Cancellation Policy

Cancellation, Credit & Live Tree Policy

At PropagationNation, we’re committed to getting healthy trees into the ground and helping communities grow greener, more resilient landscapes.

Because our trees and seedlings are living, perishable products, they require a different cancellation policy than standard retail merchandise. We take great care in growing, handling, and preparing every order, and we ask our customers to inspect their trees promptly upon pickup or delivery.

Conditions of Sale

We take great care to provide healthy, high-quality nursery stock. However, because live plant material is affected by handling, planting conditions, weather, wildlife, and aftercare beyond our control, PropagationNation does not guarantee the productivity, survival, or lifespan of any plant material.

Responsibility for all plants transfers to the buyer upon pickup or delivery.

Buyers must report any stock received in unsatisfactory condition to PropagationNation within five (5) business days of pickup or delivery.

We will review all claims and, when justified, may, at our discretion:

  • replace the affected stock
  • issue store credit, or
  • provide a partial or full refund when appropriate.

At no time will PropagationNation be responsible for more than the purchase price of the affected item(s). PropagationNation does not guarantee the survivability of plants after they leave our care, whether the buyer picks them up directly or the plants are shipped to the buyer’s destination.

Live Trees & Seedlings

All live plant sales are final

All sales and distributions of live plant material—including seedlings, bare-root trees, plugs, liners, and potted plants—are final.

Because these are living products, we cannot accept returns due to:

  • change of mind
  • changes in planting plans
  • ordering too many
  • inability to plant on time
  • normal variation in size, branching, form, or dormancy

Dormant trees may arrive without leaves or appear smaller or more “sleepy” than expected. This is often normal and does not mean the plant is unhealthy.

 

 

If There’s a Problem With Your Order

If your order arrives damaged, incorrect, incomplete, or in poor condition, please contact us within five (5) business days of pickup or delivery.

To request assistance, please email customerservice@propagationnation.us with:

  • your order number
  • a short description of the issue
  • the date you received or picked up your order
  • photos of the trees
  • photos of the packaging and shipping label (if shipped)

We review every claim carefully and will do our best to make it right.

 

 

Replacement, Store Credit & Refunds

If we determine there was an issue with your order, PropagationNation may offer one of the following, depending on the circumstances and product availability:

  • Replacement stock
  • Store credit
  • Partial or full refund

In general:

  • Store credit is the most common remedy for inventory changes, seasonal limitations, substitutions, or late cancellations.
  • Refunds are generally reserved for situations where PropagationNation is unable to provide the item ordered, the wrong item was provided, or a valid claim is made and replacement is not available.
  • If only part of an order is affected, we may issue a partial credit or partial refund for the affected portion only.
  • No Guarantee After Pickup or Delivery

Once trees leave our care, their success depends on many factors outside our control, including:

  • planting timing
  • site conditions
  • watering and aftercare
  • weather and temperature extremes
  • wildlife browsing
  • transplant shock
  • soil conditions

For that reason, PropagationNation does not guarantee survival, growth, productivity, or long-term performance after pickup or delivery.

We encourage customers to plant promptly and follow our care guidance for the best results.

Shipping & Pickup Responsibility

Shipped Orders

Please inspect shipped orders as soon as they arrive.

If there is visible shipping damage, please send photos of:

  • the plants
  • the packaging
  • the shipping label (if possible)

Shipping charges are generally non-refundable, unless the issue was caused by our packing or fulfillment error.

Pickup Orders

If you miss your pickup date, you have the opportunity to pick up at the next event. If you miss a second pickup, your order will be forfeited and no refund should be expected.

Once your order is picked up, responsibility for the trees transfers to you.

Please transport your trees carefully:

  • protect roots from drying out, store in a cool place between 34-40 degrees F
  • keep them out of direct sun and wind
  • avoid leaving them in a hot vehicle
  • plant as soon as possible

Order Changes, Cancellations & Missed Pickup

Because our inventory is seasonal, limited, and perishable, order changes or cancellations must be requested at least two weeks (14 days) before the scheduled pickup or ship date for credit. 

Cancellations

  • Orders canceled 30 or more days before the scheduled pickup or ship date may be eligible for a full return in the form of store credit.
  • Orders canceled 14 or less days before the scheduled pickup or ship date may be eligible for a partial return in the form of 50% store credit.
  • Orders that have already been packed, staged, or shipped are not eligible for cancellation.
  • Orders that were not picked up past the last pickup date and have no prior pickup arrangements are not eligible for cancellation. 
  • Missed Pickup / Unclaimed Orders

All orders must be picked up during the scheduled pickup window unless alternate arrangements have been approved in advance by PropagationNation.

Because trees and seedlings are living, perishable products, orders not picked up by the final scheduled pickup date may be considered unclaimed or abandoned.

If an order is not picked up and we do not hear from you, PropagationNation may, at our discretion:

  • reassign or redistribute the trees
  • donate the trees
  • resell the trees while they are still viable

Missed pickup orders are not eligible for refund. In some cases, we may offer store credit, at our discretion, less any packing, handling, or administrative costs.

This policy helps us protect live plant material and ensure trees can still be planted while viable.

Free Trees, Giveaways & Subsidized Programs

Some of our trees are offered through free, discounted, grant-funded, donor-supported, or promotional programs.

For these special programs:

  • quantities may be limited
  • availability is not guaranteed until inventory is confirmed
  • substitutions may be made when appropriate
  • remedies may be limited to replacement stock or store credit
  • cash refunds are not be available when no purchase price was paid

If a free or subsidized item becomes unavailable due to:

  • inventory reconciliation
  • crop loss
  • seasonal availability
  • shipping or handling constraints
  • program limits
  • or fulfillment changes

PropagationNation may, at our discretion:

  • reduce quantities
  • offer a substitute
  • reschedule fulfillment
  • or cancel that portion of the order

For free, discounted, grant-funded, or donor-supported trees, missed pickup may result in forfeiture of the order with no refund or credit.

We will always do our best to communicate clearly and as early as possible.

Limitation of Liability

PropagationNation’s liability is limited to the value of the affected portion of the order only.

We are not responsible for:

  • planting labor
  • landscaping or contractor costs
  • site preparation expenses
  • replacement purchases made elsewhere
  • lost profits
  • incidental damages
  • consequential damages

At no time will PropagationNation be responsible for more than the purchase price actually paid for the affected item(s).

For free or fully subsidized trees, our liability is limited to the amount paid by the customer, if any.

Our Commitment

As a nonprofit, our goal is to be both fair to our customers and responsible stewards of limited resources. Every tree we grow and distribute is part of a larger mission, and we appreciate your understanding when working with live, seasonal inventory.

If something isn’t right, please reach out. We want to help.

Questions or Claims

Include your order number and name, and submit your claim to our email: customersupport@propagationnation.us