Redland Ranch Roses Shipping Protection Policy

Additional Peace of Mind for Your Roses' Journey Home

At Redland Ranch Roses, we take great pride in carefully growing, preparing, and packaging every rose we ship. Our goal is for your plants to arrive safely and in excellent condition, ready to thrive in their new home.

However, shipping live plants comes with certain risks. Despite our careful packaging practices, boxes may experience rough handling, shifting, crushing, or other unexpected damage while in transit.

Because standard UPS shipping coverage does not always cover certain types of damage to live plants, we offer Optional Shipping Protection at checkout.

This additional protection provides coverage for qualifying physical damage sustained during shipping that may not otherwise be covered by UPS.

What Does Shipping Protection Cover?

Our optional Shipping Protection is designed to provide additional protection against significant physical damage occurring during transit.

Qualifying damage may include:

Excessive Cane Breakage: Significant breakage of multiple major canes resulting from shipping or handling.
Severely Damaged Shipping Boxes: Boxes that arrive crushed, torn, or otherwise substantially damaged, resulting in significant physical damage to the rose.
Major Physical Plant Damage: Severe damage to the plant's main structure caused by shipping-related incidents.
Other Qualifying Transit Damage: Additional substantial physical damage directly attributable to shipping or carrier handling, as determined by Redland Ranch Roses.

Important: Shipping Protection is intended for excessive or substantial damage, not minor cosmetic imperfections or normal shipping stress.

A broken cane or damaged leaf does not automatically qualify a plant for replacement or credit.

What Is Not Covered?

Roses are living plants, and some degree of stress or minor damage during shipping is normal and does not necessarily affect their long-term health or ability to thrive.

Optional Shipping Protection does not cover:

Minor cane or branch breakage
Broken buds, blooms, or spent flowers
Yellowing, spotted, or discolored leaves
Leaf drop or temporary wilting
Minor cosmetic damage to foliage or stems
Normal shipping or transplant stress
Natural changes in plant appearance during transit
Damage occurring after the package has been delivered
Improper handling, planting, watering, or care after delivery
Plant decline or death unrelated to qualifying physical shipping damage
Weather-related stress that does not result in covered physical damage
Damage resulting from delayed unpacking or failure to properly care for the plant upon arrival
Claims submitted without sufficient photographic documentation
Damage that does not materially compromise the plant's structural integrity or overall viability

Please remember: Roses are resilient plants. Minor cane breakage, leaf loss, and temporary shipping stress are common and generally do not prevent an otherwise healthy rose from recovering and flourishing.

Shipping Protection Must Be Purchased at Checkout

Shipping Protection is an optional add-on available during checkout.

To qualify for coverage:

Shipping Protection must be selected and paid for when placing your order.
Protection cannot be added retroactively after checkout or shipment.
Only plants included in the protected shipment are eligible for coverage.
Orders placed without optional Shipping Protection are not eligible for compensation under this policy for damage otherwise excluded from standard carrier coverage.

Purchasing Shipping Protection does not guarantee that every instance of shipping damage will qualify for a replacement or store credit.

All claims remain subject to review and approval.

How to Submit a Shipping Protection Claim

All Shipping Protection claims must be submitted within 48 hours of confirmed delivery.

Claims submitted after this period may be denied.

To submit a claim, contact us through:

Website: Our Contact Us page
Email: support@redlandranchroses.com

Please include the following information:

Order Number: Your original order number.
Description of Damage: A brief explanation of the damage discovered upon arrival.
Photos of the Shipping Box: Clear photographs of the exterior packaging, including any crushed, torn, punctured, or otherwise damaged areas.
Unboxing Photos: Photographs taken immediately upon opening the shipment, before removing or altering the plant whenever possible.
Photos of the Plant: Clear images showing the entire rose and close-up photographs of the specific damage.
Additional Documentation: Any relevant photographs or videos demonstrating the extent of the damage.

Photographic evidence is required for all claims.

We strongly recommend taking photos or a short video while unboxing your roses, particularly if the exterior packaging shows signs of damage.

Please retain the original packaging until your claim has been reviewed, as additional photographs or information may be requested.

Claims without adequate documentation may be denied.

How Claims Are Evaluated

Every Shipping Protection claim is reviewed individually by Redland Ranch Roses.

Our evaluation considers:

The severity and extent of the physical damage
Whether the damage occurred during transit
The condition of the shipping box and packaging
The number and significance of damaged canes
Whether the plant remains structurally sound and viable
Whether the damage is considered normal shipping wear or excessive damage
The photographic or video evidence provided

A damaged shipping box alone does not automatically qualify an order for compensation. The plant itself must have sustained qualifying physical damage.

