Refund policy
Last updated: July 11, 2025
At Organic Fruit Tree And Herb, your satisfaction is our top priority. We believe in a fair, straightforward, and transparent return process, and we stand behind every product we sell. If for any reason you are not completely satisfied with your purchase, we are here to help.
1. Return Window & Eligibility
You have 30 days from the date of delivery to request a return.
To qualify, your item must meet all of the following conditions:
Condition: The item must be unused, undamaged, and in the same condition as when you received it. All plants must be inspected upon arrival and any issues reported within the designated timeframes below.
Packaging: The item must be returned in its original packaging with all tags and labels intact. For live plants, the plant must be returned in a stable, protected condition. Plants must not have been repotted, planted in the ground, or otherwise removed from their original container. DOA or damaged-on-arrival claims are exempt from this packaging requirement — please see Section 8 for live plant claim procedures.
Proof of Purchase: A valid order number or digital receipt must be provided at the time of the return request.
2. Non-Returnable Items
The following items are not eligible for return:
- Live plants that have been repotted, planted in the ground, or otherwise removed from their original container
- Scionwood cuttings that have been grafted or used
- Seeds that have been opened, planted, or tampered with
- Items that have been used, altered, or personalized
- Items returned without original packaging, tags, or labels
- Items showing signs of physical damage caused after delivery (e.g., freeze damage, sunburn, or lack of watering)
- Live plants that perished due to failure to retrieve the package promptly after delivery notification
- Gift cards
3. How to Start a Return
To ensure your return is handled promptly and efficiently, please follow the steps below:
Step 1: Contact Us
Email info@organicfruittreeandherb.com with your order number and the reason for your return.
Step 2: Provide Documentation
If your item arrived damaged, injured, or incorrect, please attach clear photos of both the product and the outer shipping packaging. For live plant claims, please include close-up photos showing the condition of the plant upon arrival.
Step 3: Await Authorization
Once we review your request, we will provide a return authorization and detailed instructions. Returns sent without prior authorization may not be accepted.
Step 4: Mail-In Returns
We currently support mail-in returns only. We do not offer in-person returns or drop-offs at this time. Once your return is authorized, we will provide instructions and a prepaid return shipping label.
Response Time: We aim to respond to return requests within 24 hours.
4. Live Plant Claims
Due to the nature of live plants, we understand that shipping can be stressful for them. Please note:
Reporting Window: All claims for damaged, dead, or incorrect plants must be reported within 14 days of delivery. Claims submitted after this window may not be eligible for replacement or refund.
Photo Evidence: Clear photos of the plant, root system, and packaging are required to process any live plant claim.
Improper Care: We are not responsible for plants that perish due to improper care, extreme weather exposure after delivery, or failure to follow the care instructions provided.
5. Scionwood & Seed Claims
Scionwood Cuttings: All scionwood cuttings are guaranteed viable upon arrival. Claims for non-viable or damaged cuttings must be reported within 14 days of delivery with clear photos of the cuttings and packaging.
Seeds: Seeds must be stored properly after receipt. We are not responsible for germination failure due to improper storage, planting conditions, or techniques. Claims for damaged or incorrect seed orders must be reported within 14 days of delivery.
6. Shipping Costs & Fees
Return Shipping Costs: We cover all return shipping costs, regardless of the reason for your return. A prepaid return shipping label will be provided at no charge upon authorization of your return.
No Restocking Fees: We do not charge any restocking or administrative fees for returns.
Refund Processing Time: Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds will be issued to your original payment method within 10 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear in your account.
7. Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong item, please contact us within 14 days of delivery. We will prioritize your case and offer either a replacement or a full refund at no additional cost to you. Clear photos of the product and packaging are required to process your request.
8. Dead on Arrival (DOA) Policy
We take great care in packaging and shipping all live plants to ensure they arrive healthy. However, we understand that plants may occasionally be damaged or arrive in poor condition due to transit stress, temperature extremes, or carrier handling.
What qualifies as DOA:
- Plant arrives visibly dead, severely wilted beyond recovery, or with major physical damage caused during shipping
- Rot or disease present upon arrival that was not caused by post-delivery care
What does NOT qualify as DOA:
- Minor leaf drop, slight wilting, or cosmetic damage that is normal during transit
- Plant decline due to improper care, incorrect watering, or unsuitable environment after delivery
- Plants that were healthy upon delivery but declined afterward
How to file a DOA claim:
- Contact us at info@organicfruittreeandherb.com within 14 days of delivery
- Include your order number and clear photos of the affected plant(s) and original packaging
- We will review your claim and offer a replacement or full refund at no cost to you
Important: Claims submitted after 14 days of delivery will not be eligible for DOA consideration. If you experience issues outside this window, please contact us at info@organicfruittreeandherb.com — we will review each case individually.
9. Order Cancellations
If you wish to cancel an order, please contact us before your order has been shipped. We will do our best to accommodate cancellation requests received promptly after purchase. Orders that have already been shipped cannot be cancelled and will need to follow the standard return process.
10. Shipping Restrictions
We currently ship only within the contiguous 48 United States. We do not ship to Alaska, Hawaii, U.S. territories, or any international destinations. Some products may have additional shipping restrictions as noted on their product pages.
10a. Seasonal Shipping Suspensions
To protect the health of live plants and scionwood during extreme weather conditions, we may temporarily suspend shipments when forecasted temperatures along the shipping route are expected to fall below 32°F (0°C) or exceed 100°F (38°C) for an extended period.
During a shipping suspension:
- New orders for live plants and scionwood will be held and shipped as soon as safe shipping conditions resume
- You will be notified by email if your order is affected by a weather-related shipping delay
- You may cancel your order for a full refund at any time before it ships
We monitor weather conditions regularly and aim to minimize delays. Estimated shipping timelines on product pages reflect normal conditions and may not account for seasonal suspensions.
11. Contact Information
If you have any questions about our return policy or would like assistance with a return, please contact us: