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This is our US catalog
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Haven't ordered from the internet before? Questions? We've got some answers to the most frequently asked questions.
How can I get in touch with you if I have a question? Email is the best way to reach us. We check email many times a day and respond very quickly to email enquiries. We operate our mail order facility out of our Toronto warehouse and there is not always someone to answer the telephones but we will get back to you as soon as possible.
How can I order? You can order secure on-line by pressing the order button by each item. That will take you to an order page. We are required to charge appropriate Canadian tax rates, so please check that part of the order form. If you are shipping a gift, be sure to click the "different address" button so you get the right form to fill in the recipient's address. If you make a mistake don't worry, email us and we'll correct it. (We do ship in about 24-48 hours on weekdays so if you do change your mind on an item, get right back to us so we have time to catch it before it goes out.) Sometimes people press the submit button several times. This just means we get your order in double or triplicate. We'll email you to confirm that you only want one of the items. Nothing is complete until you press the checkout button. We accept Visa or MasterCard. Your order is sent secure frontend and backend. You send it secure and we receive it secure. You will receive confirmation of your order by email. For more information on ordering securely on-line and for our privacy statement, please refer to our Privacy Page. We do not accept checks or purchase orders.
How long will it take to get my parcel? It takes 1-2 weeks to get an order after it is shipped, a little longer for remote areas. We process orders as quickly as we get them, usually within 24-48 hours. From here they go to the post office or Canpar distribution warehouse. We ship via Air Mail Post, Express Post or Canpar ground service depending on the item. Lately we have been using Canpar for most of our US orders. Canpar is a Canadian service and their parcels are delivered within the US by FedEx ground. This service is proving to be quite popular with our US customers. We understand that some US residents have different addresses for postal and other delivery services. If you are in this situation please be sure to let us know which address you are using or whether you prefer post or FedEx delivery. FedEx does not deliver to post office boxes and some rural locations. If FedEx does not deliver to your area your parcel will be shipped via post. In any event it is going to take longer to get items to the west coast from here in Toronto than to areas closer to us. If you're not home during the day, you can have your order shipped to your place of business. If you live in non continental USA please check delivery availabilility here.
Can you ship it faster? Over the years we have been asked this a lot but the truth is by the time we check the cost of overnight or two day service to the US, the cost is usually very high, usually more than the price of the item. For this reason we no longer offer any faster service to US addresses. Please accept our apologies for any inconvenience.
I want to send my parents in Washington a pair of pruners. Can you do that? That's easy. Tell us what you want and we'll ship it to them right away.
You're a Canadian company but you can charge me in US dollars? Yes. We have US merchant accounts which means that we charge you in US $ so that there is no confusion on currency exchange by credit card companies. Our US catalog is printed in US dollars.
I want to send my sister in Toronto a gift and I live in Boston. Can you do this and how much does it cost me? We are a Canadian company so shipping within Canada is extremely easy. We charge about $5. less per parcel to ship in Canada. Unfortunately we are required to charge Canadian taxes. Goods are taxed based on where they are being shipped. GST is 5% (of the total of goods and shipping) and applies to all of Canada except the Eastern Provinces where HST is 13%. Orders shipped within Ontario are also subject to the PST of 8% for a total 13% in Ontario too. We don't like it either but we have to follow the law. When we email confirmation we'll determine the correct taxes for gift orders to Canada and charge you accordingly. (As an aside if you were personally mailing a parcel to a friend in Canada he or she would still pay tax to the government (usually collected by the post office) based on the value of the item before they could take receipt of the parcel.)
Are your products always in stock? We do try to keep everything in stock. At certain times of the year some items sell faster than we can keep them in. For instance, in the spring seedling items are hot, in the summer weeding tools are popular and in the fall bulb planting tools sell quickly. It's always a challenge to anticipate the demand. We do our best. Sometimes suppliers let us down.With local suppliers we can usually restock pretty quickly but getting items from England will literally have to wait until the boat comes in. We'll let you know if the item is in stock or, if not, how long we expect it to be before it comes in. You can decide if you want to backorder or cancel the item. We never charge an additional shipping fee if an item can't be included in the original order. Backordered items are only billed to your account when they are shipped.
