Return & Refund Policy

At High Country Gardens, we want every customer to enjoy a positive gardening experience. If your order does not arrive as expected, we are here to help with a straightforward return, exchange, and refund process.

Return Eligibility

Customers may request a return within 30 days of receiving their order.

To be eligible for a return:

• The item must be in its original condition.

• The item must not show signs of misuse, neglect, or intentional damage.

• Proof of purchase or order information must be provided.

• Plants, bulbs, and gardening products should be inspected promptly upon delivery so that any concerns can be addressed quickly.

If your order arrives damaged, incorrect, or in poor condition, please contact our support team as soon as possible with photos of the product and packaging.

How to Request a Return

Step 1: Contact Customer Support

Email our customer service team at:

support@perennialzoneca.com

Please include:

• Order number

• Customer name

• Description of the issue

• Photos of the item if applicable

Step 2: Return Authorization

Our team will review your request and provide return instructions if your return is approved.

Step 3: Ship the Item Back

Package the item securely and send it to the return address provided by our support team.

Step 4: Inspection and Processing

Once the returned item is received, it will be inspected and processed within 4–7 business days.

Exchanges

We are happy to offer exchanges for eligible products.

An exchange may be approved if:

• The wrong item was shipped.

• The item arrived damaged during transit.

• The product received differs significantly from the item ordered.

After receiving the returned item, exchange requests are typically processed within 4–7 business days.

Replacement items will be shipped once the exchange has been approved and processed.

Refund Policy

Once your return has been approved and processed, a refund will be issued to the original payment method used during checkout.

Accepted payment methods include:

• Visa

• MasterCard

Please note that customers typically receive their refund within 2–3 weeks after processing. The exact timing depends on the policies and processing times of the customer's card issuer or financial institution.

Return Shipping Costs

Customers are generally responsible for return shipping costs unless:

• The wrong item was shipped.

• The item arrived damaged.

• The product received was defective or significantly different from the order.

In approved error-related cases, High Country Gardens may cover or reimburse reasonable return shipping costs.

Shipping Information

Standard Shipping (DHL/FedEx)

• Delivery Time: 7–14 business days

• Shipping Fee: $12.95

Free EMS Shipping

• Delivery Time: 12–24 business days

• Shipping Cost: Free on orders over $50

Orders are typically processed within 4–7 business days before shipment.

Sales Regions

We currently sell and ship to customers worldwide, excluding:

• Countries and regions within Asia

• Remote or restricted delivery areas

If you are unsure whether delivery is available to your location, please contact customer support before placing an order.

Non-Returnable Situations

Returns may not be accepted in the following situations:

• Return requests submitted after the 30-day return period.

• Products damaged due to improper use, neglect, or customer handling.

• Products returned without sufficient order information.

• Items that have been intentionally altered or damaged after delivery.

Contact Us

If you have any questions regarding returns, exchanges, refunds, or shipping, please contact us:

High Country Gardens

209 9th Street South, Watson Lake, YT Y0A 1C0, Canada

Email: support@perennialzoneca.com

Our team is committed to helping you create a beautiful and successful garden experience.