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. 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.
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.
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 in the final invoice. Additional accessorials (lift-gate, inside delivery, white glove, etc.) must be scheduled prior to shipping.
Please note, some items (tress, hedges, etc.) are designated Oversize. For these items, we authorize an additional surcharge of $100.00-$160.00 per item to ensure we cover the cost of shipping. This is an estimated charge and the actual shipping cost may be significantly less, depending on the size of the order and shipping method.