Live Plant Buyer FAQ

Buying a live plant? Here is what to expect before shipping and after delivery. See our Shipping Policy and Return & Refund Policy for full terms.

When will my plant ship?

Orders are processed and packed within 1–5 business days. Weekend and holiday orders begin processing the next business day; high-volume periods may add 1–2 days. Live plants ship Monday–Wednesday to reduce time sitting in transit over a weekend. Orders placed later in the week ship the following Monday–Wednesday, depending on destination. Processing time is separate from transit time.

Why might my order be on a weather hold?

We monitor shipping-route weather and delay live plant shipments for freezing temperatures below 32°F (0°C), extreme heat above 95°F (35°C), or severe storms likely to delay transit. If your order is held, we will email an updated ship date. You can also request a hold or an address change before shipping. Packages cannot be redirected once shipped.

What should I do when my plant arrives?

Bring your package inside promptly and inspect the plant and packaging. Take clear photos if there is damage. Minor leaf curling, a few dropped leaves, and temporary drooping can be normal transit stress; our policy notes that most plants perk up within 3–7 days of proper care. Follow species-specific care guidance, and contact us if you need help with light, water, or planting conditions.

Is a wilted plant necessarily dead on arrival?

No. First check the root system and stem base. Green living tissue beneath the outer layer at the stem base, or healthy white roots, tubers, or rhizomes that are not rotten or falling apart, indicate that the plant is still alive. These signs do not qualify as a dead-on-arrival plant under our policy. If you are concerned, contact us promptly rather than waiting past the claim deadline.

Will this plant thrive in my climate?

Growing outcomes depend on your local climate, soil, water quality, and care. Our guidance draws on first-hand growing experience in our environmental context and trusted horticultural sources. Check species-specific requirements before buying; winter hardiness alone does not establish suitability for your site's heat, moisture, light, or drainage. Email us for guidance tailored to your location. We do not promise successful establishment or long-term survival in every garden.

What if the label or variety seems wrong?

Keep the label and your order details. If you receive the wrong plant variety or an item is missing, contact us within 48 hours of delivery with your order number and photos. Our policy provides for shipping the correct item at no charge or refunding a missing item. For identification questions that arise later, email photos and order details so we can help assess them.

How do I report a damaged or dead-on-arrival plant?

1. Check the roots and stem base as described above.
2. Contact grower@crosstimbersnursery.com or use our contact form within 48 hours of delivery.
3. Include your order number, a brief description, and clear photos of the plant and packaging if the damage may be shipping-related.

Our team responds within 1–2 business days with next steps. After reviewing an eligible claim, we offer a free replacement or full refund, your choice depending on inventory. Claims submitted after 48 hours may not be eligible.

What is not covered?

The guarantee does not cover normal transit stress; improper care or incorrect light or watering; pests introduced after delivery; extreme weather at the delivery address; plants left unattended for an extended period after arrival; or a change of mind after shipping. We cannot accept plant returns or exchanges once shipped. Please contact us about a claim rather than sending a plant back.

Can I change or cancel my order?

Orders can be modified or canceled before they ship. Contact us as soon as possible. Once shipped, an order cannot be canceled. Approved refunds are issued to the original payment method within 5–10 business days. Shipping costs are non-refundable unless the issue is due to our error, such as a wrong item or dead-on-arrival plant.

Where can live plants be shipped?

We currently ship within the contiguous United States, not Alaska, Hawaii, or internationally. Agricultural restrictions vary by location, and buyers are responsible for confirming an item is legal to receive. If an order includes a restricted item, we will contact you before shipping. Devil's claw (Proboscidea louisianica) cannot be sold in or shipped to Washington state.

What if my shipment is delayed or lost?

If tracking shows no movement for 5 days, contact us so we can investigate with the carrier. If the carrier confirms a package is lost, our policy provides for a free replacement or refund.

Questions? Email grower@crosstimbersnursery.com.