Shipping & Returns

16 USA Based Shipping Centers

  • Will Calls (order pick up) not possible due to security and insurance.
  • Estimated Shipping Times
  • Horticulture Source uses 10 Primary Shipping Centers: 1) 2) Two in Vancouver, Washington, 3) Ontario, California, 4) Livermore, California, 5) Nashville, Tennessee, 6) Pompano, Florida, 7) York, Pennsylvania, 8) Portland, Oregon, 9) Riverside, California, 10) Seattle, Washington.
  • Horticulture Source uses 7 shipping centers for specific items: Greenhouses ship from 1) Grants Pass, Oregon; Hand tools from 2) Tigard, Oregon; Composting items from 3) Redmond, Washington; CAP items from 4) Riverside, California; DRiWATER items from 5) Santa Rosa, California; CO2 Boost items from 6) Landenberg, Pennsylvania; GroPro items from 7) Owings Mills, Maryland.
  • Horticulture Source uses backup shipping centers in Portland, Oregon & Seattle, Washington.
  • Some orders or a part of your order may come directly from the manufacturer(s).


View 16 Shipping Centers: Primary, Backup and Item Specific Shipping Centers in a larger map

  Note: Orders generally ship 1 to 3 business days upon receipt of payment. Please allow 5 to 7 business days for CAP items. Certain items may take longer, please see item description.
California, Arizona, Nevada, Oregon, Washington and Utah orders: We may upgrade shipping to OnTrac (California Overnight).
International orders: We have no liability once the order leaves our shipping center.
International USPS shipments: Depending on the shipping method selected, you may not get tracking or status updates and shipments take 24 hours longer to process. We are not liable for carrier lost shipments.
All international sales, sales of items on special, and special orders are final (including live items and seeds).
Some items and large orders may require shipment via LTL such as Estes.

Shipment Packaging

Extra over wrap boxes are available to add to your order for extra protection and security. Certain reflectors have an option for made to fit over wrap box. You may request discreet packaging in the Comments area while checking out. Generally shipments go in plain brown boxes or USPS/UPS boxes/envelopes. Unless otherwise specified large items may ship in manufacturer’s packaging w/ shipping label applied.

Shipping confirmation

Upon confirming your order and landing on the checkout success thank you page you may receive a confirmation email w/ your order invoice. A valid email address is required or you will not get any email status updates. When we receive payment or get an update from shipping we will update order status and email. We will update order status and email when the order is being processed for shipment. Orders usually ship within 1-3 business days of your payment clearing. Depending on the shipper selected, you may receive an email including a tracking number and a link to the website which you can use to track your shipment.

Shipping

  • We only ship to the address on file w/ the card company.
  • All orders will ship with Signature Required to provide proof of delivery.
  • Product weight is used to estimate shipping costs and is not necessarily accurate. Overcharged shipping costs may be refunded.
  • Oversized packages are charged as if they were heavier by all shippers. Extra shipping charges for large/heavy items may be charged to your card or a PayPal payment may be sent.
  • Certain items cannot be shipped to all areas. Please see item description for details.
  • The best possible shipper (as we deem fit) will be used per order (estimated shipping times).
  • Certain fragile items may ship via an equivalent USPS service so the shipment can be insured.
  • Your order will ship within 30 days from us receiving the order or you will be contacted about the back order or will be refunded.
  • We are not responsible for carrier lost/misdirected or carrier damaged shipments. All carrier lost/damaged claims must be handled directly with the freight carrier.

Expedited Shipping

"Next Day," "2nd Day," and "3 Day" shipping options only refer to transit time during business days and is guaranteed by the carrier. Transit time is the time it takes the shipping company to deliver the package(s) once they leave our warehouse. It does not include or guarantee the order processing & handling time.

LTL Shipments

Someone at the shipping address will have to receive the shipment. The LTL carrier’s truck driver will need to contact you by phone or you may contact the shipper directly to schedule a time to deliver your order.

Post Office Boxes / PO Boxes

Only USPS can deliver to a PO Box. UPS, FedEx, LTL carriers, CalOver and all other carriers besides USPS cannot deliver to a PO Box.