Likewise, the presence of broken canes does not automatically mean the rose is no longer healthy or capable of thriving.

Redland Ranch Roses reserves the right to determine whether the damage qualifies for coverage based on the evidence submitted and the terms of this policy.

Approved Claims: Replacements & Store Credits

If your Shipping Protection claim is approved, Redland Ranch Roses may provide one of the following remedies, depending on the extent of the damage and availability of the affected variety:

1. Replacement Plant

For qualifying severe damage, we may provide a one-time replacement of the same rose variety, subject to inventory and seasonal availability.

2. Store Credit

If a replacement is unavailable or we determine that a store credit is the more appropriate resolution, we may issue a store credit up to the original purchase price of the affected plant, excluding shipping charges and applicable taxes.

3. Partial Store Credit

For qualifying damage that is significant but does not prevent the rose from recovering and growing successfully, we may offer a partial store credit based on the extent of the damage.

All remedies are determined at the discretion of Redland Ranch Roses, subject to applicable law.

For approved claims under optional Shipping Protection, standard replacement shipping charges will be covered by Redland Ranch Roses. Any applicable taxes or additional shipping services requested by the customer may remain the customer's responsibility.

This differs from replacements issued under our one-year Redland Rose Promise™, for which the customer is responsible for replacement shipping charges and applicable taxes.

Only one approved Shipping Protection resolution will be issued per affected plant.

Shipping Delays & Estimated Delivery Dates

All shipping dates, shipping weeks, and estimated delivery dates provided by Redland Ranch Roses are estimates and are not guaranteed.

Once an order has been transferred to UPS, actual delivery timing may be affected by carrier operations, weather, transportation disruptions, holidays, and other circumstances beyond our control.

Optional Shipping Protection does not guarantee delivery by a specific date and does not provide automatic compensation for delays.

A delayed shipment alone is not grounds for a claim. However, if a delay results in qualifying physical damage covered by this policy, the resulting damage may be reviewed under the Shipping Protection terms.

Relationship to The Redland Rose Promise™

Our optional Shipping Protection and The Redland Rose Promise™ are two separate forms of protection.

Optional Shipping Protection covers qualifying excessive physical damage sustained during transit, provided the protection was purchased at checkout and the claim is submitted within the required timeframe.

The Redland Rose Promise™ is our one-year limited plant warranty covering qualifying natural plant failures, subject to proper planting, care, documentation, and warranty requirements.

Shipping damage, including broken canes and damaged packaging, is not covered under The Redland Rose Promise™.

Likewise, Shipping Protection does not provide ongoing coverage for plant health, establishment, or survival after delivery.

For information regarding our one-year plant warranty, please review The Redland Rose Promise™ on our website.

Additional Terms & Conditions

Shipping Protection is optional and must be purchased at checkout.
Coverage applies only to the original protected shipment.
Claims must be submitted within 48 hours of confirmed delivery.
Clear photographic documentation is required.
The original packaging must be retained until the claim review is complete if requested.
Claims involving minor cosmetic damage or normal shipping stress are not eligible.
Shipping Protection does not cover improper care or damage occurring after delivery.
Approved compensation will not exceed the original purchase price of the affected plant, excluding shipping and taxes, unless Redland Ranch Roses elects to provide a replacement.
Approved store credits are non-transferable, have no cash value, and do not expire.
Cash refunds are not provided under this optional protection policy except where required by applicable law.
Redland Ranch Roses reserves the right to request additional documentation, investigate claims, and deny claims that do not meet the policy requirements.
Nothing in this policy limits rights or remedies that cannot legally be excluded.

Our Commitment to You

At Redland Ranch Roses, we understand the excitement of receiving a new rose and the disappointment of opening a package that has experienced rough handling during transit.

We carefully prepare each shipment to help ensure your roses arrive safely, but once a package leaves our care, certain shipping risks are beyond our control.

Our optional Shipping Protection gives customers the opportunity to add another layer of protection against qualifying excessive transit damage.

We encourage every customer to inspect and photograph their roses immediately upon delivery, retain their packaging, and contact us promptly if significant damage has occurred.

Thank you for trusting Redland Ranch Roses to bring exceptional roses to your garden.

Timeless roses. Heirloom quality. Ranch grown.

Redland Ranch Roses
Rooted on the ranch.