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 give you 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 when it arrives.
If you notice any quality concerns, contact our Customer Care team within 3 days of arrival. Please have photos ready to help us assess the situation quickly. 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.
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
If your rose does not survive the first year (beginning from the ship date) despite your best efforts and proper care, 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 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.
Excessive Claims
Our guarantee is designed to cover normal transplant loss, not repeated losses tied to site or care conditions. If a customer's warranty claims are well above a typical rate, Heirloom may ask for supporting information, such as site photos or a soil test, before approving more claims. If the cause appears to be the site rather than the plant or shipping, we may offer a different resolution, such as a consultation instead of store credit.
What You Need to Know: Proper Rose Care
For your warranty to apply, your roses need the care it takes to succeed. This means:
Planting & Environment:
• Planted within 2 weeks of arrival (in-ground or in an 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 overwatered nor underwatered): see our watering guide
• Appropriate fertilizer use: liquid fertilizers or OmniMeal only, with no other granular fertilizers
• Following our planting and care instructions
What's Outside Our Control
Our warranty does not cover:
• Common rose conditions: Blackspot, powdery mildew, RRD (rose rosette disease), and pests are natural challenges that gardeners address through proper care and treatment.
• Weather events: Extreme or abnormal weather (frost, heat waves, hurricanes, etc.)
• Neglect or improper care: Roses that haven't received appropriate attention
• Stolen or lost packages
Important Note on Roses from Other Retailers: This warranty applies only to roses purchased directly from www.HeirloomRoses.com. Roses bought from third-party sites (Costco, Walmart, Amazon, etc.) are covered by those retailers' policies, so please contact them directly.
90-Day Warranty for Perennials & Shrubs
Your perennials and shrubs are backed by our 90-day warranty (from the ship date). Peonies and bearded iris are covered under our Fall-Planted Bulbs & Roots guarantee below.
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. Please include photos of the plant and details about your care and growing conditions.
If approved: You'll receive 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. Please follow the care steps below.
Essential Care:
• Planted within 2 weeks of arrival
• Suitable for your USDA hardiness zone
• Given 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
• Stolen or lost packages
Fall-Planted Bulbs & Roots: Bloom & Growth Guarantee
Our fall-planted bulbs and roots arrive healthy, true to variety, and ready to thrive. Each plant grows and blooms on its own schedule, so each guarantee below follows that plant's natural cycle.
Bulbs, Corms & Tubers: First-Season Bloom Guarantee
Applies to: Allium, Anemone, Crocus, Daffodil, Fritillaria persica, Hyacinth, Iris (bulb-type), Ranunculus, and Tulip.
We guarantee these will reward you with blooms in the first spring after planting, when planted and cared for according to our instructions.
Peonies & Bearded Iris: First-Season Growth Guarantee
Applies to: Peonies and bearded iris.
Bare-root peonies and bearded iris rhizomes (thick, root-like stems that grow along the soil surface) spend their first year building roots rather than flowering. We guarantee your peony or bearded iris will produce healthy green foliage in the first spring.
Peonies often take 2 to 3 years to bloom, and bearded iris often wait until their second spring. A lack of flowers in the first year is not covered, as long as the plant is alive, healthy, and growing.
If Your Bulbs Don't Bloom or Your Roots Don't Grow
If your bulbs don't bloom, or your peony or bearded iris doesn't produce foliage, by the end of the first spring season after planting, submit a warranty claim using our online form. Please include photos and your planting details: date, depth, and location.
If approved: You'll receive 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 and roots must be:
• Properly planted: Follow our instructions for depth, spacing, timing, and location. Plant peony eyes (the small pink buds on the root) no more than 2 inches below the soil surface. Plant bearded iris rhizomes with their tops at or just above the soil surface.
• Suitable for your zone: Planted in the correct USDA hardiness zone.
• Properly stored: If you hold them before planting, keep them in the conditions our instructions describe.
• Purchased from us: Only items bought on www.HeirloomRoses.com qualify. Items from third-party retailers don't.
What's Not Covered
• Poppy seeds: Whether seeds sprout depends on soil temperature, moisture, and outdoor conditions beyond our control, so poppy seeds are sold as-is and are not covered by any bloom or growth guarantee.
• Environmental factors: Extreme weather (such as unseasonable freezes or flooding), disease, pests, and animals digging up or eating bulbs.
• Improper planting: Wrong depth, spacing, timing, or zone. Peonies and bearded iris planted too deep may never bloom.
• Storage issues: Damage from improper storage at home before planting.
• Stolen or lost packages
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. After 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 because of a manufacturing defect within 30 days, contact us and we'll make it right.
This guarantee covers structural defects only. It does not cover 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.
We're Here to Support Your Success
Before submitting a warranty claim, please reach out if you're having trouble with your plants. Our Customer Care team can often help you spot issues early and give 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.