What is Package Protection?
Lettuce Grow Package Protection protects the contents of your order in the event that it is lost, stolen or damaged in transit.
Package Protection is included automatically as part of your first order of seedlings that come with your Farmstand or Counterstand. We highly recommend Package Protection for all other orders, especially for live seedlings. By electing to purchase live seedlings without Package Protection, you assume all risk for seedlings that arrive in poor condition.
NOTE: All Package Protection claims must be filed within 21 days from the delivery date, or from the last tracking update, as reported by the shipping carrier.
What We Cover
Packages presumed to be lost
An item is considered lost if it is never reported by the carrier as delivered, and if 7 days have passed since the last tracking status update for domestic shipments (or 20 days for shipments to Canada). A claim must be filed within 21 days of the last tracking update.
Only part of an order was delivered
If a single order is shipped in multiple packages and any package(s) does not arrive, Lettuce Grow will consider the undelivered package(s) lost if they do not arrive within 7 days of the first package's delivery. A claim must be filed within 21 days of that first delivery date. If no packages in your order arrive, please refer to our lost package policy.
What We Don’t Cover
Invalid address, delivery barriers, or packages marked “return to sender”
Lettuce Grow will not consider a package lost if a shipping carrier is unable to deliver a package due to an invalid or undeliverable address, an unexpected delivery barrier (for example, a locked gate), or if you refuse the delivery.
Incorrect address entered at checkout
Lettuce Grow will not consider a package lost if the wrong address was entered at the time of purchase. If the package has already shipped, you can reach out to the shipping carrier to divert the package to the correct address.
Order marked “pre-shipment” “label created” or “shipment information received”
Lettuce Grow will not consider a package lost if its tracking number reads as “pre-shipment,” “label created,” or “shipment information received.” These orders are in the fulfillment process—the package has simply not been scanned in yet by the shipping carrier.
Stolen Items Policies
Delivered but missing package
Lettuce Grow will consider a package stolen if the package is marked as delivered but you did not receive it and 48 hours have passed since the carrier confirmed the delivery. A claim must be filed within 21 days of the reported delivery date, but no sooner than 48 hours to account for the possibility that the package may be found on the premises or was marked as delivered prematurely by the carrier.
Delivered to wrong address
Lettuce Grow will consider a package stolen if you provided the correct address at checkout, but the shipping carrier delivered it to the wrong address (i.e., different from the address on the shipping label). A claim must be filed within 21 days of the delivery date, but no sooner than 48 hours to account for the possibility that the carrier may correct their delivery error, or the actual recipient may hand over the misdelivered package.
Damaged Items Policies
Damaged Items
Lettuce Grow will consider an item damaged if it is unusable upon receipt due to damage in transit. We require evidence of the damaged item (e.g., photos or video) as part of the claims filing process. Claims for damaged orders must be filed within 21 days of the delivery date.
Miscellaneous Policies
Claim filed too late
All Package Protection claims must be filed within 21 days of the delivery date. If your package was never delivered, claims must be filed within 21 days of the last tracking update reported by the shipping carrier. If a claim was filed after 21 days since it was lost, stolen, or damaged, Lettuce Grow reserves the right to deny the claim.
Package Protection purchased on accident
Package protection is included automatically and free of charge as part of your first order of seedlings included with your Farmstand or Counterstand purchase.
For all other orders, if you purchased Package Protection but don’t want it—and your order has not already been assigned a tracking number—please reach out to our customer service team to request a partial refund. We highly recommend Package Protection on all orders that include live seedlings! By electing to purchase live seedlings without Package Protection, you assume all risk for seedlings that arrive in poor condition.
Expedited shipping delays
Lettuce Grow Package Protection does not cover shipping carrier delays or lateness on expedited shipping (overnight, 2-Day, etc.), if late shipping was the only issue with the delivery.
Warranty claims and other returns
Package Protection is not the way to start a return if you want to make a warranty claim on your purchase, or would like to start a regular return. Please reach out to our customer service team to begin a warranty claim or to return your order.
How your claim is resolved: replacements and refunds
For any order where the entire order is lost, stolen or damaged, the order will be replaced in full for free.
For any shipments that were only partially lost, stolen or damaged, claim approval will result in a credit for the amount of the impacted item(s). You can then elect to purchase a replacement item immediately, or add a replacement to your next order!
Any lost or damaged “starter seedlings” that came free as part of Farmstand or Counterstand will be replaced free of charge.