Frequently Asked Questions

About Us

Q: What is Connon Nurseries?
A: Connon Nurseries farms over 400 acres in Waterdown, Ontario. We produce over 2500 varieties of trees, shrubs, and perennials, and our inventory is complemented by quality plants produced by our valuable growing partners. Supplying beautiful plant material to landscape contractors, cities and municipalities, and garden centres. Our farms supply our sales yards with an extensive selection of varieties available to both wholesale and retail markets.

Q: What is the Connon Nurseries Web Application?
A: The Connon Nurseries Web Application (referred to as the Connon App) is our online platform where you can browse our products, create lists, and submit quote requests. Note: At this time, ordering occurs when you have corresponded directly with our sales team. Future versions will allow for ordering through the Connon App.

Quick Start Guide

Q: How do I get started?
A: Follow these steps to get started:

Create a user profile
Browse our products
Create lists or add items to your cart
Submit a quote request
Our sales team will email you with final pricing
Contact our sales team to place your order

User Profiles

Q: What is a user profile?
A: A user profile allows you to:

Save and manage lists
Request quotes
View your quote history

Q: Do I need a user profile to submit a request for a quote?
A: Yes, you'll need to create a user profile to request quotes.

For Home Gardeners

Q: What type of user will I be when I sign up?
A: You will be a List User, which means you see retail List pricing in the Connon App. This is the default user type for home gardeners and regular customers.

Q: How do I get started?
A: Follow these steps to get started:

Create a user profile
Browse our products
Create lists or add items to your cart
Submit a quote request
Our sales team will email you with final pricing
Contact our sales team to place your order

For Landscape Trade Professionals

Q: What type of user will I be when I sign up?
A: You will be a Trade User, which means you see Trade pricing in the Connon App. This requires an approved in-house Trade Account that has been linked to your user profile. If you don't have your Trade Account credentials handy, you can sign up as a List User and link your in-house Trade Account later to become a Trade User.

Q: I have an existing in-house Trade Account. How do I get started?
A: Follow these steps to get started:

Create a user profile
Link your existing Trade Account to your user profile (you'll need your account number and phone number)
Start browsing products with Trade pricing
Create lists or add items to your cart
Submit a quote request
Our sales team will email you with final pricing
Contact our sales team to place your order

Q: I don't have a Trade Account yet. How do I apply?
A: Visit our Trade Professionals page on the Connon Nurseries website to learn about the benefits and apply for a Trade Account. The application process is handled through our website and accounting department, separate from the Connon App.

Understanding User Types

Q: What types of users are there?
A: There are three types of users in the Connon App:

Guest Users: Can browse products and add items to cart, but must create a user profile to submit quote requests or use lists. Guests see standard retail List pricing
List Users: The default user type for home gardeners and regular customers, who see standard retail List pricing
Trade Users: Landscape Trade Professionals with approved in-house Trade Accounts who have access to Trade pricing

Q: What's the difference between List and Trade pricing?
A: Trade pricing is our professional pricing tier, visible only to approved Landscape Trade Professionals with in-house Trade Accounts. List pricing is our standard retail pricing visible to all users.

Using the Connon App

Q: How does the Connon App work?
A: The process is simple:

Save to a List or Build Your Cart
- Lists: Add products to your lists to save for later. You can:
  - Create multiple lists for different projects
  - Add items to your default list with one click
  - Move items to your cart whenever you're ready
- Add to Cart: Ready to request a quote? Add items directly to your cart:
  - Add items from a product page
  - Add individual items from your lists
  - Or add all items from a list at once
Submit Your Cart for a Quote
- Choose your preferred fulfillment method:
  - Delivery: Select a preferred delivery date and provide the site contact details and address
  - Pickup: Choose your preferred location and preferred pickup date
- Note: Your preferred pickup or delivery date is not guaranteed. A sales representative will reach out to confirm the final details.
- Add any special instructions or comments
- Review your items and submit for quote
Check Your Email for Your Custom Quote
- You'll receive two confirmation emails:
  - One confirming your quote request was received
  - Another from our team with your custom quote
- Your quote will include (if applicable):
  - Final pricing with applicable discounts
  - Substitutions
  - Delivery charges (if applicable)
  - Taxes
  - Any additional notes from our team
Ready to Order?
- Review your quote details
- Contact our sales team to place your order

