Shipping, Return & Damage Policy
SHIPPING
After going through our extensive design process, custom fabricated pieces will be shipped as soon as they are ready. Our typical lead time is 4-12 weeks depending on size and scope of the project. We ship with UPS ground unless the client chooses otherwise. All of the shipping prices are listed in the quote we provide.
Our "Ready to Ship" items will get shipped within 3-5 business days by UPS ground. We ship to the Continental US and Canada as part of our "Ready to Ship" program where shipping is included in the price. Shipping to the rest of the world is extra and will be calculated and emailed to you. We will offer a refund if you do not want to pay the extra shipping costs.
There are NO RETURNS for custom fabricated pieces. Custom fabricated means that we have designed a moss wall for your home or office that we do not offer as our main product line. This includes pieces that are a custom size, even if they are a non customized design.
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For non-custom, "Ready to Ship" Items we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at info@greenwallscapes.com. Please note that returns will need to be sent to the following address:
Green Wallscapes, 1177 Clare Ave STE 7, West Palm Beach, FL, 33401, United States
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not United States, shipping your goods may take longer than expected. There is a $150 restocking fee for any products that are You can always contact us for any return questions at info@greenwallscapes.com.
DAMAGES AND ISSUES
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. We will need to work with you to procure the documentation needed to file a claim with the shipping company - which includes photos of the box, wrapping, and damage to the piece caused by shipping company. If an item is lost in transit, we will work diligently with you to either replace it or offer a refund.
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or 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.
European Union 3 day cooling off period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. There is a $150 restocking fee for that as well.
REFUNDS
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@greenwallscapes.com.