Please contact customer support department at (877) 814-7455 or e-mail us at firstname.lastname@example.org within 3 days after receiving your item! Any return requests after 3 days will be refused. Give your order number or customer account number (if available), item number, and the quantity you wish to return. Also, briefly explain why you would like to return the merchandise.
We will issue you a return authorization number and then evaluate the restocking charges. A 20% restocking fee will be assessed on all returns. Please mark the outside of your carton (s) with your return authorization number for immediate processing.
No merchandise can be returned without prior authorization from Silk Plants Canada
Potted merchandise (trees and large plants), custom decor items, and acrylic water kits are non-returnable.
Our products are not recommended for outdoor use unless expressly noted, and Silk Plants Canada is not responsible for any damage caused by the weather.
Please open your cartons and identify all materials immediately upon receipt of shipment. This is to ensure all items ordered are present and intact.
Any product that has been subject to misuse, improper storage, unauthorized modification, unauthorized repair, neglect, alteration, improper installation or other acts which are not the fault of Silk Plants Canada, including damage caused by shipping can not be returned to Silk Plants Canada.
If the product you receive is damaged, you MUST make note of damages on the truck bill of lading or immediately notify your Fedex driver to mark any damages on their shipping form. YOU MUST MAKE NOTE OF ANY DAMAGES BEFORE THE SHIPPING CLERK LEAVES YOUR FACILITY. Silk Plants Canada staff will be happy to assist you with filing a shipping claim, however damage claims are your responsibility!
Items not returned in their original box or improper repackaging of items will not be accepted by Silk Plants Canada If you are unable to use Silk Plants Canada’s original box, please notify Silk Plants Canada before you return the item.
Any item shipped internationally are non-returnable and not cancelable under any circumstances.
Silk Plants Canada will give you the correct shipping address to return the merchandise. Please DO NOT return product to us without receiving prior instructions or return additional merchandise not previously authorized.
Silk Plants Canada is not responsible for the freight charges of returned goods directly resulting from customer error. However, we will assist you in choosing the most economical method to ship back your return.
You will have 10 days from the date you receive your return authorization number to send returned items back to our shipping facility. Authorized returns arriving back to more than 30 days from the date of the return authorization will be subject to additional return fees.
After the product has been returned and inspected by Silk Plants Canada shipping staff, we will issue a credit to either your credit card or whatever method was used.
Packages are generally dispatched within 2 days after receipt of payment and are shipped via UPS with tracking and drop-off without signature. If you prefer delivery by UPS Extra with required signature, an additional cost will be applied, so please contact us before choosing this method. Whichever shipment choice you make, we will provide you with a link to track your package online.
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.
Boxes are amply sized and your items are well-protected.