Shipping and Ordering Information
At Heirloom, we're committed to delivering healthy, beautiful plants right to your door. This guide will help you plan your order and ensure your roses and plants arrive at the perfect time for planting success.
How to Order
Roses: Our potted, greenhouse-grown roses ship year-round. Order anytime and select your preferred delivery date up to 8 months in advance. If you order during the off-season, we'll care for your roses in our greenhouse until your chosen delivery date.
Perennials: These ship seasonally during the growing season, based on availability and optimal planting times for your region.
Bulbs: Bulbs begin shipping in early fall, timed to your hardiness zone. Plant them after your first frost but before the ground freezes for best results.
Payment
Payment is due in full at the time of ordering to secure your order and ensure we can prepare your plants. All US prices are in USD with applicable sales tax added at checkout. All Canadian prices are in CAD and include all duties and taxes in the listed price.
Planting Guidance: Timing is Everything
Select an estimated delivery date that aligns with your local climate and hardiness zone to ensure your plants receive the best possible start.
Roses: Plan to plant about 6 weeks before your first hard frost. Avoid planting during extreme heat or cold weather. We use a tool to estimate U.S. customers’ hardiness zones while browsing our site. For the most accurate results, please use our Hardiness Zone Finder and enter your ZIP code to confirm.
Perennials and Bulbs/Tubers/Roots: These plants are available to ship seasonally.
Delivery Scheduling
US Customers: Choose your preferred arrival date at checkout. We'll show you available dates based on the time needed to prepare your order, plus carrier transit time to your location.
Canadian Customers: Select your preferred ship week during the planting season. Your order will ship during that week, and the estimated transit time will be displayed when you enter your address at checkout.
Important: Delivery dates are estimates based on standard carrier transit times. While we do our best to ensure timely delivery, we cannot guarantee specific delivery dates due to factors outside our control, such as weather, carrier delays, or other unforeseen circumstances.
Shipping Costs & Service Areas
Free Shipping
Orders of $125 or more (after discounts) ship free to addresses in the continental United States only
Standard Shipping Fees
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Continental US orders under $125: $19 flat rate
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Alaska & Hawaii: $25 per item
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Canada: Carrier-calculated rate (shown at checkout)
Important Notes:
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Free shipping applies to single orders only. Multiple orders placed separately cannot be combined to reach the $125 threshold.
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We do not ship to US territories or to the following Canadian provinces: Yukon, Northwest Territories, and Nunavut.
Shipping & Delivery
Carriers & Tracking
We ship via FedEx or USPS, depending on the item. PO Box addresses will ship via USPS. You'll receive tracking information via email as soon as your order ships. Orders with multiple items may ship in separate packages with different tracking numbers.
What to Expect When Your Roses Arrive
To protect plants during transit, roses may arrive with minimal foliage. This is completely normal! Leaves will emerge within 2–3 weeks of planting when your rose settles into its new home.
For more information and video examples, please engage here to see more information.
Delivery Issues
While we cannot be held responsible for packages lost or stolen after carrier delivery, if you experience any delivery issues, please contact us immediately—we'll do our best to help resolve the situation.
Order Changes & Cancellations
Making Changes
Need to modify your order? Please contact our Customer Care team as soon as possible via chat, email, or call us at 800-820-0465. Changes cannot be made once your order has entered into processing.
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US Customers: Contact us ideally 14 days or more before your estimated arrival date.
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Canadian Customers: Contact us ideally 14 days or more before your scheduled ship
Plant Tags & Stakes
Please note: Custom-engraved plant tags and stakes cannot be canceled or refunded once your order is placed, as they're personalized specifically for you. Orders including tags require 2 additional business days for processing.
Cancellations After Shipping
If you need to cancel after your order has shipped, you'll be responsible for return shipping costs.
Address Corrections
If you need to redirect a shipment due to an address error, you may incur carrier fees for address corrections.
Split Shipping
Orders cannot be split and sent to multiple addresses. If you need plants shipped to different locations, please place separate orders.
Our Quality Guarantee
Every rose we ship is:
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Healthy and robust
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Own-rooted (not grafted)
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Virus-free
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True to variety
1-Year Warranty
We stand behind our roses with a 1-year warranty from the ship date, provided the rose is planted according to hardiness zone guidelines and receives proper care. If you experience issues with your rose, contact us, and we'll work with you to make it right.
Read our complete warranty policy HERE.
Returns & Refunds
Live Plants
We cannot accept returns on live plants. However, if you have concerns about damage or quality issues upon arrival, please contact Customer Care within 3 business days with photos so we can assess the situation.
Plant Tags & Stakes
Custom-engraved items cannot be returned or refunded.
Other Merchandise
Non-plant items may be returned within 14 days in new, unopened condition. Customers are responsible for return shipping costs.
Refund Processing
Approved refunds are processed to your original payment method within 7–10 business days.
Questions?
Our Customer Care team is here to help!
Contact Customer Care:
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Chat on our website
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Phone: 800-820-0465
We're passionate about making the world beautiful, one plant at a time, and want your growing experience to be wonderful from start to finish.
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