Customer Service

PAYING FOR YOUR ORDER

We accept the following credit cards: Visa, MasterCard, American Express and Novus/Discover. We do not accept checks, money orders or C.O.D.

 

HOW FAST YOU'LL GET AN ORDER

All orders are processed between 8 a.m. and 5 p.m. (MST), Monday through Friday. Your order will be processed and shipped within 48 hours, unless otherwise noted. Please see our Shipping page for delivery and shipping policies.

 

SALES TAX

Sales Tax is added only to orders delivered within Idaho State. The state of Idaho requires that we charge sales tax on the full amount of the order including the shipping charges. When applicable, sales tax information will be displayed in your shopping cart along with other pricing information that pertains to your order. The current sales tax rate in Idaho State is 6%.

 

CANADIAN ORDERS INTERNATIONAL ORDERS

Canadian orders are subject to duties, taxes are the responsibility of the customer and must be paid upon receipt of shipment. Contact your customs office for more information on duties, taxes and restricted products.

 

Duties, taxes and customs are the responsibility of the consumer and must be paid upon receipt of the shipment. These rules vary by country, and your local government determines duty and customs charges. All international orders must be paid for by credit card.

 

OUT-OF-STOCK PRODUCTS

Though we do our best to make sure the products we offer are always available, we occasionally run out of particular items. If the item you order is unavailable, we'll notify you within 24 hours.

 

Once you have selected the items you want to purchase, you are ready to place your order. Water Garden Center offers a four-step ordering process:

• Finalizing the items in your Shopping Basket
• Completing shipping and billing information
• Reviewing your order
• Receiving an order confirmation

Step 1: Shopping Basket
The shopping basket contains all the items you selected while shopping. During this step, you can add or delete items, and change quantities

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Step 2: Shipping & Billing
You are asked to provide your billing address as well as the shipping address for any gift recipients.

 

Step 3: Review Order
Your order will be sorted by shipping address for your review. You can make changes or go ahead and place your order.

 

Step 4: Order Confirmation
A final summary and confirmation of your order appears, along with the contact information for Customer Service in case you need assistance.You can use the order number on this page to track the status of your order 24 hours after it has been placed.

 

Protecting Your Privacy
Water Garden Center is committed to respecting your privacy and recognizing your need for appropriate protection and management of personally identifiable information you share with us (the phrases "personally identifiable information" or "personal information" mean any information by which you can be identified, such as your name, address, telephone number, etc.). The purpose of this privacy policy is to inform you what personally identifiable information or personal information we may collect from you when you visit our web site, how we use such information, and the choices you have regarding our use of, and your ability to review and correct, the information. This policy applies only to users accessing our web site from the United States.

 

Collecting Information About You
In general, you can visit many of our web pages without telling us who you are or revealing any personal information about yourself. We may track the Internet domain address from which people visit us and analyze this data for trends and statistics, but individual users will remain anonymous, unless you voluntarily tell us who you are.

 

There may be times (such as when you order a product) at which we ask you to provide certain information about yourself, such as your name. We also maintain a record of your online product purchases. Whether or not to provide such information is completely your own choice. But if you choose not to provide the information we request, you may be unable to purchase products, or access certain services, offers and content on our web site.

 

Using Information About You
We use the personally identifiable information you provide for internal purposes, such as confirming and tracking your order, subscription or registration, analyzing trends and statistics, informing you of our new products, services and offers, etc.

 

Although unlikely, in certain instances we may disclose your personally identifiable information when we have reason to believe that it is necessary to identify, contact or bring legal action against persons or entities that may be causing injury to you, to Water Garden Center or to others. Water Garden Center may also disclose your personally identifiable information when we believe the law requires it.

 

Credit Card Security
This site utilizes Secure Sockets Layer, an advanced data encryption system used to ensure the security and confidentiality of information exchanged between your browser and the e-commerce server. All of your personal information (including credit card numbers) will be encrypted and then transmitted from your browser to the e-commerce system securely. This information is only viewed by us. You will notice that it takes just a moment to connect into the secure area and that there is a small lock icon on the bottom right of your browser whenever you are prompted to enter information.

 

Your credit card will be billed at the time your order enters the shipping process in our warehouse or is sent to a vendor for factory-direct shipment.

 

Custom-made items that require production time may be billed well in advance of delivery. Please do not be concerned as this is normal for such items.

 

In the unusual event that we have not been notified of a backorder prior to submitting an order to a vendor for factory-direct shipment, you may be billed ahead of shipment.

 

Water Garden Center will not be responsible for delays in processing your order if the credit card billing and shipping information that you provide does not match the information on file with your credit card company. For your own security, most credit card companies maintain an "alternate address file" of authorized shipping addresses for their cardholders. To advise your credit card company of an authorized shipping address, please phone the number on the back of your credit card and they will update your "alternate address file" promptly.

 

Shipping
You should expect to receive delivery within approximately 14 business days in the 48 contiguous states unless otherwise noted.

 

Canceling an Order
To cancel your order, contact us using the information provided you on your purchase receipt, include your order number, name, billing address, and items ordered. We'll acknowledge your request upon receipt and let you know as soon as possible if we were successful in canceling an order that has not yet entered our shipping department or is on backorder.

 

Orders that are already in the shipping system cannot usually be canceled although we will make every attempt to do so at your request. The cancellation process is costly to us, so once an order has been sent to our shipping department, or transmitted to a vendor for shipment, there will be a cancellation fee of 5% of your order total if we are able to cancel your order.

 

Purchasing Online
We accept Mastercard, Visa, American Express, Discover, money orders, online Checks and regular checks. please note that we wait for all checks to clear the bank before shipping your garden structure.

 

We will work with purchase orders - however we do require payment before shipping.

 

When You Receive Your Order
Do not refuse delivery for minor damage. If a package is damaged, check the contents for damage before refusing delivery. If damage appears to be minor, and only a few items need to be replaced, we recommend accepting the shipment (or at least any undamaged packages) after making note of damages on delivery receipt. Doing this will speed up the replacement process in many cases because parts can be shipped sooner and faster delivery methods can be used.

 

Inventory the shipment. Check the number of boxes received against the number shown on the driver's delivery sheet. If there is a shortage, write the number of missing boxes on your copy and the driver's copy of the receipt, and have the driver sign both copies.

If there is any problem with your shipment please contact us using the online help desk - we will quickly make any arrangements needed to fix any problems.