Shipping and Returns
TRISTAR’S CUSTOMER PROMISE
“At Tristar Plants we promise to uphold a high quality and standard of service to you the customer. Our family lives by the Golden rule “do unto others as you would have them do unto you. Matt 7:12”” Vonda Selby.
Gold Star Guarantee
We guarantee that your plants and trees will arrive Healthy. We inspect at all stages of growth and packing process to insure you receive the highest quality plant. All plants are free of:
· DAMAGE TO MAIN STEM
If you're not satisfied within the first 7 days of receiving your trees and plants, Email us to make it right! Plants require proper care to acclimate to their new environments. Unfortunately, if you've neglected, given sub-par care, or purchased plants outside of your growing zone recommendation, your purchase will not be covered by our guarantee.
If you have issues with your plants within the first 30 days, contact us. We will review your concerns and provide you with a one-time replacement if necessary. Shipping costs are not included in the one time replacement offer.
If you've ordered a deciduous dormant tree during winter or early spring, and it fails to emerge from dormancy by May 30th, we will guarantee it outside of the five-day notification period. Contact us by May 30th so we can review and assist with your order. Keep in mind that we may ask for photos- this helps us assist you!
Shipping Dormant Plants:
TriStar Plants ship during winter months. If you order a plant with us between the months of November and April there is a large chance your plant will be dormant for winter. Leaf-bearing trees and plants will drop all of their leaves and small branches during the cold winter months. This is normal and essential for the health of the plant.
If you are uncertain about the health of your plant during dormancy you may conduct a scratch test. To determine if your tree or plant is still growing strong, simply scratch a small area of bark on the trunk with a coin or your fingernail. If you see green, your tree is alive and just storing its energy for winter. If you see brown or black underneath the top layer, it's most likely dead.
Cancellations & Returns:
All purchases once shipped and with the mailing carrier may not be cancelled. Our plants are harvested per order, because of that we cannot accept returns.
If upon arrival, your plant has an issue that you are unhappy with, it is important you contact us ASAP. We are only able resolve issues brought to our attention within 7 days of delivery. Occasionally we will ask for additional information or photos to aid us in helping you resolve any issues. We request that you respond to our request within 48 hours so we can quickly resolve your concerns.
If we deem the plants has an issue (damaged, pests or disease) or lost during shipment, we’ll issue you a one time refund or replace your plant free of charge upon our discretion. We reserve the right to refuse refunds or replacements of any plant. We are unable to offer refunds or replacements for any claims opened greater than 7 days after delivery. Unfortunately, failure to provide requested information or photos necessary for us to process your claim in a timely manner may result in your claim being denied. All decisions regarding refunds and replacements are final and are made in our sole discretion.