Damages and Losses

We package plants very carefully; however, if your order does not arrive satisfactorily, and there appears to be any damage to the box, we will need photos to process a claim. Please send us at least three photos:

#1: A photo of the outside of the unopened box, showing damages and clearly showing the shipping label.

#2: A photo before removing the plants from the box, showing all plants and packing material.

#3: Photos of the wrapped product, showing specific damage.

Please note: Claims for damaged products must be submitted immediately. Please submit all claims to: Info@tripplebrookfarm.com

Cancellations, Refunds & Replacements

To cancel your order, please call and email us your request. All cancellations are subject to a 15% restocking fee. However, if you need to make simple changes, we can usually accommodate requests at no cost. There are many costs associated with refunding orders that have already been processed. We hope you understand. Orders that require special preparation (field-dug plants, often including bamboo) are subject to a 50% non-refundable deposit. As a courtesy, store credit or substitutions will not incur any charge.

You may also send a text message to 413-275-2510. We ask you email and call or text, as during the busy season we may not check e-mail frequently. 

Tripple Brook Farm is not responsible for damages or losses due to improper cultivation, watering, or planting. Our team is happy to assist customers with any questions or concerns regarding the maintenance and health of their plants.

If you feel that a loss or damage was due to one of our practices, please email us at:

Info@tripplebrookfarm.com

Include your order number and product in the email, as well as some photos and a brief description about your concerns. If you are not satisfied with your order, we will issue a refund, replacement, or store credit towards another purchase.

Guarantee

Satisfaction is guaranteed. Each of our plants has been thoroughly researched with a combination of academic study and practical experience. Please refer to our online plant listings for a comprehensive growing guide and pertinent information regarding each of our unique selections.

We are always happy to receive feedback from customers. We look forward to hearing from you!