Welcome to Greenwood's 24 hour Customer Service Assistance. We have provided some of our most frequently asked questions. If you have questions that remain unanswered, please contact us at custserv@greenwoodnursery.com.
When you place an order with our online shopping cart, you will receive an automated email order confirmation. Within 2 business days, you will receive a follow up email from one of our staff with your scheduled shipping week. Orders are scheduled for shipping based on the average temperatures of the delivery location to give plants the best possible start. You will find links to planting instructions as well as helpful videos at the end of the plant description on the individual plant pages.
Please note: Any hard goods ordered, along with plants, will be shipped complete with the plant order unless otherwise requested.
ORDERING
Greenwood's office hours
When will my order be processed
Product guarantee Substitutions
Ordering gift certificates online
Using gift certificates or merchandise credit online
Cancelling or changing an order
When should I order
Payment information
Prices
Visiting Greenwood Nursery
SHIPPING
How will my order ship
When will my order ship
Methods of shipping and cost
May I specify when I want my order to ship
May I delay the shipment of my order
Do you ship to Alaska, Hawaii, Canada or overseas
Agricultural restrictions
What if an item arrives damaged
May I request that an item ship outside your recommended shipping schedule
How will I be able to track my order HORTICULTURE
What is my planting zone
How do you determine "the proper time for planting" in my area
Questions about plants
Our Privacy Policy
Read our Privacy Policy
Greenwood's office hours
Our friendly staff is available to take phone orders and answer planting questions Monday through Friday, 8AM to 4PM Central Time. Greenwood Nursery does close for the Memorial Day and Labor Day celebrations as well as Thanksgiving Day and the following Friday. Staff vacation periods are the week of July 4th and December 24th through January 1st during which times we will continue to confirm orders and answer emails, but the phones and shipping department will be closed.(Back to top.)
When will my order be processed
Orders are processed right away. Your credit card is charged promptly reserving your plants for the appropriate shipping time. Within 2 to 3 business days, you will receive an email from one of our staff with your scheduled shipping week. If after that time you haven't received any contact from us, please check in your bulk email folder before contacting us as sometimes the emails do slide into those files. Some customers may also have emails blocks and will need to add Greenwood Nursery emails to their lists. (Back to top.)
Product guarantee
The Greenwood Nursery goal is for 100% satisfaction. We are dedicated to working with our customers to help them acheive success with Greenwood plants. We guarantee to ship plant stock that is true to name, healthy and in plantable condition at the best time for your location. Each order is carefully picked, prepped and boxed by our professional shipping department to assure that your purchases arrive safely. We cannot accept responsibility for losses caused by weather extremes (such as frost, winter kill, drought, flooding, etc), customer neglect, poor choice of planting conditions, chemical or fertilize damage, inappropriate climate zone (clearly indicated for every variety), or other circumstances beyond our control. With proper care and attention, our plants will leaf and grow during the first growing season.
Evergreen plant varieties are shipped healthy, true to name and ready for planting. Once received and no further reports have been noted to us within 48 hours of carrier delivery, plants are considered accepted.
Dormant plants are shipped healthy, true to name and ready for planting. Fall and early spring dormant plants should emerge by the end of spring following their planting. Mid to late spring dormant plants should emerge within 8 weeks from planting. Dormant plants that do not leaf or bud during their given time frame may be replaced. We will replace plants that do not live or leaf out during the first growing season at 1/2 price plus shipping costs. We must be notified in writing by July 1st following planting provided that the plants were not injured by equipment, improper use of chemicals, fertilizers or buyers neglect. Pictures may be required. They also help us to work with customer to determine what went wrong.
End of season sales and close-outs are final and do not apply to the replacement warranty.
The size of the plants that we ship has been specially selected to reduce the shock of transplanting. Our bare root plants are dipped in a terra sorb solution (water retention gel), wrapped in shredded paper and, then, sealed in plastic wrap to ensure freshness before being boxed and shipped.
Our hard good products are backed by the manufacturers warrants and guarantees as noted on the individual product labels. With no reports made to us within 48 hours after delivery, hard good products are considered accepted.
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Substitutions
When a plant you have ordered is not available, we reserve the right to provide another of similar attributes and pricing that will produce the same garden effect. (Back to top.)
