What if my plants arrived damaged?
The Tree Center guarantees that your plant will arrive in a healthy and living condition. If your plant does not arrive alive or is otherwise damaged in transit, please contact us immediately. All orders from The Tree Center come with our Arrive & Thrive Guarantee™. Whether your order was damaged in transit when it arrived on day one or took a turn for the worse on day 30, you’re covered!
All you have to do is submit a ticket through our website and a member of our team will be ready to assist you. Make sure to include your order number and a picture of your affected tree(s). All Arrive & Thrive Guarantee™ claims must be submitted within 30 days of receiving your order.
Click here to submit a ticket.
If your tree has become sick or perished and it is outside of your Arrive & Thrive Guarantee™ coverage period, please follow this link for further support: What if my plant becomes sick?
*Please note that leaves missing or minor naturally occurring changes to plants are not considered damage.
Can I modify my order?
If you need to make a change to your order, whether it be to add an item, remove an item, or even change the preferred shipping week of your order, as long as your order has not begun the fulfillment process we can help!
If you need to change the shipping address of an order that has already been shipped, please give our customer service team a call immediately and we will do everything we can to get it sent to where you need it.
Just give us a call at 888-329-0140 and a member of our customer service team will be able to help make those changes for you.
If any changes to your order will result in a new charge as the result of an increase to your order total, please have a debit or credit card ready for payment. This applies to all orders, including those placed through Affirm or Paypal. The Tree Center cannot enact additional charges to a customer’s Affirm or PayPal account and is only able to process refunds to those accounts. A customer that used Affirm or PayPal can still add to their order but would have to do so with a separate credit or debit card as their payment method for that transaction.
How do I cancel my order?
Given the intensive process of handling live plants across our farm, and in order to ensure timely delivery, all cancelled orders are subject to a 20% fee to cover our packaging, labor, and inventory expenses. We can only cancel an order if the process of fulfillment has not begun. If your order has already begun the process of fulfillment, we can no longer cancel the order.