Refund policy

Return & Refund Policy

Last updated: 8/24/2026

Thank you for shopping with Cross Timbers Nursery! Because we sell living plants and perishable seeds, our return and refund policy works a little differently than a typical retail policy. Please read below so you know exactly what to expect.

1. Live Plants

1.1 Our Guarantee

We guarantee that your plant will arrive alive and healthy. Due to the nature of live goods, we cannot accept returns or exchanges of plants once they've shipped — but we stand behind every order with the guarantee below.

1.2 Damaged or Dead-on-Arrival (DOA) Plants

If your plant arrives damaged, wilted beyond recovery, or dead:

  • First check the root system of the plant and base of stem. If scratching the base of stem revels green, live flesh behind the outer layer of tissue, the plant is still alive and is not DOA. If roots, tubers, rhizomes, etc. are still white, healthy, and don't fall apart or appear rotten, the plant is still alive and can be planted. This does not fall under a DOA plant.
  • Contact us within 48 hours of delivery
  • Include your order number and clear photos of the plant (and packaging, if damage may be shipping-related)
  • We'll offer either free replacement or a full refund, your choice depending on our inventory, once the claim is reviewed

Claims submitted after 48 hours may not be eligible, as plant condition can change quickly and we're unable to verify shipping-related damage.

1.3 Not Covered

Our guarantee does not cover:

  • Normal transit stress (minor leaf curling, a few dropped leaves, temporary droop) — most plants perk up within 3–7 days of proper care
  • Damage caused by improper care, incorrect light/water conditions, pests introduced after delivery, or extreme weather at the delivery address
  • Plants left unattended at the delivery location for an extended period after arrival
  • Change of mind after the plant has shipped

2. Seeds

  • Because seeds cannot be resold once opened or shipped, all seed sales are final and non-refundable once the order has shipped
  • If your seed packet arrives damaged, wrong, missing, or the packaging was compromised in transit, contact us within 7 days of delivery with photos, and we'll send a free replacement or refund
  • We do not guarantee germination rates, as germination depends on factors outside our control (soil, temperature, light, watering, seed storage after delivery)

3. Order Issues (Wrong Item, Missing Item)

If you receive the wrong plant/seed variety or an item is missing from your order:

  • Contact us within 48 hours of delivery with your order number and photos
  • We'll ship the correct item at no charge, or issue a refund for the missing item

4. Cancellations & Order Changes

  • Orders can be modified or canceled before they ship — reach out as soon as possible, as we pack and ship quickly
  • Once an order has shipped, it cannot be canceled (see our DOA guarantee in Section 1.2 for shipping issues)

5. Refunds

  • Approved refunds are issued to your original payment method within 5–10 business days
  • Shipping costs are non-refundable unless the return is due to our error (wrong item shipped, DOA plant, etc.)
  • You'll receive an email confirmation once your refund has been processed

6. Non-Returnable Items

For the health and safety of our plant collection, we're unable to accept physical returns of:

  • Live plants (of any kind, for any reason other than DOA)
  • Opened or shipped seed packets
  • Clearance, sale, or "as-is" listed items

7. How to Start a Claim

To report a DOA plant, damaged seed order, or issue with your shipment:

  1. Email us at grower@crosstimbersnursery.com or use the contact form at www.crosstimbersnursery.com
  2. Include your order number, a brief description of the issue, and clear photos
  3. Our team will respond within 1-2 business days with next steps