Web Store Returns Policy
Questions? Please contact us– we’re happy to help.
If you are not satisfied with your purchase, return your merchandise within 15 days of the shipping date on your packing slip for a refund.
- Products that include live plants – The plant components are not refundable unless the plant was damaged or defective the day of arrival. You must inform the Web Shop that your plant was dead or defective within 7 days of the shipping date. The plant component of an item is calculated at 15-25% of the total item price.
- Broken items – If we replace or refund an item that includes a plant because the container was broken, the broken component only shall be refunded or exchanged (75%-85% of product price), not the plant. Claims must be accompanied by an emailed photo of the damage.
- Shipping fees – Original and return shipping charges are non-refundable.
- 15 Days – Beyond 15 days of shipping date items are not subject for refund or exchange.
Damaged or Incorrect Items
If your order is damaged during shipping, we will replace the damaged components. If you receive your order and it is incorrect or not as you expected, then we will send out the correct or missing product and ask that you return to us the product that you did not order. For assistance contact us here.
Delivery Time & Lost Items
Items carrying a several week lead time will ship as available and customer will be notified via email when item ships. Items carrying an “in stock” status are processed within 3 business days and then shipped by USPS Priority Mail (unless specified), which then reach their destinations typically 2-4 days after the ship date. Customers using our Web Store are responsible for providing a full and correct shipping address. Refunds are not made for late delivery or if an item is undelivered. Undelivered items will only be refunded if the original package is returned to us via USPS as undeliverable within 60 days of the shipping date. For assistance contact us here.
Returning a Gift
If you receive a gift purchased from our Web Store and wish to return or exchange it, you may do so within 15 days of the shipping date. Please return the item in its original packaging and include the original shipping slip. Gift orders that are returned will be credited to the purchaser in the form of the original payment method. For assistance contact us here.
TEND gift certificates do not expire. Any unused balance of a gift certificate will remain available to the recipient until used. Gift certificates are not refundable for cash. TEND gift certificates are administered by PayPal.
Thank you for shopping TEND!