Please click here to view our Manufactured Merchandise Ordering Policy
Guarantee Policy: All nursery stock supplied is to be of true quality genetics and lineage to the best of our knowledge and be in fair core health when picked up or shipped from our facility.
1 Year Free Comprehensive Warranty Policy: All of our products come with a 1-year Warranty free of charge.
If a plant dies due to circumstances entirely out of the customer's power, such as winter losses or crop failure within 1 year of the shipment or pick up leaving our facility, you may be eligible for a store credit of equal value to those plants. Any acts of nature such as fire and flood are not covered under our warranty.
If an item is lost in transit, you may be eligible for a store credit of equal value to those plants upon providing any available evidence to prove that the delivery was not received.
For items deemed affected by common cycles in live plants causing cosmetic challenges like leaf drop, discoloration, etc., and for items deemed affected by transit and showing cosmetic challenges such as leaf shed, discoloration, leaf droop, or scorch or regular wear and tear common in live plants, advice will be supplied on caring for the plants after receiving a shipment and what to expect. Warranty inquiries will not be considered for these common and minor plant ailments that do not effect the core quality and long term viability of the nursery stock.
If concerns become greater than cosmetic and common wear and tear and if you are concerned about plant death or failure, to inquire about a warranty and maintain eligibility, you must notify us within 24 hours by email of such concern with current pictures of the plant(s) attatched in the email to us. Pictures will be analyzed, and advice will be given.
Except for in the case of indefinite and 100% plant failure determined by our experts, warranty applications will not be reviewed and processed until July of the following season that you received the plants to ensure 100% confirmation of plant unviability before warranties are considered. In the case that a warranty claim has gone past inquiry to application and plant(s) have been determined to be 100% Unviable within the 1 year Warranty coverage period, please allow 30-60 business days for review and approval of warranty claim applications and up to 2 shipping seasons (spring/ Early Summer and late summer/ fall) to fulfill any approved claims.
In the case that the one-year warranty coverage period lapses before the July of following season standard acceptance date of warranty applications opens, the coverage period will be extended to allow for the warranty holder to meet the set timelines we set out within this warranty.
Maintenance of photographic records is required to maintain your eligibility for our warranty. For the extent of the 1 year warranty coverage period you must maintain the following photograph records of the plants you receive from us as applicable in relation to the date you receive your order: photos of the plants when you receive them, as well as on July 1st, August 1st, September 1st, April 15th, June 1st, and July 1st of the following year. These pictures are used as records when necessary to analyze crop success and to help determine warranty approvals on specific crops. You must make the pictures available to us upon request to maintain your warranty eligibility.
Please note that all shipping costs are final and non-refundable once a shipment has been processed to leave our facility for its destination. Plants purchased outside of your growing zone will not be covered under our warranty. We reserve the right to decline a warranty claim if we believe that the loss was due to customer neglect or error. Our free 1 year warranty policy is a privilege and not an obligation. We reserve the right to cancel or remove the warranty at any time without notice due to any disrespectful and/or improfesional conduct displayed on the warranty holders behalf through out the warranty process. (Please see our respectful conduct policy for more info)
Cancellation Policy: All cancellation requests must be sent to us via email and include your name and order number to be considered. Cancellations requested within either 14 days of the time of purchase or once an item has become back ordered for two consecutive shipping seasons may be eligible for financial reimbursement. Please note all cancellations requested within 14 days from time of purchase which are approved will be subject to mandatory a 25% cancellation processing fee. This fee is implemented to cover processing costs from accommodating the placement of your order through our payments server and credits can not be given to order holders as an alternative to the fee. Cancellations made after 14 days from the time of purchase and before the item has become back ordered for 2 consecutive shipping seasons may be eligible for store credit in the amount of your cancelled order value. Cancellation requests will not be considered once an order has been processed to be shipped out from our facility. We must implement a strict cancellation policy as cancellation of reserved plant items in the nursery industry creates issues with inventory management, product allocations and organization of logistics. Items are specifically reserved for you upon placing your order. We appreciate your cooperation.
