Order and Delivery Information
Q: Is more material available than is listed as in stock in the online store?
A: Yes. The online store only shows a percentage of in stock material. If you do not see the quantities you need as in stock at the online store, please email us at firstname.lastname@example.org or call (626) 969-8449 and ask for Sales.
Q: Is all of the material that is listed on your availability lists currently available?
A: No. Our availability lists are not real-time and represent the availability at the time of the list was published. Availability changes daily and some items sell out very quickly. We do our best to update the priced (registration required) availability list a couple of times per month. The un-priced list is only updated one time per month. We recommend you double-check availability by sending an email to email@example.com with your inquiry before placing an order. Our online store inventory is updated daily.
Q: What is your minimum order size?
A: We have no minimum for customer pick ups from our yard in Azusa. You may order one plant or many thousand. For deliveries, we have a graded minimum order scale based on the delivery location. A summary of this information can be found on our Freight Rates page.
Q: Where can I pick up the plants that I have ordered?
A: Your plants may be picked up at our facility located in Azusa, CA. In most cases, orders placed by 12 P.M. can be picked up the following business day during regular hours. Please click on the link here for a map and directions. Please do not arrive at the yard unless your order has been confirmed as ready for pick up. Your salesperson will confirm if you order will be ready in the express pick up or regular pick up area.
Q: When can I pick up the plants that I have ordered?
A: You may pick up your ordered plants Monday through Friday between 7:30 A.M. to 11 A.M. and 11:30 A.M. to 2:30 P.M. in the express pick up area (must be prepaid) and between 7:30 A.M. to 12:00 P.M. and 12:30 P.M. and 3:30 P.M. in the normal pick up area. (And Saturday between 7:30 A.M. and 12:00 P.M.. with prior confirmation from your salesperson). Pick up is only available at our Azusa, CA location.
Q: May I come to the Azusa facility and pick up plants that I have not previously ordered?
A: We are not able to process orders that have not been previously placed as a general policy. That said, we will do our best to fulfill walk up orders as quickly as possible but at times there can be a significant delay. If you call or email ahead and give us an hour or two's notice, we can typically process your order provided the plant material is physically in the Azusa yard. Regardless, your salesperson will provide you with an estimate of the time it will take to process the order. Field personnel are not authorized to make any direct sales. Again, for same day orders, please contact your salesperson directly or call (626) 696-8449. Please do not use the online store for same day orders.
Q: What types of payment do you accept for orders not placed online?
A: For orders that are not placed on our online store, we accept exact cash (for customer pick up only), company checks, cashier’s checks, money orders, Visa, MasterCard, Discover, and American Express as forms of payment. Payment is C.O.D. unless you have an established and active account with El Nativo Growers. If you wish to pay with a credit card, please make arrangements with your salesperson before your delivery or will call. Drivers and field personnel are not able to process credit card transactions.
Q: What types of payment do you accept for orders placed online?
A: For online orders, we accept all major credit cards, PayPal, Google Pay, company checks, and exact cash (for customer pick up only). Payment is C.O.D. unless you have an established and active account with El Nativo Growers. Drivers and field personnel are not able to process credit card transactions so if you plan to pay with a credit card, please do so during the checkout process at the online store.
Q: Will there be someone to help me load my vehicle?
A: Yes. We will provide assistance to load plant materials into your vehicle. We are not able to load material larger than 15g manually. If you are picking up 24" material, please bring a vehicle with a lift gate or that can be safely loaded with a skip loader.
Q: Do I have to be present at the time of delivery and provide offloading assistance?
A: Yes. We provide curbside delivery only and require offloading assistance from your crew at the time of delivery. Our trucks are equipped with lift gates for safe offloading of 15g and 24" box material. You are responsible for moving the material once if is off of our truck.
Q: What do I do if my order does not meet the minimum for delivery?
A: There are a variety of options that we can offer to get you the material you need for smaller orders. We are often able to ‘piggy back’ orders onto trucks that are making other deliveries in similar areas. In this case, your delivery may be delayed until we have a truck in the area. Freight charges will always still apply. In fact, in many cases the freight charge will be higher than those listed on our delivery guidelines sheet depending on your final order size and the exact delivery location.
Q: I am outside of your normal delivery area. Is it still possible to receive a delivery?
