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FAQ & Support
1. What do I do if a product doesn't work?
A1: Royal Empress Trees, Please allow 2 to 3 weeks for your trees to
revive. If they are still dormant after the 2-3 week period, please return the plants back to:
Rush Industries, Inc., 263 Horton Highway, Mineola, NY 11501.
Please include your complete name, shipping address and a letter stating the reason you are returning the trees.
For plants, please return the item (s) to Rush Industries along with a letter explaining the reason for the return. Please specify whether you want us to send you a replacement plant (s) or issue a refund (less shipping
and handling).
A2: Long 'N Strong: If you're still within the guarantee period, please return the merchandise back to us with your complete name & shipping address and we will issue a refund (less shipping and handling).
A3: For products other than trees or plants, please return them to Rush Industries along with a letter explaining the reason for the return. Please
specify whether you want a replacement product(s) sent or would prefer us to issue a refund (less shipping and handling).
2. What if the plant leaves are faded or have fallen off during shipment?A: If your leaves have faded in color or the leaves have fallen off during shipment don't be alarmed because that is normal through transit. Plants occasionally go through a translant shock but will revive as soon as they are replanted in their new location. Make sure they are kept watered. Due to normal shipping stress it is NOT unusual for leaves and stems to wilt. Once they have been planted, watered, and are allowed to grow for awhile they should recover. Also, if stems are broken during shipment they are likely to regrow from the base of the plant. Once your trees get growing, they will quickly outgrow any shipping damage.
3. What do I do if the wrong product was sent to me?A: Kindly return the merchandise back to us and we will send you the correct product ASAP.
4. What is the shipping company you use??A: United States Postal Service and UPS.
5. What do I do if I placed an order but it hasn’t arrived and is overdue?A: Contact us and we will reship the order.
6. What do I do if I placed an order with express shipping but it hasn't arrived and is overdue?A: We will reship the order or if you prefer we will refund the $5.00 for express service.
7. What do I do if you told me my order was sent and it still hasn't arrived?A: We check and verify the address to see if it is correct. If not, we correct it and issue a reshipment.
8. What do I do if I was sent dead herbage / plants?A: We ask you to please send it back and we will issue either reshipment or refund, whichever you prefer.
9. How do I cancel my order?A: Please contact us and we will cancel the order if it is not yet shipped, but if we have already sent it out just refuse the package and send us a note to inform us.
10. I need to change some order information. How do I go about that (new shipping address, new email, order mistake)?A: Please call us at 1-516-741-0346 for customer service and we will update the information.
11. I do not have a credit card, what other forms of payment do you accept?A: If you do not have a credit card we accept debit card, checks, money order and cash.
12. What returns are unacceptable?
A: For your safety, federal health regulations prohibit us from exchanging any merchandise (i.e. opened undergarments) that come in contact with male/female genitalia (with the exception of defective or wrongly shipped merchandise).
If you have any further questions or comments please contact us via the form below.
Contact Support
If you are contacting us to inquire about the status of your order, please include your full name and address, including postal/zip code. We cannot give you an order status unless we have this information.
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