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Order, Payment & Shipping Policy
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Canadian customers please call 1-253-939-5757 for freight and order information or by email
Please check with our dealers link page to find out if there are any of our local dealers in your area. These are your dedicated neighborhood garden and nursery stores working hard with us to serve you by providing good service and product satisfaction.
Custom Order
Custom painting and sizes can be ordered through our sales department, when time allows us to do so. There may be times in the year when we are just too busy to build our regular stock and cannot accommodate you. Please be advised that custom painting and sizing are not refundable unless they are defective.
Payment
Due to the new internet credit card transaction, all transactions have to made real time with the option of Paypal, in other words, your credit card will be authorized at the time you place an order. We will charge your credit card account when your order is actually shipped. If you do not feel comfortable with that arrangement or you do not want to use your credit card over the internet, you can contact our sales toll free at 1-800-574-7248. We will be more than happy take your orders over the phone, give you the freight charge, or answer any other questions you may have. Your credit card will not be charged before your order is shipped out.
We also accept check or money orders. Place an order as you normally would when placing an order online, until you get to the invoice section. Instead of going to the next step to the credit card payment segment, you can simply fill out the customer information section and then print out the invoice and send it with your payment to:
Master Garden Products
3223 C Street NE, Suite 1
Auburn, WA 98002
Canceling Orders
All order cancellations must be phoned in so that we can confirm the request as well as provide authorization of the cancellation. Order cancellations will not be accepted through email and will not be honored.
Packaging
Carton boxes are not customized to fit our products, so we use reclaimed carton boxes that we cut to certain sizes to accommodate to the shape and size of the item. That way, we believe we save you money on shipping, as well as wasting less boxes and space.
Shipping
If you like to find out the cost of shipping, you can go through the order process using the order button, until you get to the total cost page with the freight charge included. You can then decide whether you want to complete the order.
Your order is primarily shipped via UPS, Fedex or Ontrac. We may also use any other shipping companies as long as the order can be delivered to the customers in a timely fashion.
All commercial truck freight is for curbside delivery only. Service to move the freight into your house is at extra cost. Please call for mover freight service.
All damages and defective products have to be reported within three days of delivery and returns must be authorized.
Damage or Defects
If you have received damaged, defective, or incorrectly shipped merchandise, please contact us within five days upon receiving the order. To receive credit for damaged goods, a picture must be emailed or sent to www.mastergardenproducts.com with a request of credit and an explanation. We will credit only to unused merchandise only. We will review your request and issue a credit if appropriate.
Bamboo is a natural material and a slight variation of color can be expected. Bamboo products in packages may sometimes mold. It can be easily removed with a bleach solution. Bamboo will naturally split at times, thus we do not refund or accept returns for split bamboo products. You can reduce the split of bamboo products by avoiding direct sunlight to the larger pole bamboo, let them ease into the temperature differentiation between placing them or using them outdoors. Please read to learn how to care for our bamboo products here.
All returns must be authorized. Custom sized products cannot be returned unless it is defective or damaged. We will do our best to ensure your satisfaction.
Products returned without authorization will not be accepted at our warehouse and consequently, no refunds will be issued.
The buyer will be responsible for the costs of back and forth shipping plus 15% restocking fee on all returned merchandise with the exception of damaged or wrongfully shipped items.
Custom Order
All custom sizes and painted orders are not refundable, and no returns are accepted.
Warranty
We guarantee a 30 days warranty if it is defective by our manufacturer.
Contact Us
Online Sales and Service toll free 1-800-574-7248
or email to Online Sale & Service
