Customer Service

Our Guarantee

We select only the finest quality items for your purchase. However, if you are dissatisfied with an item, please return it (according to the guidelines below) within 15 days of purchase. We will gladly exchange the item or credit your award account or credit card for the merchandise returned.

Returns

All returns require a Return Authorization. Please call 866-306-1020 to obtain complete instructions with in 10 days of delivery.–

Topiary Trees
5 Lyons Mall, Suite # 108
Lyons, NJ 07920

Topiary Trees
4300 Black Ave, Suite #1960
Pleasanton, CA 94566

To help us maintain our quality standards and understand the reason for return.

It may take several business days to process your credit.

Refusing an item that is in good condition and accommodation returns will result in restocking and freight charges that will not be refunded.

All custom Topiary Trees or Topiary Art Forms or custom orders are non-refundable.

Ordering Information

We utilize the internet most trusted payment service or can take credit card payment over the phone. You can place an order at your convenience by using any of these methods: Internet: Simply complete the View Cart Order Form located in check out and submit as indicated. Phone: Call 866-306-1020 from 9:00 a.m. – 5:00 p.m. Eastern Standard Time

Shipping and Handling Fees

Shipping and handling charges are calculated after the order is placed to ensure accurate costs.

When ordering our products (Live & Artificial Topiaries Plants or Animal Topiaries) we suggest you call us for a shipping quote by providing us with your shipping zip code.

Residential Shipping

We recommend shipping to commercial businesses or have someone sign for the package at delivery time so you can inspect your products for potential shipping damage. If you discover any shipping damage, we suggest you document the damage found on the Bill of Lading and not accept the shipment.

Topiary Trees has no control over when shipments will be delivered to the home, additional charges from the carrier, gated communities access, or the knowledge of when the customer is not available at home to accept the delivery.

Topiary Trees is NOT responsible for lost or damaged packages shipping to residential address. Please make arrangements to be home when merchandise is delivered.

Sales Tax

When applicable, sales tax will be automatically calculated during check out or you will be contacted if additional charges do apply.

Standard Delivery

Many items are shipped via UPS ground service directly from our Distribution Center. Unless you are notified of a back order situation, please allow 2 to 4 weeks for delivery of in-stock items.

Items ordered together may not necessarily ship together. When placing your order, please allow sufficient time for receipt of your order. Delivery charges, (stated in the item description) apply to delivery within the continental US only.

Freight Delivery

Some larger items are delivered via common carrier. If your item requires delivery by this method you will be contacted to arrange for delivery. Please note, delivery time may vary. If your order consists of multiple items, all items may not be delivered at the same time. Delivery must be accepted as items become available.

Custom Large Orders for Shipping Considerations

When we ship custom large topiaries or live trees, we must put them on a pallet or crate them. We typically do not know the details of shipping your order until it is built. We can provide an estimated quote for pallet, making a crate and shipping costs, but the real cost of shipping is known when we are ready to ship. Thus, shipping is just a quote on the shopping cart.

Also, if you need to use a tail gate lift to unload the crate or pallet at the destination, this is an additional charge we are imposed by the shippers.

We have found shipping to be cheaper if we make the topiary in smaller pieces and you would need to assemble the topiary upon arrival and typically do not need an automated tail gate lift to unload the pallet or crate as the topiary would ship in standard shipping boxes to the destination.

Applicable fees for shipping a large over sized custom topiary is the cost to make the crate or slate to fit on a pallet or fee to take an existing pallet to hold the trees upright for shipping, plus the shipping cost and optional tail gate lift.

Freight Delivery for Live Plants or Trees Returns

A 25% restocking fee will be charged for plants or trees returned in live ‘good’ condition with authorization, within two weeks of receipt. Customer is responsible for shpping product back to our warehouse if product is in good condition. 

By accepting nursery stock or custom made product such as a topiary or preserved tree, customer accepts seller’s terms and conditions of sale, which will constitute an entire agreement between buyer and seller. Shipping fees are non-refundable.

