Return / Refund Policy

Return /Refund Policy

We understand that occasionally a customer may purchase something that isn’t the best fit for them so we encourage you to allow us to assist you in your purchase if you have any questions at all before you submit your order. Heartland Greenhouse and Garden Supply  is not responsible for ensuring compliance with any local building codes or statutes, so please make sure that you research this for your community before ordering.

  • If you are dissatisfied with your order please contact us immediately with the problem and we will do our best to allow you to either exchange it, replace it or issue a refund of your money within 14 days of your purchase.
  • All returns require a RMA number to be assigned before returning. To obtain an RMA please Contact Us here with your order number and the items you wish to return
  • Must be in original packaging and in re-sellable condition
  • Please provide your invoice with the return.
  • All returns are subject to review and approval and a 25% restocking charge.
  • You are responsible for return shipping costs unless the product is damaged or defective upon arrival.
  • Some Products are made to order and therefore cannot be returned/refunded. These products will have: “THERE ARE NO RETURNS ON THIS PRODUCT ONCE ORDERED.” listed on their page.

      Canceling Or Modifying Order

      • If you realized that you needed to cancel or modify an order after placing it, please let us know asap.  If it hasn't shipped yet, you will be charged an 8% fee to help us recover the charges we incur processing your order. 
      • If you cancel an order an item after it has already been shipped to you then, you will be responsible for:
      •           All shipping (two way shipping)
      •           25% restocking fee
      •           all Handling fees

      If you refuse a package from any of the carriers or the package has been returned to us after attempting to deliver it 3 times, we will deduct a 25% restocking fee and two way shipping and handling fees from your refund.

       

      Damaged or Defective Item:

      We are so sorry if you received a damaged/defective product! Please Contact Us   here with your order number, photos showing the damage or an explanation of what is defective, and any other important details to help us find a resolution. 

      Upon receiving your delivery  we advice that you inspect the boxes upon receipt of your shipment. Please check for any missing boxes or packages. Also, inspect for any damages of the packages and notate on the bill of landing before signing for your shipment. If you notice a discrepancy between what you ordered and what was delivered, please notate the number of missing boxes on your copy and the driver's in case of damage. Also, make sure the driver signs both copies. In case of damage, please take pictures of the unopened boxes in order for us to determine the next step. Make sure you write the word "DAMAGED" in both your receipt and the driver's and get him to sign both copies. We ask that you let us know about any possible damage no more than 4 days after the date it was delivered. If you have are not responsible for the damage, the shipper will be charged to fix the delivered product.

      Missing an Item:

      If your order has multiple products, it may come in separate boxes or shipments. We will load your tracking information as soon as it is available with your master tracking number.  If items ship from different locations, you may receive two or more tracking numbers. You should be able to see all of the individual tracking numbers in your shipment on the courier's website. Occasionally shipments with multiple boxes become separated and will arrive on different days.

      If you are still missing an item after checking the tracking, please Contact Us here with your order number and what item is missing! We’ll do our best to track it down or send a replacement.

      Received the Wrong Item:

      Whoops! Did you not receive the correct item you ordered? Please Contact Us here with your order number, the item you received, and the correct item you need shipped to you. Please note unauthorized returns may not be processed if we cannot associate it with an RMA#.

      Processing a Refund

      • Once you have been approved for a refund please give it at least 3 to 5 business days for the refund to post.
      • The refund will go back to the method of payment that was used.

      Late or Missing Refund

       If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

      Next contact your bank. There is often some processing time before a refund is posted.

       If you’ve done all of this and you still have not received your refund yet, please Contact Us and we will help.