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Standard Return Policy & Christmas Return Policy

Standard Return Policy: U.S. Customers Only

Policy Highlights:

* We do not accept returns for custom built products, closeouts, overstock items, events and rush orders.

Policy Details:

We want you to love what you purchase. If you are not satisfied with your purchase, you can return or exchange any item with the exception of custom built products, closeouts, overstock items and rush orders within thirty (30) days of receipt as long as the product is returned in a new and unused condition inside its original packaging. Please contact our customer service department at 1-888-532-0232 to receive a return authorization, RMA, number.

CUSTOM ORDERS. Custom build orders are final sale and non-returnable once the item has moved into production. We will charge your credit card before the item is built. Order modifications may or may not be able to be accommodated once in production. Changes may incur a change fee from the manufacturer.

ALL EVENT ORDERS ARE FINAL. Items purchased for an event, including but not limited to trade shows, parties, promotions and photo shoots may not be returned once the event has started. Any damage claims or returns must be filed with us and/or postmarked for return before the event starts.

ALL INTERNATIONAL ORDERS ARE FINAL. If your international shipment arrives damaged, we will work with you to exchange or repair your item. We do not accept returns for international orders.

Christmas Return Policy: U.S. Customers Only

Policy Highlights:

* We do not accept returns for custom built products, closeouts, overstock items, events and rush orders.

Christmas Policy Details:

We want you to love what you purchase. If you are not satisfied with your purchase, you can return or exchange your Christmas item within thirty (30) days of receipt, or before December 20th which ever date comes first as long as the product is returned in new and unused-condition inside its original packaging.

ORDER CANCELLATION. You may cancel an order that has not been shipped. A restocking fee may apply for custom made orders that are already in production. To cancel an order that has not yet shipped, please call our customer service department immediately. Once an item or an order has been shipped it cannot be canceled, and you will have to process a general return once you receive the item.

ALL EVENT ORDERS ARE FINAL. Items purchased for an event, including but not limited to trade shows, parties, promotions and photo shoots may not be returned once the event has started. Any damage claims or returns must be filed with us and/or postmarked for return before the event starts.

ALL INTERNATIONAL ORDERS ARE FINAL. If your international shipment arrives damaged, we will work with you to exchange or repair your item. We do not accept returns for international orders.

Refunds

All products with the exception of custom built products, closeouts, overstock items, events orders and rush orders properly returned under this policy are eligible for a refund or exchange. We will refund you the total purchase price of the product. We do not charge restocking fees, ever.

We will notify you via e-mail of your refund once we have received and processed the returned item. Please note: we will refund shipping costs only if the return is a result of our error.

We will do our best to process the return quickly. Please allow 7-10 business days for processing. Refunds will be credited to the original purchasing credit card account number only.

Damages

We require a picture to file a damage claim. Please take a picture of your damaged item and email it with your order number and preferred contact information to cs@artificialplantsandtrees.com.

Please inspect your order immediately upon arrival. Do not dispose of the box or any packaging materials until you have inspected your order and are satisfied it is complete.  If your item is damaged you must contact customer service within 4 days of receipt of your order to file a claim.  You must save all of the packaging materials that were used for the shipment.

For freight shipments, please inspect your item before the driver leaves. When you sign for delivery, even if the package appears only slightly damaged, please write "Package Damaged." If the package looks significantly damaged, you may refuse delivery. In this case, please notify us so that we can expect the return shipment. Once the package returns to us we will send you a new one right away.

If you have already accepted the package and notice concealed damage or missing parts in your shipment you must notify us within 4 days of receipt of your product. We will ship you replacement parts free of charge. If we cannot replace the parts, our carrier will pick up the original package and we will send you a full replacement.

If you decide you do not want parts or a replacement, you can return the item under our standard return policy.

If you received a damaged product or the wrong product and we cannot solve the issue with either a full replacement or replacement parts, we will pay to return the item and give you a full refund.

If your product has a manufacturer's defect, we can either replace the defective part, or, if necessary, the entire product.

Rush Orders

All rush orders are exempt from our standard return policy. We do not accept returns for RUSH orders.

Closeout and Overstock Items

All closeout items are exempt from our standard return policy. We do not accept returns for closeout and overstock items. Items will be clearly marked closeout or overstock on the website.