Planterworx home products are shipped via Fedex Home Delivery. We also offer shipping via common carrier on large quantity orders. Please contact a Planterworx sales representative to assist you in processing orders shipped via common carrier.
Products typically ship within 14 business days of purchase within North America.
Customer satisfaction is our top priority at Planterworx. We have set specific guidelines to ensure a quick and easy return and exchange process.
Returns will not be accepted without a Return Merchandise Authorization. Returns will not be accepted 30 days after the ship date.
Requesting a Return Merchandise Authorization (RMA):
Customers may request a Return Merchandise Authorization via email at firstname.lastname@example.org or by contacting a Planterworx customer service representative at (718) 963-0564. Our Customer Care hours are 9 a.m. to 5 p.m. (EST) Monday through Friday.
Returns that arrive without an RMA will be refused or, if identifiable, will incur a 50% restocking fee. Standard returns include products that are in new and re-sellable condition. These products can be returned with no restocking fee (customer pays original and return shipping). Returns that are received and are not in a new and re-sellable condition will be assessed a restocking fee or refused & returned to the customer.
Returns without an RMA may also delay the processing of any refund.
Custom items are not returnable. This includes, but is not limited to, custom colors or materials. Custom manufactured items that are canceled during production will be charged a 50% restocking fee.
It is most important that you inspect the package at the time of delivery. Ask the freight carrier for a copy of the delivery receipt.
Record the freight company’s name and trailer number so we may track the order.
It is your responsibility to check that all items are correct and all pieces accounted for before you sign.
If the product is damaged in shipping, you may choose to refuse the delivery. If you choose to refuse the delivery, you must note the damages on the delivery receipt.
If only part of an item is damaged, you may accept the order, note the damages, and contact us. We may be able to replace damaged pieces.
All products properly returned under this policy are eligible for a refund, which may include an in-store credit or credit to the original payment method. We will credit you for the total purchase price, upon receipt of the product, less any applicable restocking and/or shipping fees. If you are returning a product that was originally purchased with a gift certificate, you will receive an in-store credit as your refund. If you are returning a product that was given to you as a gift, you will receive an in-store credit as your refund. Please contact a Planterworx Customer service representative at (718) 963-0564 for further instructions on how to process your return. If there was an error on our part, please call us within 30 days and we will send you the correct product, replacement product, or replacement parts at no cost to you. Our Customer Care hours are 9 a.m. to 5 p.m. (EST) Monday through Friday.
Cancellations / Update your order:
If you need to cancel an order for any reason, add to an order or update your order please contact a Planterworx customer service representative. Provide us with your order number and we will be happy to make any order adjustments. A full refund can be offered for all unshipped standard merchandise. Custom orders may be subject to a 50% restocking fee if the product is already in production.
Planterworx strives to achieve the highest level of service in our industry. Our goal is to provide customers with the best possible experience. Our products are warranted against defects in material and quality of workmanship. All of our products are warranted for one year from the original date of purchase, provided recommended cleaning and maintenance are performed.