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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 our if there are any of our local dealers in your area. These are your fine and dedicating neighborhood Fine Garden and Nursery Stores working hard with us to serve you providing good service and products satisfactory.
Custom Order
Custom sizes can be ordered through our sale department if our work schedule allow us to do so, there are times in the year we are just too busy to build our regular stock and cannot accommodate you. Please be advise custom sizing are not refundable unless there are defective.
Payment
Due to the New Internet Credit Card Transaction, all transactions have to made real time, in another word, 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 sale at Toll free phone at 1-800-574-7248. We are glad to take your order over the phone, give you the freight charge, or any other question you may have. Your credit card will not be charged before the shipment is shipped out.
We also take accept check or money order payment, you would go through the ordering procedure with our online order until you get to the invoice section. Instead of going to the next step for the credit card payment segment, you can simply fill up the Customer Information and print out the invoice then send it with your payment to Master Garden Products, 3223 C Street NE, Suite 1, Auburn WA 98002.
Packaging
We do use used carton boxes to package our products for shipping, these carton are not custom fit to our products, there are times the packages may not look too presentable, but we feel that will save your money and our natural resources. Used carton boxes save a lot more natural resources than the recycle boxes.
Shipping
If you like to find out the cost of shipping, you can go through the order process using the order button, till you get to the total cost page with the freight charge included. Then you can decide weather you want to complete the order.
Your order is primary shipped by Fedex Ground Parcel service and Bullet Commercial Trucking freight. We may also use any other shipping company as long as the order can be deliver to the customers in the timely fashion.
All commercial truck freight is for curbside delivery only. If you need to a moving service to move the freight into your house you have to pay the extra charge to the trucker, please call first 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 of receipt of order. To receive credit for damaged goods, a picture must be email or send to www.mastergardenproducts.com with a request of credit and an explanation. We will review your request and issue a credit if appropriate.
Bamboo is a natural material and 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 split, it is the nature of bamboo, we do not refund or return for split bamboo products. You can reduce the split of bamboo products by avoiding direct sunlight to the larger poles bamboo, let them ease into the temperature differentiation between placing them or uses outdoor. Please read to learn how to care for 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 return accepted.
Warranty
We guarantee our products for manufacturing defective for 30 days.
Contact Us
Online Sale and Service toll free 1-800-574-7248
or send email to Online Sale & Service
