Frequently Asked Questions

Warranty:

Why do I need to return the dead plant to the nursery?

Usually, in order to warranty a plant we need to determine if we can the cause of death and if the item qualifies for warranty. There are a number of conditions that will void our warranty (check out our warranty here). To make this determination we must inspect the plant itself or in some cases a picture sent in to us can serve the same purpose. In the case of large wire basket trees a site visit may be arranged if pictures are not sufficient. If you would like to get the process started please email us pictures of the dead tree or shrub along with your invoice number and we will get back to you with next steps. Pictures should include the whole plant (top to bottom) and the surrounding area. If we are unable to determine if the warranty conditions are met we may ask for more pictures or that the plant is returned. 

Why does sunstar only offer a 50% warranty?

Plants are a living, perishable product and their survival is directly dependent on the planting process and care (watering, weeding, fertilizing) received within the first year of being installed. A 50% warranty reflects this shared responsibility. Sunstar Nurseries Ltd. maintains strict quality controls of our inventory and as such are confident material purchased from us will do well under proper conditions. We strive to offer the best information for planting and caring for plants purchased from us. 

What conditions will void my warranty?

Conditions that will void our warranty are usually related to physical damage, improper drainage/site selection or care. Please see our warranty sheet here for conditions that will void the warranty.

why does sunstar not warranty plant material purchased by my landscape contractor for my yard?

Plant material purchased through a wholesale partner is then sold to the customer by that landscaper/company. In other words, the customer (you) purchases said plant material from the landscaper/company, NOT from Sunstar Nurseries Ltd. Therefore, any warranty or guarantee for the customer would be the responsibility of the landscaper/company that provided the plant material to the customer. Whether a landscape contractor offers a warranty is outside the responsibility of Sunstar Nurseries Ltd. We strongly recommend doing thorough research when choosing a landscape professional and asking about their warranty (if any) before hiring. If you would like to have our warranty on your plant material we recommend purchasing directly as a retail customer. We are able to keep purchased material for pick up by your landscaper, and so long as they are planted and cared for according to our instructions they would qualify for warranty. Please feel free to call or email for more info on this matter prior to making your purchase or choosing a landscape contractor. 

Why do i need to wait until june 15th to make a warranty claim?

Many plants take a long time to emerge/leaf out in spring. Particularly material planted in the previous season or after a hard winter. We very often see customers pull out plants to return for warranty in the spring that were actually alive and still dormant. For this reason we ask that customers wait until June 15 to give plants lots of time to come out of dormancy. Please be assured that warranty for invoices dated earlier than June 15 will be honored until that date.  

Planting, Watering & Maintenance:

When is the best time to plant?

While many gardeners and landscape professionals have preferred planting times for different species, we usually recommend making this decision based on your own circumstances. What is more important is the care taken in planting and maintaining until establishment. Consider your schedule (do you plan on leaving for an extended period during the season? do you have an event that you would like the yard to look nice for? would you prefer to buy material at a discount at the end of the season?). Trees, shrubs and perennials can all be planted well into fall and as early as May (providing soil is thawed enough to dig). If you can avoid planting in high heat do so. If you can avoid planting/digging in saturated soils do so. Aside from that the short answer is that the best time to plant is when you have the time and means to plant knowing you or someone will be able to moniter the installation for watering for a few weeks after.

How do I know when my plants need water?

The most obvious sign that your plants may need water are flagging of leaves (wilt). However; flagging is a stress response and overwatered plants will also flag. To avoid this stress do not wait for flagging to water. Monitoring the soil is the best way to determine if your plants need water. Stick your fingers deep into the soil, getting right into the rootball or as close to as possible. This is the area that should be cool and evenly moist but not wet/sticky. When the soil in this area is dry to the touch it is a good time to water. See more watering info here.

What kind of fertilizer/ammendment and how much do I use when planting?

When planting new trees, shrubs and perennials we always recommend a trifecta of bonemeal, root booster (transplanting fertilizer), and root rescue (a mycorrhizae product). Bonemeal is mixed or added in layers with the backfill material. Root booster and Root Rescue are mixed with and watered in (separately) after planting is done. To calculate how much of these products you should use please see our amendment chart here.

do I need to buy soil to plant with? how much?

