Returns & Refunds

We do everything we can to ensure the quality and condition of our products upon their arrival. That said, we cannot accept returned plants and trees. 

If a plant arrives damaged, please contact us at support@onlinetrees.com within 3 days of receiving the order. We will review the damage and provide a 1 time replacement if we can confirm the damages. After 7 days of order delivery, we reserve the right to refuse a refund or exchange.

We are not responsible for plants purchased outside their recommended growing zones or damage caused by neglectful care, improper planting, extreme weather, animals, or other external factors.

Cancelling An Order

Once you've completed the checkout process, we fulfill your order at our nurseries as soon as possible.

We take great care in selecting your items and packing them securely. And because your order is processed and shipped so quickly, cancellations and changes must be made the same day you placed your order. After your order is packed and shipped, it cannot be changed or canceled. If you cancel your order after it has been processed but before it ships, you will be charged a re-stocking fee (25% of your order value).

What If Your Order Never Arrives?

Once we ship an item, it is out of hands! But, sometimes shipping carriers will lose items in transit. If your order never arrives, please contact us at support@onlinetrees.com. After confirming the tracking issue, we will re-ship your plant or tree.