How we handle things

We're a small farm in southwest Washington. Jeremy and Carri pack every order ourselves, and when something goes wrong we'd rather just fix it than make you fight a chatbot.

If a plant shows up unhappy

Plants travel. Sometimes they show up looking rough — bent, dropped a leaf or two, dry, or genuinely damaged. Tell us within seven days of delivery, send a photo or two if you can, and we'll either ship a replacement on our next pack day or refund what you paid. We don't quibble over a tired-looking plant; if it bothers you, it bothers us.

If a plant arrives clearly dead — broken, mushy, or frozen through — that's on us. Same path: a quick note, a photo, and we'll make it right.

If we ship to a state we shouldn't have

We only ship live plants to states our phytosanitary status covers. Our cart enforces this before checkout, but if a label goes out the door to a state it shouldn't have — for example, a regulated state we forgot to flag — we'll refund the order in full and (if it hasn't shipped yet) hold the package back. If it already shipped, throw the plant away or, better, plant it in a friend's yard. We'll still refund.

If we mess up the order

Wrong cultivar. Wrong pot size. Two of one thing and zero of another. This happens — we pick by hand. Tell us what showed up versus what you ordered. We'll either ship the missing piece on the next pack day at no charge, or refund the difference, whichever you'd rather.

How long do refunds take

We refund through Square (the same place your card was charged). On our end it takes a minute. After that, your card issuer typically posts the refund within three to five business days. If you don't see it after a week, email us — we can pull the Square receipt and chase it down.

We never ask you to ship anything back. If a plant has problems, keeping it (or composting it) is fine. We don't want to make you do extra work to be made whole.

Reach us

Email is the fastest way: just a sentence is plenty, and a photo if the issue is visual. We typically reply within a day or two.

— Jeremy & Carri
Chehalis River Farm & Garden