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General Conditions

PHONE ORDERS will be taken by SHELTERtree.com team members during working hours (Monday through Friday, 8 a.m. to 5:30 p.m. Eastern Standard Time, except on holidays). If you have specific questions about merchandise, please call during working hours. Please let us know if your shipping address is different from your mailing address. Changes in orders may delay shipping. All additions or changes to your original order must be made within one hour of placing the order. Otherwise, shipping could be delayed at least one day, depending on the change.

WEB ORDERS can be placed 24 hours a day, 7 days a week at www.SHELTERtree.com. Our website is secure for credit card use. Orders placed after 2 p.m. Eastern Standard Time, or on weekends and holidays, will be processed the following business day.

SPECIAL DELIVERY "Next Day Air" or other special delivery methods require payment in advance (credit card, check or money order received prior to shipping) or an open account status, no C.O.D.'s.

DUTIES AND TAXES for international orders are to be paid by the customer. If refused, the customer will be responsible for any duties and/or freight paid by SHELTERtree.com, as well as any "abandoned merchandise" charges. Domestic tax is applied to orders from MA.

HEAVY WEIGHT ITEMS Many heavy weight items have flat rate shipping fees associated the product sku. If not specifically noted, exact shipping cost cannot be determined until the weight is totaled and calculated against your shipping zone at the end of the day. International shipments are quoted on an individual basis, depending on destination, weight and dimensions.

DROP SHIPS Drop ships from our manufacturers do not qualify for free shipping and will incur a 5% drop ship fee.

OVERSIZED PACKAGES Due to new UPS and USPS regulations, the shipping charges for oversized packages (such as poles) will significantly increase. If you have any questions about these changes and their effect on you, please ask our customer service representatives, available Monday through Friday between 8 a.m. to 5:30 p.m.

BACK ORDERS If an item is missing from your order, please check your packing slip/ invoice. More than likely, the item is on back order. If the item is on back order we will ship it the same day that we receive it. We review our back orders weekly and notify our customers on the progress of the eta on your item/s. We will either call or email you with an update.

RETURNS If you are not satisfied with a product purchased from us, please feel free to return it, unused, within 30 days, or restocking fees may apply. Call for authorization first. Insure your return shipment; SHELTERtree.com is not responsible for damages incurred or the loss of package during transit. Direct shipments are returned to SHELTERtree.com, not the vendor. Upon receipt of the unused item(s), we will give you credit for the full purchase amount (excluding shipping and handling). 

The only exception to this is nonreturnable items such as injectable plant health care products and special orders. If we accept a return on these items, it is our policy to charge up to a 25% restocking fee. It is necessary for you to include your phone number, address, and a copy of the invoice with any return. Also, briefly state the reason for the return and instructions for replacing the item. We will not accept any returns sent back COD.

CREDIT CARD ORDERS require credit card number, expiration date, validation code, billing address street number/PO box number, and billing zip code. In the event of a decline, we will attempt to call you the same day the order is processed.

RETURN SERVICE LABELS, or "prepaid returns" are issued only in the event of an error on the part of SHELTERtree.com, or as a prepaid request by our customers.

DEFECTIVE OR INCORRECT MERCHANDISE If you receive defective or incorrect merchandise from our company, please call us within 3 days of the delivery, and upon return, we will send a pre-paid (by SHELTERtree.com) shipping label, as well as the correct item without additional shipping costs (once the incorrect merchandise is returned). It is often discovered that the item number shipped is identical to the one on the invoice, indicating that the wrong number was given to the operator or a description was offered instead of the stock number. In this circumstance, shipping costs will be the customer's responsibility. Also, when the order is delivered to you, we suggest that you inspect the package(s) for damage before you sign for the delivery or open the package(s). A package must be signed for as "damaged" to process a claim for replacement, and the boxes must be kept for inspection.

Prices, store policies and product specifications are subject to change without notice at any time. Prices on this site reflect US dollars.

PRIVACY POLICY

We at SHELTERtree.com are committed to respecting your online privacy and recognize the need for appropriate protection of any personal information you share with us.

We define "Personal Information" as any information that may be used to identify an individual, including, but not limited to, a home or other address, first and last name, and an email address or other contact information, whether at work or at home.

Whenever you provide any order information, we use SSL technology to make sure that it is scrambled or "encrypted," so that no one else can read it while it is being transmitted over the Internet. SHELTERtree does its best to comply with all applicable laws to protect your privacy. We do not share your information with anyone.

SHELTERtree reserves the right, at its discretion, to change, modify, add, or remove portions of this Privacy Policy Statement at any time within the boundaries of United States Laws.


 

 

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