Crystal Star Nursery Policies

Our Nursery is located at:

20815 2nd Concession, East Gwillimbury, Ontario, L9N 0G9

To ensure a smooth pick-up experience, all orders require a scheduled pick-up window. After placing your order, you'll be directed to your order summary page with instructions and a link to book your pick-up.

Once booked, you'll receive a confirmation email with your scheduled pick-up window, detailed instructions, and a link to reschedule if needed.

Please note:

• Do not arrive at the nursery without a confirmed pick-up window.
• Same-day or next-day pick-ups may be accommodated. Please call or email ahead with your request.
• Orders must be picked up within 14 days of purchase. Orders not retrieved within this time will be automatically cancelled and refunded, minus a 5% restocking/processing fee.
• If your order includes a blooming orchid, we recommend arranging pick-up as soon as possible to enjoy the blooms at their best. Blooms may faded while in our care, and refunds will not be issues for expiring blooms.
• If you do not receive a confirmation email after placing your order (please check our junk folder), contact us to ensure your email is correct. This helps avoid missing important updates about your order.

Do we have an upcoming event in your area?! Here's your chance to secure some precious botanical treasures and discover even more growing gems in person! 

Placing an order online to pick up is simple:

1. Checkout the event details
   Review the event information to ensure you're able to attend during event hours and note any important details such as admission fees.
2. Add your botanical treasures
   Browse our website and add your must-have growing gems to your cart.
3. Select your event pick-up location
   At checkout, choose your desired event under the shipping/pickup options
4. Book your pick-up time
   After completing your order, you'll be direct to your order confirmation page where you can schedule your pick-up window for the event.
5. Join us at the event
   Come visit our booth and collect your botanical treasures!

Picking Up on Some Else's Behalf
If someone else will be picking up your order, please forward them your confirmation email and notify us in advance with their name.

Please Note:

• If an event pick-up option is not available at checkout, we are not currently accepting orders for that event. Event ordering typically opens 1–2 weeks prior and closes a few days before the event to allow time for preparation.
• Event pick-ups may be subject to admission fees set by the event host and may vary by event. To comply with event guidelines, all orders must be picked up at our booth within the event space.
• Orders not picked up at the event must be arranged for nursery pick-up or shipping/delivery (if available, fees apply) within 7 days. After this time, orders will be cancelled and refunded minus a 5% restocking/processing fee.
  

Shipping is available for dry goods year-round and for plants between Spring-Fall, when weather permits. 

All of our orders* are shipped via trusted courier services (e.g. Canada Post, UPS, Purolator, or FedEX). Orders containing live plants are shipped using services with an estimated transit time of 4 days or less to ensure your botanical treasures spend as little time in transit as possible.

Orders are shipped Canada-wide on Mondays and Tuesdays (excluding holidays). For Ontario and Quebec destinations with a 1-day estimated transit time, orders may also ship on Wednesdays.

We do not ship orders with plants on Thursdays or Fridays, as we prioritize the health of our plants and aim to avoid extended transit times over weekends. This schedule helps ensure your growing gems arrive happy and healthy.

Once shipped, all orders will receive a tracking number. Please ensure arrangements are made to receive your package promptly and welcome your newest plant babies home.

Packaging & Plant Care

All orders are packed with care to give your plants the best chance of arriving safely. Whenever possible, plants are shipped in their growing medium (unless not required, such as air plants or bulbs) to reduce stress during transit.

Shipping Risks & Responsibility

While we take every precaution in packing, live plants are perishable. By placing a shipping order, you acknowledge the risks associated with shipping live goods. This includes, but is not limited to:

• Leaf Damage
• Delays, mishandling, or loss by the courier

These are not covered under our 7-Day Health Plant Guarantee.

Due to the nature of live plants, we are unable to offer or purchase shipping insurance. If your package is lost, please contact us and we will assist in submitting a claim. Please note that couriers do not accept claims for damaged live goods.

Failed Delivery / Returns

• Parcels that are returned to sender or not retrieved are not eligible for refund.
• Any additional shipping fees due to incorrect or incomplete addresses will be the responsibility of the customer.
• Orders may be held until outstanding balances are resolved.

