14 Day Quality Guarantee Details
The overwhelming majority of our orders are delivered without any issues. However, due to the complexities of packing and shipping live plants, sometimes things don’t quite go as expected. For these rare instances, we offer this 14 Day Quality Guarantee to all our customers:
- No roots (applicable to plugs and potted plants only)
- Root rot
- Broken stems
- Pest infestation (mealy bug, aphids, scale, etc)
- PLEASE NOTE: Most pests on leaves can be easily removed with mild soapy water or by spraying with 70% isopropyl alcohol
- Numerous broken or missing leaves
- Incorrect or missing plant or product
- Visible damage to pots, planters, or other accessories
- Dried or wilted bottom leaves (naturally occurring in all plants; can be easily pulled off without damaging the plant)
- Potting soil on leaves (easily washed off with first watering)
- A couple of broken, missing, or wilted leaves, as long as 10 or more healthy leaves remain intact
- Minor color / shape differences from photograph in product listings (many succulents change color / shape continuously)
- Assorted products that differ from product photograph (EG: collections and trays where selection is our choice)
- Packages must be retrieved and opened within 24 hours of delivery to qualify for returns, refunds, or store credit.
- Photos of all damaged plants are required for any replacements or refunds.
- Only the replacement plant(s) will be included in a replacement shipment. We will not add any additional plants to a replacement shipment. No substitutions will be sent; any replacements will match the original plant variety.
Returns and Refunds
WHAT TO DO IF THERE’S AN ISSUE WITH YOUR ORDER:
If you have any of the issues covered by our guarantee, please follow these steps:
- Email us: sales @ mountaincrestgardens.com
- Attach a photograph of the issue for our records.
We will respond within 2 business days.
Full refunds will be issued for any reason if your order is returned undamaged within 14 days of delivery.
Customer is responsible for return shipping fees and any damage that occurs during transit.
If you feel your succulent is too small, please double check with the product listing prior to contacting us. Many succulents are naturally small plants that may not completely fill a 2.0” pot.
How We Pack and Ship
General Packing Procedure
We pack all shipments by hand. The plants are protected with recyclable crinkle paper, 100% biodegradable packing peanuts, and if necessary, recyclable paper bags or wrapping to protect fragile foliage.
Plug Trays and Trays with Pots
Our succulent plug tray products (soft & hardy) are grown and shipped in plastic plug trays. Trays with pots are grown and shipped in 2.0” plastic pots contained in plastic holding flats. Plug trays with rows are labeled while assorted plug trays are not. All trays with pots are labeled.
The plants are shipped on the dry side to prevent rotting from occurring during shipment. All plugs and pots will arrive with the feeder roots intact, which reduces the transplant shock. When shipped bare root, feeder roots must re-establish. Plants may be slightly wilted upon arrival, but will recover rapidly upon receiving water.
Individual Plants and Collections
Individual succulents and collections (soft & hardy) are shipped fully rooted in 2.0" square plastic pots with one small plastic identification tag per pot. The plants are shipped on the dry side to prevent rotting from occurring during shipment. All of our plants are easy to transplant out of their original containers. Plants may be very slightly wilted upon arrival, but will recover rapidly upon receiving water.
Unrooted Offsets, Cuttings, or Bare Root Plants
These low cost plants are shipped together in a paper bag and are not guaranteed to root after planting.
Orders are usually shipped on Mondays, Tuesdays, and sometimes Wednesdays to minimize weekend delays and to allow plants to dry out sufficiently after watering (to avoid root rot). During high volume weeks or weeks with holidays, some orders may be shipped on Thursdays.
Same week shipping cut-off for new orders is Tuesday at 11:30AM Pacific Time. All orders received after that time will ship the following Monday or Tuesday.
Orders are usually delivered on Thursdays & Fridays depending on your location and when you placed your order. Exceptions are holiday weeks when shippers are closed. Some orders are delivered on Wednesday if you’re located in or near California.
