If your urban planter box arrives damaged, our return policy is designed to make the process as simple and stress-free as possible. Here’s what you need to know:
First, inspect the package immediately upon delivery. If you notice any visible damage—such as cracks, dents, or broken edges—please take clear photos of both the box and the damaged planter. These photos are essential for our claims process.
You have 48 hours from delivery to report the damage. Simply contact our customer support team via email or phone, and provide your order number along with the photos. We will review your case promptly.
Once confirmed, you have two options: a full refund or a free replacement. For a replacement, we will ship a new planter box to you at no extra cost—including shipping. You are not required to return the damaged item, though we may ask you to dispose of it safely.
The refund, if chosen, will be processed back to your original payment method within 5–7 business days. Please note that this policy covers damage that occurs during transit, not damage due to normal wear and tear after receipt.
To avoid future issues, our packing team now uses reinforced corners and extra cushioning for all planter boxes. We also recommend that you inspect the box before accepting the delivery; if the outer packaging is severely crushed, you can refuse the shipment on the spot.
For any questions beyond this policy, our support team is available Monday through Friday, 9 AM to 6 PM EST. We are committed to ensuring your urban planter box arrives in perfect condition.