Returns and Guarantees
The Wildwood Outdoor Living Centre is committed to providing our customers with outstanding customer service and satisfaction when purchasing from us. If you have any concerns with the condition of your order upon receipt, please issue a return/refund request within five (5) business days of the shipping provider’s delivery date so we may accurately assess the issue. Return/Refund requests can be issued on your customer account page for your convenience. Please follow the step-by-step guide below to submit your request.
How to Submit a Return Request:
- Log in to your account:
- In the Email field, enter your email address, and then click Continue.
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter a six-digit verification code.
- Click the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for the store.
- Click Request return.
If your return request is approved and requires shipping, then you will receive an email with shipping instructions. After the product is returned, you will receive a refund.
Inquiries may require photos of the products in question after submitting a return/refund request to help with our assessment. In some cases with bulbs and root plants, we may require our customers to unearth the products to help provide more information for our investigation. Inquiries made after five (5) business days may restrict the return, exchange, or refund. Shipping can be hard on some plants, and we understand that not all will survive the added stress.
Policies specific to product category are outlined below:
Plants, Bulbs, & Seeds
The Wildwood Outdoor Living Centre is here to help you every step of your gardening journey by providing you with the products you need to succeed. The success of growing the seeds, plants, and bulbs we provide is dependent on several factors including weather, soil, and the skills and practices of the gardener. These factors are out of our control and are the responsibility of the gardener. Any liability of the Wildwood Outdoor Living Centre is limited to the purchase price of the product. We do not assume any risk in the lack of performance or damages arising from our products.
For plants, bulbs, or seeds, we are happy to offer our customers the option to exchange or return products they are not satisfied with provided they are unopened in their original packaging or are still in their original pot and soil. The Wildwood Outdoor Living Centre will not be responsible for shipping costs to return items and original shipping costs are non-refundable.
For approved returns, a refund will be processed to the original method of payment provided the product is returned to our facility within ten business days. Any returns received after ten business days will result in a store credit.
If returning items over $75, you should consider using a trackable shipping service or purchase shipping insurance. We do not guarantee that we will receive your returned item. Depending on where you live, the time it may take to receive a replacement product may vary.
Products identified by our customer service team as poor quality or damaged in shipping, may not require being returned. Products deemed poor quality or damaged in shipping are eligible for a credit/refund.
US Customers
We do not accept returns for orders placed in the US. Products identified as damaged in transit or poor quality by our customer service team may be eligible for a refund. The same return/refund guidelines apply as above. For any questions regarding US orders please contact orders@wildwoodoutdoorliving.com.
Hard Goods & Other Goods
For hard goods, the Wildwood Outdoor Living Centre is happy to provide our customers with the option to return or exchange their purchases within the first 30 days. If 30 days have passed since your purchase date, unfortunately, we cannot provide a refund or exchange.
Please request a return/refund on your customer account online prior to returning your hard goods to confirm you are eligible for a refund. This policy does not apply to pre-ordered products. The Wildwood Outdoor Living Centre is happy to provide our customers with the option to return or exchange their pre-ordered products within the first 30 days from their arrival.
The Wildwood Outdoor Living Centre will not be responsible for shipping costs to return items and original shipping costs are non-refundable.
Returned items must be unopened in their original packaging.
Please do not send your purchase back to the manufacturer.
If your product arrives damaged, contact us at orders@wildwoodoutdoorliving.com as soon as possible for further instructions. We request that you supply a photo of the damaged product.
Special Orders
At Wildwood, we offer a wide selection of products for our customers to choose from. However, we also understand that sometimes a customer may want a product that we don't currently have in stock. In these cases, we are happy to special order items for our customers. Please note that all special orders are considered final and cannot be returned for a refund.
We recommend that our customers carefully consider their purchase before placing a special order in-store or online, as we are unable to offer refunds for these items. Requests for an exchange on special orders will be made at the discretion of store management and will be subject to a 20% restocking fee.
Store Credit
Store Credit for use on wildwood.express will be issued to customer accounts and will have an expiration date of one year from the date of issue. Store Credit in our system is linked to the email of your customer account. The credit issued can be used for purchases on our online store. If you would like to know the remaining balance of your store credit at any time, you can see it in your the profile details in your customer account dashboard under Payment Methods. You can also ask us by contacting orders@wildwoodoutdoorliving.com and provide us with the name and email the credit was issued to.
Items purchased with store credit are not eligible for additional refunds.
Please contact us at info@wildwoodoutdoorliving.com should you have any questions regarding our Store Credit policies.
Store Credit via Gift Card (discontinued)
If you were issued store credit by gift card and would like to know the remaining balance please email orders@wildwoodoutdoorliving.com and provide the name and email the credit was issued to and we will get back to you.
Late or Missing Refunds (if applicable)
Refunds to the original method of payment may take up to ten business days. Before contacting us at orders@wildwoodoutdoorliving.com about a missing refund we ask that you,
- Check your credit card statement
- Contact your bank
Gifts
Items marked as a Gift at purchase and shipped directly to the recipient will be eligible for a Gift Credit for the value of a return. A Gift Certificate will be emailed once the returned item has been received and inspected. Items not marked as a Gift at purchase and/or shipped to the purchaser will be eligible, if applicable for a refund to the purchaser.
Shipping or Returning a Product
Please request a return/refund on your customer account online use the following guide below:
- Log in to your account:
- In the Email field, enter your email address, and then click Continue.
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter a six-digit verification code.
- Click the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for the store.
- Click Request return.
If your return request is approved and requires shipping, then you will receive an email with shipping instructions. After the product is returned, you will receive a refund.
Price Adjustments
The Wildwood Outdoor Living Centre does not offer price adjustments on sale items, clearance items, limited quantities, or seasonal merchandise. Additionally, we do not price-match other retailers advertised online or in-store. For any further questions on this, please email orders@wildwoodoutdoorliving.com.
Modifications to Online Orders
The Wildwood Outdoor Living Centre does not offer modifications to online orders. Once an order has been placed, it cannot be modified in any way. This includes changes to the product(s) ordered, the shipping address, or any other order details. If you need to make changes to your order, you will need to cancel the order and submit a new one.
Canceling an Order
Orders may be canceled provided the product has not been shipped. To cancel an order, contact us as soon as possible at orders@wildwoodoutdoorliving.com and provide us with the order number.
Local Pickups
The Local Pickup shipping option should only be used if the billing address associated with the order is within the Victoria, BC area. The Wildwood Outdoor Living Centre reserves the right to cancel any order that does not meet this requirement. If you are unable to provide a billing address within the Greater Victoria BC Region, please choose our Parcel shipping option instead.
