Returns & Exchanges

Welcome, fellow gardener. At Wilson Bros Gardens, we approach every order with the same care and attention we give to our Deer Resistant Trees and delicate 3 Inch and Under Groundcovers. We are confident in the quality and health of every plant we ship. However, we understand that sometimes, a plant may not thrive as expected upon arrival, or you may simply wish for a different variety. This policy is designed to make the return or exchange process as clear and supportive as your gardening journey with us.

1. Our Return & Exchange Philosophy

Just as we curate our collection—from majestic Apple & Crabapple Trees to resilient Erosion Control Groundcovers—we aim to cultivate a relationship rooted in trust and satisfaction. Our policy is designed to be fair, transparent, and focused on ensuring your garden grows beautifully.

2. Key Policy Overview

• Return/Exchange Window: 15 days from the date of delivery.
• Condition: Plants must be in resalable, healthy condition with the original root system intact and moist.
• Non-Returnable Items: Due to their perishable and seasonal nature, all live plants are final sale once planted or after the 15-day guarantee period has expired. This is standard for online nurseries to ensure plant viability.
• Return Shipping: Customers are responsible for return shipping costs, unless the return is due to our error (e.g., incorrect item shipped, plant arrived dead).
• Refund Method: Refunds are issued to the original payment method used during purchase.

3. Step-by-Step Return or Exchange Process

Follow these steps to initiate a return or exchange, ensuring we can assist you promptly and effectively.

Step 1: Contact Us Within 15 Days

Do not ship a plant back without prior authorization. Please contact our Customer Care team at [email protected] within 15 days of receiving your order. Include the following details in your email:

• Your full name and order number.
• The name of the plant(s) you wish to return/exchange (e.g., Colorful Bark Japanese Maple, 6-12 Inch Height Groundcover).
• Clear photographs showing the plant’s condition, including the roots, stems, and leaves.
• A brief description of the issue.
• Whether you prefer a refund, store credit, or an exchange for another plant (like a Drought Tolerant Tree or a different Berry Plant).

Step 2: Receive a Return Authorization (RA) Number

After reviewing your request and photos, we will email you instructions and a unique Return Authorization (RA) Number. All returns must have this RA number clearly marked on the outside of the shipping box.

Step 3: Prepare Your Shipment

Please repack the plant securely, using similar damp packing material if possible, to protect the root system during transit. Include a copy of your original order confirmation or a note with your RA number and name inside the box.

Step 4: Ship the Package

Ship the package to our nursery address. We recommend using a trackable shipping service (like DHL, FedEx, or EMS) for your protection. Send the tracking information to our customer service email.

Our Return Address:
Wilson Bros Gardens
2088 Junior Avenue
Atlanta, US 30303

4. Refund Timeline & Method

• Inspection & Processing: Once we receive and inspect the returned plant (typically within 3-5 business days), we will process your request.
• Refund Issuance: Refunds are issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
• Timeline: Please allow 5-10 business days for the refund to appear in your account after we have processed it. The exact timing depends on your financial institution.
• Exchanges: For exchanges, once we receive the return, we will ship the replacement plant at no additional shipping cost. Standard shipping times apply (10-15 days for DHL/FedEx).

5. Return/Exchange Request Email Template

To make contacting us easier, you may use the template below. Simply copy, paste into an email, and fill in the bracketed information.

6. Important Notes & Exceptions

• Plant Health Guarantee: This 15-day policy is our plant health guarantee. It covers arrival condition and short-term failure due to transit stress. Long-term care issues after 15 days are beyond our control.
• Perishable Nature: All live plants (Berry Plants, Bamboo, Cedar Trees, Groundcovers, etc.) are considered perishable goods. Once planted, they are adapted to their new environment and cannot be resold, therefore they become non-returnable.
• Shipping Delays: We are not liable for delays caused by shipping carriers (DHL, FedEx, EMS) or customs. However, if a plant suffers significantly due to an extreme delay, please contact us immediately upon receipt with photos.
• Customs & Duties: For international returns (remember, we ship globally excluding Asia and select remote regions), any customs duties or taxes incurred are the responsibility of the customer.