Welcome to Wilson Bros Garden, where we cultivate beauty and trust in every plant we ship. From our vibrant Colorful Bark Japanese Maples to our resilient Erosion Control Groundcovers, we are dedicated to your gardening success. This policy outlines our shipping practices and our commitment to ensuring your plants arrive healthy and thrive in your care.

Our Shipping Commitment

We carefully pack and ship living plants to ensure they arrive in optimal condition, ready for you to plant and enjoy.

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. You will receive a notification email with tracking information once your order ships.

Shipping Methods, Time & Costs

We offer two reliable shipping options to suit your needs:

  • Standard Shipping: Shipped via DHL or FedEx.
    • Delivery Time: 10-15 business days after shipment.
    • Cost: A flat rate of $12.95.
  • Free Shipping: Shipped via EMS.
    • Delivery Time: 15-25 business days after shipment.
    • Cost: FREE on all orders over $50. For orders under $50, this option is not available.

Shipping Region: We ship globally, excluding some remote areas and parts of Asia. Please check at checkout if we can deliver to your location.

Tip for Gardeners: Upon arrival, please open your package promptly and give your new plants (like your Berry Plants or Clematis Vines) a gentle watering if the soil is dry, and place them in appropriate light as you prepare to plant.

Our Returns & Exchanges Guarantee

We guarantee that all plants will arrive in healthy, living condition. If there’s an issue, we’re here to help. Our policy is designed with the same care as our plant collections—to provide a solution and ensure your garden flourishes.

Important Timeline

All return or exchange requests must be initiated within 15 days of receiving your shipment. This allows us to address issues promptly while plants are in a recoverable state.

The Returns & Exchanges Process

Follow these steps for a smooth resolution:

  1. Inspect Upon Arrival: Carefully inspect your plants as soon as they are delivered. Check for visible shipping damage or health concerns.
  2. Contact Us Promptly: If you identify an issue, contact our support team at [email protected] within 15 days of delivery. Provide your order number and a clear description (photos are very helpful).
  3. Receive Instructions: Our team will review your request and email you specific return authorization and instructions. Please do not ship plants back without this authorization.
  4. Pack and Ship: Securely pack the plant(s) in their original packaging or equivalent. Include a copy of your return authorization email and ship to the address provided in your instructions.
  5. Resolution: Once we receive and inspect the returned plant, we will process your chosen resolution:
    • Exchange: We will ship a healthy replacement of the same plant (subject to availability).
    • Refund: We will refund the purchase price of the plant to your original payment method.

Refund Timeline & Method

  • Timeline: Refunds are typically issued within 5-10 business days after we receive and inspect the returned plant.
  • Method: The refund will be credited back to your original payment method (Visa, MasterCard, JCB, or PayPal). The time it takes for the refund to appear in your account may vary depending on your bank or payment processor.
  • Note on Shipping Fees: Original shipping charges are non-refundable unless the error was on our part. If you received free shipping via EMS on an order over $50, the refunded amount will be for the plant cost only.

Non-Returnable Items & Situations

To ensure the health and viability of all our living products, the following are generally not eligible for return or exchange:

  • Plants Beyond the 15-Day Guarantee Period: We cannot accept returns for plants reported after 15 days from delivery.
  • Customer Planting or Care Issues: Plants that fail due to improper planting, unsuitable local climate, pest damage after delivery, or inadequate care (watering, sunlight, etc.) are not covered.
  • Final Sale or Clearance Items: Any items marked as “Final Sale” at the time of purchase. (Note: Based on our current menu and content, no specific product lines are permanently marked as final sale. This would apply to individual items on promotion.)

Our Gardening Promise: Our goal is your success. Even if a plant seems to struggle outside the return period, we encourage you to email us. Our team includes experienced gardeners who may offer helpful advice to revive your Flowering Vines or Drought Tolerant Groundcovers.

Need Help?

Our support team is as dedicated to your satisfaction as we are to providing top-quality plants.

Email: [email protected]

Postal Address for Returns (By Authorization Only):
Wilson Bros Garden
Attn: Returns Department
1472 Dola Mine Road
Durham, US 27704

Please allow 1-2 business days for a response.

Last Updated: October 26, 2023
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