REDLAND RANCH ROSES

Shipping, Returns, Cancellations & Plant Health Policy

Timeless roses. Heirloom quality. Ranch grown.

At Redland Ranch Roses, we take great pride in growing, selecting, and shipping beautiful, healthy roses. Every rose is a living plant, carefully selected and prepared for its journey from our ranch to your garden.

Because we work with live plants, we ask that all customers carefully review the following policies before placing an order. These policies are designed to establish clear expectations while allowing us to maintain the quality and care our customers deserve.

By placing an order with Redland Ranch Roses, you acknowledge and agree to the following terms, subject to applicable law.

1. Refunds, Cancellations & Store Credit

Orders may be canceled within 24 hours of purchase for a refund to the original payment method, provided the order has not already shipped.

AFTER 24 HOURS, CANCELLATIONS ARE ELIGIBLE FOR STORE CREDIT ONLY. NO REFUNDS WILL BE ISSUED FOR CANCELLATIONS REQUESTED AFTER THE INITIAL 24-HOUR PERIOD, EXCEPT AS REQUIRED BY LAW.

This policy helps offset nonrefundable credit card processing fees, inventory allocation, and administrative costs associated with preparing orders.

Cancellation requests must be received within 24 hours of the original purchase time to qualify for a refund.
After 24 hours, approved cancellations will be issued as store credit only.
Orders that have already shipped cannot be canceled.
Store credit may be applied toward future purchases at Redland Ranch Roses.
Store credit cannot be redeemed for cash, except where required by law.
Shipping charges and optional shipping protection fees are nonrefundable once the applicable service has been provided.

This cancellation policy is separate from The Redland Rose Promise™, our one-year plant guarantee. Claims involving plant health or survival are governed by the terms of that guarantee.

Any refunds or remedies required by applicable law will be honored.

2. Live Plant Shipping Stress — Normal & Expected

Roses are living plants, not manufactured products.

Although we take great care in packaging and shipping, transportation can temporarily affect the appearance of a rose bush.

The following conditions are common and may occur during or shortly after shipping:

Yellowing leaves
Spotted or discolored foliage
Leaf drop or partial defoliation
Wilted or drooping foliage
Minor leaf damage or blemishes
Temporary transplant or shipping shock
Loss of buds or blooms
Minor broken leaves, twigs, or small stems

THESE CONDITIONS ALONE DO NOT QUALIFY FOR A REFUND, STORE CREDIT, OR REPLACEMENT.

Shipping stress is especially common during periods of high temperatures, humidity, extended transit, or seasonal weather changes.

Roses may naturally shed leaves as they adjust to shipping and a new growing environment. In many cases, healthy plants recover and produce fresh growth with proper care.

A rose arriving without perfect foliage does not necessarily indicate an unhealthy or defective plant.

We cannot guarantee that plants will arrive with all leaves, buds, or blooms intact.

Important: Normal shipping stress and cosmetic foliage conditions are not automatically considered defects under The Redland Rose Promise™. Customers seeking coverage for a plant that subsequently fails to survive should review the separate one-year guarantee for eligibility requirements, exclusions, and claim procedures.

3. Shipping Dates & Delivery Estimates

ALL SHIPPING DATES, SHIPPING WEEKS, AND ESTIMATED DELIVERY TIMEFRAMES ARE ESTIMATES ONLY AND ARE NOT GUARANTEED DELIVERY DATES.

While we make every effort to ship orders within the selected or advertised timeframe, actual shipping dates may vary due to:

Weather conditions and extreme temperatures
Plant growth, maturity, and readiness
Seasonal pruning and nursery operations
Order volume and fulfillment schedules
Carrier delays or service interruptions
Holidays and unforeseen circumstances

Redland Ranch Roses reserves the right to adjust shipping schedules when necessary to protect plant health and ensure the best possible shipping conditions.

Selecting a preferred shipping week does not guarantee shipment or delivery during that exact week.

