Order Issues?

Claim Policy


You will be provided a copy of your invoice at the time of delivery/pick-up. Please review this invoice upon delivery/pick-up and inventory every item you receive. If it does not match you must note it on the driver’s/OWG’s copy at the time of signing for your order; this is extremely important. Please do NOT accept product overages. If you count/find additional items that were not on your order or are in greater quantities than listed on your order; please immediately notify the driver.

If there are any issues (damages, etc.) please note them on the driver’s invoice copy when signing for your order. Please take clear pictures and inform your Account Manager. Any claims related to an order must be made within 48 hours of receipt of merchandise or the claim may be disallowed. It is the receiver’s responsibility to have noted issues at the time of delivery/pick-up on the driver’s paperwork; this will be reviewed after a claim request is received and a determination on the claim will be made within 72 hours.

If you have purchased an item marked as “customer pick-up only; no delivery” then you are responsible for the pick-up of that item from our location. The item is purchased “as is” and we (OWG) are not responsible for damages after the item leaves our facility (even if you are using a 3rd party pick-up service). No claims will be accepted on these items. 

After you take possession of your order, please water your new plants, and give them good light. We strive to deliver healthy and pest-free plants; however, we recommend spraying down your new plants with a pesticide upon arrival. We recommend neem oil as it is an all-natural product and easy to find at any garden center/online.