14 USA Based Shipping Centers

• Will Calls not possible due to security and insurance.
• Estimated Shipping Times
• Horticulture Source uses five primary shipping centers: 1) Two in Vancouver, Washington, 2) Ontario, California, 3) Livermore, California, 4) Nashville, Tennessee, and 5) Pompano, Florida.
• Horticulture Source uses backup shipping centers in 6) Portland, Oregon & 14) Seattle, Washington.
• Horticulture Source uses six shipping centers for specific items: Greenhouses ship from 7) Grants Pass, Oregon; Hand tools from 8) Tigard, Oregon; Composting items from 9) Redmond, Washington; CAP items from 10) Riverside, California; 12) DRiWATER items from Santa Rosa, California; CO2 Boost items from 13) Landenberg, Pennsylvania
• Some orders or a part of your order may come directly from the manufacturer(s).

Primary, Backup and Item Specific Shipping Centers

		WASHINGTON 11) Vancouver, WA 9) Redmond, WA 14) Seattle, WA
		SOUTHERN CALIFORNIA Ontario, CA 10) Riverside, CA
		NORTHERN CALIFORNIA Livermore, CA 12) Santa Rosa, CA
		TENNESSEE Nashville, TN
		FLORIDA Pompano Beach, FL
		OREGON 6) Portland, OR 7) Grants Pass, OR 8) Tigard, OR
		PENNSYLVANIA 13) Landenberg, PA

Shipment Packaging

Shipping confirmation

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 will be used per order (estimated shipping times).
• 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.

Expedited Shipping

LTL Shipments

Post Office Boxes / PO Boxes

Order Additions

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 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/call 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

Warranty

Quantities

Freight Damage and Shortages

Returns

• Returnable item returns accepted within 30 days from the invoice date.
• Shipping errors/damage will be replaced free of charge if we are contacted within 7 days of shipment receipt.
• All returns must be received in new, unopened, saleable condition.
• Shipping is not refundable under any circumstance.
• There is a 15% to 30% manufacturer imposed restock charge.
• You will be credited on receipt and inspection of the return.
• Special order items, 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. Please write the return authorization number on the return label and include our order number inside.

Cancellations, Refused Shipments & Delivery Failures

• Special Order items are not cancelable, exchangeable, refundable or returnable.
• 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 and shipments which come back due to failed delivery attempts (regardless of reason including invalid address).

Returned Merchandise Authorization (RMA)

• 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 $45 / 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.
• Distributed products should never be returned without prior approval.
• Return products for credit are subject to a minimum 15% restocking fee. If the item is not in like new condition the restocking fee is 30%. 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.

Lamp Returns

Meters and Probe Returns

The following Manufacturers require all RMAs go directly through them:

• 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.

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/calls 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/call 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 15% manufacturer imposed restocking fee. The credit will be reduced by 15%. 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.