Returns & Regulations

We take great pride and care with the plants we grow and ship to you and we want you to be confident in every order you place with us. We package each order with care and ship them directly to you through UPS, however we understand events outside of our control do occur, which is why we will replace any missing or damaged items you receive.

Missing Items

Please contact us at chris@sugarhillnurseryfl.com within 24 hours upon receipt. If you are missing an item from an order. We will be able to determine the reason behind your missing order, whether it has shipped separately or if it has been lost in transit. If your order is determined to be lost in transit, we will file a claim with our courier and replace your item immediately.

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Damaged Items

If your order was damaged upon arrival you will need to submit photos of the packaging (prior to opening and after opening) and the damaged plants within 24 hours of receipt. If there are a few broken branches, yellowed leaves, or damaged leaves, don't worry your plant will recover. Simply prune the broken branches back to the main trunk, your plant will grow them and any damaged leaves back. If the main trunk is broken we will file a claim with the courier and replace the damaged plant. If we don't have your plant in stock we will offer a full refund of the damaged item(s), not including shipping costs. 

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Returns

Due to state regulations on shipping plant materials, we cannot accept any returned items. If there is a problem with your order please contact us at Chris@sugarhillnurseryfl.com and we will do our best to resolve any issues. 

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Cancellations on Bare Root Orders

Cancellations on bare root orders must be processed prior to January 1st. If you need to cancel your bare root order please contact chris@sugarhillnurseryfl.com All bare root orders canceled will be charged a 6% restocking fee. Unfortunately regardless of whether the order is completed we still pay 6% of every order placed to the payment processing companies. Example: Order placed for $1000 cancels prior to shipment we would take a $60 loss without this policy in place. We do our best to keep our prices low and we appreciate your understanding regarding this policy. If you need to change any information on your order such as address, please contact chris@sugarhillnurseryfl.com. 

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Cancellations on Small Nursery Plants

If you need to cancel an order on non-bare root stock, please contact us at  chris@sugarhillnurseryfl.com as soon as possible. If your order has not been shipped, we can cancel the order for a full refund. However, if your items have already been shipped, we cannot offer any refunds or returns.