Frequently Asked Questions

We appreciate every question that customers ask us.

In order to make your experience better, we compiled these frequently asked questions that Greenhouse Emporium has received so far.

About the store - Greenhouse Emporium

In contrast to Amazon and eBay, we actually offer customer support. You can leave us a message, call us, or chat with us and we will help you the best way we can. We might not be able to compete with Costco, Walmart & Co in terms of prices, but we care about our customers. In addition, we are a small business (a team of 3). We don’t use a call center for returning calls. You will speak to an actual person that is affiliated with Greenhouse Emporium, weather it is through chat, email, or on the phone.

Your information is secured at all times by our service provider – Shopify. We only collect data, such as name, address and email in order to fulfill your purchase. Please read more in our Privacy Policy.

We are an authorized dealer of every manufacturer we carry. Which means you will get the most up to date product information and full manufacturer warranties will be honored for all products we carry!

We are an online only retailer in order to keep our prices low. If you want to see a product in real life before the purchase, contact us. We may be able to point you to a location.

 

Shipping

We currently only ship to the continental United States. In some cases, you need to provide a residential address with space to unload because the crates are larger (if so, it is indicated in the product description).

If your order is in stock it will ship within five business days from the date of your order. We will send you tracking information (if a tracking number is provided) within 24 hours of your order leaving the warehouse to the email address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at orders@greenhouseemporium.com.

Once we place the order with our supplier and they ship your order, the supplier will send us the information, which we will forward to you as soon as we can. This can be anything between 3 hours to 5 days.

Use the tracking number that we have sent you to check, where your order is in the delivery process.

We are using the shipping carriers that our suppliers work with. This can be, for example, LTL, FedEx or UPS. Our supplier chooses the best shipping carrier according to the weight of the item(s).

Greenhouse Emporium does not own a warehouse. We ship directly from our suppliers/manufacturers, which are located all over the country.

There are no shipping costs for you. Greenhouse Emporium offers Free Shipping to the continental U.S. If you have a custom product like greenhouse covering the quote, we give you, will contain a shipping fee.

LTE delivers curbside. UPS and FedEx deliver to the doorstep.

 

Returns

For more detailed information please visit our Shipping & Returns page. We want you to be 100% satisfied with your order. If you are dissatisfied with your order please contact us immediately with the problem and we will do our best to allow you to either exchange it, replace it or issue a refund of your money within 30 days of your purchase. All returns require an RMA number to be assigned before returning. All returns are subject to review and approval and a 20% restocking charge. Must be in original packaging You are responsible for return shipping costs. Unless the product is damaged or defective upon arrival. In order to return your purchase, please send an email to returns@greenhouseemporium.com with your order number and the items you wish to return. Some Products are made to order and therefore cannot be returned/refunded. These products will have: "THERE ARE NO RETURNS ON THIS PRODUCT ONCE ORDERED." listed on their page.

 

Ordering Process

Yes, you surely can. Just give us a call and we can handle everything on the phone.

If you have placed an order and would like to cancel or change it for any reason, please contact us immediately. We will do all we can to cancel or change the order, but if this is not possible, you are liable for all shipping and handling charges, including promotional outbound shipping, and return shipping. If a customer cancels an order after it has already shipped, refuses the package from FedEx, UPS, USPS, or a freight carrier or if the item is returned to us after three delivery attempts, a restocking fee of 25% and two-way shipping will be deducted from the customer's refund.

 

Payment

We currently accept: Credit/Debit Cards (American Express, MasterCard, Visa, Discover, JCB, and Diners Club), PayPal, Cashier's Checks, Money Orders, Wire Transfers, Purchase Order (PO), and Crypto Currency (Bitcoin, Etherum, Litecoin).

We offer Klarna as a financing option. You can find the link close to the item’s price on each product page. It is not in our hands to get approved by them as it is a third-party company.

Yes, it definitely is. We use Shopify Secure Ordering, which always protects the cardholder information in various ways.

There are 2 options for a card denial: 1. Sometimes it happens that banks blocks your purchase automatically because the purchase amount is outside of your normal spending habits. Please call your bank and tell them that it was you, who wanted to buy something. 2. Your billing ZIP code is incorrect. In this case, try again and enter the correct information.

Your payment will not be processed until we confirm that your purchase is in stock with our suppliers. Once we confirmed this your payment will be processed.

No, there are no surcharges added to your purchase.

You can enter your promo/discount code at the checkout.

No, it is impossible to apply multiple codes. If you really need a better price, call or email us for a customized quote. Especially, if you want to order multiple products, we may be able to lower the price.

 

After receiving the product(s)

In the rare event that your delivery is damaged, all of our suppliers will work to quickly send replacement parts or even a completely new delivery if the need arises. This is entirely up to the discretion of the manufacturer, but your satisfaction as a customer is the top priority of both Greenhouse Emporium and the manufacturers we represent. Please contact us immediately if your delivery is damaged and mark the receipt document that the shipper gives you with the word "DAMAGED" on it to signify into the shipper's system that the delivery was damaged. Parts damaged by the shipping carriers must be reported to us within 10 days of the time the damaged packages arrive.

Missing parts must be reported to us within 5 days of receiving your purchase. Please complete the inventory list before attempting assembly as instructed. It is very important to check the inventory upon arrival of the order, even if you do not plan on constructing the greenhouse right away. This way we can send out parts before you start the assembly process. It happened once that a customer started assembling a greenhouse and then noticed a missing part. Needless to say, the product got damaged while waiting for the missing part because of wind. So, please, be smart and do the inventory check beforehand.

You should ALWAYS do an inventory check RIGHT AFTER receiving the item. This way we can send out missing or damaged pieces in case you need them. We cannot ensure to send out damaged/missing pieces after weeks or months of receiving the product. Some manufacturers may do this, but not all of them.

 

Assembly

We like to say: If you can assemble IKEA furniture, you can assemble a greenhouse. Each product comes with a manual. There are also videos available for some products. Please, check out the "Features & Benefits" tab of your chosen product or ask us for the links.

This depends on your skill set and the product. We mostly included this information for each product in the "Features & Benefits" section. However, the estimated time can still be longer or shorter depending on your skills and how many helpers you will have.

This depends on each product. Some come with everything included and others don't. Check out the "Features & Benefits" section of the product you are looking at. If this information is not included, feel free to reach out to us via email, phone or chat.


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