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Our company offers an excellent shipping and return policy so you can order with confidence. For customer service information on our return policy, please read the following.
We have a 30-day return policy on any item purchased through our website or retail store, with the exception of any liquid nutrient, enhancer, or other additive that may be tampered with.
Orders are processed in 1-2 business days, and then sent out to shipping.
Shipping and Return Policy on Unopened Items: If the item is unopened and not damaged, you will receive a full refund, minus any shipping and handling fees (unless otherwise noted in the product description). Special-order items, as well as items that are shipped directly from the manufacturer/distributor may be subject to a restocking fee. In most cases, refunds will be given via the same method that they were originally paid for.
Shipping and Return Policy Non-Defective Items That Have Been Opened and/or Used: Items be placed in their original packaging and include all packaging materials, printed materials, warranty cards, etc. and be in resalable condition. Non-defective items that have been opened and used may be subject to shipping, handling and restocking fees, depending on its condition.
Customer Service Information for Defective Items: During the 30-day return period, any defective items will handled by gthydroponics.com. After the 30-day return period, refer to the manufacturer’s warranty. In an effort to provide its customers with the highest degree of customer service, gthydroponics.com may, at its discretion, honor the manufacturers warranty after the 30-day return period, however, you may be responsible for shipping and handling fees. If an item is returned to gthydroponics.com as defective, and it is determined that there was nothing wrong with the product, than you will be responsible for any shipping and handling fees incurred per our shipping and return policy. This will also be the case if anything has been done to the product to void the warranty.
Customer Service Information for Items That Arrive Damaged: If you suspect that items were damaged during shipping, inform the driver or simply tell the driver that you are refusing the package because it has been damaged. Damages that occur during shipping are the responsibility of the shipping company, but we will be happy to help expedite the matter and get you replacement items A.S.A.P. Please do not hesitate to report damaged items, as some shipping companies have strict time requirements that limit their liability.
Shipping and Return Policy Procedure: If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Shipping Customer Service Information
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
How to receive your freight and what to expect:
The freight company will deliver your products to the end of your driveway. Please be prepared to move the freight to its necessary location. Do not allow a freight driver to rush you through inspection. Once your shipment is on the ground, count the number of pallets. Inspect each carton and piece of equipment on the pallet/s. Look closely for any damage at this point. Look carefully for shrink wrap that is falling off, missing, torn or has holes in it. Run your hands along the top, sides, and bottom of your equipment to check for dents or punctures. Damage can result if your equipment was stacked, hit by other freight or punctured by a forklift truck. Inspect underneath any packaging with damage, no matter how slight the damage. Document any damage to the packaging on your delivery receipt. If you note all packaging damage, it will prevent future disputes with a carrier in the case that a product underneath the packaging is damaged. Document any pallet or product shortages on your delivery receipt.
The delivery receipt is a legal, binding document. If you sign the receipt without adding any comments, you are acknowledging that you are taking ownership of the correct number of pallets with no damage to the packaging or products. Only sign the delivery receipt without adding comments if you are 100% sure that there is no shipping damage to the packaging or products.
YOU ARE LIABLE FOR DAMAGE OR SHORTAGES NOT NOTED AT THE TIME OF DELIVERY.
If you receive a piece of equipment with cosmetic damage, take delivery of it after noting the damage on the delivery receipt. You will receive a cash settlement to compensate. If you receive a unit with severe damage, refuse the damaged item. Document the delivery receipt with the reason for refusal. Always take delivery of undamaged products, even if they are on the same pallet as a damaged product.
Additional shipping fees incurred due to customer error are the responsibility of the customer per our shipping and return policy. These errors are most commonly the result of incomplete or incorrect shipping information so make sure to include full street names, apartments numbers, etc. Charges for re-delivery will be charged to the customer.
All shipping quotes are for FedEx or Ground Freight. Small package FedEx shipments will be delivered without appointments and require signature.
All shipping quotes are for the Continental US only. Orders to Alaska, Hawaii, Canada, and abroad will likely incur additional shipping costs.
If paying by Credit Card, the shipping address must be verifiable with the issuing bank of the card. If it is not, orders will be shipped to the billing address if it can be verified as legitimate by the issuing bank. To add an alternative address (very easy) call issuing card company before processing your order.
Orders canceled by the customer will incur a 20% restocking fee. Customer will be responsible for any shipping cost incurred for items that have shipped and the cost to have them returned to our warehouse.
For any problems, please reference the shipping and return policy as well as the customer service information on this page.
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