Returns, Refunds and Shipping
At Designer Vertical Gardens, we want you to be happy with your purchase. If something has gone wrong with your order, we'll work with you to resolve it quickly and fairly.
Shipping
We ship from our warehouses in California and Miami, Florida, so your order dispatches from the location closest to you with available stock.
| Standard Shipping | Typically via UPS or FedEx Ground. Larger and bulk orders may ship via LCL freight. |
| Delivery Times | 1–3 business days to most of the USA when stock ships from your nearest warehouse. Where stock needs to travel from one side of the country to the other, allow 5–7 business days, as we use ground shipping as standard. |
| Express / Air Freight | Need it faster? Express or air freight is available on request — call or email us for a quote before placing your order. |
Returns & Refunds
✓ Returns We Accept
We will gladly provide a replacement or store credit where:
- Your order arrives damaged during transit
- You receive the incorrect product
- The item is faulty or defective
- The product is materially different from what was described or advertised
If this occurs, please contact us as soon as possible with your order number and photographs (where applicable) so we can arrange a prompt resolution.
✗ Returns We Do Not Accept
Due to the size, bulk and freight costs associated with many of our products, we are unable to accept returns where:
- You have changed your mind
- You no longer like or want the product
- You decide to purchase a different product after ordering
- You ordered too many items
- You selected the wrong item, color or size
- You made an ordering mistake after your order has been dispatched
Not sure what to order? We strongly encourage customers to carefully review their order and contact us with any questions before purchasing. Our team is always happy to help ensure you order the correct products — including panel quantities, sizes and colors.
Order Changes Before Dispatch
If you realize you have ordered the wrong item or made a mistake, please contact us immediately.
Where your order has not yet been processed or dispatched, we will do our best to amend or cancel your order. However, we cannot guarantee changes will be possible once an order has entered processing or dispatch.
Order Cancellations
Should you wish to cancel your order, a cancellation fee of $25 or 25% of the order value (whichever is greater) will apply.
This fee partially covers payment processing charges, warehouse handling, administration, freight commitments and restocking costs already incurred. Cancellation fees apply once an order has been placed.
Approved Returns
Where Designer Vertical Gardens agrees to accept a return, the following conditions apply:
| Authorization | Returns must be authorized by us before being sent. Please email us to request return authorization before sending any goods. |
| Timeframe | Returns must be arranged within 30 days of the original order date. |
| Return Location | Returned items must be sent to our Miami warehouse (address provided with your return authorization). |
| Shipping Deduction | The original outbound shipping cost incurred by Designer Vertical Gardens will be deducted from any refund. This may be more than the shipping amount you paid at checkout, particularly where free shipping was offered. |
| Restocking Fee | A 10% restocking fee applies unless otherwise agreed. No restocking fee applies where the error is ours — for example, if we sent you the wrong item. |
Payment Obligations
You agree that you remain liable for payment of all goods and services ordered irrespective of any chargeback, payment dispute or reversal.
If payment is reversed for any reason, you remain responsible for:
- The full purchase price
- Shipping costs (including outbound, return and depot freight where applicable)
- Storage charges
- Recovery costs
- Legal fees and any other costs legally recoverable
The return of goods does not remove your obligation to pay amounts owing under these Terms.
Need help with an order?
Have your order number ready and our team will sort it out quickly and fairly.
Contact Us