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I ordered a dozen lavenders online from L@S and suggested UPS delivery (L@S normally uses FedEx 2nd day) because usually FedEx provides poor service in my rural NM location. Several plants arrived in poor condition because of mishandling by UPS (failure to keep box upright).
Once contacted, Lavendar at Stonegate (Tracey and Sarah) replaced my plants via FedEx 2nd day, all arriving in excellent condition. Although I was the one who had requested UPS, nevertheless L@S made no attempt to make me share the cost.
My only criticism: it took several attempts before I was able to contact them, even during regular business hours. However, this occurred during the spring shipping season, and I believe L@S is a small outfit.