Receiving Your Order, Returns & Damages Policy

SPECIAL COVID-19 GUIDELINES:

Please be safe, wear a mask and gloves when accepting any deliveries.

Please keep in mind that due to increased volumes there could be communication delays. We’re sorry for any delays and any inconvenience this causes you—thank you for being patient and understanding at this time.

Please understand that the Receiver information below pertains to "normal times" and that during the covid-19 pandemic, times are anything but normal. Please be patient, respectful and accomodating to all drivers delivering your package. Due to Covid-19, on-line shopping has increased dramatically and carriers are overwhelmed with deliveries. In many cases, Covid-19 guidelines can change on a day-to-day basis, depending on the state, county or city that they are delivering to. They have guidelines that they must follow in order to protect themselves, their families and you.

Some drivers have very limited days/hours for deliveries to specific areas. Please be accomodating. If you cannot be at home during their delivery hours, please request delivery without a signature (all shipments are insured for this type of delivery), or ask a neighbor or friend to be there in your place. Some carriers instruct their drivers NOT to deliver inside of your home, nor open the packages and let you inspect the goods prior to signing. This is for everyone's protection. In these cases, please go ahead and sign, but also write on the BOL "NOT inspected, per driver's request", as this will be helpful in any future damage claims. 

Please understand that these are very trying times for all involved and everyone, included suppliers and drivers, are doing their best to navigate these unknown waters, as this pandemic is beyond our control. Please be kind and patient, and we will all get through this together. Thank you!

 

*** RECEIVING YOUR ORDER ***

All merchandise ordered over $500 in sales must be received and signed for by the Consignee (person placing the order) or a copy of their valid ID must be presented to the delivery person.  Most times the carrier will call you in advance to make an appointment for delivery and you must be available to receive the merchandise or a designated adult (over the age of 18) with the copy of your ID.

Upon delivery, please inspect the packaging prior to signing for the delivery.  If the packaging has any damage, please note this on the BOL.

If you are positive that the merchandise is damaged, you must REFUSE the delivery. Once you accept delivery, you are accepting the merchandise, as is*.
If you are unsure, but suspect it, please write this on the BOL and go ahead and accept the shipment.
Please see below for more detailed instructions on how to handle damaged items.
                                         
**** RETURNS ****
*** PLEASE SEE EACH SPECIFIC PRODUCT PAGE FOR THEIR OWN RETURN POLICY  ***  Each product page has a Returns tab, please click here to learn of the return policy per product/brand.
Items returned without prior authorization will be refused.

Once you place an order, our goal is to ship it out as quickly as possible; sometimes this can be within the same day or next day.  Orders cannot be canceled once they have been shipped.

Delivery refusal(s) that are not showing damage may be subject to a 25% re-stocking fee, plus all shipping costs incurred.

After obtaining a Return Authorization you must ship the item within the following 14 days.  No exceptions, as we must make timely returns/exchanges to our vendors as well.

Please save and return all items in original packaging material, with all tags intact. When returning items, we highly recommend insuring the item against damage or loss, as you will be responsible for the item(s) until it is delivered and received back to our supplier.  We cannot accept items back that have been damaged by your return shipper.  In this case, you must file a damage claim with your carrier, as only the shipper can make this claim.  We will send you photos of the damaged item for your damage claim.
All items must be returned in their original, unworn and unused condition. If merchandise has been used and clearly shows the use, returns will be rejected.
 
Please check with us for return shipping address, as all merchandise will be returned directly back to our suppliers.

Returns of items shipped with Free Shipping:
We offer Free shipping on all orders. In the event that you wish to return a returnable item in which you received free shipping, we will refund the full price paid for the merchandise, minus all shipping fees and re-stocking fee when applicable.   Please ask if you would like to know what these charges are before returning your item, as this fee can vary widely from item to item.
Please allow 5-10 business days after receipt of the goods for our supplier to open and inspect returned merchandise and for us to credit your account. You will receive an email confirmation once your return has been inspected and your account credited. Your return credit may then take and additional 3-5 business days to appear on your account depending on your credit card processing company.

*** DAMAGE CLAIMS***

Please inspect all packaging at time of delivery and REFUSE the delivery if you are positive that the merchandise is damaged.  If you are unsure of damage, but suspect it, please follow the instructions below:
  • Note the damage/suspect damage on the Carrier Receipt.
  • YOU MUST KEEP ALL PACKAGING IN-TACT EXACTLY AS YOU RECEIVED IT, AS THIS IS VERY IMPORTANT TO OUR DAMAGE CLAIM WITH OUR CARRIER. 
  • You must notify us within 2 days of receipt of any/all damage claims.
  • Your damaged item may be picked up by our carrier for inspection.
If you receive a broken/damaged item, this damage was caused during transit, as we thoroughly inspect all merchandise before it is shipped to you.  In this event, we will open a Damage Claim through our carrier on your behalf and with your cooperation, this must be approved by our carrier for any reimbursement or replacement of product.  If our damage claim is denied, we will in turn have to deny your claim.

*Please be aware that if you sign for the delivery without noting any damage or possible damage you are clearing the carrier, supplier and seller of any responsibility, and it is very unlikely that your Damage Claim will be approved.   Anytime the carrier is presented with a clear delivery receipt it  becomes the responsibility of the consignee to provide the carrier with evidence of neglect and /or mishandling, as well as why the said loss and/or damage was not noticed and noted at the time of delivery.

Please do NOT ship the broken item back to us. It may be inspected at your location by the carrier and then you may dispose of it.

Once the damaged item has been inspected and the damage claim approved you will either be credited for the amount paid or the item will be replaced.

Private Property Damage:  Heavens Gate Home & Garden uses a number of carriers to deliver goods to the customer and unfortunately, we are unable to file claims for damage done to private properties. We are only able to file claims on freight damage/losses of the merchandise being delivered.  If this should happen, the claim is between you (or your private property insurance company) and the carrier.

By ordering from our website, you are hereby releasing HGHG from any harm caused to your private property by any of our carriers.
 
HOLIDAY/GIFT RETURNS: If you purchase an item from our web-site as a Holiday or any type of occasional gift, please make a note of that intention in the comments section of the order form. If this is the case, we will extend our return policy from the standard 5 days of receipt rule to the 15th of the following month from the date of receipt.

All "holiday" themed merchandise is non-returnable after the holiday has passed, regardless if it's within the 5 days of receipt.

Policy as of 9/13/20.

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