CANCELED ORDERS
Orders canceled within a 24 hour period of placing the order will be refunded completely, with no restocking fees applicable. In fact, we are able to refund 100% when payment has NOT YET been applied, but once it has this policy comes into effect. Unfortunately for us, and for some customers, they must cancel their complete order after it has been filed, for whatever reasons. We certainly understand there are circumstances which can occur making this necessary, but we still spend time filing the order, preparing the paperwork, as well as adding/deleting the items from inventory. If orders are already billed to the credit card, we lose up to 5% of the total to the card company when we refund the customer, because the bank does not refund us the charges we incur for accepting cards in the first place. For these reasons, we charge 15% of the total order (including postage) as a restocking fee on canceled orders that have already been filed and processed.
PRODUCT GUARANTEE REFUNDS
If you receive bulbs that are not in prime planting condition when you receive them please call us to discuss it. Not very often this happens, when it does it is usually due to warm conditions at the post office or in transit. We expect you to call first (no credit or refund issued if you don't!), if requested to return them, do so within 10 days of your receiving them. We will credit you the full amount for the item as soon as we receive it. If payment was made by credit card or PayPal the refund is issued to your card or PayPal account immediately upon return of the items. If payment was by cheque, refund will also be by cheque.
If you are unsatisfied with our product and quality we will issue a full refund, less shipping charges upon the immediate return of the product. Shipping charges are not refundable under any circumstances, nor is the phytosanitary certificate fee for out of country orders. Returns must be received back at our location within 10 days of the day you received them.
REFUNDS FOR OVERPAYMENTS, OVER CHARGES ON SHIPPING, ETC.
If payment was made by credit card or PayPal the refund is issued to your card or PayPal account immediately. If other payment methods were used, we will send you a cheque refund if the credit is $10.00 or more, otherwise the credit will be kept on file for future orders. You may also request the credit be held for future orders if it is over $10.00. Credits are issued when we are unable to ship you a replacement immediately.
DAMAGED ITEMS
If your bulbs or products are damaged in shipping, you will be issued a full refund or we will replace the products at no cost to you. If a signature is required by the carrier please make a note on the documents of visible damages before signing. If damage is visible when you receive the package, please try to take digital photos, which helps us validate the claim with the carrier. Notify us immediately as most often it is the shipper (us in this case) who must initiate the claim.
INTERNATIONAL ORDERS
International shipping amounts do not include international customs, brokerage or tariff fees. The purchaser is responsible for any and all additional fees, duties, taxes, associated with orders shipped outside of Canada. It is customer responsibility to be aware of the customs and/or documentation needed plus any other fees or processes which may apply to importing lily bulbs into their own country. We cannot, nor do we make any claims of knowledge of regulations in any country other than Canada. We do not issue refunds for orders returned due to refusal to pay additional fees, taxes or duties in the destination country.
We have a strict policy against misrepresenting the value and/or contents of your order on international customs forms. To misrepresent your order on customs forms would put us at risk legally. Any requests to do such will be ignored.