Order Additions

We do not store any credit card numbers. If you want to add something to an order please place another order and we will do our best to combine shipments and will refund for any difference in shipping.

Shipping Costs

  • Freight charges are calculated by shippers using weight and dimensions.
  • The manufacturers packaging is placed into shipment boxes with packing products to protect your purchased items. This adds additional weight called tare weight. Our cost for this handling is $5 per package ($15 for international orders). Orders with a subtotal less than $50 may be charged a $5 low order fee.
  • Smaller orders may ship USPS.
  • Orders weighing over 50 lbs and large items may be split into multiple boxes.
  • If we are shipping a large or heavy item, some services might not be available to you. These services may not appear on the shipping options list for your order. LTL shipping may be required for some items.
  • Overcharged shipping may be refunded. Undercharged or underestimated shipping costs may be charged to your card or a PayPal payment request may be sent. You will receive a notice via email if this is an issue.
  • The following chart summarizes the carriers' restrictions for weight and dimensions.
    Definitions used in the chart are:
    • Girth is the distance around the package at it's thinkest part.
    • Length is the longest side of a package.
    • Volume is length times width times height.
    Carrier/Service Allowed Weight Maximum Dimensions Notes
    UPS Up to 150 lbs 108 inches in length

    165 inches in girth

    Packages over 70 lbs require a special label.

    Oversized rates apply to Ground packages if the girth is greater than 84 inches and weight is less than 30 lbs or if in girth is greater than 108 inches and weight is less than 70 lbs.

    FedEx Ground Up to 150 lbs

    Up to 70 lbs for Home Delivery Service

    108 inches in length

    165 inches in girth

    Oversized rates apply to Ground packages if in girth is greater than 84 inches and weight is less than 30 lbs or if in girth is greater than 108 inches and weight is less than 70 lbs.
    USPS Priority Mail Up to 70 lbs 108 inches in girth "Balloon rate" and "dimensional weight" rules apply - large volume items ship as if they weigh more.
    USPS Parcel Post Greater than 1 pound*

    Up to 70 lbs

    130 inches in girth Between 108 and 130 inches will be charged oversized rates.
    USPS Express Mail Up to 70 lbs 108 inches in girth  
    * Lighter packages should be sent Priority Mail

International

Customs is the responsibility of the buyer. Should customs return your shipment, you will be refunded product cost only (less restocking). As we have no way to collect international taxes, duties, VAT, etc. they are the responsibility of the buyer.

Warranty

All products come with a manufacturer's standard warranty. Please consult the manufacturer's literature for specifics.

Quantities

Particular items are available in only case/pack/bag quantities only. Please see item description for details. While items are sold individually case and/or palette sizes may be listed for customer convenience.

Freight Damage and Shortages

UPS/FedEx/OnTrac

If the box is delivered open or torn, with the contents disturbed and obviously damaged, or if when lifting or lightly shaking an intact box, you can hear broken glass inside, refuse the delivery "due to damage." UPS/FedEx will need to document a "refused due to damage" exception. This will email our warehouse that the package is returning, so they may ship a replacement order without needing to issue an RMA.

LTL

All claims must be made with the carrier. At the time of delivery, make sure there is no damage or any shortages. If there are, it must be noted in the Bill of Lading at the time of delivery. If the Bill of Lading is signed as complete / undamaged and at a later point damage or shortages are found, you will be unable to receive compensation.

USPS

Should your shipment be lost or items were damaged in shipment and the shipment was sent insured, in order to file an insurance claim a signed and dated letter is required stating the following:
  1. Date the package was mailed.
  2. Invoice or order number.
  3. Description of product.
  4. If loss (after 21 days domestic or 45 days international or 60 days to Italy), state parcel never received; if damage, state description of damage and if repairable (most likely not).
  5. Signature and date.

Missing Items

  • We require notice about any missing item(s) within 48 hours after a package has been received.