Usually additional soil is needed when planting. In our area and in new neighborhoods especially you are likely to hit sticky gray clay below the topsoil. This clay or subsoil is not suitable backfill for planting in and usually needs to be replaced with a garden mix or 1 part compost and 2 parts topsoil. Ideally plants should be planted entirely with the native soil that they will be living in, however clay is an exception so be sure to save any workable soil that you dig out of the hole to mix with the new garden mix, even if it seems poor. Depending on your yard you may have sufficient topsoil or workable soil to plant with so it is a good idea to do some digging before purchasing plants and soils so you can determine how much amending soil you will require. See our soil & compost chart here for amounts generally required for our different container sizes. 

how do i fertilize my plants after they are established?

After your plants have been growing for a year or so they can be considered "established" or close to. Established plants usually benefit from yearly fertilizing with a balanced tree & shrub fertilizer. We recommend a slow release granular fertilizer that has a balanced formulation (all 3 numbers are relatively close, first number is not much higher than other 2) that can be sprinkled around the plant once a year. Liquid fertilizers are acceptable as well but be aware they are fast acting and it is easier to 'burn' plants with so mixing properly is very important. Liquid fertilizers usually need to be applied more than once in a season. Fertilize in spring after plant has broken dormancy and has foliage. As a rule it is better to air on the side of less is more when it comes to fertilizer. Ideally the soil and compost (organic material) that the plant is planted in should be providing plenty of nutrients to your plants. Fertilizer is not medicine and will not solve growth problems. In fact we usually don't recommend fertilizing struggling plants as there is usually something else at play. Do not apply fertilizers after August 1st (except root booster and bonemeal for NEW plantings)

why does sunstar recomend keeping mulch/gravel/fabric away from the base of plants?

This is a common question, especially since it is still the practice for many landscape contractors to mulch and fabric right up to the base of plants. Weed Barrier Fabric in the first place should never be placed over the root ball or within the immediate root zone of any plant regardless of how long the plant has been established. Weed barrier fabric while serving a purpose in some applications provides zero benefits to plant material and its use is entirely to lessen maintenance for people. Fabric does not allow enough air and water to move freely around the plants root system, trapping moisture in the soil (preventing evaporation and drainage) and keeping water from soaking into soils. This results in soil devoid of the oxygen required by all plant roots. If using fabric give each plant as much room as possible around it that is open soil, especially for the first few years when soil oxygen is pivotal for proper root development and establishment. Gravel or decorative rock can cause some of the same issues and are almost always used with fabric. Wood and bark mulch are the best option from the plants perspective, and while mulch is usually used with fabric it is not necessary to use fabric under wood mulch as the mulch will break down adding organic material to the soil. When used in this manner wood or bark mulch can be topped up every few years to refresh without having to remove the old mulch that continues to break down beneath the new. Wood mulch suppresses weeds and cools the roots of plants while still allowing oxygen exchange and biological processes of the soil (when applied right over soil without fabric). All mulches (wood, rock or other) should be kept away from the base of any plant to prevent humidity/lack of oxygen issues and allow for an exposed root flare. Keeping this area free of mulch also allows for easier checking of moisture levels in the soil. 

how do i protect my plants from animal damage?

Animal damage can cause severe loss in the landscape and should be dealt with preemptively by protecting new and susceptible established plants before any signs of animal damage appear. The most common and problematic animal damage we see is from rabbits and mice, usually over winter. These critters like to chew away the bark of trees and shrubs near the ground to eat the juicy cortical tissues beneath. This damage when extending 25% or more around the trunk/branch is called girdling and prevents nutrients and moisture from travelling up to the branches and down into the storage roots. While a plant with this damage may survive for a few years while it uses up the energy stored in the roots it will inevitably decline and usually die as the plant has not been able to replenish this underground storage of nutrients. To keep these critters away from trees we sell tree "spirals", a vinyl tree guard that expands as the tree grows and will fit most trunk sizes. These usually provide enough of a deterent against nice and rabbits. In more severe animal circumstances or for shrubs a cage of chicken wire can be erected around the trunk or entire lower portion of a shrub. Species most often targeted by animals are apples, pears and cherries of all varieties as well as shrub fruits and ornamentals that are part of the cherry family. Moose and deer can also cause physical damage to the upper portions of trees and shrubs, particularly in winter. Caging and smell deterrents can be applied to deter deer and moose.

At the Nursery:

Why can't i purchase plant material under my landscaper / contractor / friend / family member's wholesale account?

