already placed your order, you can call us at (888) 477-9062 during normal business hours.  If we are not available by phone, please contact our service team via the chat bubble in the bottom right corner of your screen.   The sooner after purchase we are contacted, the likelier a manual hold can be placed on your order and your delayed shipment accommodated. If you haven't ordered yet, feel free to call us during normal office hours to place your order.  Our representatives can process your request to delay shipment immediately after placing the order, giving us the ability to accommodate your request in the most expedient fashion.

Question 20

My plant died, how do I get it replaced?

Accepted Answer

We understand that plant loss can happen despite best efforts. If your plant doesn't survive, our Growing & Glowing Guarantee has you covered for 45 days from delivery. Just send us photos of the plant via email at support@naturehills.com or through our live chat, and you choose your remedy:A free replacement plant (we cover shipping)Full store credit that never expiresA complete refund to your original payment methodIf you purchased Growing & Glowing Guarantee Plus at checkout, your coverage extends to a full year for properly planted and cared-for plants.Report any issues within 7 days of noticing them. Full details on our guarantee page.

Question 21

Why is there a fee for cancelling?

Accepted Answer

At Nature Hills Nursery, we work off of a 100% live inventory.  The count on the site is the count in our fields.  Whenever an item(s) is ordered, we automatically deduct from that count.  When a cancel is requested, this process is disrupted.  We want to ensure that whenever a product is removed from inventory and entered back into it for future customers to purchase from; we are still confident in our inventory numbers.  This takes manual labor and partnership from several members of our team (from service to fulfillment, inventory and our growers).  Therefore, a small fee is retained in these cases.  Please remember that we do our best to be as responsive as possible via phone and email.  So, if you have questions about the product or our services, do not hesitate to reach out to us with them - we are happy to help!Our cancellation policy is clearly outlined in our Terms & Conditions - which are posted on every page of our website and which are presented at checkout as well.

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