Customer Service
When
is my order processed?
How will I
know if you've received my order?
Can I change or cancel my order after it's been
submitted?
What shipping methods are available?
What will it cost me to ship?
Do you ship internationally?
Will sales tax be charged on items I order?
Can I ship items to more than one address when
placing my order online?
An
item I've ordered is on backorder and I do not want to wait for it.
How can I cancel it?
If
my selection is "backordered," what happens?
If my
selection is "cancelled," what happens?
How do I check the status of my order or contact
you if I have a question about my order?
Can I
order by phone?
When is my order processed?
^
Orders for live topiaries placed by 11am on Monday, Tuesday or
Wednesday will typically ship the same day. Orders placed Thursday,
Friday, Saturday or Sunday will typically ship on Monday or Tuesday
of the following week. We do this to keep your live plant or tree
from sitting in a shipper's truck over the weekend where
temperatures can reach extremes. Preserved Topiaries and Wire Frame
Art will arrive to you within 1-2 weeks from the order date.
How will I know if you've received my order?
^
Once your online order is placed, you will receive an order
confirmation via email. Additionally, you'll receive a second
email which contains your shipping and tracking information.
Can I change or cancel my order after it's been
submitted? ^
If we (or for items shipped directly from the grower) have not yet
shipped your order, you can request a change or cancel your order.
Be sure to include your full name and address information, as well as
your order confirmation number. Please provide complete details on the
information that you would like to correct or change. When we have
made the change on your order, we will send you an email confirmation.
If we are unable to change or cancel your order, we will notify you
via email.
What shipping methods are available?
^
All orders are shipping via UPS or Federal Express 2-Day Air, 3-Day Air or Ground.
What will it cost me to ship?
^
Currently we have FREE SHIPPING for orders over $25!
Delivery charges will be calculated automatically when you proceed
to the checkout on our site. There is a tool prior to entering your
credit card that allows you to estimate and compare shipping
alternatives. If we need to ship your order in parts, delivery and
service charges will be charged on a pro-rated basis.
Do you
ship internationally?
^
Our plants speak fluent Spanish and look European, but
The Topiary Store ships to the United States and Canada only.
Will sales tax be charged on items I order?
^
We are required to collect applicable sales tax for all California
orders.
Can I ship items to more than one address when
placing my order online?
^
Yes you can! The Topiary Store is happy to ship your items
to multiple shipping addresses at no extra charge. Simply check the "Ship to
Multiple Addresses" box on your Shopping Cart. You will
have the opportunity to add addresses to your account, and have
them saved for future orders as well!
You have the ability to manage your address book at any time by clicking on the
My Account link.
If my selection is backordered, what
happens? ^
Occasionally, a product is more popular than we anticipate and we
temporarily run out of stock. When that happens, we immediately notify you via email with the anticipated shipping
date. We ship all ordered items as they become available, so
if you have ordered more than one item and any of those items is
on backorder, you will receive multiple shipments.
If you would like to inquire about the status of a backordered
item, please Order Status and include your name, address and
order confirmation number.
An item I've ordered is on backorder and I
do not want to wait for it. How can I cancel it?
^
To cancel any backordered item, please Contact Us and include your name, address and
order confirmation number, if known, and the item you wish to
cancel. If the item has not already been shipped to you, we will
cancel it immediately. If it has already shipped, simply return
the items that you do not want and your account will be credited for
the items returned.
If my selection is cancelled, what
happens? ^
We do our best to closely monitor inventory levels and keep The Topiary Store as current as possible, but
occasionally we receive
multiple orders for items that are being discontinued and
subsequently become permanently unavailable before we are able to
remove those products from our site. When this happens, we will
notify you that the item has been cancelled and may suggest an
alternate product. Because we bill you as items are shipped, your
credit card will not be charged for any items that are
unavailable. If an item is discontinued, we may substitute
merchandise of equal or better value. We will call you to inform
you that a substitute item is available and will only ship it to
you with your permission.
How do I check the status of my order or
contact you if I have a question about my order?
^
If you have any question about your order, including order status,
you can Contact Us. Please include your name, address,
and order confirmation number in addition to your question so that
we may assist you as quickly as possible.
Can I order by phone?
^
To keep costs down we try to handle the majority of our communications via email. If you'd prefer to speak via telephone, just Contact Us via email, include your phone number and we will happily call you back. We try to reply to all emails in a timely manner, usually within 4 hours if sent
Monday-Friday between the hours of 8am-5pm Pacific Standard Time.
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