Refund and Cancellation Policy
We want to have 100% customer satisfaction. If you have any issues with your order please contact us as soon as possible and we will work to resolve the issue. The most reliable method to contact us is by email at contact@whitetailhillchestnuts.com
Cancellation Policy
It is our policy that all sales are final. Once an order has been placed we cannot cancel orders as inventory has already been allocated, reserved, and oftentimes acquired from suppliers specifically for your order. We generally sell out of our products before we begin shipping for a season. By ordering you are reserving trees for yourself.
Warranty — 1-Year Survival Guarantee
If conditions are met, our trees are covered by our 1-Year Survival Guarantee. We inspect all of our trees for viability prior to shipment, but to ensure that you are getting what you pay for we also guarantee them for a full year. If a tree planted with one of our Survival Kits (a Tree Pro tube and a slow-release fertilizer block) and cared for per our planting instructions dies within one year of the delivery date, we will issue store credit for the amount paid for that tree. Survival Kits and shipping are not credited. Each tree can be claimed once. To make a warranty claim, email us good quality photos of the tree in its tube along with your order number within one year of the delivery date shown on your tracking.
- Our guarantee does not cover trees planted without a Survival Kit or with the tube removed (Norway Spruce and Eastern Red Cedar excepted, see below), trees planted outside their hardiness zones, trees that are shipped outside our regular shipping timeframes at the request of a customer, improper handling/ planting practices, or physical destruction (ex. trees being hit by mowing equipment, destroyed by animals, etc.)
- Screening trees: Hybrid Poplar and Hybrid Willow are covered when planted with a Survival Kit, same as our other trees. Norway Spruce and Eastern Red Cedar are covered without a Survival Kit — evergreens should not be planted in a tube. Follow our planting instructions and send photos of the tree with your order number to make a claim.
The 1-Year Survival Guarantee applies to all orders shipping Spring 2027 and later. Orders from earlier seasons are covered under the terms in place when they were placed: claims must be made by June 30th of the growing season following your order.
Products arriving in poor condition must be reported to us within 48hrs of receipt and photos of the damaged products and their packaging must be provided upon request.
Refunds/Replacements
Trees that arrive in poor condition will be covered by us in the form of a refund or replacement. The choice of either a refund or replacement with original product depends on available inventory, season, and shipping availability and is at our discretion. We try to replace trees whenever possible but inventory does not always support replacements. Refunds will be issued in the form of store credit equal to the value of the original purchase.
Voluntary returns of undamaged merchandise due solely to customer choice may be subject to a restocking fee and return shipping charges.
Order Fulfillment
We may fill partial orders when inventory prevents full order fulfillment. Any unfilled portion will be refunded to the original payment method.