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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:

1) Clearance items (unless damaged or defective)
2) Custom Products
3) Items marked “Non-Returnable” on the product page

Ready to start a return? Visit our Returns Center to request a return authorization. Refunds will be made to your original payment method (minus return shipping costs).

LARGE PLANTER RETURN POLICY

You can return a large planter within 30 days of delivery as long as it hasn't been installed/planted and is returned in the original packaging. In some cases, you might have to pay a restocking fee (generally 20-40%). When your planter arrives, please take the following steps:

1) Check the box for damage
2) Make sure the product name and model number match your order confirmation
3) 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 by phone at 888.468.1554 or via our Support Center 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, visit our Support Center and submit a ticket to our Sales & Support Department.

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. Visit our Support Center 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:

1) Check the box for damage
2) Make sure the product name and model number match your order confirmation
3) 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 visit our Support Center or call 888.468.1554.

Shipping & Tracking
I received an incomplete order. What do I do?

If you need to report a missing item, visit our Support Center and submit a ticket to our "Sales & Support" department.

How do I get free shipping?

It's easy. Simply place an order for over $99 (within the continental US) and your shipping in on us - no coupon necessary.

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:

1) Credit/Debit Cards (American Express, MasterCard, Visa, and Discover)
2) PayPal

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 / ePartners
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 limiited 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:

1) Your basic contact information
2) A few details about your business

We will reach out via email with the next steps.

All Other Questions
Need further assistance?
Contact us!
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