Exchanges And Returns Policy: Due to the fact that live plants have a perishable nature, we regret to inform you that we cannot accept any returns or exchanges to our nursery. As a living product, plants require specific care and environmental conditions to thrive, and we cannot guarantee that they will survive after leaving our nursery. However, we do offer a warranty policy for our products. If you receive a product that is unviable and meets the eligibility criteria for a warranty claim under our policy, we will offer store credit as compensation. This credit can be used towards future purchases from our nursery. Please note that to be eligible for a warranty claim, you must report any issues with the product within a certain time frame and follow our warranty policy requirements. (See Our Warranty Policy) Our team will assess the situation and determine if the claim meets our warranty policy's criteria.
Refund Policy: For any orders being considered for financial reimbursement (See Cancellation Policy) please allow up to 30-60 business days for the full review and processing time to be completed. At our company, we understand that timely refunds are important to our customers, and we strive to process them as quickly and efficiently as possible. However, we also take the security of our customers' financial information very seriously, and we have implemented robust review and processing procedures to ensure that refunds are being issued to the correct individuals and accounts. These procedures may add some additional processing time, but they are in place to protect our customers and their financial well-being. We appreciate your patience and understanding as we work diligently to review and process approved refunds.
Shipping Policy: At our nursery, we take pride in carefully cultivating and growing a wide variety of plants. However, please note that due to the unique nature of each species, they all have different growing and maturation periods. As a result, different plants pass grade and are ready to be shipped at different times throughout the shipping and growing season.
Processing of Shipping: Except for in the case of an order with back-ordered items (see our back orders policy for more info) For any 1 order placed with us, standardly we will process it to ship as soon as ALL of the plants in the specific order are ready to be shipped. However, for larger or multiple orders, we reserve the right to split them up and ship them as each plant becomes available or combine them as we see fit. Each decision is made to ensure the most efficient shipping process possible. The order holder agrees to allow us to make these executive decisions on their behalf and for their benefit. Unless a customer has paid for separate shipping to accommodate such a request, we will not standardly ship items separately as they become available but only once all items have passed grade and are ready to ship. Our estimated spring/ early summer shipping periods by product and our estimated late summer/ fall shipping periods by product, showing specific estimated shipping periods within the specific timelines will be released at the beginning of each relative shipping seasons timeline. This will help order holders determine approximately when their entire order will be ready to process for shipping.
No Proration Of Shipping Cost On Multiple Orders: Under no circumstances do we agree to prorate, combine or discount the shipping costs for multiple or separate orders. Each order is considered a separate transaction, and as such, shipping fees are calculated at checkout based on the weight for that particular order. This is to ensure optimal organization of our logistics and provide the best shipping service possible to the order holder.
We work with multiple shipping companies and will select the one that is most beneficial to the shipping process for both the customer and our company. We estimate that orders will ship within the set timelines and periods, and we will send a notification with the necessary tracking information once the order departs our nursery. However, please understand that the 'Spring/Early Summer Estimated Shipping Periods By Product' is just an estimate and not an official shipping notification. You will receive an official shipping notification via email or text once your order is shipped from our nursery.
Please note: Due to unpredictable variables such as weather, crops, and third-party shippers, exact shipping dates cannot be guaranteed each season. We appreciate your patience and understanding as we strive to fulfill the high demand for our unique selection of quality plants each shipping season.
Shipping Costs: All shipping costs are non-compensatable once orders have been processed for shipping out from our facility. This means that if you choose to cancel your order after it has been processed for shipping, we cannot compensate any shipping costs paid.
Changes to Orders: We understand that circumstances may change, and you may need to request to make adjustments to your order. Order holders agree that all orders placed are final and as is at checkout unless requested changes are approved by us first. Changes cannot be made from shipping to pick up or vice versa, or any other changes unless the request is approved first.
If you need to make changes to your order, please contact us as soon as possible. We reserve the right to approve or deny any changes, but specifically those requested after April 1st of each season, as changes made close to the shipping season may have negative effects on our shipping schedule and inventory management.
