Customer Service

 

🌿 Our Guarantee

We carefully select only the highest-quality items for your purchase. If you’re not satisfied with an item, you may return it within 15 days of purchase following the guidelines below. We’ll gladly exchange the item or issue a credit to your award account or credit card.

🔄 Returns

All returns require a Return Authorization.
Please call 866-306-1020 within 15 days of delivery to receive complete return instructions.

• We operate from three locations to serve your topiary needs and offer nationwide on-site service:

To help us maintain quality standards, please include a reason for your return.
Processing your credit may take several business days.

Important Notes:

• Refused items in good condition or accommodation returns may incur restocking and freight charges, which are non-refundable.

• Custom orders, including custom Topiary Trees or Art Forms, are non-refundable.

🛒 Ordering Information

We accept payments via the internet’s most trusted services or by phone using a credit card.

Ordering Methods:

• Online: Complete the “View Cart” order form during checkout.

• Phone: Call 866-306-1020 between 9:00 AM – 5:00 PM EST.

🚚 Shipping & Handling

Shipping and handling fees are calculated after your order is placed to ensure accuracy.
For live or artificial topiaries, plants, or animal topiaries, we recommend calling us with your shipping ZIP code for a quote.

🏠 Residential Shipping

We suggest shipping to a commercial address or ensuring someone is available to sign for delivery.
If damage is discovered, document it on the Bill of Lading and refuse the shipment.

Please note:

• We are not responsible for lost or damaged packages shipped to residential addresses.

• Additional charges may apply for gated communities or missed deliveries.

🧾 Sales Tax

Sales tax will be automatically calculated at checkout. If additional charges apply, we will contact you.

📦 Standard Delivery

Most items ship via UPS Ground from our Distribution Center.
Please allow 2–4 weeks for delivery of in-stock items unless notified of a backorder.

• Items ordered together may ship separately.

• Delivery charges apply to the continental U.S. only.

🚛 Freight Delivery

Larger items may ship via common carrier. If so, we’ll contact you to arrange delivery.
Delivery times may vary, and items may arrive separately.

🌳 Custom Large Orders

Custom large topiaries or live trees are shipped on pallets or in crates.
We provide estimated shipping quotes, but final costs are determined once the item is ready to ship.

Additional Charges May Include:

• Crating or pallet preparation

• Tailgate lift service (if required for unloading)

To reduce shipping costs, we may ship topiaries in smaller, easy-to-assemble pieces using standard boxes.

🌱 Returns for Live Plants or Trees

• A 25% restocking fee applies to authorized returns of live plants or trees in good condition within 2 weeks of receipt.

• Customers are responsible for return shipping.

• Shipping fees are non-refundable.

By accepting nursery stock or custom-made products, customers agree to the seller’s terms and conditions, which constitute the full agreement.

📋 Damaged Delivery

Inspect your order upon arrival. If damage is found:

1. Note it on all copies of the delivery receipt.

2. Retain a copy.

3. Contact Customer Service at 866-306-1020 immediately.

Save all packaging materials. All damages must be reported within 24 hours of receipt.

If inspection is not allowed, refuse the shipment.
Failure to do so may result in full payment responsibility.

❌ Cancellations

To cancel an order, please call us directly.

• Non-damaged returns within 15 days may incur a restocking fee up to 25%.

• Custom orders (e.g., Preserved Topiaries or Custom-Made Trees) are non-refundable.

🌍 Shipping Outside the Continental U.S.

For orders shipped via UPS to Alaska, Guam, Hawaii, Puerto Rico, or the Virgin Islands, additional charges will apply automatically.

For freight shipments, contact Customer Service for a custom quote.

⚡ Expedited Shipping

Please call us to discuss expedited delivery options.
Customers are responsible for providing accurate shipping and contact information.

 

❓ Frequently Asked Questions (FAQs)

1. Why do I need to provide my phone number and email address when placing an order online?

Including your email address, phone number, and fax (if applicable) ensures we can quickly contact you regarding your order—whether to confirm details or resolve any issues that may arise.

2. What credit card information is required for purchases?

When using a credit card, please provide:

• The card number

• Expiration date

• Full name as it appears on the card

3. Do I need to calculate taxes and shipping costs myself?

No. Taxes and shipping fees are automatically calculated during checkout. If additional charges apply, we will contact you directly.

4. How will my order be shipped?

In-stock items are shipped via UPS or FedEx Ground directly from our Distribution Center.

5. What is your return policy?

All returns require a Return Authorization. Please call 866-306-1020 for instructions. Additional details can be found in the “Customer Service” section under “Returns.”

6. Who do I contact with questions about my order?

You can reach our Customer Service Department at 866-306-1020. You may also email us through the “Contact Us” page, and we’ll respond promptly.

7. What are your Customer Service hours?

Customer Service is available Monday through Friday, from 9:00 AM to 5:00 PM EST.

8. Order Inquiries & Inventory Availability

For moss and frame animal topiary plants, we recommend calling to confirm inventory availability. Note: Moss orders require an additional week for processing due to the stuffing process. For urgent or rush orders, please call 866-306-1020.

We collect customer information solely to confirm orders and provide shipping updates. We do not share your information with third parties.

9. Do restocking fees apply?

Yes. Restocking fees may apply depending on the product and the condition of the return.

10. Decorative Containers

• Shades of color may vary slightly; no two containers are exactly alike.

• Containers are sold separately unless otherwise stated on the product page.

• If you need to exchange a container for a different size or color, freight charges will be covered by the company.

11. Topiary Supplies

Maintain your animal topiary forms with our Topiary Repair Kits. These kits help keep your ivy topiaries looking fresh and vibrant.

12. Custom Topiary Sculptures & Tree Shipping

Shipping large custom products may incur additional handling fees, including gate lift charges for pallet deliveries.

13. Polyblend Foliage Warranty (Custom Topiary Use)

Polyblend foliage is designed to withstand outdoor conditions for up to five years.

If the foliage used in a custom topiary fails prematurely:

• We will work with the manufacturer to arrange a replacement of the foliage only.

• Reapplication of foliage may require special arrangements.

• The fade guarantee applies only to the foliage, not the full topiary structure.

More information on the polyblend foliage guarantee