What is Package Protection, and why is it being used for my order?
We offer Package Protection to ensure that your seedlings are protected against heat damage, theft, loss, and mishandling during their transit to your home.
Why do I need Package Protection for my seedling orders?
Package Protection helps ensure the safe arrival of our living seedlings, which can be vulnerable during transit. While our packaging is designed to protect them under normal conditions, we cannot always guarantee they’ll arrive healthy without added coverage.
To help avoid potential issues, we now require Package Protection for all seedling orders. This provides full protection against possible damage, loss, theft, or mishandling while your seedlings are in transit.
How much does the Package Protection cost?
The cost of the Package Protection is $2.15 per shipment for orders under $100. For orders over $100 it is 2.15%. This small fee ensures that your seedlings are protected and that you have access to a hassle-free replacement process.
Checkout Process
How will I know if I need to add Package Protection?
During checkout, a checkbox for Package Protection will appear at the breakout of your order. You can opt out, but doing so means your order will not be eligible for warranty coverage for shipping-related issues such as damage, loss, theft, or mishandling. The Package Protection is optional but strongly recommended to protect your order during transit.
Can I opt out of the Package Protection?
Yes, you can opt out of the Package Protection at checkout. However, opting out means that your order will not be eligible for warranty coverage in case of damage, theft or loss.
Can I add Package Protection after placing my order?
Unfortunately, no. Package Protection must be added at the time of checkout.
What if I accidentally opted out of Package Protection but want to add it?
If you opted out of Package Protection during checkout but have concerns, please reach out to our customer service team as soon as possible.
Coverage Details
What does the Package Protection cover?
Package Protection provides coverage for:
• Heat damage
• Loss or theft of the package
• Mishandling during transit
Does the Package Protection cover all items in my purchase?
Yes, Package Protection applies to all items included in your order.
Will Package Protection cover any damage to my seedlings after delivery?
Package Protection covers your seedlings during transit until they reach your doorstep. It does not cover damage that occurs after delivery, such as improper planting or care. We recommend following the care instructions provided. If you suspect issues with your seedlings upon delivery, please reach out to us as soon as possible.
Are there any limitations to the claims I can make with Package Protection?
While Package Protection provides comprehensive coverage, there are limits to the number of claims that can be made for frequent or repetitive issues. It’s best to ensure that your shipping details are accurate and that you’re available to receive your package to minimize the risk of problems.
Handling Claims
How do I file a claim if my seedlings arrive damaged or are lost?
If you have Package Protection, you can file a claim directly through our claims portal at https://www.lettucegrow.com/pages/claims. We will handle the replacement process, including placing a new order for you. This ensures a quick and convenient resolution without the need for you to contact us directly for replacements. You will have received an email from us after your order is placed with instructions on how to file a claim if needed.
How quickly will I receive my replacement order if I file a claim?
Typically, replacement orders are processed and shipped as quickly as possible. The exact timeline may vary depending on your location and stock availability, but Package Protection aims to provide timely replacements to minimize any inconvenience.
What happens if my replacement order is also damaged or lost?
If your replacement order faces issues such as damage or loss, it is covered under the same Package Protection. You can file another claim through the claims page (https://www.lettucegrow.com/pages/claims), and they will guide you towards a resolution.
Special Cases
What about the seedlings included with my Farmstand?
For customers purchasing a Farmstand with included seedlings, Package Protection coverage will be included free of charge. You will see that the coverage is included at no extra cost during checkout.
Additional Information
Can I get a refund instead of a replacement if my seedlings are damaged?
Package Protection will submit a reshipment of your damaged seedlings or provide a Lettuce Grow Gift Card for the value of the seedlings (and the value of any shipping fees, taxes, and Package Protection where applicable). If there are continued issues with replacements, Package Protection may opt to provide seedling credits which we recommend you use once the hot weather cools down a bit.