Wholesale pricing is offered only to approved landscape professionals in our area for their projects. Wholesale customers receive pricing based on their reputation and skills in the industry. The wholesale process is such that less customer service is required when these companies place orders. We do not offer site and species selection advice to wholesale customers as it is generally expected that the contractor already has a good working knowledge of plants and horticultural practices. When a customer comes to the nursery we offer a retail level of service and therefore cannot offer wholesale pricing to those that are not following the wholesale order process. We apologize for any inconvenience and encourage customers to discuss pricing with their contractor. If you would like to pick out plants yourself under a wholesale customers account, the landscaper or authorized staff member of that company must accompany you, provide any assistance required and pay for the order themselves. Alternatively, you are free to come and choose your plants with a Sunstar staff member at a retail service level and pricing and we can put the paid order aside to be picked up by your landscaper. A benefit of this method is that you will then receive our retail warranty (provided the plants are planted and cared for according to our recommendations). Wholesale pricing will NOT be made available under any circumstance to friends/family of wholesale customers that visit the nursery without an authorized member of the wholesale customer's company. 

Why do sunstar staff ask for my name and number when checking out?

While Sunstar does not keep retail customer information on file or maintain a customer profile for retail customers, you may be asked for your first and last name as well as your phone number upon checkout at the nursery. We ask for this info in case of left behind items, lost and found items and in case of billing errors. This information is not required and can be declined when asked if you do not wish to share this info. Sunstar does not and will not share or sell customer information with any third party. 

Why don't sunstar staff offer design services / sketches for customers at the nursery?

Sunstar's staff are here to advise and assist you in choosing the best plant for your situation. We do not offer design services or sketches as we are not designers/design professionals. While we can offer our opinion about what we like or think goes nicely together we are not able to help you design your yard/garden. We are here to provide you with the best information on the plants available so that you can make educated design decisions for yourself. Please do not take it personally if a staff member is declines to offer an opinion regarding design decisions.

are there animals at sunstar? can I bring my dog with me to the nursery?

Sunstar has 2 resident dogs that love to greet everyone, they are Sonny and Maya. Customers are welcome to bring their dog with them to the nursery provided they remain on a leash and are picked up after, feel free to ask staff for poop bags if you forgot to bring any. When deciding to bring your furry friend keep in mind that the resident dogs are unleashed and will definitely approach dogs on leashes to say hello. They are friendly but we know sometimes dogs on leashes can be reactive so it is worth considering. We also ask that you avoid leaving pets in vehicles in the nursery, especially in warm weather or if they are likely to bark in the vehicle (Sonny has a habit of hopping on vehicles that have barking dogs inside out of curiosity) As we prefer customers not to idle their vehicles please do not leave dogs in running vehicles.   

what should i wear to the nursery?

When visiting the nursery keep in mind that it is a working farm at the mercy of the elements. Our main sales lot is gravel but can get quite muddy during rain an when we are watering heavily. If you are coming to view large trees out in the field we always recommend boots or outdoor footwear as the field remains muddy well after it has rained. All sales operations take place outdoors rain or shine so be sure to dress for the weather and bring umbrellas if it looks like rain. While there is a covered area outside it is not heated or air conditioned so appropriate footwear and outerwear is recommended. 

what kind of service can i expect from staff at sunstar?

Simply put; The Best! Our sales staff are here to listen to your needs and help you find the perfect fit plantwise. We do not prioritize sales over what is best for your project. If we don't have something that will meet your needs we will tell you, if we can't identify a plant from a picture we will tell you that. We don't guess or try and pressure you to purchase something you aren't entirely comfortable with. We know that whatever plants you take home has to meet your needs for years to come. Our sales staff all share a genuine interest in horticulture and if they don't have an answer to a question they will do their best to find out and relay the information to you. While we do not offer design services/advice, we are happy to make sure you get all the information you need to make smart design decisions for yourself. Our staff are known by our return customers and within the industry for being friendly, knowledgeable and efficient. 

Does sunstar offer special pricing on large orders? how can i get a quote on my plant list?

On large orders discounts may be available. It is best to determine if you will qualify for a further discount before visiting the nursery as discounted orders will receive service at a wholesale level. Special pricing is typically offered on large pre-orders or when purchasing a specific product in volume. Special pricing requests will not be considered at check out. Please discuss any special pricing requests with sales staff or by email before pulling plant material. Please send requests for quotes to [email protected].

Will sunstar order in specific plant material if requested?

