FAQ
Q. How do I track my order?
Enter your tracking number on our Track My Order page (from your shipping confirmation email). Tracking may take 24–48 hours after dispatch to show updates. If your number doesn’t work or you can’t find it, email help.gardenpeople@outlook.com and we’ll help.
Q. What are your shipping options and prices?
We offer Standard shipping for $4.90 USD with an estimated transit time of 3–4 business days, and Express shipping for $7.90 USD with an estimated transit time of 1–2 business days. Transit time begins after your order has been processed and handed to the carrier, and business days exclude weekends and public holidays. You will receive a tracking email once the package is on its way.
Q. How long will my order take to arrive?
Please allow 3–5 business days for processing before shipping. Once dispatched, delivery typically takes:
* USA Standard Shipping: 3–7 business days
* USA Express Shipping: 1–3 business days
* International Orders: 3–12 business days, depending on destination and carrier
During peak seasons or promotional periods, both processing and shipping may take slightly longer than usual.
Q. Do you ship internationally and what about customs delays?
Yes, we ship internationally and provide tracking once it’s available. Customs inspections and local import processes are outside our control, so delays can occur and are not our responsibility. If there are no tracking updates for more than 30–60 business days, contact us and we will arrange a replacement shipment.
Q. What’s the difference between processing time and shipping time?
Processing time is how long we need to verify your order, prepare items, and hand the package to the carrier; this is usually 3–5 business days. Shipping time is the carrier’s transit time to your address and starts only after processing is complete. Your tracking may take 24–48 hours to begin showing scans after dispatch.
Q. My package is late—what should I do?
Delays can occur due to carrier backlogs, weather, or customs, especially during November–December holidays. First, check your tracking link for the latest scans; if there have been no updates for 30 business days (domestic) or up to 60 business days (international), email us at help.gardenpeople@outlook.com and we’ll make it right. We appreciate your patience while we investigate with the carrier.
Q. Can I cancel or change my order?
Orders cannot be cancelled once processing has begun. If you contact us before processing, we’ll try to help; please note cancellations may incur a $20 transaction fee per order. If you need to cancel, email help.gardenpeople@outlook.com right away with your order number.
Q. What is your return window and what condition must items be in?
You have 30 days from the date you receive your order to request a return. Items must be unworn/unused, in the same condition as received, with tags attached and in the original packaging. A receipt or proof of purchase is required.
Q. How do I start a return?
Email us at help.gardenpeople@outlook.com with your order number and the reason for return. If your request is approved, we’ll send you a return shipping label and clear instructions on how and where to send your package. For a smooth process, please contact us before sending anything back—returns sent without prior authorization may be delayed or declined.
Q. What should I do if my item is damaged, defective, or incorrect?
Please inspect your order upon delivery and email help.gardenpeople@outlook.com right away with your order number and clear photos that document the issue (e.g., close-ups of the defect/damage or the wrong item; if possible, include the outer box and shipping label). We’ll review promptly and make it right—typically by arranging a replacement or refund—and let you know the next steps. For the smoothest process, please wait for our authorization before sending anything back.
Q. Which items are non-returnable?
For safety reasons, we cannot accept returns for used gardening tools, assembled outdoor furniture, or items damaged after use.
Custom-made, clearance, or gift card purchases are also non-returnable.
Q. Can I exchange an item?
The fastest way is to return the original item first and then place a new order for the item you want. Once the return is accepted and in transit, we’ll process it according to our policy.
Q. Do you offer a 14-day cooling-off period for EU orders?
Yes. For merchandise shipped into the European Union, you may cancel or return within 14 days for any reason. Items must still be unused, in original condition with tags and packaging, and you must provide proof of purchase.
Q. When will I receive my refund?
After we receive and inspect your return, we’ll notify you of approval. If approved, a refund is issued to your original payment method within 10 business days. Your bank or card issuer may need additional time to post the credit; if it’s been more than 15 business days since approval, please contact us at help.gardenpeople@outlook.com.
Q. Other questions?
The most accurate and fastest way to reach us is by email: help.gardenpeople@outlook.com. We typically respond within 24–72 business hours.