We will review your request and determine whether the change can be accommodated. If approved, we will do our best to make the necessary adjustments to your order. However, please note that additional fees may apply for any approved changes made after the initial order is placed.
Shipping Date Requests:
Please note that specific shipping dates cannot be requested or guaranteed. We understand that you may have certain preferences or requirements for shipping, but we cannot accommodate individual requests for specific shipping dates. By placing an order with us, you agree to shipping as set out in all policies, terms and conditions set out on our website. Our estimated shipping timelines and periods are provided as a guide and are subject to change due to unpredictable variables that are part of the nursery industry each season, such as weather, crop yields, and third-party shippers.
Shipping Info and Website Policies: To ensure a smooth and satisfactory shipping experience for our customers, please refer to our shipping info pages and website policies for more information on the shipping of our products. We are committed to providing clear, concise, and easy-to-understand information. If you have any further questions or concerns, please do not hesitate to contact us.
Pick Up Policy: At our nursery, we take pride in carefully cultivating and growing a wide variety of plants. However, please note that due to the unique nature of each species, they all have different growing and maturation periods. As a result, different plants pass grade and are ready to be picked up at variable and different times throughout the pick up and growing season.
Processing Of Pick Ups : Except for in the case of an order with back-ordered items (see our back orders policy for more info) For any 1 order placed with us, standardly we will send the official ready for pick up notification via email as soon as ALL of the plants in the specific order are ready to be picked up. Our estimated spring/ early summer pick up periods by product and our estimated late summer/ fall pick up periods by product, showing specific estimated pick up periods within the specific timelines will be released at the beginning of each relative pick up seasons timeline. This will help order holders determine approximately when their entire order will be ready to pick up. Upon review of the estimated pick up periods by products, if order holders see certain products in their order that may be ready to pick up at varying times throughout the season, you can email us to request to make pick ups in multiple visits based on what becomes ready as the season progresses. Please note that we can not guarantee any item to be ready for pick up unless such an inquiry is approved and confirmed by us via email request or unless you have received your official ready for pick up notification. Orders are estimated to be available to pick up within the set timelines and periods. Pick up info will be sent to customers upon orders being ready to pick up. The estimated pick up periods by product' is an estimate and does not constitute an official ready for pick up notification. We advise that you wait for your official ready for pick up notification sent to you via email or text, or an approval for a request to pick your order up in multiple visits before attempting to retrieve your order, to ensure all items on your order are ready to be picked up and to avoid any confusion or inconveniences.
Please note: Due to unpredictable variables such as weather, crops, and third-party shippers, exact pick up dates cannot be guaranteed each season. We appreciate your patience and understanding as we strive to fulfill the high demand for our unique selection of quality plants each pick up season.
Designated Pick Up Days: Please note, as a private facility, with exception to our Nursery Open Houses, we operate with strict designated pick-up days and hours for pre-orders placed on our website and set for pick up. These designated pick up days will be posted on our website at the beggining of each relevant pick up season. Designated pick up days will be available between April 15th and July 15th, and September 15th to November 15th. We are not open to pick ups between July 15th and September 15th. We have dedicated our staff and facilities to be able to accommodate safe and assisted pick ups on these designated Pick up days.
IMPORTANT: Only customers who have placed pre-orders for pick up with us and who have been sent an official ready for pick up notification are permitted to our facility on the designated Pick up days. As a busy plant growing and distribution facility, we implement measures and strive to ensure that our valued customers have a safe and seamless experience when picking up their pre-ordered items. Customers are required to show a paper or digital copy of their order confirmation and official ready for pick up notification upon arrival at our facility.
Please be aware that we can not serve customers with pick up pre orders who arrive to our facilities outside of the designated Pick up days and hours, or with out the requested documentation under any circumstances.
During these designated pick-up days, customers picking up pre orders are welcome to purchase additional plants on site. This provides an opportunity for customers to browse our inventory and add more items to their pre-existing orders. Customers must refer to our website for pricing and detailed info of plant inventory available for purchase while at our nursery as some items may not be price marked. Items will be marked by plant name.