Shipping Limitations

We can only to locations with an estimated delivery time of 4 days or less. If this is not available for your address, we will contact you with available options.

Some less-serviced or rural areas may have limited courier options or higher shipping rates. In these cases, additional shipping fees may apply, and we will reach out prior to processing your order to confirm.

Add-On Orders (Combined Shipping)

Multiple orders can be combined to save on shipping for a $10 add-on fee per order, provided:

• One order includes Canada-Wide Standard Flat Rate Shipping
• Orders are placed under the same account
• Orders are shipping to the same address
• The original order has not yet been processed or packed

Orders that have not yet been processed, picked up, shipped, or delivered may be cancelled in part or in full. Refunds will be issued to the original method of payment, minus a 5% restocking/processing fee.

As our plants are live, perishable treasures, we’re unable to accept returns, refunds, or exchanges once they’ve left our care.

Blooming / Spiking Plants

For plants offered in spike or bloom, timing is important. If your botanical treasure blooms out within the standard pickup, event, or shipping timeframe, we’re happy to offer a price adjustment where applicable.

However, if pickup is delayed beyond the allotted timeframe and blooms fade while in our care, refunds or adjustments will not be provided.

That said, we stand behind every growing gem we offer, which is why we provide our 7-Day Healthy Plant Guarantee.

Each of our botanical treasures is given plenty of TLC and hand-selected to ensure it’s ready for a new home and to thrive in your care.

Because of this, we’re proud to offer a 7-Day Healthy Plant Guarantee*. If the health of your plant doesn’t meet our standards within 7 days of arrival, we’ll make it right. At our discretion, an exchange or store credit will be provided.

*Some exclusions apply, see details below.

To submit a claim:

To submit a claim please email the following information to info@crystalstarnursery.com within 7 days of purchase. We will do our best to respond to you promptly, but it may take up to 3-5 business days.

• Date of Purchase along with proof of purchase, date of order receipt
  and method of retrieval (i.e pick up, shipping or delivery)
• Description of concern
• Photos of the entire plant with pot and of the concern.

Exclusions and additional details:

1. Offered on CSN plants purchased directly through CSN only.
2. Proof of purchase required.
3. Any in-person sales are final sales.
4. All dormant plants or bulbs are not covered by this guarantee.
5. Return shipping and shipping fees are not covered. 
6. Damage incurred due to mishandled, delayed, or lost packages as a result of the carrier, leaf damage and damage incurred due to improper care is not eligible for claim under this guarantee. 
7. All Botanical Treasure Lottery, discounted, sale and/or clearance
   products are not covered by this guarantee and are final sale. 
8. Plants that have been transplanted within 7 days of receiving the plant will be voided from this guarantee. 
9. Plants whose care has changed hands prior to being received by customer who placed the order are not covered under this guarantee ( e.g. order was picked up by alternate person or business, or plants were shipped to alternate person/address and cared for until owner was able to retrieve order).
10. We reserve the right to decline any claims.

Do you have a plant gem from us that isn't doing well and doesn't fall under this guarantee? Don't worry, reach out to us and we'll do our best to provide you with tips and tricks to help get your botanical treasure happy and growing again. 

We understand that group orders have long been a way for plant lovers to come together and access unique botanical treasures—especially in areas where options may be limited. That’s something we truly appreciate, and we’re continually working to expand access to our growing gems across Canada.

To ensure consistent, efficient, and responsive service, all group orders are treated as a single individual order. As such, all communication and customer care related to the order will be handled only with the individual who placed the order. This includes, but is not limited to, inquiries, claims, and any resolutions.

If a replacement or store credit is issued, it will be provided under the original order holder’s name and, where applicable, sent to the original shipping address.

To make the most of your experience with our botanical treasures—and to ensure each growing gem gets the care and attention it deserves—we encourage each Gem Grower to place their own order whenever possible.

Product limits are suspended until further notice, allowing you to shop to your green hearts' content!

If circumstances change and implementing limits would benefit our community, we will revisit the idea of product limits at that time.