Damaged Delivery or Delivery Verification

To guarantee shipping from damage, we kindly ask that you inspect the Topiary Tree or Topiary Art Form upon arrival from UPS or trunk line. If the shippers do not allow you to inspect the Topiary Tree or Topiary Art Form or Planter where you open the box and look at it for damage, refuse the shipment. If you do not refuse shipment from shipping damage, you are responsible for full payment. Sending the order back to us will allow shipping damages with financial responsibility back to the shipper, not the customer. Be sure to list the damage you find on the bill of lading with a valid description of defect, signature and date.

In the rare event that your order arrives damaged, note the damage on all copies of the delivery receipt before signing. Retain a copy, and contact Customer Service immediately toll-free at 1-877-237-2972 for further instructions. Inspect your order immediately. Save all packing materials, cartons, etc. All damages must be reported within 24 hours of receipt.

Cancellations

Due to our rapid order processing system, you must call us directly to cancel your order.

Orders returned (not damaged) within 15 days may incur a restocking fee up to 25%.

Custom order are non-refundable such as Preserved Topiaries or Custom Made Trees

Shipping Outside the 48 Contiguous States

When placing an order to be shipped via UPS to Alaska, Guam, Hawaii, Puerto Rico and the Virgin Islands, an additional shipping charge will be automatically applied to your order. When placing an order to be shipped via freight, please continue to contact Customer Service for a custom quote of additional shipping charges.

Expedited Shipping

PLEASE CALL FOR EXPEDITED DELIVERY OPTIONS. It is the customer’s responsibility to ensure we have the correct shipping address and contact for expedited orders.

FAQ’s

1) Why do I need to supply phone numbers and my e-mail address when I place my order online?

It is imperative you include your e-mail address, fax (if applicable) and telephone number when placing an order online. This will allow us to quickly contact you should any questions arise with your order or to simply confirm your order if necessary.

2) If I am using a credit card for my purchase, what information do you need?

In addition to the card number, you must also indicate the card’s expiration date and the full name as it appears on the card.

3) Am I responsible for figuring out the taxes and shipping costs for my order?

No, these calculations will be made automatically during the checkout process or you will be contacted if additional charges apply.

4) How will my order be shipped?

In-stock items are shipped via UPS or FexEx ground service direct from our Distribution Center.

5) What is your return policy?

All merchandise returns require a Return Authorization. Please call 866-306-1020 to obtain complete instructions. Additional information is also located in the “Customer Service” section under “Returns.”

6) What number do I call if I have questions about an order I have placed?

You may call our Customer Service Department at 866-306-1020 to either place an order or make inquiries. You may also Contact Us online via email, and we will reply back to your email.

7) What are your Customer Service hours?

Our Customer Service Department is available to assist you from 9:00 a.m. 5:00 p.m., Eastern Standard Time.

8) Order Inquiries

Our Customer Service Department is available to assist you from 9:00 a.m. 5:00 p.m., Eastern Standard Time, Monday through Friday.

Suggest you call for inventory availability for our moss and frame animal topiary plants.

Moss orders take an additional week to process as we need to stuff the topiary with moss. If you have an urgent need for a rush order. Please call us @ 866-306-1020 

The information we collect is requested to confirm your order and provide shipping/delivery status on applicable items. We do not release any information to 3rd parties.

10) Does Restocking Fees Apply?

Yes, depending on the product and return conditions, restocking fees may apply.

11) Decorative Containers

Decorative Containers Shades of color may vary slightly. No two exactly alike! Decorative containers are sold separately unless stated in the product page. They are not included in the price of any item: If a container needs to be exchanged for a different size or color, freight charges will be borne by the company.

12) Topiary Supplies

We recommend that you take care of your animal topiary forms with our topiary repair kits. Your ivy topiaries will look new with our repair kit.

13) Custom Topiary Sculptures or Tree Shipping – Fees & Handling

Additional fees and handing for shipping large products such as gate lift fees for receiving a pallet.