As mentioned we also host seasonal nursery open houses, which provides a chance for the general public to see our private operations firsthand and the opportunity to purchase plants without a pre order. These open houses are held periodically throughout the year and are advertised on the Nursery Open Houses page on our website in advance.
Changes to Orders: We understand that circumstances may change, and you may need to request to make adjustments to your order. Order holders agree that all orders placed are final and as is at checkout unless requested changes are approved by us first. Changes cannot be made from pick up to shipping or vice versa, or any other changes unless the request is approved first.
If you need to make changes to your order, please contact us as soon as possible. We reserve the right to approve or deny any changes, but specifically those requested after April 1st of each season, as changes made close to the pick up season may have negative effects on our pick up schedule and inventory management.
We will review your request and determine whether the change can be accommodated. If approved, we will do our best to make the necessary adjustments to your order. However, please note that additional fees may apply for any approved changes made after the initial order is placed. If a customer becomes unable to pick up an order after receiving their official ready for pick up notification, you may be eligible for a store credit. (see our cancellation policy for more info)
Pick Up Date Requests:
Please note that specific pick up dates cannot be requested or guaranteed. We understand that you may have certain preferences or requirements for pick up, but we cannot accommodate individual requests for specific pick up dates. By placing an order with us, you agree to pick up as set out in all policies, terms and conditions set out on our website. Our estimated pick up timelines and periods are provided as a guide and are subject to change due to unpredictable variables that are part of the nursery industry each season, such as weather, crop yields, and third-party shippers.
Pick Up Info and Website Policies: To ensure a smooth and satisfactory pick up experience for our customers, please refer to our pick up info pages and website policies for more information on the pick up of our products. We are committed to providing clear, concise, and easy-to-understand information. If you have any further questions or concerns, please do not hesitate to contact us.
Sales And Promotions Policy: Duration and Eligibility: Our sales and promotions are offered for a limited time only and are subject to specific terms and conditions. These terms and conditions may include specific dates and times during which the sale is valid, as well as restrictions on the products or services that are eligible for the sale. Customers must meet all eligibility requirements in order to participate in the sale or promotion.
Retroactive Discounts: We cannot apply sale or promotional discounts retroactively to past purchases. Our sales and promotions are valid only during the specified time period, and we are unable to make exceptions to this policy.
Price Matching: We do not offer price matching for products or services that are included in a sale or promotion. Once a sale or promotion has ended, the discounted price is no longer available.
Exchanges and Returns: If a customer purchases a product or service that goes on sale or promotion shortly after their purchase, we are unable to offer a refund or exchange for the difference in price.
Cancellation or Modification: We reserve the right to cancel or modify a sale or promotion at any time, for any reason, without notice. We also reserve the right to disqualify any customer who does not meet the eligibility requirements or who violates the terms and conditions of the sale or promotion.
We appreciate your understanding and cooperation with our sales and promotions policy. If you have any questions or concerns, please do not hesitate to contact our customer service team for assistance.
Respectful Conduct Policy: At canadiantreenursery.com we value our customers and strive to provide a safe and respectful environment for everyone who visits our website. To maintain this environment, we have established a Respectful Conduct Policy that outlines acceptable behavior when interacting with our website, customers, and customer support team.
Respectful Behavior: We expect all customers to treat our staff and other customers with respect and dignity. Any form of harassment, intimidation, bullying, or discrimination will not be tolerated. This includes but is not limited to offensive language, personal attacks, or threats of violence.
Honest and Accurate Communication: We expect all customers to communicate with us honestly and accurately. Any attempts to deceive or misrepresent information to gain an unfair advantage or damage our reputation will not be tolerated.
Compliance with Laws and Regulations: We expect all customers to comply with all applicable laws and regulations, including but not limited to privacy laws and intellectual property laws.
Prohibition of Unlawful Activities: Any activity that is illegal or encourages illegal activity, including but not limited to hacking, phishing, or spreading defamation, will not be tolerated.
Consequences for Violations:
Any violation of this Customer Conduct Policy may result in the suspension or termination of your account without notice or compensation. We reserve the right to take legal action if necessary.