Product Availability / Back Orders

  • All items are assumed to be in stock unless otherwise indicated.
  • Sometimes an order comes in before another, which wipes out the remaining inventory. So while an item may be in stock when you place your order, by the time shipping gets to filling your order the warehouse may run out.
  • Should an ordered item become unavailable you will be notified and it will be back ordered to ship upon arrival or you will be refunded.
  • As soon as we become aware of the unavailability of an item we will update the item.

Returns

  • Shipping errors/damage will be replaced free of charge if we are contacted within 7 days of shipment receipt.
  • Returnable item returns accepted within 30 days from the invoice date.
  • All returns must be received in new, unopened, saleable condition.
  • Shipping paid on orders that shipped is not refundable under any circumstance.
  • There is a 25% (or more) manufacturer imposed restock charge.
  • You will be credited on receipt and inspection of the return.
  • Special order items, items on special, international orders, live items, and seeds are not returnable.

Please email us at store (at) horticulturesource (dot) com for a Returned Merchandise Authorization (RMA) number and the return address. We handle all returns via email or our support ticket system to document it fully. Please write the return authorization number on the return label and include our order number inside.

Cancellations, Refused Shipments & Delivery Failures

  • An order may not be canceled if it is being processed for shipment or has been shipped.
  • Special Order items are not cancelable, exchangeable, refundable or returnable. Kwikool items are Special Order items.
  • Live items and seeds are not exchangeable, refundable or returnable.
  • Customer will be responsible for restocking and administrative fees as well as shipping both ways on all refused shipments not marked "due to damage" by carrier and shipments which come back due to failed delivery attempts (regardless of reason including invalid address).

Returned Merchandise Authorization (RMA)

Though very seldom, sometimes an order or part of an order needs to be returned. We will complete your Returned Merchandise Authorization form for any and all defective products (except for special and international orders). Usually return shipments will be covered if the following are met:
  • Product returned without RMA approval or not sold by us will be refused and shipping charges and administrative fees applied.
  • If product is returned for Warranty Repair and is out of Warranty or is in Warranty but found to be working, shipping charges will be applied. Repairs are $50 / hour labor, plus parts when not in warranty.
  • Product should be returned in original packaging or equivalent. Damage due to poor packaging may void the warranty and will be the customers’ responsibility.
  • Warranty will be void if factory serial # has been tampered with or removed.
  • Shipped products should never be returned without prior approval.
  • Return products for credit are subject to a minimum 25% restocking fee. If the item is not in like new condition the restocking fee is 40% (or more or may not be restockable). Restocking is manufacturer imposed.
  • Always write your RMA number on the Shipping call tag and retain the receipt. Do not mark directly on the box.
  • All warranties are void outside of the U.S.A. and Canada.
  • Returns may not be accepted later than 30 days from the RMA issue date.

Lamp Returns

The code from the side of the lamp will be required to prove it was the one we sent and has a valid warranty.

Meters and Probe Returns

The probe(s) sent back with or without the meter must match what we sent and not be expired or it will be returned at the customer's expense. We keep careful track of the date codes on all probes.

The following Manufacturers require all RMAs go directly through them:

AeroGrow(800) 476-9669
Biowave Industries(626) 330-1923aim (at) biowaveindustries (dot) com
Botanicare(877) 753-0404Fax (480) 777-2015
CAP(866) 476-9768Fax (951) 343-3088
Cutting Edge Solutions(707) 528-0522 ext 1Fax (707) 528-0422
DBC Company (HortiCare Meters)(510) 326-0579
Durotech(800) 239-0265Fax (615) 874-9513
Eco-Nutrients(707) 218-5622
Eye Lighting (e-Ballasts Only)(888) 665-2677
EZ-Clone(916) 626-3000Fax (916) 626-3001
Fast-Gro (Radient Heat Products Inc.)(508) 947-6824 ext 8704
Future Brite(866) 776-8405Fax (330) 965-9558
Future Harvest/Tri Meter/Nutri-Dip(866) 491-0255warranty (at) extremegrowing (dot) com
Fresca Sol/Best Coast Growers(800) 827-1876
G.A.S. Technologies (Sunpulse Lamps)(800) 667-9070www.sunpulselamps.com
General Hydroponics(800) 374-9376Fax (707) 824-9377
Green Air(503) 663-2000Fax (503) 663-1147
Gualala—Light Movers(877) 674-9294repairs (at) lightrail3 (dot) com
Gorilla Grow Tents(855) 448-4769tyler (at) gorillagrowtent (dot) com
Grow More(800) 338-7160
Hanna Instruments(800) 426-6287tech (at) hannainst (dot) com
Harvest Master011-64-9-579-2057support (at) harvest-master (dot) com
H.D. Manufacturing Co.(800) 745-2392fritz (at) hdhudson (dot) com
HM Digital(310) 410-3100/(800) 383-2777Fax (310) 410-3106
Hort-iControl(702) 968-0420
Hydro (Pumps & Heaters)(916) 920-5222
HydroGen/Hydro Innovations(512) 321-7575Fax (512) 321-7577
Hydrodynamics Inc. (Dip n Grow)(517) 887-2007Fax (517) 887-2008
Hydro Hutwww.hydrohuts.comhydrohuts (at) gmail.com
HydroLogic(888) 426-5644Fax (831) 336-9840
Ideal-Air(877) 9-IDEAL-1Fax (360) 405-0016
Kwikool(800) KWIKOOL/(713) 667-9595
Lasko/Air King(800) 233-0268
Link4 Corporation(866) 755-5465 ext.2support (at) link4corp (dot) com
Milwaukee Instruments(877) 283-7837Fax (252) 443-1937
*Nova Biomatique/IGS/Plug N’ Grow(888) 577-6274Fax (418) 856-3387
Optimum Growth(847) 516-4776Fax (847) 516-1655
Oregon Scientific(800) 853-8883
Root Lowell Flo-Master(800) 253-4642Fax (800) 968-3555
Sentinel(707) 544-3399support (at) grow-gps (dot) com
Solatel(831) 462-9494Fax (831) 475-8245
Spectrapure(800) 685-2783scott (at) spectrapure (dot) com
Suncourt(563) 785-6466
Titan Controls(888) 808-4826Fax (360) 450-0012
TrimPro/Makametal(450) 349-0811
Vermicrop(800) 994-8775Fax (916) 652-4652
Waterbury (TimeMist)(800) 845-3495
Wingscapes(888) 811-9464
Xtreme Gardening(800) 784-4769
  • HorticultureSource.com cannot process returns for the above manufacturers (unless it is a mis-shipment or new return to stock -- less restocking).
  • Most vendors on this list will require the dated invoice which was emailed upon your order checkout confirmation.
  • Although we do take Atmosphere-Vortex fans back, they require that you complete a return check list and include a dated receipt. Please email customer service if you need a copy of the Vortex checklist.
  • We advise our customers to contact these vendors directly. The vendors are equipped to help troubleshoot their products. We do not take returns for products from the manufacturers listed above.
* Customers must call Nova Bio directly and get an RMA number from them. We will issue a credit as long as we have a Nova RMA number with the returned unit.
** Before requesting authorization to return Lumatek ballasts please call (866) 369-8943 first to troubleshoot.

RMA Process Flow Examples

When the process is followed:

  • The RMA is inspected by the receiving department.
  • The RMA authorization / pack slip is present and filled out accurately & completely.
  • All items shipped match the packing slip in quantity and description.
  • The RMA goes directly to the repair department and is in the first in / first out of queue.
  • This process ensures that RMAs that have been submitted correctly will be handled in the most expeditious manner. A properly prepared RMA will no longer be delayed by an RMA that has been improperly prepared.

When the process is not followed:

  • The RMA is inspected by the Receiving Department.
  • Either the RMA authorization / pack slip is missing or it does not match the items shipped, and/or is not filled out accurately or completely.
  • The RMA shipment is placed in the quarantine area. The discrepancies are noted on the receiving checklist and given to the Customer Service Department.
  • Customer Service emails the customer and resolves the discrepancy.
  • Either the paperwork is created, corrected or a new RMA is made.
  • Receiving matches the corrected paperwork to the return and forwards it to the Repair Department.
  • When this situation is encountered it can delay the processing of the return. This delay could be anywhere from several hours to several days, or even weeks depending on the discrepancy (e.g. could not contact the customer, or there was no identification on the package, etc.)