Because of the hard work put in by our founders and now the second generation running the nursery over the last 40 years, Sunstar enjoys great relationships with suppliers all over North America. If you are having trouble sourcing a particular plant or material feel free to inquire about special ordering. We will consider and try to source for special orders of a minimum of 5 to 10 plants.  

Why doesn't sunstar guarentee availability of any specific plant material?

Due to the high turnover of material and especially considering the last two years of unprecedented demand for plant material, we are unable to guarantee availability of any particular plant. Most crops need to be started 6-10 years before they are ready for market so at any point we are at the mercy of what was planted up to a decade ago when the current high demand couldn't have been foreseen. Sunstar is always working hard to have substitutions available for hard to find species and materials. Don't hesitate to ask for suggestions if the specific plant you  are after is unavailable.

Are children welcome at the nursery?

Absolutely! Visiting the nursery can be a fun outing for kids. All we ask is that you supervise children closely at the nursery. Sunstar is a working farm with all the risks that come with farming (moving equipment, open water, commercial traffic, etc). Older kids need to be within eyesight and little ones should be kept within arms reach (like a pool!). We do not have any play spaces or areas that are safe for unattended children.

Returns & Exchanges:

Why are exchanges only considered within 2 days of purchase?

Plant material that has left the nursery will only be CONSIDERED for exchanges within 2 days of purchase and only if the plant is undamaged, has not been planted or removed from container and is not over or underwatered (at the discretion of Sunstar Staff). This is because of the sensitivity of live material and our high standards of what can be considered resalable material. The longer plant material is not in our care the greater potential for the plant to undergo stress, infestation or damage. Since we cannot account for the care provided to plants that leave the nursery we have a strict exchange policy and standards for returned saleable plant material.
​We encourage customers to consider this policy before making your purchase to avoid disappointment. Please do not purchase plant material to take home and "see what it looks like", it is very likely we will not take them back, even within 2 days.   

Why does sunstar have a no refund policy?

There are very few circumstances where Sunstar Nurseries Ltd. will provide a REFUND for plant material purchased and returned. We do our best to answer any questions regarding purchases so that customers can make an informed choice. Therefore; returns should be exceedingly rare. We encourage customers to inspect their purchase at the nursery for damage or problems before paying and loading up. Once a plant leaves our care at the nursery we have no way of determining if damage occurred in our care or that of the customers. Our sales staff are always on the lookout for damage/disease and as a rule, would never encourage or pressure a customer into purchasing material that they have concerns about. 

Why can't i return a wire basket / caliper tree?

Trees sold in baskets or balled & burlaped are grown on in the field and remain in the soil until they are purchased and loaded. These trees are not "containerized" and therefore dry out much faster than potted plant material when lifted above ground. Lifting and transporting Wire Basket/Caliper trees needs to be done with care and knowledge, avoiding excessive time out of the ground. Since we cannot account for the care provided to the basketed tree in transport or otherwise out of our care, and because of the exposed sensitive roots of caliper trees, we will not accept return or exchange of Wire Basket / Balled & Burlaped / Caliper Trees once they have left the nursery. 
In the instance where a Caliper tree is purchased and loaded and then a customer has changed their mind; a restocking fee will be applied to offset costs incurred by staff and machinery in loading the tree as well as redigging and watering in of the tree back in the field. 

what fees or charges can sunstar customers expect on returns and exchanges?

Plant material removed and returned from the nursery adds extra work and cost that we want to avoid passing on to all of our customers by raising prices overall. Therefore; Sunstar Nurseries Ltd. reserves the right to apply the following charges and fees at our discretion to individual purchases and/or orders:​
EXCHANGES: In most cases exchanges (approved by the Nursery Manager) of plant material will result in a restocking charge of up to 20% of the item cost to offset costs incurred by restocking and possibly holding material aside for a time to ensure salability. 
RETURNS: In the rare event that Sunstar issues a refund due to factors beyond our control (change of mind, wrong species chosen by customer, etc.) Sunstar will charge/withhold a restocking fee of up to 20% of the item cost to offset costs incurred by restocking and possibly holding material aside for a time to ensure salability as well as a merchant fee of 5% of the cost of the item to offset merchant fees incurred by Sunstar Nurseries Ltd. in the processing of returns and refunds. 
If you have any questions regarding our RETURN/EXCHANGE policy please don't hesitate to ask our staff in the nursery or by email for more information prior to purchasing. Thank you.