We take the safety and well-being of our business including its customers and staff seriously and appreciate your cooperation in maintaining a safe and respectful environment. If you have any questions or concerns about this policy, please contact us.
Back Orders Policy: Any items that may become back-ordered each shipping and pick up season will be posted at the end of that particular shipping and pick up seasons timeline on the official back-ordered items notice page on our website. All back-ordered items are automatically set to forward to the next available shipping and pick up season unless a later shipping or pick up season is desired by the customer. Such requests must be sent to us by email before the start of the following shipping and pick up seasons timeline and include your name, order number as well as the back-ordered item(s) in regards to your order(s). Individual email notifications WILL NOT be sent separately to each order holder regarding back-ordered items. The order holder agrees to review the official back-ordered items notice page at the applicable time to keep themselves aware and informed on any back-ordered items. If an item becomes back-ordered and the order holder prefers not to wait for the specific item, order holders may be eligible for store credit equal to the value of the back-ordered item(s) in the order(s). To maintain eligibility to receive store credit on back-ordered items, all requests for store credit on back-ordered items must be sent to us by email before the start of the following shipping and pick up seasons timeline and include your name, order number as well as the back-ordered item(s) in regards to your order(s). If an item becomes back-ordered for two consecutive shipping or pick up seasons, only then will order holders be eligible for financial reimbursement in the form of a refund. (see our refund policy for more info) Please note that refunds or store credits will be issued only for the affected item(s) in the order(s). For back-ordered items that may be able to be determined back-ordered before the end of the shipping and pick up season timeline, we reserve the right without notice to ship or send pick up notifications and provide upon pick up, or shipping, substitutes for such back ordered items, with comparable variety or equal value items up to 25% of the total amount of items in any 1 order to achieve maximum order fulfillments each shipping season. Any substitutes or back ordered items shipped will be listed in the packing slip of each shipment. For pick ups, order holders will be shown available substitutes and specific items that are back ordered upon pick up of the order. (see our order substitutions policy for more info) If the total amount of back-ordered items exceeds the 25% allowable for substitutions we may fulfill your order with the total amount of allowable substitutes and back-order the items over the allowable 25% of substitutions to the next shipping or pick up season. Alternatively, if the amount of back-ordered items exceeds the allowable 25% of substitutions we may hold the entire order or all back ordered items from the order back until the following shipping or pick up season. By placing an order on our website order holders agree to allow us and trust us to make these executive decisions at our sole discretion and agree to allow us to make these decisions on their behalf and based on the optimization of our shipping operations for our order holders and our company's maximum benefit. As an online nursery business, we are committed to providing you with the highest quality plants and products. However, it is common in our industry to face challenges with particular crops each year, due to factors that are beyond our control, such as weather, climate, winter temperatures, and the luck of the draw with crop success. As a result, sometimes we have to make the difficult decision to hold back certain items to ensure that we are sending only items in fair core health. (see our guarantee policy for more info) This can cause delays in fulfilling some of our orders within the estimated timelines and periods. We understand that waiting longer then you've planned for your order can be disappointing, but we want you to know that your patience and support is appreciated. Customers are encouraged to reach out to our customer service team with any questions or concerns about their back-ordered items.
