Answers To Your Order Questions
Thank you for contacting us. We are experiencing a high volume of emails, so we are hopeful that this auto-response can answer your question faster than we can! Below you will find some answers to some common questions we are receiving.
If your question is answered in this auto-response document, we will not be responding directly to your email.
Thank you for your patience and understanding as we work to adapt to these unusual times. NOTE: If you are a wholesale account, please send your inquiry to: firstname.lastname@example.org
MY ORDER CONFIRMATION SHOWED ALL THE ITEMS I ORDERED, BUT THE SHIPPING NOTICE SHOWS SOME OUT OF STOCK AND NOT SHIPPING TO ME. WHAT'S GOING ON?
Normally, we ship the same day or following day that we get your order, so we are aware when stock of a few items may be getting low and can easily change our website to list them as either: " sold out for the season" or "temporarily out of stock" depending on seed availability.
Due to the Coronavirus Emergency, with an unprecedented, huge number of orders every day, our warehouse team is very backed up in filling orders, so an item might be in stock when you ordered it, but sold out and out of stock by the time we pack and ship your order. Our computer software cannot reserve items when they are ordered because we have never needed that capacity in the past.
We are sorry for this situation; it is entirely due to the unprecedented volume of orders. We are working as hard as we can and hope to get caught up in processing orders soon, so this won't happen in the future.
Rest assured we will refund you for any unshipped items. Please allow several weeks to see the refund credit on your credit card account.
MY ORDER HASN’T SHIPPED YET
Our warehouse team is working overtime and extra days to process the huge volume of orders we have received during the coronavirus crisis. Right now our turnaround time is 7 to 10 business days after we receive your order. Please be patient as we are filling orders as fast as we can.
CAN I CONFIRM YOU RECEIVED MY ORDER?
If we got your order you should have received an emailed order confirmation from us. Please check your junk mail folder. If you did not receive an order confirmation, check your credit card or Paypal to see if you have been charged. If you have not been charged, we have not received your order. Please try to order again.
ARE ANY ITEMS IN MY ORDER OUT OF STOCK/CAN I SUBSTITUTE VARIETIES?
Unfortunately, because of the sheer volume of orders, we cannot predict which items we will be out of at the time your individual order is filled. Sorry, we cannot substitute. We will issue refunds to your credit card for any out of stock variety in your order.
MY ORDER ARRIVED INCOMPLETE: WILL OUT OF STOCK ITEMS BE BACKORDERED/WILL I RECEIVE A REFUND?
Because of the unexpected and enormous customer demand in response to the coronavirus emergency, we are now out of stock on many varieties for the season. Out of stock items will be refunded to your original payment method, but due to the volume, please allow 2-3 weeks for the credit to show up on your account.
I RECEIVED THE SHIPPING CONFIRMATION: WHERE IS/HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Generally, we say a good timeframe to wait is 7 to 10 business days. Your tracking may not be visible after it arrives at your local post office, but that does not mean it is lost. Please be patient, as there are delays in delivery due to the large volume of mail that all shipping carriers are handling at this time. Let us know if you do not receive your order within 10 business days of the estimated delivery date.
MY TRACKING SAID MY ORDER IS DELIVERED. WHERE IS IT?
Unless your order is shipping UPS 2nd Day Air, your order will be delivered by USPS. USPS often marks orders as delivered when arrive at your local USPS office; so please allow 3-4 more days for delivery.
I'D LIKE TO ADD TO MY ORDER/COMBINE OR MERGE MY ORDERS
We cannot make changes to an order once it has been placed. You must place another order. We cannot combine orders once they have been placed.
MY PLANTS DIDN’T ARRIVE WITH MY SEEDS/MY SEEDS DIDN’T ARRIVE WITH MY PLANTS
Plants/bulbs are shipped separately from your seeds, at the correct estimated time for planting in your climate zone. Please refer shipping chart on the website for the plants/bulbs you ordered. If your ship week has already passed, your items will ship on the next available ship date.
Thank you for your understanding in reading this automated reply. We are a small, family-owned company with wonderful and dedicated employees who are filling orders as fast as possible under coronavirus protocols. We hope to get caught up and back to our normal order turnaround time as soon as we can, but we are sure we can ask for your forbearance and understanding in these difficult times. Rest assured that we are working hard as we can!
Renee’s Garden Customer Service Team