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 encounter any issues within the first 7 days of receiving your trees and plants, please contact us via email to address the problem. However, please note that proper care is necessary for plants to acclimate to their new environments. Neglected care, sub-par care, or purchasing plants outside of your recommended growing zone will not be covered by our guarantee.
If you experience any problems with your plants within the first 30 days, reach out to us. We will review your concerns and offer a one-time replacement if necessary. Please note that shipping costs are not included in the one-time replacement offer.
For deciduous dormant trees ordered during winter or early spring, if they fail to emerge from dormancy by May 30th, we provide a guarantee outside of the usual five-day notification period. Contact us by May 30th, and we will review and assist with your order. Keep in mind that we may request photos to better understand your situation and provide appropriate assistance.
Shipping Dormant Plants:
Between November and April, when you order plants from us, there is a high chance that they will be in a dormant state for winter. Leaf-bearing trees and plants naturally shed their leaves and small branches during cold winter months for their health and well-being. This is a normal process.
If you are uncertain about the health of your plant during dormancy, you can conduct a simple scratch test. Scratch a small area of bark on the trunk using a coin or your fingernail. If you see green, it indicates that your tree is alive and conserving energy for winter. If you see brown or black underneath the top layer, it is likely that the tree is dead.
Cancellations & Returns:
Once a purchase has been shipped and is with the mailing carrier, it cannot be cancelled. Since our plants are harvested per order, we cannot accept returns. If your plant has an issue upon arrival that you are unsatisfied with, please contact us as soon as possible. We can only address issues brought to our attention within 7 days of delivery. In some cases, we may request additional information or photos to assist with resolving the problem.
If we determine that the plant has been damaged, has pests or disease, or was lost during shipment, we will issue a one-time refund or provide a free replacement, at our discretion. However, we retain the right to refuse refunds or replacements for any plant. Claims opened more than 7 days after delivery are not eligible for refunds or replacements. Please ensure timely submission of any requested information or photos to facilitate the processing of your claim. All decisions regarding refunds and replacements are final and made at our sole discretion.