Healthy Plants. Correct Orders. Careful Delivery.
Your plants should arrive healthy, correctly identified and in good condition.
Plants are living products, so no two are exactly alike. Our Quality Guarantee focuses on the condition and accuracy of your order at the time it arrives.
Quality at the Time of Delivery
The guarantee applies to the condition and accuracy of the plants when they arrive.
Plants should arrive in reasonable nursery condition without a serious pre-existing problem.
The plant type and variety should match the item ordered.
Gallon or box size should match the order specification.
Serious transportation damage that materially affects the plant should be reported.
We Look at Whether the Plant Is Materially Affected
A few broken leaves or minor cosmetic differences are not the same as structural damage.
Examples of More Serious Issues
broken trunk · major structural branch damage · severely damaged container affecting the root ball · another condition that materially affects the plant.
Same Variety Does Not Mean Identical Plant
Plants are biological products. Even plants from the same crop can differ naturally in shape, branching and seasonal appearance.
Individual plants of the same container size may not have identical dimensions.
Natural structure, trunk shape and canopy density vary.
Leaf quantity, new growth and foliage density change through the season.
Flowering and fruiting depend on season and plant stage.
Deciduous plants may arrive with few or no leaves during their dormant period.
Nursery pruning can temporarily change the visible shape of a plant.
Tell Us Before Ordering
If exact dimensions, branching, trunk form or overall appearance are especially important, contact us before placing the order.
Current Photos May Be Available
For some plants, especially larger or specialty material, we may be able to provide current information or photos when available.
Inspect the Plants Before Planting
Take a quick look as soon as practical after the order arrives.
If something does not look right, it is easier to evaluate before the plant has been moved, planted or altered.
Confirm the type and variety.
Confirm the gallon or box size ordered.
Check the trunk and major branches.
Look at the overall health and visible foliage.
Look at the container and root ball when relevant.
Note anything that appears to have occurred during transportation.
Contact Us Within 48 Hours
If you see a possible arrival or delivery-related quality issue, report it promptly.
Reporting visible problems within 48 hours helps distinguish an arrival issue from something that happened later during handling, planting or establishment.
Photos Tell Us More Than a Long Email
Send enough information for us to understand the entire plant, the specific concern and the order it came from.
Whole Plant
Take a clear photo showing the entire plant.
Close-Up
Photograph the exact area you are concerned about.
Pot or Root Ball
Include the container or root ball when relevant.
Order Number
Tell us which order the plant belongs to.
Delivery Date
Tell us when the plant arrived.
Short Description
Explain briefly what does not look right.
Not Every Plant Problem Needs the Same Answer
We review each situation using the plant condition, photos, delivery information and nature of the issue.
Sometimes the plant is healthy but needs help adjusting after delivery or planting.
A replacement may be appropriate in some situations.
An adjustment may be appropriate depending on the circumstances.
Some cases may qualify for a refund.
Living products do not always fit one fixed resolution.
The final resolution depends on the actual plant and circumstances.
What the Arrival Guarantee Does Not Cover
Once a plant leaves delivery and enters a new landscape, site conditions and ongoing care become major factors in its performance.
Overwatering or underwatering after delivery.
Incorrect planting depth or damage during installation.
Poor drainage, unsuitable soil or root-zone conditions.
Incorrect exposure or planting location.
Frost, heat, wind, storms or other weather events.
People, pets, wildlife, equipment, chemicals or fertilizer damage.
Exposure that occurs after delivery.
Problems caused by failure to provide appropriate plant care.
Normal dormancy, leaf drop and other biological changes.
A Newly Moved Plant Can Look Stressed Without Being Unhealthy
Transportation, planting and a new environment can temporarily change the way a plant looks.
Temporary Changes Can Include
yellowing · some leaf drop · temporary wilting · slower growth while the plant adjusts.
These signs do not automatically mean the plant has failed.
Quality at Delivery Is Only the Beginning
Planting depth, watering, drainage, sun, soil and establishment care all affect what happens next.
Plant Quality Questions
What does the Victory Nursery Quality Guarantee cover?
It focuses on the plant's condition and order accuracy at the time of delivery, including correct plant identification, correct container size and serious pre-existing or transportation-related damage.
Do I need to report a problem immediately?
Please inspect the plants as soon as practical and contact us within 48 hours if you notice a possible arrival or delivery-related issue.
My plant is not exactly the same shape as the website photo. Is that a defect?
Usually not. Individual plants naturally vary in height, width, branching, leaf density and seasonal appearance.
Is a deciduous plant with no leaves unhealthy?
Not necessarily. Deciduous plants may naturally arrive with few or no leaves during dormancy.
What should I send if I think something is wrong?
Send your order number, delivery date, a whole-plant photo, close-up photos of the concern and a photo of the container or root ball when relevant.
Does the guarantee cover problems after planting?
The arrival guarantee does not cover problems caused by factors after delivery such as improper watering, planting, drainage, weather, site conditions or external damage.
My plant dropped leaves after planting. Is it dying?
Not necessarily. Some plants show temporary transplant stress after transportation or installation. If you are unsure, send photos so the plant can be reviewed.
Can I request photos before ordering?
When appearance or exact structure is particularly important, contact us before ordering. Current photos or additional information may be available for some plants and larger material.
Something Doesn't Look Right?
Do not plant or discard the plant yet. Send your order number, delivery date and clear photos of the whole plant and the area of concern.