Official And Authentic Information Policy: Only information on the official canadiantreenursery.com website will be considered valid, authentic, and official including but not limited to, contact info, shipping and pick up info, sales and promotions details etc. We do not endorse, support or take responsibility for any information posted or displayed on any 3rd party platforms with out our prior consent such as social media platforms, review websites, or any sources other than the official canadiantreenursery.com website. We will not be liable for any losses or inconveniences suffered by customers who disregard this policy and obtain misleading or unofficial information from unauthorized sources. Customers are required to notify us of any misleading information found on any 3rd party platforms so that we can take appropriate measures to remove misleading, unauthentic, and false information. We appreciate your cooperation with this policy and your assistance in ensuring customers receive only accurate, authentic and official information directly from the authorized team members at canadiantreenursery.com
Environmentally Friendly Commitment Policy:
Our company is committed to minimizing our impact on the environment and promoting sustainability in the agricultural industry. We believe that it is our responsibility as stewards of the land to prevent and eliminate contamination of waterways, soils, and native plant and animal habitats with toxic materials. To this end, we have developed this environmentally friendly commitment policy that outlines our approach to natural pest and disease management control methods, environmental toxicity minimization and the recycling and repurposing of materials. We are committed to using only natural pest and disease management control methods whenever possible. This includes practices such as crop rotation, companion planting, and the use of beneficial insects to control pests. We will only use chemical pesticides or herbicides as a last resort when all other methods have been exhausted, and we will always follow industry best practices to minimize the impact of these chemicals on the environment. We are also committed to the recycling, upcycling, reusing, and repurposing of materials wherever possible. This includes the use of recycled packaging materials and the repurposing of old equipment and supplies. We will always strive to find ways to reduce waste and minimize our environmental impact without compromising the quality of our services or products. Our long-term commitment to minimal impact on the environment is central to our operations. We understand that environmental sustainability is crucial to the long-term viability of our business, and we are committed to operating in a way that ensures longevity and environmental sustainability. We know that it is important to be proactive in addressing environmental issues, and we are constantly developing new ways to reduce any unnecessary footprints from the nursery industry. In conclusion, our commitment to the environment is a fundamental part of who we are as a company. We will continue to work tirelessly to minimize our impact on the environment, prevent and eliminate contamination, and promote sustainability in the agricultural industry. We believe that by taking a proactive approach to environmental issues, we can help ensure the longevity of our business and the health and wellbeing of our planet for generations to come.
Ordering Protocol Policy:
Order Confirmation: Upon completion of payment for your order, an order confirmation will be sent to you via email. This confirmation will include all the details of the order you just placed.
Shipping/Pick Up Notification: The next notification you will receive from us will be the official shipping or pick up notification. This notification will inform you when your order has been processed and is ready to be shipped from the nursery or picked up including all details available to retrieve or track your order.
Referring To Official Shipping, Pick Up And All Relative Informational Pages: From the time prior, to the time of order confirmation, and shipping or pick up notification, through to the expiration of the 1 year warranty coverage period, and in addition to these official notifications, customers are required to refer to shipping, pick up and all relative informational pages, as well as policies provided on our website, as the official and primary source of information for placing and/or already placed orders. These pages will provide you with the relevant and nescesarry information regarding timelines, protocols and standard operating procedures in regards to your order. By placing an order with us the customer acknowledges and approves that no additional or special communication, notices or updates will be provided outside of the communication layed out in the Ordering Protocol Policy and all other pertinent policies in which it is bound by herein. Customers agree that it is their sole duty to familiarize themselves with all of our informational pages, policies, protocols and procedures prior to placing an order with us. Under no circumstances will canadiantreenursery.com be held liable for inconveniences that arise due to the customer's failure to utilize the critical information on our website prior to placing an order.
Contacting Customer Service: We encourage customers to contact our customer service team if they have any questions regarding the information provided on our website about their orders. Our team is available to assist you with any questions that you may have.
Customer Service Policy: We are committed to providing excellent customer service and want to ensure that our customers have the best possibility of having a positive experience when interacting with us.
Customer Service by Email Only: Our customer service is strictly by email only. No customer service will be provided through any third-party platforms or by telephone and customers must use the official customer service email listed on the Canadian Tree Nursery website. Please note, at our company, we believe that providing the best possible customer service is crucial to our success. That's why we have made the decision to strictly provide customer service through email. We understand that some customers may prefer to communicate via phone, but we have found that email support offers several benefits over traditional phone support. For example, it allows customers to receive assistance at their convenience, without the need for scheduling a call or waiting on hold. This means that you can reach out to us whenever you have a question or concern, and we will respond as quickly as possible. In addition, email support provides a written record of the conversation, making it easier for both you and our support team to track and manage issues. You can refer back to previous discussions and we can ensure that we are addressing all of your concerns in a timely manner. We also understand that multitasking is important to our customers, and email support allows you to continue with other tasks while waiting for a response from our team. This can help improve productivity and reduce frustration. Finally, we have found that email support can help reduce miscommunication between customers and support agents, as customers have time to compose a detailed message and support agents can take the time to review and respond thoughtfully. This can help avoid frustration and misunderstandings. Overall, we believe that providing customer service through email is the best way to ensure that we are meeting your needs and providing the highest level of support possible. We are committed to responding to your inquiries as quickly as possible and providing the assistance you need to succeed.
