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Customer Service

When you shop with us, be assured that each product has been reviewed by our staff. We know you want quality products, so we scrutinize every product in our catalog to ensure that it meets our high standards. We are committed to excellent customer service and are happy to assist you.

Customer Service

(888) 784-1722
helpdesk@groworganic.com
Monday - Friday, 8:30am - 5:00pm PST

    General Gardening Questions

    (530) 272-4769 
    (888) 784-1722 Ext. 135
    Monday - Friday, 8:30 am - 5:00 pm PST

    Retail Store & Nursery Location     

    Peaceful Valley Farm & Garden Supply
    125 Clydesdale Court
    Grass Valley, CA 95945

      Hours

      Monday - Friday, 8:30 am - 5:00 pm
      Saturday, 9:00 am - 5:00 pm
      Sunday, 10:00 – 4:00 pm

        Mailing Address     

        Peaceful Valley Farm & Garden Supply
        P.O. Box 2209
        Grass Valley, CA 95945

         

        Return Policy

        Here at Peaceful Valley Farm & Garden Supply, we want you to be happy with your purchase. That’s why we are committed to providing you with the highest quality products at the fairest prices. However, we do understand that sometimes things happen, and you may want to return an item. Because we still have not been able to locate an organic money-growing tree, we do have to set in place some guidelines on what can and cannot be returned. Please take a minute to read through our Return Policy, and contact us toll-free at (888) 784-1722 ext. 125 if you have any questions or need for clarification – we’ll be happy to answer them!

        You may return your unused, like-new, non-perishable item in its intact original packaging within 30 days of the purchase date (or delivery date) with your receipt for a refund of the purchase price of that item (excluding any shipping costs). If you do not have your receipt, we will search your customer record for the related invoice. Unfortunately, we are not able to accept returns of items that have been used, as we are not able to resell them as new, or send them back to vendors, simply because the item did not meet your expectations. If you’re returning an item that you bought via mail order, please contact our customer service department to make sure your item is able to be returned. You can contact our customer service department at (888) 784-1722, or by emailing helpdesk@groworganic.com.

        Due to the variety of different items that we sell, there are some restrictions we must place on specific types of items that you may want to return. Please read the following to determine if the item you’d like to return falls under any of the following categories:

        Non-Returnable Items:
        Special orders, items shipped directly from the manufacturer (unless the return is pre-approved by the vendor), custom mixes, custom cuts (i.e., greenhouse poly, shade cloth, etc.), nursery plants, bargain items, broken bag items, and beneficial insects are not returnable under any circumstances due to our inability to resell them, or to receive credit from the manufacturer.

        Missing or Damaged Items:
        If something arrives damaged, defective, or dead, please contact us immediately. If something is missing from your shipment, be sure to check the package thoroughly as small products can often be hidden in packing material. Also, remember that many shipments come in multiple boxes and that boxes can get separated in transit.

        Defective Items:
        Items that are not covered under any warranty but that you deem “defective”, i.e., stopped working and/or broke after a short while, will be dealt with on a case-by-case basis in collaboration with the corresponding supplier. Please note that defective units may be repaired or replaced at the manufacturer’s discretion, and that this process generally takes a few days. All defective items being returned must be complete, clean and soil-free. Sprayers must be rinsed, drained, dry and free of chemical smell.

        Items Covered Under Manufacturer’s Warranty:
        For products covered under Manufacturer’s Warranty, replacement (or credit) will be issued once the manufacturer has reviewed the claim and agreed that it is covered under their warranty. Please note that this process generally takes a few days, and some vendors may require that you ship the item back directly to them (for their examination), so please always call us first before returning the item.

        Food Processing Items:
        For hygienic reasons, any food processing item that has been opened, even if it has not been used, will be subject to a 15% restocking fee as we will resell the item at an “open box” discount.

        Perishable Items (3-Day Return Policy):
        We guarantee the perishable items we sell to be in good, viable condition when we sell them. Perishable items include, but are not limited to, garlic bulbs, flower bulbs, seed potatoes, onion sets & transplants, bare-root trees, vegetable crowns… etc. If your perishable item arrives in substandard condition, take photographs and please contact us within 3 days of the purchase date (or delivery date) and we will provide you with a refund of the purchase price (excluding shipping costs), or a replacement. Accordingly, we urge you to open any boxes marked as “Perishable” immediately upon receiving them and inspect the shipment thoroughly (do not crack open heads of garlic, we do not accept claims on cracked garlic). Because some perishable items can deteriorate very quickly, we cannot accept any claims beyond the 3-day time frame as it becomes too difficult to determine if these items were delivered in substandard condition, or if they turned into such substandard condition because of having been improperly cared for or stored once delivered.

        Limited Product Guarantees

        Peaceful Valley Brand Seed Germination Guarantee
        All of our Peaceful Valley brand seeds are guaranteed to germinate. If a significant amount of your seeds did not germinate, please contact us and we’ll be happy to send you replacements. Please note that once germinated, this guarantee no longer applies if your plant dies.

        Limited Dormant Tree & Plant Guarantee (when planted in the ground by April 1st or 1 week after delivery if delivery occurred after April 1st)
        Claim Deadline is June 1st (with the exception of persimmon trees, which have a deadline of June 15th). Claims placed after June 1st (or June 15th for persimmon trees) will be denied.

