Frequently Asked Questions
Find quick answers about shipping, order changes, returns & refunds, and product care. If you still need help, our support team is happy to assist.
GreenShip
Shipping
Q: Do you offer free shipping?
A: Yes—shipping is free. See our Shipping Policy: https://greenshipgardenusa.com/policies/shipping-policy
Q: Where do you ship?
A: We currently ship to the contiguous U.S. only (48 states). We do not ship to Hawaii, Alaska, U.S. protectorates, countries/regions outside the U.S., or remote islands.
Q: Do you ship to PO Boxes or military addresses (APO/FPO)?
No. We do not ship to PO Boxes or APO/FPO military addresses.
Q: Which carriers do you use? Will I get tracking?
We ship via USPS, FedEx, or UPS using Standard Shipping. Full tracking is provided.
Q: My item arrived damaged—what should I do?
A: Email us within 24 hours of delivery with clear photos of the damage. After verification, we will provide a free re-delivery or a refund. In most cases, you do not need to return the damaged item.
Q: Can I cancel my order or change my shipping address?
A: Yes—cancellations or modifications (including address/items) are free before shipment and must be requested within 8 hours of payment. Once an order ships, changes and cancellations are no longer available.
Q: How can I contact you about shipping?
A: Email us at uu.b@greenshipgarden.com. Support hours are Monday–Friday, 9:00 AM–6:00 PM Eastern Time. You can also use the online chat button at the bottom-right of our homepage.
GreenShip
Returns & Refunds
Q: What is your return window?
A: You may request a return or exchange within 7 calendar days from the delivery date.
Q: What condition must items be in to qualify for a return?
A: Items must be in original condition—unused, unwashed, undamaged—with all original tags, packaging, and accessories intact.
Q: What if I received a damaged, defective, or incorrect item?
A: Report the issue within 24 hours of delivery by emailing uu.b@greenshipgarden.com with your order number and clear photos. After verification, you’ll be eligible for a free return label or a free replacement (and in many cases, a return is not required).
Q: How do I start a return?
A: Email uu.b@greenshipgarden.com with: your order number, photos (especially for damaged/defective items), the reason for return, and your requested resolution (refund, exchange, or store credit). We typically respond within 1–2 business days with a Return Authorization (RA) number and return instructions, including the return shipping address.
Q: Who pays for return shipping?
A: Return shipping is paid by the customer unless the return is due to our error (damaged/defective item or incorrect product).
Q: Do I need a tracking number for my return?
A: Yes. Please use a trackable shipping method and keep the tracking number for your records. We are not responsible for lost return packages.
Q: What happens after you receive my return?
A: Once we receive your return, we inspect it within 3–5 business days to verify eligibility. If the return is not approved (for example, used or missing tags), we’ll contact you and you can have the item shipped back at your expense.
GreenShip
Orders & Payment
Q: What should I include when contacting support?
A: Please include your order number and a clear description of your request. If it’s a damage/defect issue, attach clear photos taken within 24 hours of delivery.