We ship year-round to all U.S. states and territories. Our shipping address is 402 Bridge Street, Fort Jones, CA 96032. We ship Fed-Ex and USPS Priority Mail.
You can always request a special ship date while placing your order. For example, if you want to order early for a special event such as a wedding, just note your requested ship date in the order comments during checkout. This is a service our company happily provides, and we always recommend ordering sooner rather than later to ensure availability for your event.
Fast Standard Shipping is 2 to 3 days, and Free Shipping is 2 to 4 days depending on your distance from California. These estimates do not include the day your order is shipped. For example, if you live in New York City and your order is shipped on a Monday with 3 day shipping, expect the order on Thursday of that same week.
EXPEDITED SHIPPING: If you wish to have your shipping expedited, please select Fast Standard Shipping and put notes in the comments during checkout or contact us. Thank you!
HOLIDAYS: On a week including a holiday - Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas, New Year's, etc. - shipping may be delayed until the following week.
EXTREME WEATHER NOTICE: We reserve the right to hold shipments during storms or periods of extreme heat or cold.
Hawaii, Alaska, and Other US Territories
Hawaii, Alaska, Puerto Rico, Guam, and other U.S. territories do not qualify for our free shipping offer. Shipping to these areas is not possible with ground shipping, so all shipments must go USPS Priority 3 Day. The shipping fee is based on order size and is calculated at checkout. We do offer a discounted flat rate of $18 to Hawaii, Alaska, and Puerto Rico for most shipments over $75. Guam and outlying islands have higher shipping rates.
Due to numerous factors out of our control that frequently delay transit to Guam, we are unable to offer replacements for damaged plants. Thank you for your understanding.
AIR PLANT NOTICE: Tillandsia Air Plants cannot be shipped to Hawaii due to state regulations.
No International Shipping
Due to strict import and export regulations on rooted plants, we are not able to offer international shipping.
We do our best to ship to all parts of the country during the winter, and we take measures to protect the plants from freezing during shipping. However, temperatures can be highly unpredictable during the cold months. Therefore, if you live in a cold winter area, we highly recommend adding one of our low cost shipping warmer heat packs to your order. Alternatively, when placing an order, you can request a later ship date to avoid the cold. Please note that Mountain Crest Gardens is not responsible for cold damage to packages without a heat pack. Thank you for your understanding.
WINTER & FALL APPEARANCE NOTICE: Most succulents shipped in winter and spring are smaller and greener than in spring and summer. Many are dormant or semi-dormant. With proper care they will all flourish in the warmer seasons.
Our plants are not in danger of dying during the hottest parts of summer, but they do sometimes look stretched or faded when they arrive after spending multiple days in a dark shipping box. They will always recover rapidly once removed from the box and given proper care. However, if you need them to look perfect upon arrival, we recommend using Fast Standard Shipping from mid-June through mid-September if you live on the east coast. Alternatively, when placing an order, you could request a later ship date if you are worried about extreme heat. Thank you!
Lower 48 States
Current Shipping Rates for Fast Standard Shipping 2 - 3 Day (based on order sub-total):
|up to $15.00||$4.45|
|$15.01 to $25.00||$5.95|
|$25.01 to $35.00||$6.95|
|$35.01 to $45.00||$7.95|
|$45.01 to $60.00||$9.45|
|$60.01 to $75.00||$10.95|
|Free Shipping Option to Lower 48 States Enabled
|$75.01 to $105.00||$17.95|
|$105.01 to $140.00||$19.95|
|$140.01 to $175.00||$24.95|
|$175.01 to $210.00||$29.95|
|$210.01 to $350.00
|$350.01 to $500.00||$44.95|
|$500.01 to $750.00||$54.95|
These rates are for continental U.S. only. Hawaii, Alaska, and U.S. territories have different rates.
Hawaiii, Alaska, Puerto Rico
Hawaii, Alaska, Puerto Rico, Guam, and other U.S. territories do not qualify for our free shipping offer. Shipping to these areas is not possible with ground shipping, so all shipments must go USPS Priority 3 Day. The shipping fee is based on order size and is calculated at checkout. We do offer a discounted flat rate of $18 to Hawaii and Alaska for most shipments over $75.
