Customer Service

Shipping Policy

New Growth Designs charges actual shipping costs. Because our items are made to order and not necessarily boxed individually, the exact shipping cost cannot be determined until your order ships. Therefore, New Growth Designs authorizes approximately an additional 20% of the order total at checkout to ensure there are enough funds to cover the cost of shipping. In many cases, depending on the order size, the actual shipping cost will be less than this and will be reflected on the final invoice.

Product Prices do not include freight. New Growth Designs ships via FedEx Ground or motor freight. For motor freight shipments, NGD will shop various carriers to determine the lowest rate. We are unable to provide exact freight quotations. Freight estimates can be provided at the customer’s request, but are not final. All orders are shipped freight prepaid unless customer specifies otherwise and provides carrier account number(s). It is the customer’s responsibility to request any freight accessorial services prior to shipment (e.g. lift-gate, appointment, inside delivery, etc). Redelivery or any fees for accessorial services incurred after shipping will be charged to the customer. Any refused shipments are subject to a 20% restocking fee and freight charges both ways. No CODs accepted.

OVERSIZE ITEMS

Please note, certain larger items (trees, hedges, etc.) are designated oversize. For these items, we authorize a surcharge per item in addition to ~20% of the order total to ensure we cover the cost of shipping. This is an estimated charge and the actual shipping cost may be less, depending on the size of the order.

Dropshipping

Upon placing your order, please check the “Do no include packing list/pricing” above the “check out” button in your shopping cart. We will ship the order without packing slips or other inserts. There is no additional charge for dropshipping.

Returns

All returns must be authorized within 48 hours of receipt for a credit or refund, less any applicable shipping charges. Customer must pay return shipping; a 20% restocking fee will be assessed. Items must be returned in original packaging. Customers must call BEFORE items are sent back. Any items that are damaged due to improper return packing will not be credited. Unauthorized returns will be refused. Custom-made items and sale items are not returnable.

Damage Claims

New Growth Designs products are inspected prior to shipping to be free of defects. Customers must inspect cartons before signing the delivery receipt or bill of lading. Customers should mark “damaged” on the carrier‘s shipping receipt and take pictures of any damaged cartons and/or product. Customer must then notify NGD within 48 hours of delivery to receive replacement or credit. NGD reserves the right to deny any claims reported beyond the 48 hour period. NGD will not recognize unauthorized deductions on the payment of invoices.

FAQ

Here is the link to our FAQ


Back to top