Ordering gift certificates online
You will find our gift certificates listed in a separate category in our gift ideas section off the right hand side of the home page. Click on the link and select the amount that you wish to purchase and add it to your Shopping Cart.
When you order a gift certificate here is what happens:
You begin by ordering the number of gift certificate and that you want. In the shopping cart you will fill out your name, address, etc. If you are purchasing the certificate to give personally check the box noting same address as for billing. If you are sending this gift to another person you must check the box that reads: a different address (or this is a gift) in the shopping cart. When you have filled out all information just follow the rest of the instructions. The cart gives two options: send by email or print out. If you click on "send by email", here is what happens:
The recipient of your gift (you or someone else) will receive an email with a link to redeem the gift certificate. Once you click on the link your certificate is redeemed. (Back to top.)
Using gift certificates or merchandise credit online
You can use your gift certificate or merchandise credit on our web site when placing your order as long as you have the customer account number and credit number available. There will be a box to check off if you have this information on Step 3 when you are checking out which will bring you to the page to key in this information. We will apply any credit to your order before your credit card is actually billed. If you do not know the customer number and credit number, please just note your gift certificate number in the "comment" box on the order form and we will confirm and apply it to your order. (Back to top.)
Cancelling or changing an order
This option is not available on our Web site at this time. However, you can either send us an email letting us know the confirmation web order number or the order number you were assigned when we confirmed your order in email with assigned shipping week and what changes you would like make or you may call us at (800) 426-0958 Monday through Friday 8am-4pm Central Standard time. We will try to accommodate your changes if possible. Please be aware that as we get closer to your shipping time it may not be possible to make changes to your order.
We do understand that sometimes orders must be cancelled. Orders not yet charged may be cancelled without incurring any fees.
If an order has already been charged, we will cancel the order at your request. However, a 10% cancellation fee (with a mininum $5.00 charge) will be applied. Our credit card processor charges us 3% when we charge your card and another 3% when we refund your card as well as transaction fees. (Back to top.)
When should I order
Orders may be placed at any time. We will schedule them into the next available shipping week for the delivery area. Bare root plants begin shipping mid/late October and continue shipping until the latter part of June. Container plants and ground covers begin shipping in late August/early September and continue through following June. As we sell out of plant varieties, we do begin booking them for shipping the following season.(Back to top.)
Payment information
We accept Master Card, Visa, Discover, American Express, money orders and personal checks. Personal check orders require 14 days to clear before shipping. Sales tax is charged only on orders shipping within the State of Tennessee. (Back to top.)
Prices:
Prices are set by variety. Quantity discounts apply only to multiple purchases of a single variety. Due to increasing energy costs, prices and delivery charges are subject to change.(Back to top.)
Visiting Greenwood Nursery
We have always been a wholesale/mail order facility and do not have a garden center atmosphere for customers to select their own plants. Our staff is happy to work with customers who will live in the middle TN area and want to pick up their orders. If you plan to be in our area and want to pick up your order, please note it in the comment box when placing your order. (Back to top.)
How will my order ship?
The size of the plants we ship has been selected to reduce the shock of transplanting. Our bare root plants are dipped in a terra sorb solution (water retention gel), wrapped in shredded paper and, then, sealed in plastic wrap to ensure freshness. We must point out that some perennials may not bloom the first year after planting but will the following year.
Our lilies and some ferns will ship as dormant bare bulbs or tubers packed in peat moss. Trees, shrubs, perennials, groundcovers are shipped bare root or as potted. On the individual plant page in the Shipping Details section, you will find how that particular variety of plant is sold (bare root or potted) and what size (bare root plants are noted in height range and potted are noted as pot size) (Back to top.)
When will my order ship?
Orders containing only hard good, such as our market baskets, butterfly houses, home goods, or lawn care products, will ship as quickly as possible. Those items ship year around and generally within one week. When ordering plants during fall or spring shipping, we will set your order for the next available shipping week appropriate for your location. Gift certificates being mailed out are mailed within 2 business days through regular mail.
Our staff checks delivery area zip codes and schedules orders based on the average temperatures. An example of month by month shipping would be as follows: Methods of shipping and cost
We ship orders through UPS. Shipping addresses must contain a physical street address. We do not ship to post office boxes.
