Policies and Procedures
In order to accomplish our goal of providing exceptional plants and personal service, we have thoughtfully instituted several policies and procedures. Please take a few moments to review this document, so that we can work together to get you the material you need in the most efficient manner possible.
Warranty: Nursery stock carries no warranty. Great effort is made to ensure all plants are labeled true to type, in correct quantity, and in good health at the time of purchase. All claims to the contrary must be made in writing in a timely fashion. Under no circumstances will Surfing Hydrangea be responsible for more than the purchase price of materials.
Returns & Exchanges: Due to the nature of live plant material, we do not permit returns or exchanges of any kind.
Tagging Policy: We are willing to tag and hold most items for up to ONE week. At the discretion of SHN staff, some items will be ineligible for tagging. Tagged items left unclaimed beyond one week will be returned to our saleable inventory. At the discretion of SHN staff, a restocking fee of up to 10% of the value of the order may be charged if tagged orders are not claimed.
Loading & Transport: Customers must defer to the discretion of SHN staff when it comes to loading orders. We make every effort to accommodate customer requests, but we reserve the right to assemble and load our product in a manner that is logical and safe. We highly recommend that customers cover all orders in open trucks with a mesh tarp prior to leaving the nursery.
Delivery: We offer delivery to most island addresses for a reasonable, per trip, fee. Deliveries are tailgate only – delivery drivers are not responsible for unloading and customers are expected to provide the labor and equipment to safely unload the delivery vehicle. We do our best to accommodate customer requests, however, delivery timing is up to the discretion of SHN staff. We typically require one week’s notice to arrange deliveries, please inquire at the sales office for more information.
Payment: We default to invoicing orders at time of pick up. Should circumstances arise that require payment in advance of pickup, please present the original receipt to sales staff when your order is picked up. Plants purchased through a trade account must be paid for by the account holder. We are unable to accept payment for plants sold through a trade account from a homeowner.
Respectful Behavior: Customers agree to interact with SHN staff professionally and respectfully and to refrain from all types of harassment and misconduct while on nursery premises.
Customer Service: The day-to-day operations of the nursery are unpredictable. To allocate time well and to serve you best, we highly recommend pre-arranged appointments for the following:
- Tagging large orders
- Pick-up of orders
- Large order management i.e., quotes/orders/changes
- Guided shopping
Many of these tasks can be completed most effectively by email. Please feel free to email us at sales@surfinghydrangea.com and a salesperson will get back to you as quickly as possible.
Account Research: Staff are unable to perform in-depth account research through the sales office. Should you require account information about past sales, please contact us by email at sales@surfinghydrangea.com and we will do our best to provide you the information you seek in a timely manner.
Special Order Policy: We prefer to receive special orders by email, but can take orders in person or by phone, through the sales office. When contacting us, please provide the following information: quantity, variety (botanical name and cultivar), and desired specification (i.e. caliper, height, pot size). Customers are also encouraged to provide the project address and client name.
Please share the preferred timeline for your project. Although we are not always able to meet requests exactly, we work to provide material as close to planting time as possible. Large orders often require sourcing material in stages, with multiple pick-ups necessary. When your plants arrive, we will contact you. Please pick up your plants within a week of arrival.
We require a card on file to place special orders and reserve the right to charge the card if the order has not been collected within a week of arrival. All special-order items must be received in full by the customer. We may, at times, require a non-refundable deposit of up to 50% to initiate certain special orders.
Unfortunately, we are not able to accommodate every request for small quantities of plants on a special-order basis. Please keep in mind the following thresholds when ordering:
- Perennials and grasses: 12 or more pieces.
- Groundcovers, and other plants that generally come in trays: 2 or more trays.
- Annuals: 4 or more trays.
- B&B and container shrubs: 10 or more pieces.
- B&B trees: any quantity.
- Plug trays: any quantity.