Shipping & Returns

At Garden Zen Zone we want every order to arrive safely and every customer to feel confident shopping with us. This page explains how shipping, cancellations, returns and refunds work. If you have a question that isn't answered here, please contact us and we'll be happy to help.

Shipping

Orders are shipped directly from our trusted suppliers' warehouses. Processing and delivery times vary by item and supplier. Once your order ships, you'll receive an email with your tracking number so you can follow your package every step of the way.

Large items such as gazebos, greenhouses, sheds and furniture may ship in multiple boxes or by freight carrier, and boxes may arrive on different days.

Freight (LTL) deliveries

Some large or heavy items ship by LTL (less-than-truckload) freight instead of standard parcel service. The freight carrier typically contacts you to schedule a delivery appointment, and delivery is usually curbside or to the end of your driveway. Someone may need to be present to sign for the shipment.

Please inspect your shipment before signing. Count the boxes and check them for damage. If anything is damaged or missing, note it on the delivery receipt before you sign and take photos. This is the best evidence for a damage claim and helps us resolve it quickly.

Please contact us before refusing a delivery. Shipments refused without contacting us first may not be eligible for a refund.

Tracking issues and delays

Invalid tracking number: If your tracking number doesn't work and a corrected one isn't provided within 4 business days, we will refund your order.
No tracking updates (parcel orders): If tracking shows no movement for more than 7 business days after the shipping label is created, you may request a refund, which will be processed within 3 business days.
Freight orders: If a freight order isn't picked up by the carrier within 5 business days of being marked shipped, or tracking shows no movement for 10 consecutive business days, you may request a refund or reshipment, which will be processed within 3 business days.
Late delivery: If your package is 10 or more days past its estimated delivery date with no valid tracking update, you may request a refund, which will be processed within 3 business days.

These timelines may not apply during holidays, severe weather or other events outside our control. In those situations, please reach out and we will work with you on a resolution, usually within two weeks.

Address corrections

Please double-check your shipping address at checkout. If you notice a mistake, contact us right away and we'll do our best to update it before the order ships. Corrections can't be guaranteed once an order is in transit, and packages delivered to an incorrect address provided at checkout are the customer's responsibility.

Order Cancellations

You may request to cancel your order any time before it ships by contacting us. Cancellation requests are reviewed within 3 business days. Please note that some items cannot be cancelled once processing has begun. If an item can't be fulfilled because it is out of stock, we will cancel and fully refund that item.

Returns and Refunds

Return and refund requests must be made within 25 days of delivery.

Damaged, defective or incorrect items

If your order arrives damaged, broken, defective, significantly different from its description, or with missing or wrong parts, please contact us within 25 days of delivery and include clear photos or video showing the problem. We review every request within 3 business days. Once approved:

If the item needs to be returned, we'll email you a prepaid return label within 3 business days, and your refund is issued once the return shows in transit. Please ship the return within 15 days of receiving the label; returns sent after that may not be eligible for a refund.
If the item doesn't need to be returned, your refund is issued within 3 business days.
If you'd prefer a replacement, it will ship within 5 business days of approval, subject to availability.

Change-of-mind returns

Returns of items that are not damaged or defective are reviewed case by case, and some items cannot be returned. Please contact us before sending anything back. When a return is accepted, the item must be unused and in its original packaging, return shipping is the customer's responsibility, and a restocking fee of up to 35% of the order total may apply.

Packages lost or returned in transit

If tracking shows your package was destroyed or returned to the sender before it reached you, we'll issue a refund within 3 business days of your request, or reship your order within 5 business days if you prefer.

This does not apply to packages returned because of an incorrect address entered at checkout or because the delivery was refused.

Refund timing

Approved refunds are issued to your original payment method. Depending on your bank or card issuer, it may take a few additional business days for the credit to appear on your statement.