Unfortunately, when working with live plant material, loss can occur. In the unfortunate event that your plant, tree or shrub dies, Nature Hills does offer a replacement policy. Nature Hills does not offer refunds for lost items, but does offer some recourse when you experience the loss of a plant item.
If you experience a loss within one year of delivery, Nature Hills can offer up to 50% of the price paid for the lost item as a credit toward a replacement. This policy comes as a courtesy with all purchased plant material (note that some restrictions do apply). If you know what you'd like to replace with, you will simply need to call Nature Hills' customer service team to set up a standard warranty replacement order.
In addition to our standard warranty replacement policy, you do have the option to select our optional paid warranty when ordering online. If you purchased the optional paid warranty on your initial purchase, and a loss was experienced, you are eligible for up to a full credit of the price paid for the lost item as a credit toward a replacement. You will need to initiate a claim with our customer service department to get your credit approved. Start the process by sending an email or opening a ticket with us explaining the situation and providing a picture of the lost item. A customer service representative can take it from there.