Buying a living plant online means trusting that it will reach you healthy and settle into your garden. That is why every order from FruitTree Direct is covered from the moment it lands on your doorstep through its first weeks in your soil. Here is exactly what we promise, in plain words.
Arrive Alive Guarantee
If your plant arrives dead or badly damaged, email us at support@fruittreedirect.com within 48 hours of delivery, with photos of the plant and the box. You choose what happens next:
- A replacement plant, or
- A refund to your original payment method. Refunds are processed within 5 to 10 business days of approval.
30-day guarantee
If your plant dies within 30 days of delivery despite proper care, send us a photo and we will replace it or give you store credit. This guarantee is for a replacement or store credit, not a cash refund.
What counts as proper care? Your plant is planted in the USDA zone range listed on its product page, or protected the way the page describes if you grow it in a colder zone or in a pot. It is watered as described in its Planting and Care section, especially during the first weeks. Our Plant Watering Guide covers the basics.
Bare root and dormant plants
Bare root trees and dormant plants travel without leaves on purpose, and they can take a while to wake up. If a dormant plant has not leafed out by June 1 after proper planting, contact us and we will replace it or give you store credit.
If we make a mistake
If we ship the wrong variety, if your plant arrives damaged beyond saving, or if your order never arrives, we replace it or refund you in full. For damage, please email us with photos within 48 hours of delivery.
What is not covered
We want this to be clear before you order, not after:
- Plants that did not get proper care, for example a plant that dried out after planting, or one planted outside the zone range on its product page without the protection the page describes.
- Claims for arrival damage sent more than 48 hours after delivery. Please check your plant the day it arrives.
- Plants that die more than 30 days after delivery, except dormant plants covered by the June 1 rule above.
- Returns of live plants. Live plants cannot be sent back. If something is wrong, we fix it with a replacement, store credit or a refund as described on this page.
How to make a claim
- Email us at support@fruittreedirect.com with your order number. For arrival problems, write within 48 hours of delivery.
- Attach photos. For arrival problems, show the plant and the box. For the 30-day guarantee or the June 1 rule, a clear photo of the plant is enough.
- Tell us what you would like. For arrival problems, choose a replacement or a refund. For the 30-day guarantee and the June 1 rule, the remedy is a replacement or store credit. We will reply by email to confirm the next steps.
Questions before you order? Write to support@fruittreedirect.com. A real person reads every email.