Q: What are Lists?
A: Lists are a helpful tool for organizing products you're interested in. You can:

Create multiple lists for different projects
Name and organize your lists
Add items from your lists to your cart to get a quote

Quotes & Orders

Q: What happens after I submit a quote request?
A: Here's what happens next:

You'll receive a confirmation email
Our sales team reviews your request
We check availability and prepare pricing
You'll receive a detailed quote via email
Contact our sales team to place your order

Q: How do I find my reference code?
A: Your reference code is included in the confirmation email you receive after submitting a quote request. You can also find it in your quote history within the Connon App.

Q: How do I place an order?
A: The Connon App is used to submit quote requests, not place orders directly. Here's the process:

Submit a quote request through the Connon App
Our sales team will review your request and email you a quote with final pricing and availability
To place an order, contact our sales team

Q: Can I request a quote for items that are currently out of stock?
A: Yes, you can request a quote for items that are currently showing out of stock. If we are unable to fulfill your order, our sales team will recommend a substitute.

Q: Is there a minimum order quantity?
A: There is no minimum.

Q: Can I change or cancel my order after placing it?
A: Cancellations are possible if the order hasn't shipped yet. Please contact us as soon as possible at [email protected] if you need to make a change.

Q: Can I save items in my cart for later?
A: Yes! Items in your cart will be saved for your next visit when you're logged into the Connon App.

Technical Information

Q: How do I reset my password?
A: Follow these steps to reset your password:

Click "Sign In" on the Connon App
Click "Forgot your password?"
Enter your email address and submit
Follow the reset instructions sent to your email

Q: Is the Connon App mobile-friendly?
A: Yes, the Connon App works on both desktop and mobile devices.

Q: What do the letter codes mean in product sizes?
A: The letter codes indicate how the plant is packaged:

WB = Wire Basket
PT = Pot
BB = Balled and Burlapped
Spec = Specimen Plant
DaisyB = Daisy Basket (light wire with burlap)

Q: How often is product availability updated?
A: Inventory levels shown in the Connon App are updated regularly but may not reflect real-time availability. You can still submit a quote request for items showing low or out of stock - we may have unlisted stock available or can source items for you.

Payment

Q: What payment methods do you accept?
A: Payment will be processed over the phone prior to delivery or can be made upon pick up of the order in our sales yard. Payments over the phone can be made by credit card or e-transfer. The sales yards accept cash, debit, credit, and e-transfer as payment methods.

Shipping & Delivery

Q: When will my order be shipped?
A: Once an order is confirmed by our head office sales team, orders are typically processed within 1-2 business days. You'll receive a shipping confirmation email once your order has been scheduled for delivery.

Q: How can I track my order?
A: If you have any questions about the status of your order, please email [email protected] and include your reference code.

Q: What are your shipping options and costs?
A: We offer pick up at one of our sales yards, or delivery to your job site. Shipping costs will be calculated based on your location and confirmed by a salesperson via email.

Returns & Exchanges

Q: What is your return policy for plants?
A: Due to the perishable nature of our products, live plant material must be returned or exchanged accompanied by receipt within 48 hours of purchase and must be in its original state of good health.

Q: How do I initiate a return or exchange?
A: Please bring back your plant material and invoice to your closest location.

Troubleshooting

Q: Why can't I see Trade pricing?
A: Trade pricing is only visible to users with approved in-house Trade Accounts that have been linked to their user profile. If you have a Trade Account but can't see Trade pricing, ensure your account is linked in your user profile.

Q: Why can't I link my approved in-house Trade Account with the Connon App?
A: To link your in-house Trade Account to the Connon App, you will need:

Your in-house Trade Account number
The registered phone number associated with the in-house Trade Account These details can be found on a previous invoice or by contacting [email protected]

General Inquiries

Q: How can I contact customer service?
A: You can reach us at [email protected] or call us at 1 888 775-2687. We're here to help with any questions or concerns.