Our 100% Guarantee – Real People, Real Bonsai
Effective date: March 2026
At Bonsai Outlet, we’re not a giant warehouse or a faceless marketplace. We’re a real team of bonsai people, packing real trees, tools, pots, and supplies every day for customers across the country.
We’ve been working with bonsai for decades, and we care deeply about doing right by our customers. Our goal is simple: ship quality products, communicate honestly, and handle problems fairly when they happen.
That is what our 100% guarantee means.
What We Stand Behind
We stand behind the accuracy of your order, the care we put into packing it, and the condition of the products we send.
If we make a mistake, if an item arrives damaged, or if something is clearly wrong with your order, we want to hear about it right away so we can review the issue and work toward a fair solution.
We believe in treating customers the way we would want to be treated: with respect, honesty, and common sense.
Live Bonsai Trees
Bonsai are living plants, not manufactured products. We take significant care in preparing trees for shipment, including watering them thoroughly, securing the pot and root ball, and packing them carefully to reduce movement and stress during transit.
That said, live plants can experience normal shipping stress. Leaf drop, flower drop, minor leaf burn, or shifted soil may happen in transit and do not necessarily mean the tree is unhealthy.
If your tree arrives in a condition you are concerned about, you must contact us within 24 hours of delivery and include clear photos of the tree, the packaging, and the box. This allows us to document the issue and determine the best next step.
Because bonsai are living things and their health after delivery depends on care, environment, watering, light, temperature, and other factors outside our control, Bonsai Outlet makes no warranties on live plants once they leave our nursery.
All one-of-a-kind and specimen bonsai are sold as is and are final sale. No refunds or exchanges will be offered except in cases where we determine there was a shipping issue, arrival damage, or an error on our end that was reported promptly.
Specimen and One-of-a-Kind Trees
Specimen bonsai are unique and often impossible to replace. For that reason, all specimen and one-of-a-kind trees are sold as is and are considered final sale.
If a specimen tree arrives damaged, you must notify us within 24 hours of delivery with clear photos. We will review the situation and determine what remedy, if any, is appropriate based on the circumstances.
Non-Living Products
Most non-living items, including tools, pots, and accessories, may be returned within 30 days if they are unused and returned in original, resellable condition.
If we made the mistake, we will make it right.
If you ordered the wrong item, changed your mind, or no longer need it, we are happy to review a return on eligible items. However, as a small business, we are not able to cover return shipping costs for customer ordering mistakes. Return shipping in those cases is the responsibility of the customer.
Original shipping charges are non-refundable unless the return is required because of our error.
Non-Returnable Items
The following items are not eligible for return unless they arrived damaged or there was an error in your order:
- autographed or special-edition books
- customized items, including corporate gifts
- gift cards
- bulk or wholesale purchases
- opened fertilizers, pesticides, pastes, or soil products
How to Help Us Help You
If there is a problem with your order, please contact us as soon as possible.
For damaged items or live plant concerns, please include:
- clear photos of the item
- photos of the packaging
- photos of the shipping box
The sooner we hear from you, the better we can assess the situation and help.
A Realistic Promise
We may not operate like a giant online retailer, and we’re okay with that. We’re a working bonsai nursery and a small business. That means we do our best to handle every order carefully, answer questions honestly, and resolve issues reasonably.
If something is on fire, we respond quickly. If something can wait a little, it may need to wait a little. But we do see it, we do care, and we do our best to make things right when they should be made right.
That is our guarantee.
For full details on shipping, returns, and eligibility, please review our Shipping & Returns Policy.