FAQ

1) How can I contact your customer service team? 

For customer service inquiries only, please email info@GardenGuideOnline.com

 

2) I emailed your customer service team. When will I receive a response? 

Our customer service team aims to respond to all emails within 24-48 hours.

 

3) How long will Shipping take?

All orders made before 3pm EST will be shipped same day except for "Exclusive Merch"

All Orders made after 3pm EST will be shipped the following business day except for "Exclusive Merch"

For "Exclusive Merch":

Shipping estimates are 1-5 business days as your merchandise is set to be printed and packaged. Please note our fulfilment and shipping estimates depends on customer location and shipping estimates might increase for your order during holidays and busy periods.

 

4) Do you offer Returns and Refunds? 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@GardenGuideOnline.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Returns for all products in exception for "Exclusive Merch" will be subject to a 15% restocking fee. Returns for "Exclusive Merch" are to be raised within 14 days upon receiving your order and will be subject to no restocking fee.

To learn more please check our returns and refunds policy.

 

5) What if I receive a damaged product? 

Please email info@GardenGuideOnline.com with your order number including a video and photos of the fault. The pictures/videos of the product must show that the product is unused, has all the tags intact.

 

6) Will customs and taxes be included in the product price? 

Extra charges like Import tax, duties and related Customs fees if applicable, are determined and charged by the Customs office of the destination country and the cost is not covered in payments you made to us. Please contact your local Customs office directly for further details. 

 

7) Do you offer discounts and promotions? 

Yes, we offer discounts and promotions. Make sure to sign up for our email list to receive news on special offers.

 

8) Why hasn't my tracking status been updated? 

Don’t fret! Your tracking status may take 24hrs to update from pre-shipment status. 

 

9) Is it possible to change or cancel an order? 

Please contact our team immediately if you need to change or cancel your order but we unfortunately cannot make any changes or cancel your order after it has left our warehouse. 

 

10) How can I download an eBook?

This is very easy! You will be prompted to download our products directly from the order confirmation screen, after you have sent payment, giving you immediate access to the content. You may need to wait for up to 30 seconds for the link to appear but you will see a loading graphic when they ebook’s link is loading. Equally, you shall receive a link to download via email too. This will be to any email address you nominate when you purchase the ebook. This is very helpful if you wish to download to other devices.

 

11) Can I download your eBooks to multiple devices?

Yes you can download to multiple devices, as aided by our email download link but please note that some devices do not allow automatic download from email. You may need to download to desktop or laptop and transfer over. All of our ebooks are PDF based so you can read on any device which allows PDF files.

 

12) Can I share the content on your eBooks?

You may share in the same way you would be expected to share a hardcopy book. Strictly, you may not make one or multiple copies of our products as the copyright is protected against fraud. You certainly can’t upload for public use or sell on in any way of form. You may share from your device in private with friends and family only.

 

13) Can I get a refund on your eBooks?

We have a 100% Zero Risk Money Back Guarantee. We want you to be totally delighted with our eBooks so we are pleased to offer you this powerful guarantee: To prove our confidence in our products and their value to you, we are offering a 7-day, money-back guarantee.

All you have to do is to send us an email within 7 days from the purchase date and we will refund you for the full amount of purchase.

Strictly, any refunds requested after this date with be unobtainable. We have the right to refuse refunds if we discover that an products sent to you have been copied.

 

14) How can I pay?

You can pay using all mainstream cards and payment systems including: Visa, Mastercard, Amex, Maestro, Shop Pay, Apple Pay and Google Pay. Please note that we have an SLL certificate and encrypted checkout powered by Stripe which is a reliable payment system ensuring that third parties, as well as ourselves, shall not be able to view your full card details providing you with peace of mind to shop with us today.