Greenwood Nursery cannot be held responsible for delivery problems due to incorrect addresses. Please double check that you have typed in the correct name, full address and ZIP code information. UPS charges us a $10 fee for incorrect delivery information. We can only supply the information that we receive from the customer. When an incorrect delivery address is provided and an order returned because it cannot be delivered, we will charge the $10 fee plus another shipping fee to reship the order.
| MERCHANDISE TOTAL | STANDARD UPS
(2-7 business days in transit) |
| $0 to $20.00 | $8.95 |
| $20.01 to $50.00 | $12.95 |
| $50.01 to $75.00 | $17.95 |
| $75.01 to $100.00 | $19.95 |
| $100.01 to $150.00 | $24.95 |
| more than $150.00 | 19% of total |
| Gift Certificates | email or post office |
On occasion we may send smaller packages through Priority Mail.
We no longer ship orders to Alaska, Hawaii, APO/FPO addresses, Puerto Rico, or addresses outside the United States. (Back to top.)
May I specify when I want my order to ship
As orders come in, they are scheduled to ship during a specific week. You will be notified by email as to when your order will ship out. Should you need your order to arrive by a specific week please note in the comment box when placing your order or you may send a reply email back to the person who confirmed your order. We do out best to work with customers work and travel schedules so that shipments arrive at the most convenient time. Please note that UPS does not deliver on Saturdays or Sundays. (Back to top.)
May I delay the shipment of my order
After you place your order and are issued a scheduled shipping week, if your plans should change and you need to reschedule or delay the shipment of your order, please contact our Customer Service Department by calling (800) 426-0958 or by emailing custserv@greenwoodnursery.com Monday through Friday 8am to 4pm Central time. Please include your order number, zip code and name. We will make every effort to accommodate your request, but if we have already packed your order, it may not be possible to pull it from the UPS truck. (Back to top.)
Do you ship to Alaska, Hawaii, Canada or overseas
Greenwood Nursery only ships orders within the continental U.S. We no longer ship to Alaska, Hawaii, Puerto Rico, Canada, overseas or APO/FPO addresses. (Back to top.)
Agricultural Regulations
Each state has its own restrictions on shipping plants into its borders and we must comply. Some plants may be considered invasive and therefore banned in certain states or just not allowed entrance, such as fruiting plants or ornamental fruiting plants in California. We will note these restrictions in the Shipping Details section of each plant page immediately below the shopping cart (Back to top.)
What if an item arrives damaged
We will ship plants that are healthy and ready for planting. Our packaging techniques provide the most efficient and safest delivery possible of your order from our location to yours. If your order should arrive damaged, please contact us within 48 hours of receiving the shipment. Customer Service Department (800) 426-0958 or email custserv@greenwoodnursery.com. Office staff is available Monday through Friday 8am-4pm Central time. Include your order number, zip code and name when contacting us. Save the damaged product and shipping carton as we will file a damage claim with the shipping carrier. The carrier reserves the right to inspect the damaged product and carton for up to 7 days. We will immediately reschedule your order for the next available shipping week
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May I request that an item ship earlier for my planting zone
If an item is in stock and already shipping to another zone, we should be able to ship it to your zone as well, but this service would be at your own risk. (Back to top.)
How will I be able to track my order
As long as you have provided us with a valid e-mail address, and added us as a contact to your email provider, our shipping department will notify you when your order has shipped with the UPS tracking number. Though you will have a tracking number, it may take overnight for any updated information on the status of the shipment to become available (Back to top.)
What is my planting zone
The U.S. National Arboretum offers the USDA zone map online and it's quick and easy to determine your zone. Here is a link to it: http://www.usna.usda.gov/Hardzone/ushzmap.html
If you have difficulty in determining your planting zone, email us with your zip code: custserv@greenwoodnursery.com (Back to top.)
How do you determine "the proper time for planting" in my area
Our staff checks delivery area zip codes and schedules orders based on the average temperatures. A typical month by month shipping would be as follows:
Questions about plants
The Greenwood Staff will be happy to discuss and answer questions about the plants and products that you have purchased from us. As well as providing beautiful plants for landscape and wildlife projects and complimentary hard goods, we are a service business dedicated to educating our customers on these purchases. If you have questions or concerns about your Greenwood plants or product, please feel free to phone or email us.
We cannot be of service to explain or answer questions concerning plants or products purchased from other businesses. (Back to top.)
