Retail Customers

Frequently Asked Questions

and

Answers

Q: How do I place an order?

Please send your request list via email to retailsales@elnativogrowers.com. You will receive a response to your request within 24 hours (M-F). Once you confirm, your order will be ready for pickup within 48 hours of the confirmation. Please remember, we are not set up for direct retail sales. Please do not come directly to our growing grounds without first confirming your order and receiving verification that your order is ready for pickup.

Q: May I pick out my own plants?

Unfortunately, due to our setup, you will not be able to select your own plants for your order. Our growing grounds are spread throughout Los Angeles and Ventura Counties. The material for your order may be coming from any one of our yards, sixty-five miles apart. Our employees are trained to pick the best material of the existing lots for retail orders. If the plant material is lower than retail quality, you will be notified in the initial response to your availability inquiry.

Q: Where can I pick up the plants that I have ordered?

Your plants may be picked up at our facility located in Azusa, CA. Please click on the link here for a map and directions.

Q: When can I pick up the plants that I have ordered?

You may pick up your ordered plants Monday through Friday between 7:30 A.M. and 3:30 P.M. or Saturday between 7:00 A.M. and 9:00 A.M. However, there are some Saturdays throughout the year when we must close our yards due to unforeseen circumstances. These Saturdays usually fall on the major spring and summer holiday weekends including Memorial Day, the Fourth of July, Labor Day, etc. If the Santa Fe Dam Recreation Area becomes filled with visitors, the entrance gates to our facilities are closed. To avoid disappointment, please call our offices on Friday for any available information.

Q: Will there be someone to help me load my car/truck?

We will provide assistance to load plant materials into your vehicle. Please bring the appropriate vehicle for the material that you will be picking up. And remember, the containers will be dirty. Please bring with you any material needed to cover your seats, liners, etc. We are not able to provide plastic, newspaper, etc to protect the interior of your vehicle.

Q: Do you ship plants?

At this time we do not ship plants outside of Southern California. Plants are available to the retail public through will call or delivery in Southern California only.

Q: Can you deliver plants to my house/job site?

If you have an order that meets our delivery minimums or includes larger fifteen gallon or boxed tree material that is too large to fit in a typical vehicle, we can make arrangements to have the material delivered to your house or job site. Deliveries can usually be made within 48 hours of the order confirmation provided that the order meets our minimum order requirements. All orders may be subject to modest delivery fees. We deliver throughout Southern California, north to southern Santa Barbara County and south to San Diego County. Our minimums and fees increase with distance.

Q: What types of payment do you accept?

At present, we accept exact cash, personal or cashier's checks, money orders, Visa, MasterCard, and American Express as forms of payment. During our Saturday business hours we only accept checks as a form of payment. You can, however, pre-pay for your order with a credit card during our weekday hours.

Q: How do I get a credit account?

At this time, all retail customers are C.O.D. We are not extending credit accounts to any retail customers.

Q: Do you have a catalog?

We do not have a catalog that we distribute to retail customers. However, please browse through our website for information about the wide range of plant materials that we grow.

Q: What is your return policy?

All claims must be made within three days of receipt of the plant material.

Q: Do you offer landscape design an installation services?

At present, we do not offer in-house design or installation services.

Please send your comments and questions to sales@elnativogrowers.com

Phone (626) 969-8449 * Fax (626) 969-7299

This page was last updated on 01/15/2009