Shipping and Ordering Information
We are pleased to offer FREE SHIPPING on all orders of $100 or more. To qualify for free shipping, order subtotals must be $100 after any promotional codes, discounts, or loyalty reward codes have been applied. Orders under $100 will be charged a $15 flat shipping fee if shipping within the continental US. Orders shipping to Alaska, Hawaii, Puerto Rico, and other US territories will be charged a $50 flat shipping fee.
When an order is placed, at check out customers may choose the best shipping week for their hardiness zone. Your order will ship that week sometime between Monday and Friday. Once we have packaged and shipped out your order, you will receive an email with tracking information. Orders are usually received within 5 business days (not counting the day it ships). All orders are shipped by UPS and USPS. Once the order leaves our facility, it is in the hands of the carrier. Please visit their website or call them for additional information regarding the delivery.
Orders containing multiple items may see tracking numbers that arrive at different times. We maximize our logistics to ensure efficiency. Rest assured, your order will ship completely.
If your order includes multiple roses that are scheduled to become available at different times (Ex: April and May), we may not split the order and your roses will likely be shipped together when the latest rose is ready to be delivered.
To protect our roses from extreme weather changes, we sometimes defoliate the plant and ship them with limited foliage. This helps roses stay healthy throughout the shipping process. We guarantee that your roses will arrive healthy and hardy. Leaves will begin to grow within 2-3 weeks of planting. If you have any questions, please contact us at 800-820-0465, Monday-Friday 8am-4:30pm PST.
At Heirloom Roses, all of our roses are potted and greenhouse-grown, so we are able to ship all 12 months of the year depending on the weather in your area. You can order your premiere roses anytime and choose the best ship date for your area. So shop in January for your new spring roses and we will keep them safe and growing until delivery at the optimum time for your hardiness zone.
We recommend that you plant your roses 6 weeks before the first frost. To find frost dates in your area, enter your ZIP code here. You may plant your roses at any time except during periods of extreme heat or cold.
Our roses are shipped semi-dormant in November, dormant from December – February, semi-dormant in early March, and non-dormant the rest of the year.
Once the order has been placed, we are unable to add any product/items to the order and a new order should be placed. Orders cannot be combined or split into separate shipments. Items can be removed from an order if it has not yet started processing and store credit will be issued. Please note, removing items from an order may result in a new order total that may incur the $15 shipping fee.
Any new orders that are placed are subject to current stock availability and ship dates.
Requests for changes and cancellations via email are not guaranteed. We encourage you to call us at 800-820-0465.
Plant tags and ground stakes may not be canceled or refunded after the order has been placed as engraving occurs immediately. Please allow an additional 2 days for your order when adding tags.
ORDER CANCELLATIONS/ADDRESS CHANGES
Orders that are canceled after they have already shipped will be redirected back to us from the shipping carrier at the customer's expense. Incorrect addresses provided by the customer that require redirects may also be charged. Please ensure the correct shipping address is entered when the order is placed. An in-store credit will be processed minus the cost to redirect the package(s). Orders cannot be split and therefore cannot be shipped to separate addresses. If an order is canceled, those products will be forfeited and any new orders placed will be subject to current stock availability, current pricing, and currently available ship date.
At Heirloom Roses we are committed to growing plants that exceed your expectations. We guarantee our roses are healthy, grown on their own roots, virus-free, and true to variety. We are so confident in our roses that we warranty them for one year from the date of shipping, as long as they are properly planted per our planting instructions and cared for in growing zones recommended on our website.
Learn more about how to place a warranty claim HERE.
HEIRLOOM ROSES REFUND POLICY
By purchasing from Heirloom Roses website, you agree to the following terms and conditions. Refunds will not be given for buyers remorse, change of heart, inappropriate planting times, poor weather conditions, change of address, order duplicates, etc. Credits to the customer account will be given in lieu of refunds.
Additionally, promotional code malfunctions, website errors, browser timeouts, etc., will not be eligible for refunds. Only a credit to the customer account will be processed.
Should you receive a rose that you believe is not up to our quality standards, please contact our customer service team right away.
Payment is due in full and will be charged at the time of order entry. This will reserve your order and hold until your selected ship date. Order changes and cancellations will be subject to an in-store credit only and not a refund per our policy, for the amount of the roses on the order only and will not include custom tags and stakes as they have already been engraved.
We accept Visa, MasterCard, Discover, and PayPal. All payments are to be paid in US funds. If your state has a sales tax, the payment total will include the applicable sales tax due.
Any merchandise that has been opened from the manufactures packaging or has been used is not acceptable for returns.
We are unable to accept returns for Plant Tags and Stakes as they have been custom engraved and may not be resold.
PRIVACY AND SECURITY
Heirloom Roses respects your right to privacy and believes in keeping your personal information confidential. The information you provide us will only be used to enhance your shopping experience and our record keeping. It is our policy to not share any information provided to us by you with anyone else. To process your order we will need your name, email address, shipping address, credit card number, and expiration date. Our secure server is designed to protect this information and is fully PCI compliant. We do not store credit card information on our site. We may from time to time, email any specials we offer, acknowledgments, or information about your order. If you do not want this service, please let us know.
PROMOTIONS AND SPECIAL OFFERS
We are pleased to offer occasional special offers and promotions to our customers. When applicable, promotional codes must be entered into the discount code box and Emailed Gift Certificate Codes must be placed in the gift certificate code box in the shopping cart at the time of checkout. Offers may require that you be logged in to your Heirloom Roses account for redemption. Promotional codes may not be applied to prior purchases or for merchandise unless otherwise specified.
All special offers and promotions must be redeemed within the promotional time frame. Any orders placed before the beginning sale date do not qualify for the sale price and refunds will not be given. Order cancellations may be delayed until the sale has ended. Sale items are subject to in-stock availability. We do not offer rainchecks.