At Heirloom, we are passionate about helping you create a beautiful garden that brings lasting joy. We stand behind the quality of our plants with comprehensive guarantees that provide you with confidence and peace of mind. Our roses are grown on their own roots, virus-free, and always true to variety.
We're committed to your success—and we're here to help every step of the way.
Delivery Quality Guarantee
Your plants should arrive healthy and ready to thrive. Please inspect your order upon arrival.
If you notice any quality concerns, contact us within 3 days of delivery. We'll work with you to make it right. Sometimes, we may recommend giving your plant a few weeks to recover from shipping or transplant stress. Plants are surprisingly resilient and often bounce back beautifully with proper care.
Shipping Damage: We carefully package each rose to ensure safe arrival. In the rare event that stems or canes are damaged during transit, there's no need for concern—your rose's health and vigor are not affected. Simply prune the damaged area back to healthy green growth, and your own-root rose will quickly produce strong new stems. No replacement is needed.
To report a delivery issue, please contact our Customer Care team within three days. Please have photos ready to help us assess the situation quickly.
Our One-Year Rose Guarantee
Every rose you purchase comes with our one-year warranty and our commitment to your success. We provide detailed care guides and expert support to help you troubleshoot challenges—because we want your roses to thrive, not just survive.
If Your Rose Doesn't Survive the First Year
Despite your best efforts and proper care, if your rose does not survive within the first year (beginning from the ship date), we've got you covered.
Submit a warranty claim using our simple online form. We'll review your claim within 2 business days. Please include:
- Photos of the rose
- Information about your care routine and growing conditions
- Answers to all questions in the claim form
If approved: You'll receive in-store credit for the current retail price of the rose (excluding taxes and shipping), valid for one year. Use it toward any purchase on www.HeirloomRoses.com (excluding subscription services).
If we need more information, our Customer Care team will reach out with guidance and next steps.
What You Need to Know: Proper Rose Care
For your warranty to apply, roses need to be given the care they need to succeed. This means:
Planting & Environment:
- Planted within 2 weeks of arrival (in-ground or appropriate container)
- Located in the correct USDA hardiness zone for that variety
- Receiving 6+ hours of direct sunlight daily (unless otherwise specified)
- Planted at a proper time for your climate
- Never grown indoors
Care & Maintenance:
- Proper watering (neither over nor under-watered) - see our watering guide
- Appropriate fertilizer use (liquid fertilizers or Heirloom's OmniMeal only—no other granular fertilizers)
- Following our planting and care instructions
What's Outside Our Control: Our warranty cannot cover:
- Common rose conditions you manage: Blackspot, powdery mildew, and pests are natural challenges that gardeners address through proper care and treatment
- Weather events: Extreme or abnormal weather conditions (frost, heat waves, hurricanes, etc.)
- Neglect or improper care: Roses that haven't received appropriate attention
Important Note on Roses from Other Retailers: This warranty applies only to roses purchased directly from www.HeirloomRoses.com. Roses from third-party sites (Costco, Walmart, Amazon, etc.) are covered by those retailers' policies—please contact them directly.
90-Day Warranty for Perennials & Shrubs
Your perennials and shrubs are backed by our 90-day warranty (from ship date).
Like our roses, we want these plants to flourish in your garden. If you're seeing signs of stress or struggle, contact us—we're here to help you troubleshoot.
If Your Plant Doesn't Survive
If your perennial or shrub doesn't survive within 90 days despite proper care, submit a warranty claim using our online form.
If approved: You'll receive in-store credit for the current retail price (excluding taxes and shipping), valid for one year toward any purchase on www.HeirloomRoses.com (excluding subscription services).
Coverage Requirements
Your perennials and shrubs need proper care to thrive:
Essential Care:
- Planted within 2 weeks of arrival
- Suitable for your USDA hardiness zone
- Proper sunlight, water, and soil conditions per our care instructions
- Never grown indoors
What's Not Covered:
- Natural challenges: Pests, disease, and weather-related damage
- Improper conditions: Wrong hardiness zone, incorrect planting, inadequate care
- Third-party purchases: Only plants from www.HeirloomRoses.com qualify
Spring Bulbs, Tubers & Corms: Failure to Bloom Guarantee
We guarantee your spring bulbs will reward you with beautiful blooms in their first season when planted and cared for according to our instructions.
Bulbs are incredibly reliable when given the right start. Follow our planting guides for timing, depth, and location to ensure success.
If Your Bulbs Don't Bloom
If your spring bulbs fail to produce blooms by the end of the season following planting, submit a warranty claim using our online form.
If approved: You'll receive in-store credit for the current retail price (excluding taxes and shipping), valid for one year toward any purchase on www.HeirloomRoses.com (excluding subscription services).
Coverage Requirements
For this guarantee to apply, bulbs must be:
- Properly planted: Following our instructions for depth, spacing, timing, and location
- Suitable for your zone: Planted in the correct USDA hardiness zone
- Properly stored: If you stored bulbs before planting, they must be kept in appropriate conditions
- Purchased from us: Only bulbs from www.HeirloomRoses.com qualify (not third-party retailers)
What's Not Covered:
- Environmental factors: Extreme weather, animal damage, pests, or disease
- Improper planting: Wrong depth, location, timing, or zone
- Storage issues: Bulbs damaged by improper storage conditions
Non-Plant Items & Garden Supplies
We stand behind the quality of our tools and garden supplies with guarantees tailored to each product type.
Tools & Hard Goods
Quality garden tools are an investment. If you receive a tool or hard good that is unused and doesn't meet your expectations, you may return it within 30 days of delivery. Customers are responsible for return shipping costs. Beyond 30 days, manufacturer warranties apply.
Garden Supports, Tags & Stakes
Our stakes, tags, trellises, and other garden supports are backed by a 30-day structural defect guarantee from the ship date. If your support fails due to a manufacturing defect within 30 days, contact us, and we'll make it right.
This guarantee covers structural defects only—not damage from weather, improper installation, or normal wear and tear.
Fertilizers, Amendments & Treatments
Items like fertilizers, soil amendments, beneficial insects, and plant treatments are final sale and not covered by warranty.
Important Terms & Conditions
What's Covered:
- Plants purchased directly from www.HeirloomRoses.com only
- Roses: one-year warranty from ship date
- Perennials & shrubs: 90-day warranty from ship date
- Spring bulbs: first spring bloom season
- Delivery issues: report within 3 days of arrival
What's Not Covered:
- Plants from third-party retailers
- Plants affected by pests, disease, or extreme weather
- Plants that didn't receive proper care per our guidelines
How Credits Work:
- Can be used on any purchase at www.HeirloomRoses.com except subscription services
- Schedule delivery up to 8 months in advance for optimal planting time
All Warranty Claims Require:
- Online form submission with complete information
- Clear photos of the plant
- Details about care and growing conditions
We're Here to Support Your Success
Before submitting a warranty claim, please reach out if you're experiencing challenges with your plants. Our Customer Care team can often help you identify issues early and provide advice to get your plants thriving. We provide detailed growing guides, troubleshooting tips, and personalized support because your success is our success.
Thank you for choosing Heirloom. We're honored to be part of your gardening journey and committed to helping you create the garden of your dreams.