Shipping delays or changes to estimated shipping dates do not automatically qualify an order for compensation. Any legally required delay notices, cancellation options, or refunds will be provided.

If we determine that a plant is not ready to ship, we may postpone shipment rather than send a plant that does not meet our standards.

4. Optional Shipping Protection

Redland Ranch Roses offers additional, optional shipping protection at checkout to provide extra coverage for certain types of physical damage during transit.

OUR OPTIONAL SHIPPING PROTECTION IS SPECIFICALLY INTENDED TO COVER SIGNIFICANT BROKEN CANES AND SEVERELY DAMAGED SHIPPING BOXES THAT RESULT IN PHYSICAL DAMAGE TO THE ROSE BUSH WHEN UPS DENIES A QUALIFYING DAMAGE CLAIM.

Shipping protection may apply to:

Broken canes: Significant physical breakage of the rose bush's main structural canes caused during shipping.
Severely damaged boxes: Shipping boxes that arrive crushed, torn, or otherwise severely damaged, resulting in significant physical damage to the rose bush.

This protection provides an additional level of coverage when UPS does not approve a qualifying damage claim.

Shipping protection DOES NOT cover:

Yellowing leaves
Spotted or discolored foliage
Leaf drop or partial defoliation
Wilted or drooping leaves
Minor cosmetic damage
Small broken twigs or lateral stems
Lost buds or blooms
Normal shipping or transplant stress
Weather-related foliage stress
Improper care or handling after delivery
Cosmetic damage to the shipping box when the plant itself is not significantly damaged

These conditions are recognized risks associated with shipping live plants and do not qualify for compensation solely on that basis.

Shipping protection must be purchased at checkout. It cannot be added after an order has been placed or shipped.

Approved shipping protection claims may be resolved through a replacement plant or store credit, at the discretion of Redland Ranch Roses, subject to applicable law.

Purchasing optional shipping protection does not guarantee approval of every claim.

Shipping protection is separate from The Redland Rose Promise™. Shipping protection addresses qualifying physical damage during transit, while The Redland Rose Promise™ provides separate one-year plant coverage according to its published terms.

5. Damaged Shipments & Claims

If your order arrives with significant physical damage beyond normal shipping stress, please contact us within 48 hours of confirmed delivery.

All claims must include:

Your full name and order number
Clear photographs of the entire plant
Close-up photographs of the reported damage
Photographs of the shipping box and packaging
A brief description of the issue

Please retain the original packaging until your claim has been reviewed.

Claims submitted without sufficient photographic documentation may be denied if the reported damage cannot be reasonably verified.

Redland Ranch Roses reserves the right to review each claim individually and determine whether the reported condition is consistent with normal shipping stress, carrier damage, or another cause.

Submission of a claim does not guarantee approval.

Shipping damage claims and one-year plant guarantee claims are separate processes. Customers seeking coverage for a plant that fails after delivery should refer to The Redland Rose Promise™ for the applicable warranty requirements and procedures.

The 48-hour reporting window applies to our voluntary shipping-damage claim process and does not limit any rights that cannot legally be restricted.

6. Replacement Plants & Shipping Costs

If Redland Ranch Roses approves a replacement plant under an eligible claim, warranty, or The Redland Rose Promise™, all shipping costs associated with sending the replacement plant are the responsibility of the buyer, except where otherwise required by law or expressly provided in the applicable coverage terms.

Replacement plants will be provided at no additional charge when approved under an applicable guarantee or claim.
The customer is responsible for paying all applicable shipping and handling charges associated with the replacement.
Replacement plants will not be shipped until the applicable shipping charges have been paid.
Replacement varieties are subject to availability. If the original variety is unavailable, alternative options may be offered.
Replacement shipments are subject to the same estimated shipping timeframes and weather-related considerations as original orders.