Return Merchandise Authorization Program Terms & Conditions

  1. If you have a product that needs to be returned to us, contact us for an RMA# (Return Merchandise Authorization number). Every product that is returned needs an RMA# in advance of return. Shortly after you contact us you will receive a written RMA confirmation via e-mail. This confirmation is provided for your records and a copy may be used as a packing slip. Credit will not be given if a product is returned without prior RMA authorization. Each item returned needs to be included in the RMA issued to you. Please do not send back ANY items not included on your original RMA. You will need to email us for a new RMA if you have additional items that you want to send back. When contacting us for an RMA be prepared to tell us the original invoice number that a product was purchased on (except warranty defective ballasts & lamps). Additionally, please advise us the reason for the return. Please clearly write the RMA # on the shipping label, not directly on the box.
  2. Shipments back to us — We have prepaid freight labels that have the Vancouver, Nashville, Ontario, Livermore or Pompano Beach address on them. Terms of use: These labels are only to be used if you have a defective product that you purchased from us, and it is currently under warranty. In addition, it must be a product that qualifies for return to us. In all other situations, you are responsible for the freight and shipment of a product back to us. Many products that we distribute need to be sent directly back to the manufacturer. See the included list of "The following Manufacturers require all RMAs go directly through them" above.
  3. Whenever possible ship products back to us in protective over wrap boxes. If you send something to us, please do not affix the freight sticker directly on the original product box. If an over wrap box is not available, please put a couple short strips of clear tape on the box and attach the shipping label to the tape. In this way the original product box will not be destroyed when we try to remove the shipping label. All products that are damaged in transit because of deficient packaging may not be eligible for warranty credit or repair.
  4. If you have a product that needs repair or replacement, we will turn the product around promptly. Please test all items and verify they are still in warranty before you return them. If we receive a unit and after thorough testing it is found to be fully functional, we will have to pass on a charge to you of $50.00 to cover the inbound and outbound freight. If you return a light system that is found to be out of warranty, Sunlight Supply will gladly fix it, but we will have to charge you inbound & outbound freight, parts and labor ($45.00 per hour).
    • If you are returning a product for credit (i.e. miss-ordered item), you will be responsible for paying the freight back to us. In addition, we will need to pass on a 25% manufacturer imposed restocking fee. The credit will be reduced by 25%. This restocking fee will be used to cover the original outbound freight (if applicable), administrative costs, labor, replacement packing, etc. The appropriate credit will be applied to your card (if valid), PayPal account, or we will send a check and in any case you will be emailed a receipt.
    • We are not able to offer credits or replacements on items that are outside of the manufacturers’ warranty. If you return one of the products that we sell (non-lighting products) and it is found to be out of warranty, we will contact you for resolution. When you return distributed items that are found to be defective and under warranty we will credit you.
    • Please allow up to 30 days of us receiving your returned goods and refund request for any credit to be issued.
  5. Warranty Information: Warranty on all items will be the manufacturer’s standard warranty. Please consult the manufacturer’s packaging or literature for specifics. Most manufacturers’ will require a receipt and many will also need the original packaging.
  6. If you are having difficulties with one of our other sold products, (i.e. missing parts, defective product, etc.) you can contact the manufacturer directly or email us. If you contact us, we will work with the manufacturer on your behalf when possible to get the problem resolved. In most cases, it will not make sense to bring the product all the way back to us. We will have the manufacturer send you a missing part, replacement product, return authorization, etc.

Refunds

When issuing a refund we will credit your original form of payment when possible. Note: If we are unable to refund a credit card, we will attempt to refund via PayPal. Money Order and Check payments will be refunded via PayPal. Refunds which come back unclaimed or are returned will be considered void or forfeit.