Customer Service

Most orders ship FedEx Ground or Motor Freight (we shop for best rates) prepaid. Tracking is provided after shipping with the Invoice, so you can track and communicate with the Carrier if necessary. You may specify your own carrier (if they service our location), if you provide your carrier account number(s).

Estimated shipping costs are authorized upon order. The rates shown may not be the final amount charged, since we must pack the order before shipping can be quoted. Final rates are usually equal to, or less than estimated. On occasion the rate may be higher than quoted, for extreme oversize items, or for additional delivery services.

Final shipping charges will be captured with the order total, after it has been shipped and invoiced.

Address changes or corrections, re-delivery, extra accessorial services required upon delivery (such as liftgate, appointment, etc.), will incur extra fees which will be charged to the customer.

Refused shipments are subject to a 20% restocking fee and freight charges both ways.

In Cart (before Check Out), click the box next to “DROP SHIP”, below Order Note. We will ship the order without packing slips or other inserts.

We hope you will be satisfied with all New Growth Designs items. Most items still in original packaging and cartons may be eligible for return within 60 days of receipt.

You will be responsible for return shipping charges and a 20% restocking fee. Contact sales@newgrowthdesigns.com for Return Authorization. You will receive a RA number and instructions.

Custom or final sale items, International orders, Holiday after the season has passed, are not eligible for return.

Credit will be refunded to the original payment method, or placed on your Net account. If items require repair, or are damaged, credit will be affected.

We take every care during production, inspect each item to be free of defects. We then pack with materials to protect the contents. However, damage or loss may occur during transit. If this happens, contact our team immediately (within 2 days of receipt), for resolution.

Fedex Ground damage: Email photos of the damaged item, carton and packaging to us. Hold on to the packaging until we advise.

Motor Freight damage or loss: Customers must inspect cartons/pallets before signing the delivery receipt or bill of lading. If cartons or pallets are missing, or there is visible damage to packaging (concealed damage is suspected), you or the delivery team should note any damage on the delivery paperwork. Take photos of cartons/pallet, any damaged contents and email to us with the delivery receipt.

Damage claims will not be honored if visible damage is not noted at time of delivery, if we are not notified upon receipt (within 2 days), or packaging is disposed of before notification.

Here is the link to our FAQs.