Frequently Asked Questions
Returns & Replacements
What is your return policy?
STANDARD RETURN POLICY
If an item isn’t the perfect match, return it for a refund within 30 days of delivery in the original condition and packaging.
A few items can’t be returned, including:
- Clearance items (unless damaged or defective)
- Custom Products
- Items marked “Non-Returnable” on the product page
Ready to start a return? Contact Us to request a return authorization. Refunds will be made to your original payment method (minus return shipping costs).
LARGE PLANTER RETURN POLICY
Please note that we cannot accept returns for large planters at this time. A large planter is defined as a plant container that measures 24” inches or larger in either length, width, height, or diameter.
If you receive the wrong item or it arrives damaged, don’t accept the delivery. Tell your delivery representative(s) and contact us immediately by phone at 888.468.1554 or our contact form so we can arrange for a replacement. Once your planter is installed/planted, it can’t be returned.
How can I return an item?
If you don't absolutely love your planter purchase, eligible items can be returned within 30 days of delivery in their original condition and packaging. To initiate a return, Contact Us to submit a ticket to our Sales & Support Department. Please note that planters with drainage holes drilled are non-returnable/not exchangeable.
REFUND INFORMATION
Method: Credits will back to the original payment method.
Amount: Your refund amount will equal the purchase price, minus return shipping costs. Any shipping and handling paid at the time of purchase will also be withheld.
I received an incorrect item in my order. What do I do?
Oops! We apologize for that oversight and are more than happy to fix it for you. Contact Us and submit a ticket. Please be sure to include your order number as well as a description of what was wrong with the order.
How can I make a damage claim?
We work hard to ensure your planters arrive in perfect condition, but we understand that isn’t always the case. A damaged planter can be replaced within 7 days of shipment as long as it hasn't been installed/planted and is returned in the original packaging.
When your planter arrives, it is important to take the following steps:
- Check the box for damage
- Make sure the product name and model number match your order confirmation
- Remove the packaging and inspect the planter
If you receive the wrong item or it arrives damaged, don’t accept the delivery. Tell your delivery representative(s) and contact us immediately so we can arrange for a replacement. Once your planter is installed/planted, it can’t be returned. To report a damaged or defective item, please Contact Us or call 888.468.1554.
Shipping & Tracking
What are your shipping types?
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.
Additional shipping options including expedited shipping, premium in-home white glove delivery services can be made available for most items. Contact Us for more information.
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% |
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 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 (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% 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 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.
Can I track my order?
Yes, 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.
I received an incomplete order. What do I do?
If you need to report a missing item, please Contact Us to submit a ticket to our "Sales & Support" department.
How do I get free shipping?
We occasionally offer free shipping deals exclusively to our newsletter subscribers. Sign up for our mailing list here.
When will my order arrive?
Visit our Order Status page for up-to-date info on your order. We'll send you a shipment confirmation email with tracking information as soon as your items leave the warehouse.
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?
We sure do. 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.