Return & Refund Policy

Return and Refund Policy for Simply Trees

At Simply Trees, we strive to ensure your satisfaction with our products. Due to the fragile nature of shipping live plants and trees, our return policy is structured to balance customer satisfaction and product viability.

Return Eligibility and Conditions

Non-Returnable Items: We do not accept returns on any of our plant material due to the fragile nature of shipping live plants and trees.

Returnable Items: We accept returns on garden supplies and hard goods such as fertilizers, planting mixes, eco pots, and watering bags. For items to be eligible for return, they need to be in their original packaging and unused. We will not accept returns on damaged or tampered products. Returns on garden supplies and hard goods must be made within 15 days after delivery. Returns will not be eligible outside of the 15-day period.

Replacement or Store Credit

Quality Issue Resolution Options: Depending on the severity of the quality issue and the specific circumstances, we may offer a replacement plant or tree or provide store credit towards a future purchase. Our aim is to ensure your satisfaction and assist you in your gardening endeavors.

Store Credit Amount: A store credit will be issued for the product(s) in question, reflecting the exact amount the customer paid at the time of purchase. This means if the customer purchased the item(s) at a sale price, they will receive a store credit equal to that discounted price, irrespective of whether the item(s) is currently on sale or not.

Non-Shippable Fruit and Citrus Trees and Plants: If you place an order for a fruit or citrus product and we determine that it cannot be shipped to your location due to USDA, state, or regional shipping restrictions, we will issue a store credit for the full purchase amount. This store credit can be used for any future purchases on our website and does not expire. Please note that this policy applies to orders placed from outside the state of Texas or from any states to which we are unable to ship fruit or citrus products. We appreciate your understanding and are here to assist with any alternative solutions to meet your gardening needs.

Acclimatization Process

Normal Acclimatization: Missing leaves or minor changes to the plants during shipping do not constitute damage, as these are expected parts of the acclimatization process. Plants or trees being slightly shorter than expected do not qualify as damaged or defective and, therefore, cannot be returned or be eligible for store credit, replacement, or refunds.

Return Process

Initiating a Return: To initiate a return, please contact sales@simplytrees.com. We will guide you through the process, which includes providing clear photos of the product(s) you wish to return and stating the reason for the return. The decision to accept your return will be solely made by Simply Trees.

Refunds

Store Credit for Damaged Plants: We offer refunds in the form of store credit for plants and trees that have been damaged in transit to the point of no recovery. Store credit does not expire and can be used on any products in our store, including sale items. Store credit is sent as an e-gift card to the email we have on file and is available immediately.

Order Cancellations: We totally get that sometimes plans change, and we'll do our very best to be accommodating when it comes to cancellations or adjustments to your order. If you need to make changes, please contact us by phone or live chat within 2 hours of placing your order. We’re happy to accommodate changes within this timeframe at no additional charge. However, if you choose to cancel, a credit card processing fee of 5% of your order value will apply. This fee helps cover credit card processing costs, as we’re charged a fee both when an order is placed and again when it’s refunded. After the 2-hour window, we’ve likely already begun selecting and packing your items. If you cancel at this stage, a restocking fee of 25% of your order value will apply. Our inventory is carefully managed, and during busy seasons or sales, popular items can sell out quickly. Once a product is allocated to an order, canceling it may prevent another customer from purchasing it. This is regardless if your order shows it's been fulfilled or not. If you need to cancel your order while it is in transit to you, you will be charged the interception fee, up to $50.

Please allow 2-5 business days for the refund to appear in your account.

Shipping and Handling for Returns

Return Shipping Costs: The customer is responsible for the return shipping cost. Please use the original packaging (if possible) for the return. Bring your order to any UPS location to ship your return.

Exceptions and Special Cases

Damaged in Transit: Returns are not accepted if the product being returned gets damaged in transit back to our facility. If the eligible product was already damaged or defective upon delivery to the customer, we will issue store credit or a replacement for the product in question. Returns will not be necessary in these situations.

Exchanges: We do not offer exchanges unless the wrong product was shipped to the customer. Please contact us for help processing an exchange.

Customer Communication

Return Acceptance Notification: We will notify the customer by email once the return has been accepted.

Refund Issuance Notification: We will notify the customer by email when the refund has been issued on our end. Please allow 2-5 business days for the refund to appear in your account.

Products Eligible for Returns or Exchanges

• Fertilizer
• Soil
• Planting mixes
• Eco Pots
• Watering bags

Products Not Eligible for Returns or Exchanges

• Plants and trees
• Gift cards

If you have any questions or need further assistance, please contact us at sales@simplytrees.com. Our customer care specialists typically respond within 1-2 business days.

Business hours: 9am-6pm CST, Monday-Friday (excluding US holidays).

By placing an order with Simply Trees, you agree to these terms.