Current Shipping Rates for Fast Standard Shipping 2 - 3 Day (based on order sub-total):
|up to $15.00||$5.95|
|$15.01 to $25.00||$6.95|
|$25.01 to $35.00||$8.95|
|$35.01 to $45.00||$10.95|
|$45.01 to $60.00||$12.95|
|$60.01 to $75.00||$14.95|
|$75.01 to $105.00||$19.95|
|$105.01 to $140.00||$24.95|
|$140.01 to $175.00||$27.95|
|$175.01 to $210.00||$30.95|
|$210.01 to $350.00
|$350.01 to $500.00||$49.95|
Guam and Remote Islands
Hawaii, Alaska, Puerto Rico, Guam, and other U.S. territories do not qualify for our free shipping offer. Guam and outlying islands have higher shipping rates.
Current Guam Standard Shipping / US Island Shipping Rates(based on order sub-total):
|up to $20.00||$12.00|
|$20.01 to $40.00||$16.00|
|$40.01 to $60.00||$20.00|
|$60.01 to $80.00||$25.00|
|$80.01 to $100.00||$30.00|
|$100.01 to $150.00||$37.00|
|$150.01 to $200.00||$50.00|
|$200.01 to $250.00||$60.00|
|$250.01 to $300.00||$75.00|
|$300.01 to $350.00||$87.00|
|$350.01 to $400.00
|$400.01 to $500.00||$125.00|
|$500.01 to $750.00||$150.00|
|$750.01 to $1000.00||$250.00|
If you place your order on Tuesday through Saturday, you can request changes to your order up to 48 hours prior to shipment. If you place your order on Sunday or Monday, you can request changes to your order up to 24 hours prior to shipment.
Individual Order Quantities
- Sempervivum: 1-3 rosettes planted in a 2.0" square pot = 1 order
- Sedum: 1 plant in a 2.0" square pot = 1 order
- Sempervivum heuffelii: 1 plant in a 2.0" square pot = 1 order
- Other hardy succulents: 1 plant in a 2.0" square pot = 1 order
- Soft Succulents: 1 plant in a 2.0" square pot OR 3.5” round pot (when available) = 1 order
- Tillandsia Air Plants: 1 paper wrapped unrooted plant of various sizes (see product photo for scale) = 1 order
- Unrooted Cuttings: 1 paper wrapped unrooted plant = 1 order
Our easy and secure online ordering system is fast and we use the latest technology to ensure your security and privacy. You can also call us toll free at 877-656-4035 or fax us at 530-468-2313. No matter how you place your order with us, we want you to have an exceptional shopping experience.
PAYPAL NOTICE: Mountain Crest Gardens is a subsidiary of Growpro, Inc. All PayPal transactions and invoices with Mountain Crest Gardens will appear as Growpro Inc
Mountain Crest Gardens offers a wide range of assorted bulk trays and sets at discounted prices. However, we are not a traditional wholesaler in the following ways:
- Anybody can order our trays; no special wholesale accounts required.*
- No order minimums
- Bulk discounts are automatically applied when more than one tray is purchased at a time
- Free 3-4 day FedEx or USPS Priority shipping available to the Lower 48 states
- No inventory or availability lists are maintained for individual varieties
For assorted trays, selection is our choice and will be made for color, texture and variety. We do try to accommodate special requests when possible; feel free to send us a message or call us toll free: 877-656-4035 (M-F 7-4 Pacific).
*California businesses must provide a scan or photo of their seller's permit for tax purposes.
Sorry, we do not stack coupons; maximum one coupon can be used per order.
Safe Shopping Guarantee
The online purchase area of Mountain Crest Gardens is secure. This means that any personal and private information you provide to us is protected by encryption and SSL (secure socket layer) technology. Your credit card information is held safely on our secure servers and is not transferred via e-mail at any time. Click here for more info about our Safe Shopping Guarantee.