Returns & Refunds
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 14 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. The only exception to this rule is if payment by credit card or PayPal was made more than 60 days previous to processing the return. In that case, refund is made via cheque. 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 if applicable. Returns must be received back at our location within 14 days of the day you received them.
REFUNDS FOR OVERPAYMENTS, OVER CHARGES ON SHIPPING, ETC.
Sometimes the calculations made for shipping are out in left field and seem ridiculously high. If your actual shipping charges are less than what you paid for shipping we certainly refund the difference. 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 OR LOST ITEMS
If your bulbs or products are damaged or lost 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. This applies whether it has been delivered by regular mail or courier.
I think we have had less than 3 packages lost by Canada Post since 1997, and none at all lost by other delivery methods. The parcels were recovered by Canada Post in the end but unfortunately long past the day the bulbs inside were in prime shape, so refund was necessary. All packages sent by Canada Post include $100 value of insurance on the product within. They also have a delivery guarantee on the time frame for some methods of delivery such as Expedited and XpressPost.
Notify us immediately if your package is damaged or you suspect it is lost or missing as most often it is the shipper (us in this case) who must initiate the claim.
Although UPS has never lost a package shipped by us (probably because I refuse to use them!) they have lost numerous, in fact too many to count - packages sent to me personally, or to this business. I'm talking a really long, bad track record over a period of 23 years to date! Lost completely or lost for 2 weeks has no bearing in my opinion since in every case I was never contacted and asked directions to this location, or for further delivery instructions as is supposed to be their policy. Once in a blue moon, and about a month after the package should have been delivered I have received a card in the mail telling me they 'attempted' delivery and please contact them. Hmmm...attempted how? I have an answering machine they can leave a message on, and on top of that I have call display with a phone that keeps record of the last 80 numbers! Typically this scenario leads to me having to travel an hour or more to retrieve the package at some other location, or the shipper reshipping using an alternate method. For a number of years now I have refused to do business with any other business which insists on shipping UPS only.
Don't believe it when you are told they deliver to every address in Canada rural or otherwise! That is utter hog wash, the fact that so many of my own packages have been dumped at random businesses in a nearby city with Joe Blow or Jane Doe signing for them (and then I'm told I signed for it??) proves it. What really irks me about them is that they alter the tracking records to suit their purposes and more than once the company who shipped to me believes that I am responsible for the lost package since I 'told them' (UPS) to send it elsewhere or I did not contact them, according to the tracking records. In most cases they don't believe me when I tell them how truly terrible UPS service is in this province. OK, enough of my rant against UPS - I just thought you should know the reason why I REFUSE TO SHIP ANY BULBS TO ANY CUSTOMER ANYWHERE IN THE WORLD by UPS - so please don't ask. DHL, Fedex, Purolator on special request no problem, just NOT UPS!
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 so will be ignored.