Shipping, Cancellation and Return Policy
Products will be shipped as quickly as we possibly can but please allow 1 to 2 business days upon completing your order. Normal business hours are Monday through Friday, 9AM to 5PM Eastern Standard Time. Also please note that we are typically closed for most holidays.
Please make sure you want your items before you purchase them as we begin the fulfillment process on all orders as soon as possible. All orders cancelled after 24 hours are subject to a $25 administration fee whether or not your order has shipped. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order. Please see our Refunds policy below for details and any additional charges and please also contact us as soon as possible via email on our Contact Us page.
Please report damaged or defective merchandise to us immediately by email or our Contact Us page. Photos of the items and the packaging must be provided. This will speed up the resolution process. We strongly recommend at the time of delivery, if you notice any cartons that look dented, crushed or just not right, open them immediately and inspect the contents. If the contents appear to be damaged, please notate it on the delivery ticket, refuse that item only and contact us as soon as possible for instructions.
We are happy to provide refunds for any defective products. To be eligible for a return, your item must be unused and in the same condition that you received it. You must also have the original receipt or proof of purchase. We work hard to ensure that each item that leaves our warehouse is not defective so that you do not have this experience.
Please count and inspect your order immediately upon arrival. Freight companies will no longer pay for any claims made past 7 days from the date of shipment! Any damage found after this 7 day period will be the customers responsibility. You must keep all the shipping boxes, packing material and the damaged items for the carrier to inspect before any reimbursement or credit will be made to your account. Credit will be given only after the product is received and inspected at our warehouse.
Important: Be sure to re-package product carefully so it is secure and will not be damaged in transport. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. You should consider using a trackable shipping service or purchasing shipping insurance. Shipping insurance costs are non-refundable. We don’t guarantee that we will receive your returned item. In addition to the above return shipping charges, there is a 15% restocking fee on all items returned.
Please contact us via our contact page for more details about receiving a refund to get this process started. Customer must receive a return authorization code from Plants On Walls prior to returning items. Items without a return authorization will not be accepted. Please contact us via our contact page to obtain a return authorization.
Customers have 15 days from the date of invoice to contact Plants On Walls for a return authorization. All sales are final after 15 days.
Products must be unused and free of soil to receive a refund. Used products will not be accepted for return, nor will credit be awarded if containers are used or damaged. It is the responsibility of the buyer to properly package all returns with original packaging materials and insure the product for return shipping. Plants On Walls accepts no responsibility for damage to items during return shipping.