What happens if the item is defective? That's disappointing for everyone. We do strive to send out first quality merchandise but sometimes something defective slips through. Don't worry, though, it's our problem and we'll do everything we can to make it right for you. Check out our Gardenscape Guarantee. If you want a full refund, that's fine (shipping too). If you want a replacement we'll get it out as fast as possible. In any case, customer satisfaction is at the top of our priority list. Please read what some of our customers have written to us.
What happens if I don't like something? It happens and you shouldn't feel that you're stuck with an item you don't like. Our guarantee states that we will refund the cost of the item plus applicable taxes if you return it within 30 days in its original packaging. In fairness to us we don't refund shipping (stores don't refund your transit or parking time if you return an unwanted item) unless the item is defective. Please email us if you receive a defective item and we'll deal with it immediately.
Do you sell wholesale? No, we are a retail company.
I have a store, can I get a discount? No. We offer the best price we can to our retail customers. Because we don't manufacture or distribute any of the items we carry we don't have the margins to discount to other retailers. Retailers should be contacting wholesalers and distributors to make their purchasers. We never give out our source information. We spend a lot of time and money sourcing products that we feel our customers will appreciate. It's not fair to expect us to hand over our source information to our competitors.
Where is your store? We do not have a retail storefront. For 10 years we did have a store in Toronto but recently moved our warehouse and closed the physical store because we found that for most of our customers our store was a virtual store anyway. No matter what the weather here, someone is still gardening somewhere. We also hear from many rural customers who say that they love to shop from catalogs and the internet because they don't have the choice of products locally. After ten years we decided that we could run our business more efficiently with just the mail order component. As one of the first Canadian companies with an online store in 1998, we have the experience and background to do a great job with mail orders.
How do you choose the items you carry? We look for quality items, often brand names, made by reputable companies. We buy things that we like to use in our own gardens but we also value customer suggestions. We're open to suggestions. Please email us. We can't promise to carry an item but we'll consider it.
Where else can I buy your products? This seems to be an odd question but we do get asked it. We're an independent retailer and as such we're not associated with any other companies. In fact they're our competitors. Obviously other companies carry some of the tools that we do and others items that we don't. We can't possibly know who carries what items in other cities and countries and I suspect no one carries exactly the same group of products that we do. Prices do vary by company and we try to be competitively priced. When you shop from Gardenscape you have our guarantee that your satisfaction is our priority.
Do you carry plants? No. Plants require very specialized care and shipping and we leave that to the nursery experts. Check out our Plants Links page for some great plant sources.
Can you send your catalog to my mom/sister/dad/etc. so they'll stop borrowing mine? No problem. We're happy to send our catalog to new customers (and to help avoid family feuds!). Just fill in the Catalog Request Form for each person who needs a catalog to call their own.
How can I keep getting your printed catalog? Order at least once a year and you'll stay on our mailing list. We are happy to send our free catalog out to new customers so that they can see what we have. Let's face it you can't take a computer to the bath to browse over an on-line catalog. But that said, printing and mailing of catalogs is expensive and so we do regularly update our mailing list to ensure that current customers continue to get a new catalog. We do encourage people to check out our website because our latest tools usually make it to the web long before the printed catalogue hits the press. Whenever you order, we include a printed catalog with your order.
Privacy - Let's just keep this between us! In case you were wondering we don't sell our mailing list and the only thing we use it for is our own catalog mailing once or twice a year. We know that privacy is a big problem so we've put up our comprehensive company policy on our Privacy Statement page.
Do you ship to non-continental US? Due to the high cost of shipping, we now must quote individually on all non-continental US addresses such as HI, AK, and APO addresses. Tell us what you're interested in ordering and we'll let you know the cost of shipping. We cannot ship via FedEx so will quote on Post, both regular and Express. Please be aware that Express Service is quite expensive to these areas and that regular postal service can take quite a while for delivery.
Do you ship overseas?No, unfortunately we found it to be very expensive to ship beyond North America and have disconinued this service. We apologize for any inconvenience.
Gardenscape's Guarantee
At Gardenscape we stand behind the fine products that we sell. If we didn't use them ourselves and find them to be quality items, we simply wouldn't sell them. If you order an item and it's not what you envisioned you can return it by post within 30 days of purchase in its original condition & packaging for a full refund or credit (your choice) for the value of the item + applicable taxes. It you receive a defective item, please email us immediately.
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