Frequently Asked Questions: Orders

How do I create an account and place an order?

YOU MUST HAVE AN ACCOUNT TO PLACE AN ORDER:

How to create an account: 


1. Select the white box in the middle of the main page that says "Click Here to Order Online"

2. Select the “Login or Sign Up” red box in the upper right-hand corner of the screen.

3. Click the blue text that says: “New User? Click Here to Sign Up!”

4. Fill out the ENTIRE form

(Note: Incomplete forms cannot be processed and your request will be denied. Please note that OAR does not accept Hotmail account requests, as the domain is incompatible with our server.)

5. Hit the blue button at the bottom of the screen that says “Okay”.

6. PLEASE WAIT.

Your request has been sent. 7. We will send you a welcome email titled “Online Registration” within 2 business days of your submission, usually sooner. If you do not receive this email, please check your spam folder.

HOW TO PLACE AN ORDER:

1. Once you receive your “Online Registration” welcome email, use your username (email) and password to login to your account by selecting the “Login or Sign Up” red box.

2. Select your bulb/root type by clicking the arrow in the drop-down section in the upper right-hand corner of the page where the product is listed.

3. You MUST place a SEPARATE order for each bulb or root type. Example: One order for daffodils, another for tulips, etc.

4. Once you are finished with your order, click “Review Order” in the red box in the upper right-hand corner of the screen.

5. DATES ARE EVERYTHING!!! You MUST SELECT A SHIP/PICKUP DATE within the LISTED PRODUCT DATE RANGE for your order to process correctly.

(Example: If the dropdown menu says Tulips- 9/27-10/27/21 you cannot receive your product on 11/21/21.)

6. A ship date calendar will pop up, select a shipping or pickup date WITHIN THE LISTED DATE RANGE for your product.

7. If you are picking up write Pickup in the "Notes" Section. When you are finished select “Okay”.

8. Next you will see a summary of the items you selected and a total that does not include Shipping/Freight, Royalties, Tags, etc., if applicable.

9. If everything looks correct, click the blue button that says “Submit Order” in the right-hand corner of the screen.

10. You will receive an automatic Order Acknowledgement email.

11. You will then receive a Confirmation email within 1 week of your order, on our company letterhead that confirms your order has been processed by a team member. This email will instruct you about the next steps to take to pay for your order.    

I forgot my online account username/password. What do I do?

Please send an email to sales@ouramericanroots.com to reset your username/password. 

When do I order?

Once our program for the next season is available, you will be able to order the products on our website.  We are no longer printing catalogs for our products, but will send out a reminder postcard after the program is live on our website.

For Fall shipping items such as tulips, iris, daffodils, and peonies, we begin taking orders in the Spring of that year (March 2022 for shipping Fall 2022, for example).  

For Spring shipping items such as lilies and gladiolas, we begin taking orders in the Fall of the previous year (September 2022 for Spring 2023, for example).

What are your terms and conditions?

Final Cut-off Deadline for Payments: 

Fall Orders: August 1
Spring/Summer Orders: April 1

For Fall Orders Placed BEFORE July 1:


Once you place an online order, you will receive an automated acknowledgement via email. This acknowledgment assigns an order number to your request. THIS IS NOT YOUR INVOICE. Within one week of placing your order, often sooner, you will receive an email confirmation from us on our company letterhead confirming  the product on  your order. THIS IS NOT YOUR INVOICE.

In late July, we will send finalized invoices with shipping costs applied. We will begin taking payment at that time. Included with your invoice will be your balance and payment information. Because we take orders months in advance, this process gives you the flexibility you may need to make any changes to your order before it is finalized. This also allows us to make any changes to your order based on the availability of product after harvest not only for the products that we grow, but for the product that we import from Holland as well.

For Fall Orders Placed AFTER July 1:


You will receive a finalized invoice as your order confirmation that includes shipping costs. We will take payment at that time for your order in full. If payment is not made, your order can be subject to cancellation and re-stocking fees in the amount of $25/box. Included with your invoice will be your balance and payment information.

For Spring Orders Placed BEFORE April 1:


Once you place an online order, you will receive an automated acknowledgement via email. This acknowledgment assigns an order number to your request. THIS IS NOT YOUR INVOICE. Within one week of placing your order, often sooner, you will receive an email confirmation from us on our company letterhead confirming the product on your order. THIS IS NOT YOUR INVOICE.

In February, we will send out finalized invoices with shipping costs applied. We will begin taking payment at that time. Included with your invoice will be your balance and payment information. Because we take orders months in advance, this process gives you the flexibility you may need to make any changes to your order before it is finalized. This also allows us to make any changes to your order based on the availability of product after harvest not only for the products that we grow but for the product that we import from Holland as well. 

