FAQs

What is the best way to contact you?

Submit a Ticket:
If you have questions about our products and company, or want to place an order, or any other issues, please Contact Us. On the Contact Us page, please fill in the forms. This would automatically submit a ticket to our system. This proves to be an effective and efficient way to better serve our customers. 

You do not require to have an account with us to submit a ticket. However, if you do have an account with us, please log into your account as this can help you track your requests better. Once logged into your account, please click on the Add Request link in the My Last Requests section. Fill out the form to submit a ticket and we will respond within 24 business hours. Our system allows you to track the status of submitted requests, post follow-up notes and correspond with us in a bulletin board fashion. Our support team will also update you with the progress of your issue through the email address you supply.

Live Chat:
If an agent is online, please click the live chat button
and one of our representatives will attend to you. If our live chat is offline, please leave us a message, or use the Contact Us link. We will get back to you within 24 business hours.

By Mail:
Garden2Home.Com
1525 University Drive
Auburn, GA 30011


Vendors
If you are a vendor and would like us to consider your products for our online stores, you may use the Contact Us form on the navigation bar.

Can I place an order without setting up an account with you?
Yes, it is possible to order without creating an account with us. After placing items in your cart and when you are ready to check out,  you will be prompted to log in to your existing account or create a new account. You can also check out without an account. All you would need to do is to provide us with the ship-to and bill-to information. After the transaction, all your personal information will not be saved on our system.


What is the difference between creating an account and placing order without an account?
Creating an account with us will help in your future purchasing as the system will store your shipping and billing addresses (but not your credit card information). Furthermore, you will be able to check your order history by logging in. Without an account, all your information will not be stored, and each time, to place an order, you would have to provide us all your personal information again.

How can I follow-up on an order I have already placed?
You may check the status of your order by logging into your account on our website Garden2Home.Com. Once logged in, you can view your order history and tracking information.  Please allow 24 hours for your information to update after placing your order.

I have registered with your Store, but have forgotten my password. How can I retrieve it?
If you have forgotten your password, simply go to the "My Account" tab and type in your email address. You will be prompted how to reset your password.

How soon will I get my order?
We do our best to ship all orders within 2 weeks. Depending on the mode of shipping (FedEx, UPS, USPS or freight), shipping time may take another 2 to 14 days. Customized items such as upholstered seatings (sofa sets, chairs etc.) may take longer time to deliver. We will inform you (phone or email) if an item is on backorder. If you need to receive your order more quickly, please call our office.

Do I have to pay sales tax?
Garden2Home is located in Auburn, Georgia. As a result, anyone who places orders in the state of Georgia is required to pay 7% sales tax. All other states are exempt from sales tax collection.

Do you have printed catalogs?
We do not have printed catalogs as our products are updated daily.

What do I need to do to cancel or change an order?
If you change your mind about an order, you may cancel it any time within 24 hours without incurring any cost. Cancelling or changing after the first 24 hours of placing an order may incur costs and Garden2Home.Com will not be responsible for these costs. If an order has been shipped out, it is the customer's responsibility to return the shipment. For a cancelled order which has been shipped, we will charge 20% restocking fee plus our shipping and handling charges. To change an order after it has been shipped, you will have to bear the return and reshipping charges. All customized items are not returnable unless it is our mistake.


What are your guarantee and return policy
?
All products are guaranteed to be free of defects on parts/materials and workmanship. Please refer to individual products for their respective warranty periods.

Shipments should be inspected immediately upon arrival. Please file a claim with carrier for any losses or damages and then report to us through our Help Desk within 24 hours of receipt of shipment. We will replace any damaged or defective products provided these are reported to us promptly. Please retain merchandize in its original packing. We make every effort to replace erroneous or damaged shipments promptly.

To return a product for refund, please contact our Help Desk. Products returned for refunds must be in their original conditions. Customer pays for return shipping charges. We charge a 20% restocking fee plus shipping costs we have incurred when we ship the merchandise to you.

Do you ship to Alaska, Hawaii, Canada and other international destinations?
We currently only accept orders online within the 48 contiguous states of America. If you are residing outside these states, please contact us for shipping quotes and to place orders.


