Customer Service
Shipping & tracking
What shipping carriers do you use?
We ship with FedEx, UPS, and USPS for standard size orders. It is our policy to ship via the most economical means possible. Oversized orders are shipped using a freight carrier.
What are your standard delivery fees for the contiguous US?
Our shipping charges include handling, order processing, item picking, packaging, and transportation of items. Oversize shipping charges may apply to some items due to their large size or bulkiness. Please refer to the following table for our standard delivery fees based on the total value of merchandise shipped to each address:
| Merchandise Total | Standard Ground (3-5 business days) |
|---|---|
| Up to $45.00 | $9.00 |
| $45.01 - $95.00 | $15.00 |
| $95.01 - $125.00 | $18.00 |
| $125.01 - $200.00 | $22.00 |
| $200.01 - $250.00 | $27.00 |
| $250.01 and above | 10% of order subtotal |
What are your standard delivery fees for Alaska, Hawaii, US Territories, and Canada?
Our shipping charges include handling, order processing, item picking, packaging, and transportation of items. Oversize shipping charges may apply to some items due to their large size or weight. Please refer to the following table for our standard delivery fees based on the total value of merchandise shipped to each address:
| Merchandise Total | Standard Ground (7-15 business days) |
|---|---|
| Up to $45.00 | $32.00 |
| $45.01 - $95.00 | $38.00 |
| $95.01 - $125.00 | $41.00 |
| $125.01 - $200.00 | $45.00 |
| $200.01 - $250.00 | $50.00 |
| $250.01 and above | 10% of order subtotal plus a base charge of $23 |
What are your basic oversized freight delivery fees?
Our oversized delivery fees are based on the distance the driver has to travel, and delivery is typically made to the door depending on access. To ensure a smooth delivery process, an adult (18 years or older) must be present to sign for delivery. Items shipped via basic freight delivery are boxed and delivered to your door. Our carrier will contact you 1-2 days before the estimated delivery date to schedule a convenient time. Please refer to the map and table below for information on our delivery zones and corresponding freight fees:
| Merchandise Total | Standard Ground (7-15 business days) |
|---|---|
| Zone 1 | $249 |
| Zone 2 | $289 |
| New York City | $349 |
| Zone 3 | $349 |
| Zone 4 | $349 |
Do you offer expedited shipping options?
Yes, we offer expedited shipping options for an additional fee. Please contact us for more information.
Do you ship to the Caribbean, South America, international, overseas?
Yes, we do. Please call 1-888-468-1554 to place your order with a custom freight quote.
Can I change my shipping address after my order has been placed?
If your order has not yet been shipped, we can easily correct your shipping address. We can also change your address if your package has already shipped. However, certain carriers may charge additional fees to change the delivery address once the package is on the way. Please contact us as soon as possible with your updated address information.
How can I track my order once it's been shipped?
You can track your order using the tracking number provided in your shipment confirmation email. You can also visit our Order Status page for up-to-date information on your order..
Can I request a specific delivery date for my order?
Yes, we can accommodate specific delivery dates. Please contact us at 888.468.1554 to arrange shipping for your order.
Returns & replacements
What is your return policy?
We offer a 30-day return window from invoice date on all products except fiberglass items (due to their custom-painted nature), custom fabricated items such as aluminum planters, planters with added drainage holes, and clearance items. All authorized returns will be refunded the total order amount minus a restocking fee of 30% of the order subtotal and the cost of shipping both to and from the customer’s location. Returns must be received in sellable condition, otherwise credit is subject to our discretion. No returns will be accepted without advance consent.
Ready to start a return? Contact us to request a return authorization.
Note: If you receive the wrong item, don’t accept the delivery—instead, tell your delivery representative(s) and contact us immediately by phone at 1-888-468-1554 or via our Support Center so we can arrange for a replacement.
My order was incorrect, incomplete, or damaged. What do I do?
For orders delivered via freight, visible signs of damage during shipping must be noted on the receipt at time of delivery. For these or any other damages or shortages, we must also be notified within 2 business days of receipt. Failure to notify us within this timeframe may affect our ability to replace any products free of charge due to time constraints for filing damage claims with the carrier. The customer must keep all shipping boxes, packing material, and damaged item(s) for the carrier to inspect before any reimbursement or credit will be given.
Billing & payment
What payment methods do you accept?
Accepted payment methods
- Credit/Debit Cards (American Express, MasterCard, Visa, and Discover)
- PayPal
- Apple Pay
- GPay
I placed an order. Now what?
After you complete your order, you will receive an order confirmation to the email address provided. Included will be an Order ID – this is your reference number in case you have any questions about your order or would like to obtain an order status update. Please review your order summary to confirm your order information is correct and save the email as your purchase receipt. If you don’t receive a copy, please check your junk mail.
How do I use a promotional code on your website?
If you would like to apply a promo code, be sure to enter it during checkout so that it can be applied to your order. Promo codes may have some restrictions based on timeframe, type of product, brand, etc.
Trade sales
Do you offer a trade sales discount?
Yes! Our trade program, ePartners, is intended for customers purchasing as trade professionals*. This program is not intended for non-business customers. Accounts may be removed from these programs at any time at the discretion of ePlanters.
*Trade professionals include but are not limited to: Interior Designers, Architects, Landscape Architects, Interior Landscapers, Contractors, Real Estate Developers, and Stagers.
How do I become a part of the ePartners Program?
To apply to become an ePartner, submit a trade application here and provide the following:
- Your basic contact information
- A few details about your business
We will reach out via email with the next steps.
All other questions
Need further assistance?
Don't hesitate to contact us with any other questions.