Returns and Shipping Claims

The Garden Gates Return Policy and Shipping Claims

DAMAGED ITEMS & SUBMITTING A CLAIM

When you receive your order, inspect the outer package for any damage as soon as it arrives. If you find any damage upon opening your shipment, please note and photograph it so you can provide us with all pertinent details.

All DAMAGES MUST BE SUBMITTED WITHIN 48 HOURS OF DELIVERY
  • Email the picture(s) that best represent the damage to your product and provide any helpful information in the description section.
  • If the package's exterior was visibly damaged, did you tell the delivery person when it arrived?
  • Does the damage look related to shipping, or does it appear product-related?
  • Does the entire item need to be replaced or just a part?
  • Please let us know any details that will help us to serve you best.
Send all pertinent information to info@thegardengates.com

Once your report has been submitted, a customer service representative will begin processing your damage report and will contact you with further details.

The Garden Gates reserves the right to repair or replace damaged items at its sole discretion. Determining what warrants a repair or replacement is on a case-by-case basis. The Garden Gates' trained staff has the knowledge to decide how a damaged product will be repaired, based on the extent of the damage, item availability, and other factors. The Garden Gates will request pictures of the item, packaging, and other relevant images. Failure to provide adequate images or to notify of damage promptly may void any repair or replacement measures.
Returns and Exchanges:
Log in to your Garden Gates account, locate your order number, verify the contact information is correct, and confirm whether the item is to be returned or replaced. Include a reason for the return or exchange. Email info@thegardengates.com with the necessary information for return.

We will review your request for a return and email an RA Number and instructions for returning the item if it is eligible for return. If you were not signed into your account when the order was placed, please email info@thegardengates.com to obtain the RA Number. Please let us know the reason for your return/exchange, and have your order number ready.

The item must be shipped back to the manufacturer. Please allow for time to obtain their proper RA Number and shipping information. Once you have shipped your item back to the manufacturer, please email your tracking number to info@thegardengates.com for reference. Failure to do so may delay the refund process.

Eligible Items for Return:
  • Items must be returned in their original packaging in unused condition.
  • Soiled/used items will be refused and returned to you at your expense.
  • Returns on eligible items that are not defective will incur a restocking fee of at least 25%, or the value determined by the manufacturer's terms, or an exchange for an item of equal or lesser value.
  • Refunds will be issued in the original payment form and at the original price, less shipping and handling, restocking fees, gift wrap, and return shipping charges.
  • Standard shipping charges will apply for all "free shipped" non-defective items.
ELIGIBLE ITEMS FOR RETURN - THAT HAVE BEEN UNUSED REMAIN IN ORIGINAL PACKAGING, THAT ARE NOT MADE TO ORDER, CUSTOM, OR PERSONALIZED

ORDER CANCELLATION

You have 24 hours from the day of your order to make any changes. Please notify us in writing at info@thegardengates.com. The customer must cancel the order; no third-party cancellations will be authorized. Due to the production process, some items cannot be canceled. This includes, but is not limited to, Campania International. Before placing your order for any of these collections, please consult with one of our on-staff designers or technicians for any questions you may have. Orders shipped while the order is still in transit to the customer are subject to a restocking fee, and the customer is responsible for all shipping fees.
FINAL SALE
Final sale items are not eligible for return or exchange. This includes but is not limited to trunk show items, discounted items, and custom-ordered items. Products made from natural materials, such as reclaimed wood, timber, linen, and cast stone, may not be returned or exchanged due to color variation. Due to the production process, some items are final sale, including, but not limited to, those from Campania International. Before placing your order for any of these collections, please consult with one of our on-staff designers or technicians for any questions you may have.

CUSTOM ORDERS ARE A FINAL SALE

A custom item is any production that is monogrammed or personalized or any item made to order (such as furniture, bedding, lighting, and rugs); these are non-returnable and non-refundable. Outdoor products, such as cast stone items stained or painted to order, are considered custom orders. Returns will not be accepted due to color variances for any product considered custom.

The average production timeframe for all cast stone pieces by Campania International is 5-7 business days. This period spans from when the order is placed until it is prepared for shipping. After submitting payment, you have 24 hours to notify The Garden Gates if any changes to your order are needed. Should the production time frame need to be extended for quality control measures or to ensure the safe travel of the order, you will be notified by email. Each piece is handmade in the USA and shipped directly from the manufacturer.

You have 24 hours from when the order was placed to cancel a custom order and have the amount refunded to your credit card. After 24 hours, custom orders are non-refundable.
When receiving freight items such as furniture and outdoor decor, please inspect all packages carefully for any damage that may have occurred in transit. Claims against damaged items must be made within 48 hours of receiving the order. After 48 hours, claims will not be accepted or resolved. For specific product policies, please see our vendor warranties.
If the custom furniture does not meet the ordered specifications, please contact The Garden Gates immediately to arrange for the items to be replaced or reshipped.

The Garden Gates does everything possible to ensure the speedy and safe delivery of your products and special orders. We strive to ensure that everything is processed and on its way within 7-15 business days; however, circumstances beyond our control may affect this timeframe. Some brands require a 6-8 week production time until products ship. We welcome inquiries into delivery estimations and provide our customers with tracking information.

If the customer refuses a shipment, they will be charged for any shipping and freight costs, including those incurred to ship the item to them and the return shipping or freight.

If a shipment is delayed and incurs storage fees, the customer will be responsible for payment of those fees.


SHIPPING VIA LTL FREIGHT TRUCK
Many heavier items, such as those made of cast stone, or oversized items, such as furniture, will ship via LTL (less-than-truckload) Freight truck. This process is simple. However, there are a few points to keep in mind when receiving your order.

Please inform us of any particular circumstances when you place your order.
  • Additional services requested during delivery will result in further delays when receiving your item.
  • The free shipping option is available for all of the products.
  • For our oversized items, this service stops at your CURBSIDE.
Storage fees are charged if your delivery is delayed. The amount will be the consumer's responsibility. Please notify us of any special delivery requirements when placing your order to avoid this circumstance.

The delivery company will contact you to arrange an appointment using the information provided on your order. Please ensure that your phone number and email address are accurate. Please get in touch with us with any corrections right away at info@thegardengates.com. Failing to provide the proper contact information can delay delivery and possibly incur storage fees.
Upon delivery, please inspect your order carefully. Please note on the BOL (delivery ticket) PENDING INTERNAL INSPECTION. Please report any defects in the packing and take pictures. If your item is damaged during shipping, this information is crucial in processing and resolving your claim promptly.

WARRANTY CENTER
During the life of your product, you may encounter an abnormality or a rare issue covered by warranty. Although uncommon, we need to be notified of any problems immediately to determine the nature of the case. Warranties often cover repair or replacement, but within specific time frames, and we want to ensure that your warranty does not expire before it's too late.

Our Warranty Center is designed to help you quickly access your order information, upload a photo of the issue or damage, and provide a detailed description. Enter your order number or email address, and your order overview will appear on the details screen. You can upload a picture and send us a problem description from there. Please let us know when you first started experiencing the pain, which area of the product is affected, and how.

Once your warranty report has been submitted, a customer service representative will begin processing it and contact you with further details.

By accessing or using any part of the site, you accept these terms without limitation or qualification. If you do not agree with all of the terms set forth on the site, you may not use any portion of the site. Price and policy information on this site is subject to change without notice. The Garden Gates reserves the right to modify these Terms and Conditions of Use without notice.