Tree Nursery Cancellation, Return and Guarantee Policy

At White Oak Orchard, we take pride in providing high-quality wildlife seedlings and tree-planting supplies. Because seedlings are live plants with limited seasonal inventory, different return conditions apply to seedlings and nonliving accessories.

Preorder Payment

Preorders are charged in full when the order is placed. Once payment is completed, the selected seedlings are reserved from our available inventory.

Cancellations

Orders may be canceled for a full refund within 24 hours of purchase.

After 24 hours, an order may be canceled before the seedlings are pulled and order fulfillment begins. A 10% cancellation and processing fee will be deducted from the refund.

Orders cannot be canceled or refunded after seedlings have been pulled, packing has begun or the order has shipped.

Shipping charges are nonrefundable after a shipping label has been created.

Seedling Returns

Because seedlings are live plants, we do not accept returns of trees or seedlings.

Orders that cannot be delivered because the customer provided an incorrect or incomplete address do not qualify for a refund. If a package is returned to White Oak Orchard because of an address problem, the customer is responsible for any additional reshipping charges.

Accessory Returns

Unused tree tubes, stakes and other nonliving accessories may be returned within 30 days of delivery.

Before returning an item, contact whiteoakorchard25@gmail.com with your order number and the items you wish to return. Returns sent without prior authorization may be refused.

To qualify for a return, accessories must be:

• Unused and uninstalled

• Unaltered and undamaged

• In resalable condition

• In the original packaging when applicable

Unopened products returned in their original condition are not subject to a restocking fee.

Opened bundles or packages may be accepted when all components are unused, complete and in resalable condition. Approved returns of opened bundles or packages may be subject to a 15% restocking fee.

Customers are responsible for return-shipping costs on voluntary returns. Original shipping charges are nonrefundable. Because tree stakes are oversized, their return-shipping cost may be substantial.

Refunds are issued only after the returned products have been received and inspected. Approved refunds will be issued to the original payment method, less any applicable restocking fee. The time required for the refund to appear depends on the customer’s financial institution.

Consumable Products

Fertilizers, mycorrhizal products, root treatments, soil amendments and other consumable products may be returned only when unopened, unused and in their original sealed packaging.

Opened or partially used consumable products are not returnable.

Final-Sale Accessories

The following products are final sale and cannot be returned:

• Used or installed tree tubes

• Used, installed, cut or altered stakes

• Opened fertilizers, mycorrhizae, root treatments or other consumables

• Clearance or closeout products marked final sale

• Special-order or custom-quantity products

• Products damaged through customer handling, storage, installation or misuse

Incorrect, Missing or Damaged Accessories

Inspect accessories immediately after delivery.

Incorrect, missing, defective or shipping-damaged accessories must be reported within 48 hours of delivery. Email whiteoakorchard25@gmail.com and include:

• Your order number

• Photographs of the shipping box

• Photographs of the shipping label

• Clear photographs of the affected products

• A description of the missing, incorrect or damaged items

Claims submitted after 48 hours may be denied.

When a claim is documented promptly and approved, White Oak Orchard will provide an appropriate replacement, store credit or refund. Return shipping and restocking fees do not apply when White Oak Orchard sent an incorrect or defective product.

Damage or Problems With Seedlings at Delivery

Inspect your seedling order immediately after delivery and before planting.

Damage, severe drying or an incorrect species must be reported within 48 hours of delivery. Email whiteoakorchard25@gmail.com and include:

• Your order number

• Photographs of the shipping box

• Photographs of the shipping label

• Clear photographs of the affected seedlings

Claims submitted after 48 hours may be denied.

When an arrival claim is documented promptly and approved, White Oak Orchard will provide, at its discretion, a replacement tree when available or store credit. Cash refunds are not issued for seedling arrival claims.

Minor differences in seedling height, branching, root shape or appearance are natural and do not qualify as shipping damage.

Our Better Trees Promise

Our Better Trees Promise applies only to dormant bare-root seedlings purchased from White Oak Orchard.

If an eligible tree fails to break dormancy during its first growing season, White Oak Orchard will provide, at its discretion, a one-time replacement tree when available or store credit equal to the original purchase price of the affected tree.

Eligibility Requirements

To qualify for the Better Trees Promise, the customer must:

• Plant the seedling as soon as possible and no later than three days after delivery.

• Until planting, keep the seedling in a cool area with its roots moist, covered and protected from drying, freezing or excessive heat.

• Plant and maintain the seedling according to the White Oak Orchard Planting and Care Guide.

• Provide appropriate watering and weed control during establishment.

• Plant the seedling within the USDA Hardiness Zones recommended on its product page.

• Purchase an appropriately sized TreePro tree tube from White Oak Orchard with the seedling order and install it at the time of planting.

• Keep the tree tube properly installed, secured and functional throughout the establishment period.

• Submit the claim no later than June 30 of the seedling’s first growing season.

Required Claim Information

Claims must include:

• The original order number

• The planting date

• Clear photographs of the entire seedling

• Photographs showing the TreePro tube and its installation

• Photographs of the surrounding planting site and conditions

White Oak Orchard may also request a photograph of a scratch test showing the condition of the cambium beneath the bark.

Guarantee Exclusions

The Better Trees Promise does not cover losses caused by:

• Planting outside the recommended USDA Hardiness Zones

• Improper planting or failure to follow the Planting and Care Guide

• Failure to plant promptly or store the seedling properly before planting

• Inadequate watering or weed control

• Drought, flooding or standing water

• Herbicide damage or drift

• Improper fertilizer application

• Mowers, string trimmers, vehicles or other mechanical damage

• Missing, improperly installed or damaged tree protection

• Deer, rodents, livestock or other wildlife damage

• Insects or disease

• Fire, severe storms, extreme weather or other acts of nature

• Freeze damage after the tree has leafed out

• Moving or transplanting the tree after its initial planting

• Damage caused by customer handling, neglect or conditions beyond White Oak Orchard’s control

Replacement Trees and Store Credit

Approved survival claims are resolved with a replacement tree or store credit at White Oak Orchard’s discretion.

Replacement trees are subject to availability. Customers are responsible for all shipping charges associated with replacement trees.

Store credit:

• Is equal to the original purchase price of the approved affected tree

• Has no cash value

• May be applied to a future White Oak Orchard purchase

• Expires one year after the date it is issued

Cash refunds are not provided for survival claims.

Dormant Shipping

Bare-root seedlings are shipped only while dormant. Shipping schedules are based on the destination’s USDA Hardiness Zone, weather conditions and the dormancy of our nursery stock.

White Oak Orchard may advance, delay or temporarily hold a shipment when necessary to protect seedling health.