Frequently asked Questions about Ordering and Orders

Placing an Order

  • Can I send a gift?
    No problem!  As long as the shipping address is within our
    Shipping Zones.
  • What is the minimum order requirement?
    There is no minimum dollar amount required. Please order plants in the multiples specified on the order form.
  • Is there a minimum shipping amount?
    No, there is no minimum shipping amount.
  • Do you offer wholesale prices or discounts for bulk and wholesale orders?
    Currently we do not offer wholesale or bulk discounts prices.
  • Can I make changes to my order?
    Yes, we would be happy to accept your order changes up to 5 business days before your requested ship date. To ensure accuracy, we prefer to receive any changes in writing via fax or EMail, but will also accept changes by phone.
  • Will you make substitutions on my order if an item is sold out?

    Yes, we will make substitutions if necessary, with a similar variety and/or grade and size. You will receive a notification Email from our Outside.com Order Team of the substitution and have an opportunity at that time to accept or reject the substitution.

  • I put something in my cart, but then when I went to look at my cart, it said it was empty. What's going on?
    You probably have cookies turned off in your browser. Our website needs to set a cookie in order to keep track of your shopping session. Please make sure that you aren’t blocking cookies from our site and try again.

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Checking your Order Status

  • How can I check the Status of my order?
    Return to your Account page and log-in to see your Order History.  
  • When will my order ship?
    We ship all purchases, with the exception of Live Goods (such as Plants), the day an order is placed or the following day.  Most orders are schedule to arrive within 3 to 5 days from notification that your order has shipped, although some exceptions may occur.
  • How do i know if my order has shipped?
    Once your order is shipped, you will receive an email confirmation with your tracking number and estimated delivery date. 
  • I did not receive an email confirmation after placing an order.
    Please feel free to contact us using our
    online Contact Us Form and our cheerful Customer Service Staff will be happy to check on your order status.
  • What should I do if order hasn't been delivered within the time estimated?
    Our guarantee covers both the timely delivery and the condition of your purchases.  If either are unsatisfactory, please contact us using our online
    Contact Us Form  48 hours (2 days) after the latest estimated delivery date or if the tracking shows a delivery confirmation, whichever is sooner.
  • I received only partial shipment of my order.
    Please feel free to contact us using our online Contact Us Form and our cheerful Customer Service Staff will be happy to work with you to get your full order to you.

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    I received my Order and there is a Problem

    • My plants appear to be wilted or damaged upon arrival, what should I do? 
      We strive to provide healthy, thriving, container-grown plants of retail nursery quality and size that are ready upon arrival to plant and thrive in your landscape.  If your plant is damaged in transit, or if you think your plant is unhealthy, please notify Outside.com Customer Service using our online Contact Us Form within three (3) days from the time your items or plants arrive, and we will work with you to help resolve the issue, including replacing or refunding your purchase.  
      Please see our
      Plant Shipping FAQs and our Guarantees for more information.
    • I received the wrong item, or the wrong size, now what?
      We hope you love what you purchased, but if something isn't right, please let us know!  We want you to be completely satisfied with your purchase from Outside.com. We offer a 100% satisfaction guarantee with your order(s) or we will willingly send a replacement or refund, if your claim falls within our guarantee period and conditions of our guarantee. 

      If you feel there is an issue with the condition of your purchases, you must notify Outside.com Customer Service using our online Contact Us Form within three (3) days from the date your items or plants were received.  Please follow the instructions provided in our Returns and Exchanges Policy. 
    • My product was damaged, what do I do?
      Our guarantee covers both the timely delivery and the condition of your purchases.  If either are unsatisfactory, you can report the problem to us using our
      online Contact Us Form within three (3) days of receiving your items and we will work with you to determine if you are eligible for a refund.  Please follow the instructions provided in our Returns and Exchanges Policy.

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    Returns and Exchanges

     Canceling An Order 

    • What is your cancellation policy?
      If you need to cancel your order, please notify us 5 days prior to your shipping date. Requests for cancellation must be made by calling the Outside.com Customer Service Team at
      (888) 927-3050 immediately, we cannot cancel orders through email.   
    • Orders which are canceled in-part or entirely and have not yet been shipped, but are in the process of being packed and shipped, will be charged a 10% cancellation fee. 
    • Orders that have shipped and have tracking information will not be able to be cancelled. 
    • Did you accidentally order twice?

      We will do our best to try to catch these on our end  but we need your help. Please contact our Outside.com Customer Service Team immediately Toll Free at (888) 927-3050 if you have accidentally submitted duplicate orders. 

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