Our guarantee
If you are not satisfied with an item, you may return it within 15 days after delivery, following the steps below. We will exchange it or issue a credit to your award account or credit card.
We select every item we sell for quality, and this guarantee stands behind it.
Returns
Every return needs a Return Authorization. Call 866-306-1020 within 15 days after delivery and we will give you the full return instructions.
Please include the reason for your return, because it helps us keep our standards up. Your credit may take several business days to process.
Important notes:
- If you refuse an item that arrives in good condition, or return one for your own convenience (an accommodation return), you may be charged restocking and freight fees. Those fees are non-refundable.
- Custom orders, including custom Topiary Trees and Art Forms, are non-refundable.
Live plants and trees have their own return terms, set out under Returns for live plants or trees below.
Ordering
You can order online or by phone. Online, you pay through trusted payment services. By phone, you pay by credit card.
- Online: complete the “View Cart” order form at checkout.
- Phone: call 866-306-1020 between 9:00 AM and 5:00 PM EST.
We serve customers nationwide and offer on-site service.
Shipping and handling
Most pieces show their delivery cost at checkout. The cost is based on your order total and you pay it with the order, so there is nothing to settle later.
We quote larger pieces after you order. This covers anything that travels by freight: planters, made-to-order commissions and the biggest single pieces. The cost depends on the piece and where it is going, so we work out the real figure and agree it with you before anything ships.
If you want the figure before you order, call us with your shipping ZIP code and the piece you have in mind. We will find out.
Residential shipping
Ship to a commercial address if you can, or make sure someone is there to sign. If you find damage, write it on the Bill of Lading and refuse the shipment.
- We are not responsible for lost or damaged packages shipped to residential addresses.
- Gated communities and missed deliveries can add charges.
Sales tax
Checkout calculates sales tax automatically. If any further charges apply, we will contact you.
Standard delivery
Most items ship UPS or FedEx Ground from our distribution center. Allow 2–4 weeks for in-stock items, unless we tell you an item is on backorder.
- Items ordered together may ship separately.
- Our delivery charges cover the continental U.S. only. For anywhere else, see Shipping outside the continental U.S. below.
Freight delivery
Larger items may ship by common carrier, and we will contact you to arrange delivery. Delivery times vary, and items may arrive separately.
Custom large orders
Large custom topiaries and live trees ship on pallets or in crates. We give you an estimated shipping quote, and the final cost is set once the piece is ready to ship.
Extra handling charges can include:
- Crating or pallet preparation
- Tailgate lift (gate lift) service on pallet deliveries, if you need it to unload
To cut the shipping cost, we may send a topiary in smaller pieces that travel in standard boxes and are easy to assemble.
Returns for live plants or trees
You can return live plants or trees within 2 weeks of receipt, with authorization, for a 25% restocking fee. They must be in good condition.
- You pay the return shipping.
- Shipping fees are non-refundable.
By accepting nursery stock or custom-made products, you agree to the seller’s terms and conditions, which form the full agreement.
Damaged delivery
Report any damage within 24 hours of receipt. Inspect your order when it arrives. If you find damage:
- Note it on every copy of the delivery receipt and keep a copy for yourself.
- Refuse the shipment.
- Call Customer Service at 866-306-1020 right away.
Save all the packaging. If you are not allowed to inspect the shipment, refuse it as well. If you accept it anyway, you may be responsible for full payment.
Cancellations
To cancel an order, call us.
- Undamaged returns within 15 days after delivery may carry a restocking fee of up to 25%.
- Custom orders, such as Preserved Topiaries or Custom-Made Trees, are non-refundable.
Shipping outside the continental U.S.
UPS orders to Alaska, Guam, Hawaii, Puerto Rico or the Virgin Islands carry extra charges, added automatically. For freight shipments, call Customer Service for a custom quote.
Expedited shipping
Call us to talk through faster delivery options. Whatever the speed, you are responsible for giving us an accurate shipping address and contact details.
Frequently asked questions
Why do you need my phone number and email address?
So we can reach you quickly to confirm details or sort out a problem with your order. Add a fax number too if you use one.
We collect your information only to confirm orders and send shipping updates. We do not share it with third parties.
What credit card details do you need?
The card number, the expiration date and your full name as it appears on the card.
Do I work out tax and shipping myself?
No. Checkout calculates both. If extra charges apply, we will contact you.
How will my order ship?
In-stock items ship by UPS or FedEx Ground from our distribution center.
How do I return something?
Every return needs a Return Authorization. Call 866-306-1020 for instructions. The Returns section above has the details.
Who do I contact about my order, and when?
Call Customer Service at 866-306-1020, Monday through Friday, 9:00 AM to 5:00 PM EST. You can also email us through the Contact Us page, and we will reply promptly.
Can I check stock before I order?
Yes, and for mossed and frame animal topiaries we recommend it. Call to confirm what is available.
Moss orders take an extra week to process, because each frame has to be stuffed with moss. For urgent or rush orders, call 866-306-1020.
Do restocking fees apply?
They can. It depends on the product and the condition of the return.
Decorative containers
- Colors can vary slightly. No two containers are exactly alike.
- Containers are sold separately unless the product page says otherwise.
- If you need to exchange a container for a different size or color, we cover the freight charges.
Topiary supplies
Our Topiary Repair Kits help you maintain animal topiary forms and keep ivy topiaries looking fresh.
Polyblend foliage warranty (custom topiary)
Polyblend foliage is made to stand up to outdoor conditions for up to five years. If the foliage on a custom topiary fails early:
- We work with the manufacturer to arrange a replacement of the foliage only.
- Putting the new foliage on may need special arrangements.
- The fade guarantee covers only the foliage, not the whole topiary structure.