        Please note: Our trees will come to you pruned to approximately 4 ft. in height to put the tree’s stored energy into root development vs. foliage production.

        What We Guarantee
        Our only guarantee is that your dormant tree/plant will arrive in good, viable condition and will leaf out by May 15th (historically 98% of our trees do). This guarantee is only available to customers who purchased their tree/plant directly from us, and who planted their tree/plant in the ground by April 1st or one week after delivery if delivery occurred after April 1st. If the ground in your zone is still frozen solid, you may plant your tree/plant temporarily in a pot. Olive trees and potted trees are NOT dormant; therefore, they are NOT covered under this guarantee.

        What We Cannot Guarantee
        We cannot guarantee that your tree/plant remains alive & healthy, or bears fruit, as there are too many variables beyond our control in order to do so (i.e., soil preparation, planting, fertilization, weed & pest control, adequate irrigation and/or drainage, chill hours, compatibility with your growing zone, proper choice of pollinator, etc).

        How to Request a Bare Root Tree/Plant Credit
        If your tree/plant does not leaf out by May 15th, please follow the steps below to submit a claim. The deadline to contact us for a "leaf out" credit is June 1st - any claims submitted after this date will be denied (with the exception of persimmon trees, which have a deadline of June 15th).

        1. Before you call or email, please perform a "scratch test." This test consists of checking for green under the bark. For more information on this simple procedure, watch our video.
                  - If the area under the bark is green, give your tree a bit more time. It is still alive, but hasn't fully emerged from dormancy. Offer it some fertilizer and ensure that it is getting deep root watering at least once a week. Also, check that it is receiving enough sunlight and that the weather is warm enough for that type of tree/plant to come out of dormancy. If you have any questions, please let us know.
                  - If the scratch test shows a brown cambium, the tree/plant is dead or dying. Please proceed straight to step #2.

        2. If the scratch test shows a brown cambium or if your bare root tree/plant has not leafed out by May 15th, please email us at helpdesk@groworganic.com and include the following information:

                 - Your Name:
                 - Order Number:
                 - Name of Plant and Quantity Affected:
                 - At least 3 photos of the affected plant(s) that show:
                    1. the roots (you need to pull it out of the ground)
                    2. the scratch test area
                    3. the entire plant

        Upon receiving all of the above information, we will review your claim and issue you a credit (not a refund) for the purchase price of your tree/plant (excluding shipping).*

        (*) We reserve the right to not issue credit for items already replaced. We also reserve the right to require photographic evidence that the tree/plant was not killed by root rot, rodent or mechanical damage.

        Limited Seed Garlic Guarantee (When Planted by November 15th)
        Claim Deadline is 45 Days from Purchase or Delivery. (Claims placed after December 31st will be denied.)

        What We Guarantee
        Our guarantee is that the seed garlic we sell will germinate, provided you follow the steps listed in our Garlic Planting & Growing Guide. This guarantee is only available to customers who purchase their seed garlic directly from us.

        What We Cannot Guarantee
        We cannot guarantee that your garlic will remain alive & healthy, or sizes up properly, as there are too many variables beyond our control to be able to do so (i.e., soil preparation, fertilization, weed and pest control, temperature control, irrigation, etc.).

        How to Request a Credit
        If you encounter a significant lack of germination of your garlic (over 50%), please contact us by email within 45 days of delivery. If we determine that your garlic had a significant lack of germination, we will issue you a credit (not a refund) for the purchase price of your garlic (excluding shipping). * This 45-day time frame is meant to allow you up to 2 weeks to plant your garlic, and up to 4 weeks to check for signs of growth.

        Please email us at helpdesk@groworganic.com and include the following information:
                 - Your Name:
                 - Order Number:
                 - Name of Plant and Quantity Affected:
                 - At least 3 photos of the affected plant(s) that show:
                    1. the roots (you need to pull it out of the ground)
                    2. the scratch test area
                    3. the entire plant

        (*) We reserve the right to not issue credit for items already replaced. We also reserve the right to require photographic evidence of the lack of germination of your garlic.

        Seed & Plant Limitation of Remedy
        We warrant, to the extent of the purchase price only, that the seeds & plants we sell are as described in our catalogs, website and/or labels within recognized tolerances. No other warranty is given, expressed or implied, of the merchantability or fitness of the seeds & plants that we sell for any particular purpose, or against loss due to any cause. We cannot accept any responsibility for the many growing and climactic conditions beyond our control (i.e., soil preparation, fertilization, weed and pest control, temperature control, irrigation, etc.) that must be met to ensure the success of your crop(s) or plant(s). In no event shall we be liable for any direct or indirect damages or consequential losses arising out of the use or inability to use the seeds & plants that we sell, notwithstanding the failure of the essential purpose of any remedy.

        Product Limitation of Liability
        Peaceful Valley Farm Supply, Inc.’s liability, with regards to the purchase and/or use of any products sold, is strictly limited to the replacement (or refund of the purchase price) of the product. Peaceful Valley Farm Supply, Inc. disclaims all implied warranties of merchantability and fitness for a particular purpose. In no event shall Peaceful Valley Farm Supply, Inc. be liable for any direct or indirect damages or consequential losses arising out of the use or inability to use the products, notwithstanding the failure of the essential purpose of any remedy.

        We value your feedback.  If you see any other issues on our website that you would like to share with us, please fill out our Bug Reporter here.

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