Before processing
We can usually adjust quantities, address details, or cancel.
Clear, fair, and built around quality-sensitive products.
Our scionwood and budwood products are hand selected and carefully packaged to ensure they arrive to you in graft-ready condition. Because of the sensitive nature of live plant material, you must inspect your order upon receipt. Should there be any potential issues or concerns, please contact us immediately using the form on the Contact Us page: include your order number and the nature of the concern. We will contact you help resolve the issue to your satisfaction. Please be advised that you only have 24 hours after receipt of your shipment to report concerns. This is strictly adhered to since we have no method of controlling how items are handled and stored after delivery.
Frozen cider juices are packaged to remain frozen during transport, however should you receive juice that is partially thawed, it is suitable for use for up to 4 days after it is fully thawed, provided it is refrigerated. Please contact us immediately should you have concerns about your juice shipment so that we can ensure you are satisfied with your purchase.
Eligibility
All of our products are environment sensitive and must remain refrigerated or frozen (cider juice). If there’s an issue with your order, contact us promptly and we’ll work with you to find the best resolution.
Fastest help: include your order number and photos (if applicable).
- Scionwood: issues must be reported within 24 hours of delivery.
- Frozen juice: issues must be reported within 24 hours of delivery.
- General merchandise: may be returned in unused condition within 30 days of delivery. Please use the Contact Us form to initiate a return.
Damage, missing items, or wrong item received
If your package arrives damaged, incomplete, or incorrect, we’ll make it right. Please contact us within 24 hours.
What to send us
- Order number
- Photos of the box and product labels
- Photos showing the issue clearly
Possible resolutions
- Replacement (when seasonal inventory allows)
- Partial refund (case-by-case)
- Store credit (when appropriate)
Order changes & cancellations
If you need to update an order, contact us as soon as possible. Once an order is processed or shipped, changes may not be possible.
After processing
Seasonal items may already be packed or queued, so changes may be restricted.
After shipping
Once shipped, cancellations are typically not possible for quality-sensitive goods.
Non-returnable items
Due to the nature of agricultural and frozen products, the following are generally not returnable once shipped:
- Scionwood & Budwood (live plant material)
- Frozen cider juice (cold-chain sensitive)
- Any item not stored/handled properly after delivery
Note: This does not affect your rights if an order arrives damaged, incorrect, or incomplete.
Contact
For refund and order issues, contact us using the site contact form and include your order number.