Cross Country Nurseries - ChilePlants.com

Order Questions & Support


Need help with an order, or have a question before you place one? Start here.


Order Status & Tracking

  • Sign in to My Account to see your orders. Orders are trackable from there once they ship.
  • A notification will be sent on shipment with delivery details.
  • Live Plants ship Monday through Wednesday, to arrive Tuesday through Friday, during the delivery week you selected at checkout.
  • Not sure when your plants should arrive? See our Shipping Information and Safe Delivery Weeks.

Changes to an Order

  • Please let us know of any order changes 2 weeks or more before your scheduled ship date.
  • One week before your order ships, we charge your credit card (if you didn't pay via PayPal). When your credit card is charged, your order is locked and we can no longer make changes.
  • To request a change, send us a message with your order number and what you'd like changed.

Missing or Incorrect Items

  • Received a different variety than you ordered? It may be a substitute. We find the closest comparable variety when a plant isn't available. See Substitutes for how and why this happens.
  • We guarantee that our products are true to name.
  • If something is missing or doesn't look right, contact us with your order number and we'll sort it out.

Damaged Plants or Plant Concerns

  • In the case of damaged plants, we will replace right away.
  • Notification about orders that arrive damaged must be made in writing within 72 hours of receipt and include a picture. A picture is essential so we can provide information on how to save the plant, or that we can use to submit a claim.
  • Please keep all packaging materials, especially if boxes show UPS-transit damage.
  • Picking up? Please check your plants on pickup.
  • Having a problem later in the growing season? Email us and we'll be happy to troubleshoot. Our Pests and Disease Problems page and growing guides are a good place to start.
  • See Our Guarantee for the full details.

Payment & Billing

  • If you paid by credit card, your card is charged one week before your order ships.
  • If you paid via PayPal, payment is made when you place your order.
  • Question about a charge? Contact us with your order number.

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