Returns & Claims
No returns will be accepted without our advanced consent. All authorized returns carry a restocking fee of 50% to cover shipping and handling to customer’s location and call tag shipping for pick up and return to NewPro’s warehouse. Authorized returns must be received in the condition you received them and in the original box and packaging otherwise credit is subject to withholding. There is a 30 day limit on all returns from the date of the invoice. Unauthorized returns will be refused. Only stocked items are eligible for return. No returns on RockafillerTM products, ceramic planters, fiberglass planters, or oversized planters shipped via pallet.
Claims or Shortages
We thoroughly inspect all packages before shipping and great care is taken to ensure that all of our products are adequately packaged. Unfortunately, damages do occassionally occur during shipping. Before signing to accept your shipment, we encourage you to inspect all packages.
Please follow steps indicated below to ensure the carrier's liability in the event of a damaged shipment:
- Immediately count all boxes.
- Examine exterior for any visible damage.
- If you suspect damage has occurred, open cartons in the presence of the driver.
- If notable damage is found, indicate the nature and extent of damage on the bill of lading or freight bill if signing to accept, or you may refuse to accept any damaged package noting that the box is being refused due to damage.
Sometimes damages are not apparent and are not discovered until after the driver has already left. In the event that this occurs, please immediately contact NewPro at 800.869.9285 so that we may replace the damaged merchandise to you and file a claim with the carrier.
NewPro must be notified of all damage claims or shortages within 5 days upon receipt of the merchandise. Failure to notify us within this time frame may affect the ability to replace any products free of charge due to time constraints for filing damage claims with the carrier. You MUST keep all shipping boxes, packing material, and the damaged item(s) for the carrier to inspect before any reimbursement or credit will be given
Call us at 800.869.9285.
Email us at firstname.lastname@example.org.
Customer Service Hours
8AM - 5PM ET Mon - Thurs
8AM - 4PM ET Fri