For Spring Orders Placed AFTER April 1

You will receive a finalized invoice as your order confirmation that includes shipping costs. We can take payment at that time for your order in full. If payment is not made at the time of your order, deposit and payment requirements are still applicable (see below). Included with your invoice will be your balance and payment information.

Fees & Payment: 

After you have received your finalized invoice, your balance is due. Payment is due in full due before the product ships.

We accept checks, money orders, and cashier's checks by mail - please reference your order number for efficient processing.

We also accept credit card payments by phone during business hours, M-F 8am - 4:30pm PST. We also accept PayPal. Any order that has not been secured by August 1 (for Fall orders) or April 1 (for Spring & Summer orders) may be reduced, cancelled and/or the product made available to other customers and may be subject to a $25 per tray restocking fee. Any reductions and/or cancellations made to an order after August 1st (for Fall orders) or April 1 (For Spring orders) that is initiated by the customer will also be subject to a $25 per tray restocking fee. Restocking fees will be taken from any payments made. If no payment has been received, it will be due at the time of cancellation.

Claims & Credit Requests:

We strive to ensure every product we supply is true to color and of the upmost quality. If you ever have any problem with a variety you are growing, we would very much like to know. Please send us a photo by email to sales@ouramericanroots.com with a brief description of the problem as soon as you become aware of any issues. Claim and Credit requests need to be submitted by July 1st (Tulips / Daffodils / Iris / Peonies) or September 1st (Lilies / Perennials) for consideration. 

What happens after I place my order?

Once you place your order you will receive a pre-order acknowledgement that details your item costs. THIS IS NOT YOUR OFFICIAL INVOICE. 

We send out finalized invoices in February (for Spring shipping) and August (for Fall shipping ). 

How can I verify changes that I have made to my initial order? 

If you would like to view an order that HAS NOT been picked up or shipped, please login and select the red box that reads “My Orders” in the upper righthand corner of the page. If you need to view an order that HAS shipped or been picked up already, please email sales@ouramericanroots.com with the year, the order type, and the farm name. We can email you a copy of invoices going back as far as Fall 2020.

What happens if I cancel an item?

If you have to cancel an item, we would appreciate you doing so as soon as possible. The earlier we have an item back on our availability, the more likely we are to be able to re-sell that item.

If you have not made a deposit and cancel an order or item past our cutoff dates, you will be charged a restocking fee of $25 per box.  If you have made your deposit, we will deduct the fee from that total.

Our cutoff dates are April 1st for Spring/Summer shipping, and August 1 for Fall/Winter shipping. 

Why did my order get changed?

The main reason orders are changed is because of product quality or a poor growing season. This can happen at many of the different stages of the growing and import process. Some examples include:
GrowingCrop failure; Poor growing season
ExportBulbs do not pass inspection,; Bulbs are not delivered from the grower on time
Transport: Delays in transit; Train delays; Tipped pallets
Upon receipt at OAR: Quality issues during transit (fusarium, bulb rot)  
For more information about our import process, click here to check out our Blog Post about bringing in product from The Netherlands.

Can I use my mobile phone to place an order?

Yes. When viewing our website using a mobile phone, select the red box marked “Detail” at the top of the availability page to ensure that the full screen is displayed on your device. We do recommend using a desktop application if possible so you don't have to adjust and rotate your device to see the entire page.

I lost my invoice. Can you send me a new one?

We understand that things come up, and paperwork can get lost during busy planting seasons. If you would like a copy of an invoice, please email us at sales@ouramericanroots.com with your account name, email and phone number, and we can send you an electronic copy of your order. 

I signed up for an online account but can't login, what do I do? 

Our online account registration information is processed manually during business hours. Please allow 2 full business days for your online account access request to be processed. If you have forgotten your login information please email sales@ouramericanroots.com and request that your username/password be reset. 

I have a Hotmail Account, why can't I use it for communication with Our American Roots?

Hotmail emails are NOT compatible with our server and software systems. Please select an email from a different domain to associate with your Our American Roots account. 

I tried to call and no one answered. How can I get a hold of you?

Our phone lines are staffed M-F from 8:30am-4pm, PST with the exception of holidays.

During our busy season, staff are sometimes unable to answer all calls in real time, as we are handling high call volumes. Please leave a message with your name and phone number and we will return your call. You may also email us at sales@ouramericanroots.com with your inquiry. During busy seasons, we are generally able to return emails faster than phone calls. 

The pictures of your product are not large enough, how can I make them bigger?

Please right click on the image description and select "Open Image in New Tab" to see a full size picture of our product. 

Frequently Asked Questions - Payments

When do I make a payment?

We send out finalized invoices in February (for Spring shipping) and August (for Fall shipping) . You may pay as soon as you receive your invoice.

How do I pay?

If you are signed up for electronic communication, you will receive a secure payment link from us via email to follow to make your payment by card online. Once you follow the link to pay a receipt will be generated for your records.
We send out these links with your finalized invoices in February (for Spring shipping) and August (for Fall shipping) . If you are not set up to receive online communication, please look for a copy of your invoice in the mail and remit payment by mail or call us at 360-938-8808 to pay.