Email Communication: Our sole method of customer service is through email communication. We will attempt to respond to all emails within 24 hours, but please allow up to 5 business days for a response. Please note that this is only an estimate and our teams are working hard to respond to the high volume of emails as quickly as possible.
Auto Responses: From time to time, we may provide auto responses that contain necessary and critical information. The customer agrees that these auto responses are to be considered official and sufficient responses in some cases. By placing an order on our website the customer also agrees that if their inquiries have been addressed by an auto response that no additional email communication will be or is required to be provided. An alternate customer service email may be provided in the case that the auto response does not address all of your concerns. If customers are not directed to an alternate email in the auto response and have questions that the auto response does not address, customers can expect a response within the estimated response times
Clear Instructions: In some instances, clear instructions will be given in emails, and we expect customers to follow them.
Busy Seasons: During our busy shipping seasons, we reserve the right to take longer to respond to emails. We appreciate your understanding during these times.
Self-Serve Informational Pages: We encourage customers to refer to our self-serve informational pages and policies before reaching out to customer service.
Respectful Conduct: We expect all customers to engage in respectful conduct when interacting with our customer service team. Failure to do so may result in discontinuation of customer service without notice or compensation. Please refer to our respectful conduct policy for more information.
Timelines for Customer Service Tasks: Customers must allow us necessary and reasonable timelines to perform customer service tasks such as applying credits and making changes to orders. No deadlines or similar will exist in completing these administrative tasks, but we will always perform these tasks in good faith and in a timely manner.
Liability: Under no circumstances will we be liable for any inconveniences or losses resulting from customers not following advice and instructions provided by our official customer service team at Canadian Tree Nursery. Additionally, customers agree that only advice and instructions received from one of our official customer service representatives will be considered relevant.
Thank you for taking the time to review our customer service policy. If you have any questions or concerns, please do not hesitate to reach out to us at the official customer service email listed on our website.
Plant Substitutions Policy:
We reserve the right to provide plant substitutes for all orders placed as outlined below and ultimately as deemed necessary for optimal order fulfillment and customer satisfaction each shipping and pick up season. For back-ordered items that may be able to be determined back-ordered before the end of the shipping and pick up season timeline, we reserve the right without notice to ship or send pick up notifications and provide upon pick up, or shipping, substitutes for such back ordered items, with comparable variety or equal value items up to 25% of the total amount of items in any 1 order to achieve optimal order fulfillments each shipping season. Any substitutes, equal value items or back ordered items in the shipment will be listed in the packing slip of each shipment. For pick ups, order holders will be shown available substitutes, equal value items and specific items that are back ordered upon pick up of the order. If the total amount of back-ordered items exceeds the 25% allowable for substitutions we may fulfill your order with the total amount of allowable substitutes and back-order the items over the allowable 25% of substitutions to the next shipping or pick up season. Alternatively, if the amount of back-ordered items exceeds the allowable 25% of substitutions we may hold the entire order or all back ordered items from the order back until the following shipping or pick up season. By placing an order on our website order holders agree to allow us and trust us to make these executive decisions at our sole discretion and agree to allow us to make these decisions on their behalf and based on the optimization of our shipping operations for our order holders maximum benefit.
Payment Processors Policy: This Payment Processors Policy outlines the terms and conditions governing the use of payment processors and related services on our website. By accessing and using our website, you agree to be bound by this policy, which forms an integral part of our website's terms and conditions.
Payment Options: We offer multiple secure payment options through licensed and established payment system providers, including major credit cards, Google Pay, Apple Pay, and Shop Pay. We reserve the right to add or remove payment options at any time without notice.
