The Garden Factory Plant & Garden Center - Award Winning Garden Center in Rochester, NY

RETURN POLICY
     We pride ourselves on carrying the highest quality products and want you to be completely satisfied with your purchase. If for any reason you are not happy with any product purchased, you may return it for a cash/credit card refund, in-store credit, or equivalent product exchange. Original receipt(s) must accompany all returns. All returns/exchanges/defective/deceased items should be returned to:

     The Garden Factory, Inc.
     2126 Buffalo Road
     Rochester, NY 14624


Store Policy

An item may be returned if:
  • Printed Cash Register Receipt accompanies your return.
  • Return is within 30 days of purchase date.
  • Item is unused and in re-saleable condition.
  • It is not a final sale item.
If your purchase is being returned and was originally paid for with a credit card, it must be returned with the original credit card with which it was purchased.

Sales Tax
     

     Sales tax will be assessed for orders that are shipped within the state of New York. Sales tax on your order is calculated according to the destination of the merchandise, since states have individual tax laws.

Warranty

     We extend no guarantee beyond that supplied by the manufacturers, and imply no warranty as to the merchantability or fitness for a particular purpose of any item. The liability of The Garden Factory, Inc. is limited to the purchase price at the time of purchase.

Nursery Warranty Policy (Trees & Shrubs)

     
We offer a warranty on the majority of our nursery stock, which varies based upon the sale price at time of purchase. The warranty varies as follows:
  • Items ending in .99 ($19.99 for example) – 100% 1 year replacement from date of purchase
  • Items ending in .88 ($19.88 for example) – 50% 1 year replacement from date of purchase
  • Items ending in .77 ($19.77 for example) – No warranty
     Simply return deceased tree or shrub along with your cash register receipt and printed warranty receipt to our customer service desk for verification. A nursery credit for the purchase price or a replacement will be given at the discretion of management. Cash refunds will not be issued. Replacement items are not warrantied. If tree or shrub is not available at time of return, a nursery credit is issued and is good for up to one year toward any tree or shrub in our nursery area. We are not responsible for any labor costs, delivery fees or otherwise incurred in planting or removal any/all materials. Warranty does not cover annuals, herbaceous perennials, roses, sod, houseplants, items killed by animals (girdling), insects, disease or weather conditions in which we have no control over.

Delivery Policy
  • Bagged and Palletized items are placed on driveways.
  • Merchandise is placed on the right/left hand side of garage.
  • Customer does not need to be home to accept delivery.
  • Your delivery will arrive on the scheduled day.
  • Delivery Hours: M-F 8-5pm, during the month of May up to 9 pm.
  • Driver(s) will call customer if there is a problem or delay.
  • Driver(s) are not permitted to place or drive merchandise around lawns, due to the weight of trucks and materials.
  • We appreciate your patience during our busy seasons (April-June).
  • Delivery Charges are non-refundable on replacement items. If your replacement item needs to be delivered, another delivery charge will be required by customer.
  • Any merchandise that has been over bought by customer and needs to be picked-up by our driver, a delivery charge and labor cost will be required by customer.
  • Any and all claims must be made within 24 hours of pick-up or delivery and before items are planted and/or landscaped.
Bulk Delivery Policy
  • Driver(s) are not permitted to dump or drive on lawns or un-paved surfaces due to the weight of truck(s) and materials, so please, do not ask.
  • Please notify us immediately if you have a new driveway or low power lines.
  • Customer does not need to be home to accept delivery.
  • Your delivery will arrive on the scheduled day.
  • Delivery hours: M-F 8-5pm, during the month of May up to 9 pm.
  • Driver(s) will call customer if there is a problem or delay.
  • The Garden Factory Inc. is not responsible for any/all damages done to driveways, parking lots, etc. due to the delivery of bulk stone, mulch, top soil, or compost that customer has instructed us where to deliver or dump.
  • Any bulk product that has been over ordered will not be picked up or reimbursed.
  • Any and all claims must be made within 24 hours of pick up or delivery, and before bulk stone, mulch, top soil, or compost is spread or landscaped.
  • The Garden Factory Inc. is not responsible for any/all damage done to a customer's property due to the delivery of bulk materials, where the customer has specified a dump/drop location.

Methods of Payment 
     We accept MasterCard, Visa, Discover, American Express credit cards, and Cash. Sorry, but we are unable to accept Mastercard, Visa or American Express branded Gift Cards. Thank you for understanding.

Gift Card Policy
     Once activated, Gift Cards are redeemable for merchandise only at The Garden Factory, Inc. and have a monetary value determined at time of purchase. Gift Cards cannot be redeemed for cash, applied towards in-house accounts, credit cards, or other electronic pay cards. The Garden Factory Inc. is not responsible for lost or stolen Gift Cards. Gift Cards expire five years after the date of purchase.