APPROVAL OF A REPLACEMENT PLANT DOES NOT INCLUDE COMPLIMENTARY SHIPPING UNLESS EXPRESSLY STATED BY REDLAND RANCH ROSES OR REQUIRED BY LAW.

For complete details regarding one-year plant replacement eligibility, please review The Redland Rose Promise™.

7. Customer Responsibility Upon Delivery

Once a rose has been delivered, proper care becomes the responsibility of the recipient.

Customers are responsible for:

Monitoring tracking information
Retrieving packages promptly after delivery
Unpacking plants as soon as possible
Providing appropriate water, light, and acclimation
Following the enclosed care instructions
Protecting newly delivered plants from extreme heat, cold, or other environmental stress

Leaving a live plant in a shipping box, direct sunlight, excessive heat, or freezing conditions can cause significant damage.

Redland Ranch Roses is not responsible for damage caused by delayed retrieval, improper handling, neglect, or unsuitable growing conditions after delivery.

Failure to provide appropriate care may also affect eligibility under The Redland Rose Promise™, as described in the separate guarantee terms.

8. Plant Appearance, Size & Seasonal Variations

Every rose is unique, and no two plants will look exactly alike.

Photographs on our website are intended to represent the variety and its potential mature blooms, not the exact appearance of the plant you will receive.

Depending on the season and growing cycle, your rose may arrive:

Actively growing with foliage
Recently pruned or cut back
Without buds or flowers
Dormant or partially dormant
With varying amounts of foliage

Plants may be pruned before shipping to reduce stress, prevent breakage, or allow for safe packaging.

PRUNING, SEASONAL APPEARANCE, AND THE ABSENCE OF BLOOMS ARE NOT CONSIDERED DEFECTS.

Normal seasonal appearance and cosmetic differences do not automatically qualify a plant for replacement under The Redland Rose Promise™.

9. Order Changes & Modifications

Requests to change rose varieties, quantities, shipping dates, or delivery addresses must be submitted before fulfillment and are subject to availability and approval.

Redland Ranch Roses cannot guarantee that order modifications can be accommodated.

Changes requested after an order has been prepared or shipped may not be possible.

All cancellation requests remain subject to the 24-hour cancellation policy outlined in Section 1.

10. Discount Codes, Promotions & Special Requests

ALL DISCOUNT CODES, PROMOTIONAL OFFERS, AND SPECIAL REQUESTS MUST BE ENTERED OR SUBMITTED AT THE TIME OF CHECKOUT.

Customers are responsible for ensuring that applicable discount codes have been entered correctly and that the discount is reflected in their order total before completing their purchase.

Discount codes must be applied during checkout.
Discounts cannot be applied retroactively after an order has been placed.
Redland Ranch Roses will not manually add missed discount codes or promotional offers to completed orders.
Price adjustments, refunds, or store credits will not be issued for promotional codes that were not entered at checkout.
Promotional offers cannot be combined unless expressly stated.
Discounts are subject to their advertised terms, exclusions, and expiration dates.

Special requests must also be submitted at checkout in the designated order notes or special instructions section.

This includes, but is not limited to:

Preferred rose varieties or colors for mystery boxes
Special packaging instructions
Gift messages or personalized notes
Requested shipping preferences
Other order-specific requests

Special requests submitted after an order has been placed may not be accommodated.

SUBMITTING A SPECIAL REQUEST DOES NOT GUARANTEE THAT IT CAN OR WILL BE FULFILLED.

All special requests are subject to availability, feasibility, and approval by Redland Ranch Roses.

Requests for specific varieties or colors in mystery boxes are preferences only and are never guaranteed unless expressly stated in the product listing.

Customers are encouraged to review their entire order, including discounts and special instructions, before submitting payment.

Nothing in this section limits corrections or remedies required by applicable law.

11. Incorrect Addresses, Failed Delivery & Returned Shipments

Customers are responsible for entering a complete and accurate shipping address at checkout.