What are your shipping charges?
Currently we offer FREE STANDARD GROUND SHIPPING for most of our furniture items shipping to the 48 continental states of America. For Alaska and Hawaii, please contact us for shipping quotes and to place orders.


How do you ship your products?

Orders are shipped promptly via UPS Ground, FedEx Ground or USPS services. Large or heavy items will be shipped via common carriers. Products are normally shipped out within 2 weeks from the date an order is placed. However, some items may require a longer period of time to ship during our peak seasons. We do our best to indicate the shipping time frame for each of our products. Some shipments may be delayed due to circumstances beyond our control. You will be notified via email if there is any delay. We will notify you through email when your order is shipped and provide you with the tracking number and carrier information. Multiple items in an order may be shipped separately.

All shipments shipped via common carriers deliver curbside unless otherwise directed and there is an additional charge and is not covered under the free shipping we provide. Orders shipped via UPS, FedEx and USPS deliver at your front door. If you require additional services such as bringing shipment upstairs in your apartment building, disposal of packing material etc, please inform us before hand so that we may make arrangement for these additional services. Additional charges will be quoted to you for these services.

Please note that we try to minimize your cost by subsidizing your shipping cost. We at Garden2Home.Com will still have to pay the shipping company for all the shipping and handling charges incurred. Therefore, any cancellation from your part after a package has been shipped, it is the customer's responsibility to cover this shipping and handling costs. This free shipping offer from Garden2Home.Com is for normal ground delivery service only. If you require expedited service, please contact us for more information and shipping quotes.

What do I do if a shipment is damaged during transit?

Upon receipt of the shipment, please thoroughly inspect all sides of each package before signing for delivery (ie. before the driver leaves). Note any tears or indentations on the delivery receipt. Do not accept the package if you think the contents of the package is damaged. If all appear to be intact, please note on the delivery receipt these words: "SUBJECT TO INSPECTION". Failure to note down these words on the delivery receipt will release us and the trucking company from any responsibility. We will not be held responsible for any replacements and damages incurred. If the damage is concealed and you only find out upon close inspection (provided you have noted down on the delivery note the words "SUBJECT TO INSPECTION"), please do the following:

1. Call the carrier within 24 hours of delivery and request inspection
2. Keep carton and packaging
3. Retain copy of inspection report
4. Contact Garden2Home Help Desk within 48 hours to report the damage. Upon verification, we will replace the item and ship it out at no additional cost to you.

IMPORTANT - You must report to us promptly for any damages so that we can replace the items speedily at no additional costs to you. If you report to us later than the stimulated time required, your replacement may be delayed or additional costs may have to be incurred.

What do I do if my package is missing?

To minimize losses, we require a signature from the recipient address upon delivery. If you are expecting a package and are not available to receive it, please assign someone to sign for the package. If the package is to be delivered to an office environment, it is the customer's responsibility to track down the package. Please understand Garden2Home.Com will not be able to do anything once the package is delivered. If the package is not delivered after 3 attempts, the shipping company will either store it in their warehouse for additional charges or return it to Garden2Home.Com. This is very costly and it is the customer's responsibility for all these additional charges. Garden2Home.Com is not responsible for any missing or lost packages once they are delivered and signed for. We are also not responsible for any refused packages. All refused packages will be be charged full shipping costs (to and fro) and a 20% restocking fee. This amount will be taken out from your payment before we refund the remaining balance to you. Most of the time, after all these reductions, it is not worthed to return the purchase at all. So please consider all these before you make a purchase and commit your payment. We are not trying to make purchase difficult for our customers but we have the responsibility to protect the interest of our company as well as our customers.

What is your private policy? Do you sell my information?

At Garden2Home.Com, we respect the privacy of our customers and the importance of the information you entrust to us. The information we may collect from our customers are such as name, email address, telephone number, billing and shipping addresses. These are mainly for fulfillment purposes. Obviously we need the name and address of the recipient. We will also need the name and address for the person who would make the payment. The name and address must match whatever payment method that may be selected. We need a phone number so that we can call you in the event when there is a problem with an order. We will never share or sell your information to any third party, including service providers such as credit card companies, or any other companies.