Policies

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return or refund.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@gardenxpress.ca. If your return is accepted, we’ll send you instructions on how to complete your return. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at customerservice@gardenxpress.ca

Live goods warranty

Upon arrival of your live goods if you see an issue please contact us right away at info@gardenxpress.ca. The following products qualify for our Live Goods Warranty: Nursery stock (Trees and Shrubs), and Perennials. These items carry a 30 Day Satisfaction Guarantee and would be exchanged for the same live good(s) or a live good(s) of the same value. Depending on the time of the year you receive your product we may be unable to complete the guarantee for the same product. We will discuss options with you to come to a full resolution.  Due to the nature of live goods we are not responsible for items that were not cared for since receiving the product. Please check our tips and tricks section for maintenance and care tips for our live goods. Holiday Live Greens, Annuals, Hanging Baskets, and Planters do not carry a warranty and are final sale. They are only eligible for exchange through our Satisfaction Guarantee. Contact us at customerservice@gardenxpress.ca regarding any questions for our live goods warranty and Satisfaction Guarantee.

Damages and issues
Please inspect your live goods/order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please provide photographs of the damaged product/plant and contact us at customerservice@gardenxpress.ca 

Exceptions / non-returnable items
Certain types of items cannot be returned like plants (specifically Holiday live greens, Annuals, Hanging Baskets, and Planters do not carry a warranty are final sale), custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. You can contact us at customerservice@gardenxpress.ca

Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method (less shipping and handling). Please remember it can take some time for your bank or credit card company to process and post the refund too.

You can always contact us for any warranty, return or exchange questions at customerservice@gardenxpress.ca