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Frequently Asked Questions
What does shipping cover?
What is your Guarantee policy?
What is your return and exchange policy?
How long will it take for you to ship my product?
When can I expect my product?
Will you provide me with a tracking number?
Is your online ordering system secure?
What if my product arrives damaged?
How difficult will my product be to assemble?
I only received one box, and it was labeled "Box 2 of 2". What should I do?
How heavy will the boxes be?
More questions?
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What does shipping cover?
The shipping price and discount cover all shipping to the continental US. For freight rates outside this zone, or for overnight charges, please call 866.325.1065 or email info@newenglandarbors.com.
What is your Guarantee policy?
Our products come with a 20 year warranty that covers any defects in materials and workmanship. Click here to see the warranty card.
What is your return and exchange policy?
Our 30 Day Unconditional Money-Back Guarantee means that if for any reason (or no reason) you're not absolutely delighted with your purchase from us, you may return the product in its original condition and receive a prompt and courteous full refund (less shipping charges both ways), no questions asked. Orders cancelled while shipment is in transit will be subject to shipping charges.
1. Call a customer service representative at 1.866.325.1065 to inform us of your return.
2. Ship the product to 1915 Dove St, Port Huron MI 48060.
3. For returns, upon receipt of the product, we will refund your credit card less shipping charges. For exchanges, upon receipt of the product we will ship out your new product. Your account will be refunded the difference, if any, less shipping charges. Please note that it can take a few days for the refund to reflect on your credit card. If there is an additional charge, we will charge your credit card accordingly.
How long will it take for you to ship my product?
We are usually able to ship product within 24 business hours.
When can I expect my product?
Once the product has shipped, UPS transit times vary between 1-5 days.
Will you provide me with a tracking number?
Once your order is shipped, you will be emailed a tracking number so you can monitor the progress of your shipment.
Is your online ordering system secure?
We use the most current technology to guarantee that your order will be processed as securely as possible.
What if my product arrives damaged?
If your product arrives seriously damaged, please refuse shipment from UPS and call our customer service department. We will immediately ship another package out to you. If you sign for your product and find damaged or missing components, we will replace them immediately. Please note that once a package has been signed for, we do not reship out entire boxes, but will replace parts.
How difficult will my product be to assemble?
Assembly time depends on the arbor and the person assembling. All arbors come with detailed instructions and technical support to help assemble. To see assembly videos for some of the arbors, click here.
I only received one box, and it was labeled "Box 2 of 2". What should I do?
Although UPS usually keeps the packages together, occasionally the boxes will get separated. Most of the time the box will be delivered the next day, but just to make sure, track the packages using the tracking number that was emailed to you. If you need any assistance or have any concerns, contact our customer service department.
How heavy will the boxes be?
The boxes vary in weight. Some of the boxes for the larger arbors are over 40lbs. In our experiences with UPS, the drivers are usually very helpful with package handling. |
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