Shipping Policy

Where we ship

Residential pieces ship free to addresses in the United States, and every US order includes tracking. Made-to-order pieces that show an add-to-cart button also ship free and tracked to addresses in Canada, with duties and import fees included in the price. Canadian delivery of other residential pieces, and all commercial pieces, are quoted individually.

For any other delivery outside the United States, including a quoted Canadian delivery, duties or import taxes are the responsibility of the recipient and are set out in your quote before you pay.

How long it takes

United States: delivery is free and tracked, and takes 2 to 10 business days from order. Made-to-order pieces are the exception: they are made after you order, so each one shows its own delivery time on its product page, and that time applies to your order.

Canada: made-to-order pieces bought at checkout are delivered free and tracked, and take the Canadian delivery time shown on their product page. Other Canadian delivery is quoted individually. Custom heights and finishes other than the listed ones are available by quote and take longer. The estimated lead time is given in writing with your quote before you commit.

Large and project-scale pieces

Some large and project-scale pieces are quoted individually, because freight, access and delivery scheduling have to be arranged for the specific site. Request a quote and we will price the piece and its delivery together. Where a piece shows an add-to-cart button, its price includes delivery within that storefront's country and its product page states the delivery time.

Price is not the only thing that puts a piece on the quote route. Architectural and commercial-scale pieces, and made-to-order pieces without an add-to-cart button, are quoted whatever their price, which is why some inexpensive items, such as screening panels sold by coverage, carry a quote request rather than an add-to-cart button. If a product page shows a quote request, that is the route for that piece whatever its price.

On arrival

Shipping damage is the most common problem in this category. Please inspect the pot, trunk and packaging before you accept delivery, and photograph any damage before unpacking further. Damage reported with photographs within 48 hours of delivery is resolved by repair, replacement or refund, at our cost and at our choice.

What to expect when you unpack

Every tree ships compressed, with branches folded against the trunk so the box survives transit. It will look flatter and thinner than the photographs until you open the branches out by hand. This is normal and is not a defect.