Return and Shipping Policy

Planters and Urns Return Policy Overview:

•If, for whatever reason, you are not completely satisfied with your purchase, you may return UNUSED, RESALABLE, returnable products to us for a refund, exchange, or company credit, provided you notify us to receive a Return Authorization code, and we receive the item back in our warehouse within 12 days of the original date of delivery.  A restocking fee of 25% will apply.

•Custom, Special, and Close Out orders are non returnable and cannot be cancelled once placed due to the custom processes involved. Personalized or logo/company promotional cannot be returned for any reason. Planters and Urns makes every effort to make sure you are completely satisfied with your order. We have worked with the biggest names in business: Ford, Google, Coca-Cola, Illy Coffee, Nascar, and M&M Racing just to name a few – all satisfied customers. We work hard every day to deliver a superior customer experience.

•Order shortages, damages or discrepancies must be claimed within 2 business days of receipt of order. All returns and refunds are subject to final approval from Planters and Urns’s Customer Service Department. A 25% restocking fee may apply depending on the quantity and style of items being returned.

•If an order is refused, shipping charges are non refundable and all restocking fees will still apply. If a customer refuses a package, they will be charged for any charges we incur in having the packages returned to us. If a customer refuses a personalized non-refundable item, they cannot receive any credits by simply refusing the delivery, and they will incur an additional charge for any return fees we incur after the package is refused. The refused package shall remain in the possession of Planters and Urns until such time as the customer remits payment for us to send the item(s) again. If payment is not received within 30 days of the first failed delivery, then the item is forfeited.

• Shipping charges are non refundable.

• Returns on items that included 'Free Shipping' will be credited for the item ONLY minus the original shipping charges we incurred to ship the item(s) out to you & restocking fees will still apply.

Damage in Shipping

Please check your order immediately upon receipt and notify us if the item has been damaged. Please report the damage within 48 hours to our Customer Service Department at 334-558-0863 (9am to 5pm CST).  We will need photos of the damaged item, as well as photos of the box the damaged item was shipped in. Please email us images no larger than 300k each. 4x6 photos can also be mailed to our corporate offices if you are unable to email them. We must have the images in order to notify the shipping company and file the necessary damage claims. After claim is presented to the shipping company, we will arrange to have damaged items and their packaging inspected, returned and replaced.
IMPORTANT: Please keep original shipping containers and packaging your item was received in, as they are needed for inspection.

Custom Orders & Close Out Items

Customized and Custom Made items cannot be returned. These are orders by which the customer chooses the color design, frame, custom cut fabric, logo/personalized products etc. Planters and Urns will make a fair attempt to offer alternatives that address your concern. Items marked Close Out are not returnable – they are first quality but are no longer manufactured or stocked at Planters and Urns. Close out and sale items are not returnable or exchangeable.

Product Returns

STOCKED INVENTORY (non-custom): If you are unsatisfied with your purchase, our Customer Service Department will assist you within 3 business days with the proper return approval & shipping instructions. Items will be subject to a factory restocking charge of 25% depending on the quantity and style of items being returned.  To avoid restocking fees, you can opt to send back your original purchase and exchange for equal or higher value exchange.  Restocking fees are charged to handle our administration fees of the return which include but are not limited to the following:  1. the return authorization, 2. manual inventory update in our system, 3. receiving of the return, and 4. restocking in our warehouse.

Customers are responsible for returning the item in the original shipping containers and in saleable condition. Credit will be given for the price of the item only. Credit is not issued for shipping charges. If the return item was a part of the Free S&H promotion, the eligible refund amount will be the purchase price minus our shipping cost. Claims will not be made on items improperly or insecurely packaged. Credit will be issued when we receive the returned item in good condition at the factory.

Warranty Returns

To return items that meet our warranty guidelines, refer to our return procedures for complete instructions.

Return Procedures

In order to process your warranty claim, please follow these procedures so that we may expedite our service to you:

•Notify Planters and Urns via our Contact Us link or call (334-558-0863 8am to 5pm CST Monday-Friday) of the concern with your product(s).

•A Planters and Urns employee will assist you with processing your claim.

•If the concern is covered under warranty, Planters and Urns will direct you to either return the product or part to our corporate HQ in Montgomery AL.

•The return will not be accepted without a Return Authorization Number that Planters and Urns customer service representative will provide to you.

•You will be provided an address to which you can return your order. An entire replacement, replacement part, or repaired product will be sent to you after the return is verified by Planters and Urns customer service representative.

•If a problem occurs after the warranty period, you may request a repair or replacement quote after inspection of the damage. Freight charges both ways will be your responsibility.