A: Although our main distribution area is within the major Southern California Counties, we are able to deliver throughout the state of California with prior arrangements. In general we are only able to ship full trucks and additional freight charges usually apply. We do not have trucks making regular routes to Central or Northern California. We do not ship outside of California due to the additional complexity and costs.
Q: Can you hold plant material for me for future delivery?
A: Please click here for information about securing material for future delivery.
Q: How do I determine if I am a wholesale customer and eligible to receive wholesale pricing?
A: Wholesale customers include those the nursery and landscape trades: landscape contractors, landscape designers (established dba, corporation, etc.), landscape architects (established dba, corporation, licenses, etc.), plant brokers, retail nurseries, wholesale nurseries, municipalities, state agencies, environmental consultants, re-vegetation firms, and similar companies. We currently use an honor system and do not require you to show a business license, contractor's license or other proof of status unless you seek an exemption from sales tax as a re-seller. We are only able to sell to wholesale customers at this time. If you are not a qualified wholesale customer, we may be able to recommend a retail business near you that carries our plants or otherwise assist you if you Contact Us.
Q: How can I get the most accurate estimate for the material that I would like to purchase for a future (30 to 360 days) project?
A: Please contact your salesperson directly for an estimate for a future project. Please include the following information in your request for the most accurate estimate: Name of of the project, estimated installation date for the plant materials, container size, taxonomic name, and quantity. We are unable to provide estimates for future projects that do not have an installation dates for the plant materials.
Q: How do I get a credit account?
A: If you would like to apply for a NET 30 credit account, please contact our office or your salesperson directly for the necessary paperwork and instructions. In general, it takes approximately 2-3 business days to approve or decline an application for credit depending on the response time of your credit references. In order to keep a NET account active, you must keep your account current and purchase from El Nativo Growers regularly. Un-utilized NET accounts may revert to C.O.D. if there is no activity for a six month period. You may reapply for credit at that time.
Q: Do you give quantity discounts?
A: Yes. At El Nativo Growers, we typically offer discounts on our material for a variety reasons including quantity, quality, surplus stock, current market conditions, etc. Our priced availability lists and online store plant specific pages show all current discounts, which get updated at least once a month. Please contact your salesperson directly for any additional discounts that may be offered on your specific project list.
Q: My project requires that an inspector or another person individually tag the plant material we need for a project. How do I make arrangements?
A: If you are tagging 15 gallon material or above, please contact your salesperson to make arrangements to visit the yard where your material is located. Inform your salesperson the color of your tape and the material that you will be tagging. Unknown/unannounced tags are removed promptly to prevent confusion in our growing areas. At this time we do not allow hand picking of material smaller than a 15 gallon. If your project requires pre-delivery inspection, we will consolidate all of the material to our shipping area for inspection. In this case, please provide a minimum of 48 hours notice and contact your salesperson to make specific arrangements.
Q: Do you allow hand picking/specific selection of plant material?
A: Yes. We allow hand picking/specific selection of 15 gallon material and larger only with prior arrangements with your salesperson. At this time we do not allow hand picking of material smaller than a 15 gallon. Our field crews are trained to pull quality material to match each order. If you would like to view your order before it is shipped, please contact your salesperson at least 48 hours before the scheduled delivery to make arrangements.
Q: Do you broker material?
A: Yes. We are able to broker material on a case by case basis when it is sensible for both parties. We work with a wide-range of growers to fulfill your requests. We do not handle material larger than 24" boxes under any circumstances.
Q: Do you ship plants via Federal Express, UPS, etc?
A: No. At this time we do not ship plants by any method other than our own or third party trucking. The vast majority of deliveries are made in our own trucks.
Q: Do you buy back used containers?
A: No. As a general rule, we do not buy back used containers for customer credit. If you have containers in good condition that you would like re-used, please contact us to see if we are able to put them back into production. Please contact your salesperson if you have a specific request that we may be able to fulfill.
Q: What is your return policy?
A: All claims must be made within three (3) days of receipt of the plant material. All of our terms and conditions can be found on the reverse of each invoice and/or delivery ticket. Certain returns are subject to a 15% restocking fee. A 35% restocking charge and return freight will apply if material was previously approved through photographic or physical inspection and subsequently returned. No material may be returned that has been improperly stored, mishandled, planted, or otherwise processed.