What payment methods do you take?

We accept all major credit cards. We also accept check and cashier's check - please reference the order number in the memo line.

Frequently Asked Questions - Shipping

What are my shipping costs?

Please click here to see our chart detailing shipping costs for each US state.
Shipments are generally sent by UPS Ground. If your shipment is over 20 boxes, we will run a customized quote. Shipping method (UPS Ground or LTL Freight) will be determined based on that quote and we will assign the shipping method and cost accordingly.

ALASKA CUSTOMERS: We use American Fast Freight/Odyssey Logistics for most orders. Freight Quotes are shipment specific and will be run at the time of invoicing. We are open to combining shipments to save on costs; please contact us directly for more details.

*Shipping costs are subject to change based on carrier costs FOB Woodland, WA 98674

I live in the area, can I pick up my product?

You are welcome to pick up your order from our warehouse if you will be in the area. Please call and let us know when you plan to arrive 1-2 business days in advance, even if you plan to arrive on the date reflected on your invoice. This will ensure that the product and paperwork will be ready upon your arrival. 

You must have a scheduled appointment for pickups. If you arrive at the farm without an appointment, you will not be able to pick up your order at that time.

How are your products shipped?

For most orders, we ship our products in 23"x15"x9" cardboard boxes via UPS Ground with Mondays as our designated shipping days.
We charge a flat shipping and handling fee based on the type of product shipped and the customer’s location. Please click here for more information about our shipping methods. For larger orders, we can ship via LTL (less-than-load freight). Freight trucks are not a problem as we have a loading dock on site with plenty of room for semi trailers.

Frequently Asked Questions - Growing and Product Info

Do you send out paper catalogs?

We do not. In an effort to limit paper waste, we have made changes to our catalog distribution process. We will no longer be sending catalogs to customers, as our live product availability is listed on the website.

Do you offer pre-cooling?

Yes. We offer pre-cooling service at 5° C. (Please note that we do not offer customized pre-cooling services.) We usually ship pre-cooled bulbs in mid to late December after the cooling process is complete. Once you receive pre-cooled bulbs, make sure to keep bulbs out of direct sun while they’re awaiting planting and plant as soon as possible. Open boxes immediately upon arrival to provide air circulation. If precooled bulbs must be stored for a short period, keep them at a temperature between 40-45° F. Pre-chilling tricks the bulbs into “thinking” they’ve had a cold winter but does not prepare them for a late winter or early spring heatwave or frost. Since pre-cooled bulbs are “forced” (growing outside of their normal cycle), there is a certain amount of stress that the process puts on the bulbs that can affect their growth. You want to make sure not to add to this stress by allowing bulbs to experience extreme temperature changes or humidity, especially right after they are planted. Bulbs should be planted in a cool and consistent environment with temperatures not exceeding 65-70° F. If you are planting in a greenhouse or a hoop house, make sure to check the weather forecast in advance to anticipate days when it will be warmer than 65° inside the structure. On these days, make sure to open the windows or pull up the sides of green/hoop houses so that bulbs receive ventilation and do not see a spike in temperature. Please also be aware that, due to the pre-cooling process, bulbs may bloom taller or shorter than the heights specified on this website and flowering times may also vary. Pre-cooling is $5/box. If you would like your tulips pre-cooled, please write "Pre-cool" in the NOTES section of your online order so this cost can be applied at invoicing. d an answer here.

I have a concern regarding product I received from Our American Roots. How do I address this?

Claims (product): If you have a problem with a variety you received we want to know. Please send us a photo and a description of the issue by email to sales@ouramericanroots.com within 1 business day of becoming aware of the issue. The sooner we become aware of the situation, the sooner we can assist in finding a solution.
Claims (transport): Claims for transport damage must be filed within 48 hours of receipt of shipment. Any claims for damage in transport must be noted on the bill of lading at the time the product is received at your facility. Photographs of the damage is also required. ANY CLAIMS FOR DAMAGE IN TRANSPORT NOT NOTED ON THE BILL OF LADING & PHOTOGRAPHED VOIDS ANY DAMAGE CLAIMS WE CAN MAKE TO THE CARRIER AND WE WILL BE UNABLE TO PROCESS YOUR CLAIM.


Address

35306 NW Toenjes Rd
Woodland, WA 98674

About us

In 1981, our Dutch roots began in the beautiful Pacific Northwest at our now 145-acre farm here in Woodland, Washington, USA. We grow all of our crops of peonies and crocosmia, and many of our lily varieties are grown here as well.

With our experienced and knowledgeable staff, we are able to maintain a top-quality product from start to finish. Our strong connections from supplier to customer allow us to continually grow in our expertise of how our products can best perform for you.  

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