Damaged Orders
Customer Support
Damaged Orders
If your order arrives damaged, we’re here to help make it right.
We know how disappointing it is when your garden supplies arrive in less than perfect condition. Our team is committed to finding a quick and fair resolution so you can get back to growing with confidence.
Report Quickly
Contact us as soon as possible after your order arrives.
Upload Photos
Share clear photos of the damaged item(s) and packaging.
Review & Response
We’ll review your claim within 1–3 business days.
Replacement or Refund
If approved, we’ll send a replacement, issue store credit, or provide a refund.
What Qualifies as Damage
Your order may be eligible for a replacement, store credit, or refund if items arrive in a damaged condition, including:
Shipping Damage
Boxes that are crushed, torn, or heavily damaged during transit.
Broken Containers
Pots, trays, or containers that are cracked or broken on arrival.
Torn Packaging
Seed packets or product packaging that are ripped or punctured.
Spilled Soil or Products
Soil, growing medium, seeds, or other products that have spilled in the box.
Water Damage
Items that arrived wet, soaked, or show signs of water damage.
Crushed Seed Trays
Seed trays, domes, or flats that are cracked or unusable.
Incorrect Condition
Live plants or seedlings that arrive in poor condition due to shipping.
How to Report a Damaged Order
Follow these simple steps to help us resolve your issue as quickly as possible.
1
Contact Us
Reach out to our customer support team within 7 days of delivery.
2
Provide Photos
Upload clear photos of the damaged item(s), packaging, and shipping label.
3
Include Order Details
Share your order number, item name(s), and a brief description of the issue.
4
Resolution Review
We’ll review your claim and get back to you within 1–3 business days.
Information We Need
To process your claim, please provide the following:
Your order number
Found in your order confirmation email.
Item name(s) and quantity
Let us know which item(s) were damaged.
Photos of the item(s) and packaging
Clear photos help us assess the issue quickly.
Photo of the shipping label
Shows tracking information and helps with our review.
A short description of the issue
Tell us what happened and how the item arrived.
Response & Resolution
We aim to make the process as fast and simple as possible.
Report Window
Within 7 days of delivery
Review Time
1–3 business days
Possible Resolutions
- Replacement (same or similar item)
- Store credit
- Refund (when approved)
You’ll Be Notified
We’ll contact you by email with the outcome and next steps.
Our goal is to ensure you have a positive experience and can get back to growing as soon as possible.
Helpful Tips
These tips can help speed up the process and ensure the best outcome.
Keep Packaging
If possible, keep the original box and packaging until your claim is resolved.
Take Clear Photos
Include multiple angles of the item(s), packaging, and shipping label.
Contact Us First
Please reach out before discarding severely damaged items, as we may need photos for our review.
Frequently Asked Questions
Find quick answers to common questions about damaged orders.
How long do I have to report a damaged order?
Please contact our customer support team within 7 days of delivery. Reporting quickly helps us review the claim while the packaging and shipping information are still available.
What if the box looks fine but the item is damaged?
That still qualifies. Damage can happen inside a box that looks undamaged from the outside. Send photos of the item and of the box, and we will review it the same way.
Are photos required for a damaged order claim?
Yes. Clear photos of the damaged item, the packaging and the shipping label let us assess the issue quickly and process your claim without extra back-and-forth.
How will I receive my replacement, store credit, or refund?
Once your claim is approved we will contact you by email with the outcome. A replacement is shipped to your original address, store credit is added to your account, and refunds are returned to the original payment method.
What if an item is out of stock?
If the exact item is unavailable we will offer a similar alternative, store credit, or a refund. We will always confirm with you before sending a substitute.
Can I still return other items from my order?
Yes. A damaged item claim does not affect the rest of your order. Our standard Refund Policy still applies to the other items.
Still Need Help?
Our friendly customer support team is here for you. Get in touch and we’ll do our best to make it right.
Email Us
support@farmsteadacresnursery.com
We typically respond within 1 business day.
Call Us
+1-671-323-1300
Mon – Fri, 9am – 5pm MST
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