Redland Ranch Roses is not responsible for losses or additional expenses resulting from:

Incorrect or incomplete addresses
Delivery to an address supplied incorrectly by the customer
Refused deliveries
Unclaimed packages
Failed delivery attempts
Customer-requested carrier holds or rerouting

Because live plants may deteriorate during additional transit, returned shipments may not be suitable for resale or reshipment.

Additional shipping fees may apply when reshipment is possible.

Damage or loss resulting from customer-provided address errors, refused deliveries, or failure to retrieve shipments is not covered by our voluntary shipping protection or replacement policies.

Any eligibility under The Redland Rose Promise™ is determined by its separate terms.

12. Weather-Related Risks

Shipping live roses involves unavoidable risks, particularly during periods of extreme heat, high humidity, freezing temperatures, and severe weather.

We may delay shipment when conditions present an unreasonable risk to plant health.

Customers should also consider their local weather conditions when selecting a preferred shipping week.

Normal foliage stress associated with temperature fluctuations during transit is not grounds for compensation.

13. Growing Conditions & Plant Performance

Once delivered, a rose's continued health and performance depend on factors outside our control, including climate, watering, soil, drainage, sunlight, fertilization, pests, disease, and general care.

Redland Ranch Roses cannot guarantee continuous flowering, a specific growth rate, bloom size, flower color intensity, or plant performance under every growing condition.

Natural differences in bloom color, fragrance intensity, growth habit, and seasonal performance are not considered defects.

For issues involving plant survival within the first year, please refer to The Redland Rose Promise™, our separate one-year plant guarantee.

The Redland Rose Promise™ establishes the applicable eligibility requirements, exclusions, documentation, and claim procedures for qualifying plant replacements.

14. The Redland Rose Promise™ — One-Year Plant Guarantee

At Redland Ranch Roses, we stand behind the quality of the roses we grow and sell.

Our commitment to our customers extends beyond the day your rose arrives. That is why we offer The Redland Rose Promise™, our separate one-year plant guarantee.

The Redland Rose Promise™ is intended to provide additional peace of mind when purchasing roses from our nursery.

All one-year warranty claims must be submitted and evaluated in accordance with the separate terms and conditions of The Redland Rose Promise™.

Please refer to the full guarantee for information regarding:

Eligible plants and qualifying claims
Coverage periods
Plant care requirements
Required documentation and photographs
Exclusions and limitations
Replacement eligibility
Customer responsibilities
Applicable replacement shipping charges

The Redland Rose Promise™ does not automatically cover every cosmetic issue, seasonal change, or instance of shipping stress.

Approval of a replacement under The Redland Rose Promise™ does not automatically include free shipping. Customers are responsible for applicable replacement shipping charges, except where otherwise required by law or provided in the guarantee.

Customers are encouraged to review the full terms of The Redland Rose Promise™ before purchasing.

15. Availability & Nursery Quality Standards

We reserve the right to delay fulfillment if a rose does not meet our shipping standards.

If a variety becomes unavailable or a plant does not meet our quality expectations, we will contact the customer regarding available options, which may include waiting for replacement inventory, choosing another variety, or receiving store credit or a refund where required by law.

We will not knowingly ship a plant that we determine is unsuitable for sale simply to meet an estimated shipping date.

16. Policy Acceptance

By placing an order with Redland Ranch Roses, customers acknowledge the natural risks associated with purchasing and shipping live plants and agree to the policies outlined above, subject to applicable consumer-protection laws.

Customers also acknowledge that The Redland Rose Promise™ is a separate one-year plant guarantee governed by its own published terms and conditions.

We encourage customers to review both policies and contact us with any questions before placing an order.

Redland Ranch Roses reserves the right to update these policies. The terms presented at the time of purchase will govern that order, except where otherwise required by law.

REDLAND RANCH ROSES

Timeless roses. Heirloom quality. Ranch grown.

Customer Service: info@redlandranchroses.com

We appreciate your understanding, your support of our nursery, and the opportunity to share our roses with your garden.