I’ll try to keep this as quick and simple as possible. What follows is not boilerplate legalese and you should actually read it. Novel, I know!
We offer a huge amount of growing information for the plants that we offer. You really should read it! I get lots of questions about planting and those are almost always already answered in our growing guides. You might not have seen it if you are using the site on a phone or tablet. Look here: https://www.cultivariable.com/instructions/
If you have a Facebook account, you should also check out our group. You can meet many other customers, some with a lot of experience, and get help from the community: https://www.facebook.com/groups/1555462051386630/
(I know that everybody is not on Facebook. I held out for a long time, but the group really is a great resource.)
We accept payments via PayPal, credit card, and check/money order. You are billed when you place the order, not when we ship the product. The reason is that this is mostly a one-man show and I don’t have time to fuss with credit card authorizations.
If we haven’t deposited your check within 30 days, then we probably haven’t received it and you should contact us to sort it out. You should keep your receipt if you send a money order! More than half of the people who choose to pay with check or money order never send payment. I used to contact all of those people but heard back so rarely that now I just cancel out orders at the end of the season if the money hasn’t arrived. If you fall into the tiny group of people who actually sent a payment that we didn’t receive, then you will need the receipt to cancel your money order. Checks can be canceled more easily.
Shipping time is often long, particularly if you place a pre-order. You should really read our shipping and pre-order pages. Long shipping times are not unusual for mail order nurseries, but people tend to think of us as more of a seed business, so sometimes that causes confusion. Live roots and tubers are considerably more difficult and time consuming to harvest, clean, store, package, and ship than seeds. They are perishable, which limits the amount that we can prepackage and also restricts the time of year that we can ship them without risking damage.
We limit pre-order waits to one year, so if we aren’t able to produce the item in the growing year that you ordered it, we will refund you. We define the growing year as roughly April to April, since mid to late April is usually when we stop shipping the previous calendar year’s harvest. If we canceled your pre-order and you still want the item, please place a new pre-order. I don’t extend pre-orders because I don’t want to lose track of them.
Communication is often slow. Again, this is mostly a one man operation and I am often splitting my time between actually being out in the field growing and working in the office. I know that this can be frustrating when you really want an answer and I hope to be able to hire some part time office staff to help with this soon.
If you send a rude and insulting email, I will cancel your order and refund you. If it is really memorable, I will black list you and refuse future orders. I work long hours at this job and make less than minimum wage, so my tolerance for uncivil communication is low. That doesn’t mean that you shouldn’t be honestly critical of us! Just try to be polite. It really bums me out when I get nasty emails.
We guarantee that we will send what you ordered and that what we send you will arrive in viable condition. If it doesn’t, we will refund you. We offer many rare items that have very low germination rates and that require specific growing conditions, so we do hope that you will be reasonable about requesting refunds for such items.
Credit Card Chargebacks
A chargeback is when you contact your credit card company to cancel an order. This is unnecessary because we will refund your order on request. A small number of people do this when they have made no attempt to contact us about whatever is troubling them. Unfortunately, if you tell your credit card company that an order was unauthorized when you actually placed it, you are essentially accusing us of fraud. That not only damages our relationship with our payment processor, but results in a $20 penalty. If you place a chargeback with your credit card, we will refuse future orders from you unless you repay the $20 penalty that we were assessed.
Normally, we ship what you ordered or refund an item. On rare occasions, we make a substitution if it is very similar to what you ordered and it will expedite shipping your order. If we send you a substitute and you aren’t happy with it, we will refund you for the item and you can keep the substitute.
We guarantee delivery of seeds to anywhere that we ship. If you have managed to talk us into shipping roots and tubers internationally, we do not guarantee delivery. There are too many unknowns involved. We will provide you with a tracking number, but what happens after that is out of our control.