Security of Financial Information: We take the security of our customers' personal and financial information very seriously. We do not store or retain any credit card information from purchases made on our website. By agreeing to this policy, you acknowledge and agree that we are not liable for any loss or damage that may arise from any unauthorized access to or disclosure of your financial information.
Chargebacks and Charge Disputes: Any chargebacks or charge disputes made against purchases on our website will be considered a breach of the customer's agreement by purchase and all policies bound by the agreement by purchase. We reserve the right to take all necessary actions to recover the funds rightfully owed to us as set out in the agreement by purchase and all pertinent policies and/or relevant informational pages.
Customer Service: We advise customers to utilize our official customer service team to resolve any issues or concerns. All resolutions shall be solely based on the policies and informational pages provided on our website. Customers agree that all concerns are to be considered remedied and/or resolved so long as we operate and process orders in accordance with our policies and informational pages presented on our website prior to purchase.
Termination of Customer Service: Customers who fail to abide by and/or acknowledge the agreement by purchase and all pertinent policies and informational pages presented to the customer, including but not limited to performing chargebacks, charge reversals and/or charge disputes, may result in the termination of customer service without compensation.
Fraudulent Chargebacks: Performing chargebacks against purchases on our website may jeopardize and diminish the customer's access to our customer service and their ability to resolve any issues they may have directly with us going forward. Chargebacks against purchases on our website can also be considered fraudulent and go against our respectful conduct and other policies.
Resolution of Issues: We recommend working with our customer service team directly to resolve any issues encountered during the ordering process for quicker resolution of issues. Please note that chargebacks can take up to 120 days from the time they are initiated to receive a decision from your bank.
Amendments: We reserve the right to amend this Payment Processors Policy at any time without notice. Your continued use of our website following any such amendment constitutes your acceptance of the amended policy.
Agreement By Purchase Policy: By using and/ or making a purchase from our website, customers agree to be bound by all policies presented on our website, including those in the main menu and any other policies easily accessible by customers. Additionally, Customers agree to be bound by any informational pages attached or related to, and detrimental to said policies. It is the sole responsibility of the customer to make themselves aware of all policies in effect on our website before, during and after purchasing any product or service from our website. We reserve the right to make changes to our policies at any time without notice. It is the Customer's responsibility to regularly review all policies for any changes or updates.
Critical Information And Customer Due Dilligence Policy:
At canadiantreenursery.com we we strive to provide our customers with all the necessary information to make informed purchasing decisions. We understand the importance of transparency and want to ensure that customers have access to critical details about the products and services. It is essential that customers take the time to read and understand the information before making a purchase.
We provide comprehensive product descriptions, specifications, terms and conditions, policies, and any other relevant information on our website. It is the Customer's sole responsibility to carefully review and comprehend this information before proceeding with a purchase.
Please note that we will not be liable for any losses, damages, or disappointment resulting from customers failure to read and understand the critical information provided. By using our website, customers acknowledge and accept that the customer is responsible for thoroughly reviewing all the relevant details associated with the product or service they may intend to purchase.
We encourage customers to reach out to our customer support team if they have any questions or need further clarification regarding any aspect of the critical information provided. We are here to assist and ensure that the shopping experience with us is as smooth and satisfactory as possible. We appreciate our customer's understanding and cooperation in reviewing and understanding the critical information provided.
No Exceptions Policy:
Our policies are crucial for our company's smooth operations, stability, and longevity, and therefore we cannot bend or make exceptions to them. Our policies are in place to ensure ethical and legal conduct, to assist is in providing exceptional service to our customers, and to protect their interests.
We understand that some customers may request exceptions to our policies, but we cannot accommodate these requests as it would jeopardize the integrity of our policies and our commitment to our customers. We must apply our policies uniformly and consistently to ensure that we maintain a fair and equal treatment for all customers.
Our policies are designed with our customers' overall best interests and long term benefit in mind. We aim to provide exceptional service while upholding our policies and maintaining clear and concise information to our customers.
In summary, our policies are fundamental to our company's success in serving our customers, and we appreciate your agreement, acknowledgement and cooperation with our policies.