All orders are automatically processed on our secure merchant processor, then we manually sort orders and start appropriate steps to ensure receipt of requested products. During this process we incur irreversible fees and labor costs. Many items are both inventory and time sensitive and we place a reserve on inventory that could be sold to others. The act of cancelling an order takes time and sometimes incurs fees through our merchant processors. Therefore, while we understand that orders might need to be changed sometimes, we are unable to do it free of charge after a certain point.
Additionally, we have stated in multiple places that shipping is NOT an option on certain items including all trees, live plants, and bulk or large items. If an order is placed for pick up of trees, live plants, or bulk items and shipping charges are applied, we will attempt to confirm the requested order by email. If the shipping charges were in error we will issue a credit for those charges. However, if an order is placed for these items to be shipped despite posted limitations, the order will be cancelled per our cancellation policy.
We strictly adhere to the following cancellation policy:
- If you cancel your order BEFORE it has been processed, you will be assessed a 15% cancellation fee before credit is issued.
- If you cancel your order DUE TO OUR SHIPPING POLICY, you will be assessed a 25% cancellation fee before credit is issued.
- If you cancel an order for a Special Order item BEFORE the seasonal deadline and the item has not been ordered from our supplier(s), NO cancellation fee will be assessed.
- If you cancel an order for a Special Order item AFTER the seasonal deadline and the item has been ordered from our supplier(s), no refunds are available.