Refund policy

Shipping & Live Arrival Guarantee

At Carolina Conifers, we take great pride in growing and shipping rare plants, trees, conifers, and Japanese maples. Because we deal with live plants we do not accept physical returns. However, we are committed to ensuring you receive a healthy specimen.

1. 30-Day Health Guarantee

If your plant arrives in poor condition or displays significant distress, you must notify us within 30 days of the delivery date. After 30 days, the health of the plant is considered the responsibility of the grower (the customer), as environmental factors outside our control (soil, water, light, climate) play a major role in the plant's survival.

2. How to File a Claim

To report an issue, please email info@carolinaconifers.com. To process your claim, you must include:

• Your Order Number.

• Clear photos showing the plant in its entirety, as well as close-ups of the distressed areas.

• A brief description of the care provided since arrival.

Please allow 48 hours for our specialists to review your claim and respond with a resolution.

3. Resolutions & Discretion

All claims are handled on a case-by-case basis. At the sole discretion of Carolina Conifers, we will provide one of the following solutions:

• Care Instructions: If the plant is experiencing standard "shipping stress," we will provide professional horticultural guidance to help the plant recover.

• Replacement: If the plant is determined to be in a state where death is inevitable, we may ship a replacement tree of the same variety or one of equal value.

• Refund: We may issue a partial or full refund to the original payment method depending on the severity of the issue.

4. Important Exclusions

• Dormancy: Many of our plants, especially Japanese Maples and deciduous conifers, may arrive dormant (without leaves) depending on the season. This is a natural state and not a sign of poor health.

• Cosmetic Damage: Minor leaf spots, broken small twigs, or "shipping shock" are common and typically do not impact the long-term health of the tree. These instances do not qualify for replacements or refunds.

• Negligence: Our guarantee does not cover plants that have died due to improper planting, extreme weather events (frost/heatwaves), or lack of watering after delivery.

5. Limitation of Liability

By purchasing from Carolina Conifers, the customer acknowledges that plants are living things and vary in shape, size, and appearance. Our liability is limited to the purchase price of the plant itself; we are not responsible for any costs associated with planting, soil, or secondary landscaping expenses.