F.A.Q.'s – The Garden Gates
Top Customer Questions

How do I return or exchange an item i bought online?
What's the status of my order?
Can I track the shipment of my order?
Can I change or cancel my order?
How do I enter a promo code for an online purchase?

Order Status
Expand Has my order shipped?
You will receive an email notification when your order ships. If you cannot find your email, go to the My Account link at the top right hand side of our site and log in to check your order status. If you checked out as a guest, you can email orders@thegardengates.com for an update.

Expand How do I change quantities or cancel an item in my order?
Go to My Account link at the top right hand side of our site and log in to view orders you have placed. Then click the “Change quantities/cancel orders” link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer available to edit. If you checked out as a guest, please email orders@thegardengates.com or call 1-877-780-6699 immediately.

Expand How do I track my order?
There will be tracking information in the email notification you receive when your order ships. Simply copy the tracking number and paste it into your browser to get the tracking info. If you cannot find this information, you can log into your account and get the tracking information there.

Expand My order never arrived.
Double check your tracking number to see when the expected delivery date is or if your order has been delivered. If it has been delivered and you cannot find it, there are usually notes in the tracking as to where the package was left outside your home. Also, check with neighbors in case the package went to the wrong house. If you still cannot find your package, please call the delivery company and have your tracking number ready for reference.
FedEx: 1-800-463-3339
UPS: 1-800-742-5877
R & L Carriers: 1-800-543-5589

Expand An item is missing from my shipment or product is missing parts.
For convenience, some orders with multiple items will ship separately. Review your email notification and tracking to see which items shipped and if there are still some on their way. If a part of your order is missing, please email orders@thegardengates.com or call 1-877-780-6699.

Expand When will my backorder arrive?
All backorders will be kept open unless you have expressly indicated to cancel the backorder. Backorders experience various wait times, and we will do our best to keep you updated on the status of your backorder. Please note that these dates are subject to change. For status updates or to cancel, please email orders@thegardengates.com or call 1-877-780-6699.

My Account
Expand How do I create an account?
You can create an account during the checkout process, or go to My Account on the homepage.

Expand How do I edit my account information?
Sign into your account and edit your information.

Expand How much is my shipping?
Add the item(s) in question to your cart and use the shipping calculator on the cart page by entering your zip code.

Expand I forgot my password.
Go to the sign in page for My Account, and click the Forgot My Password link.

Expand How do I return or exchange my product?
Items can only be returned or exchanged if they are unused and in their original packaging. Be sure to include your packing slip or your order and customer information as well as exchange information if necessary. You will be credited for your return once we have received and inspected the item(s). Send returns and exchanges to,

The Garden Gates Returns
4304 Firestone Road,
Elmwood, LA 70121

Expand I received the wrong product.
Email orders@thegardengates.com immediately upon receipt of incorrect product and include your order number as well as a picture of the incorrect item. We will send you a return label to ship the incorrect product back and get the corrected order out to you.

Expand What is your return policy?
See Return Policy page for details.

Expand When will my order ship?
Ship time for all products is explained in Our Family of Brands.

Pricing and Billing
Expand Do I have to pay sales tax?
Order totals shown during checkout reflect estimated sales tax. Your credit card will be charged will all applicable taxes at the time of shipment and will appear on your invoice. We charge taxes based on state and local tax laws and rates. Taxes depend on the delivery address and warehouse location. Where required, taxes are applied to shipping and handling charges.
If you return an item, your refund will include taxes paid on the item but not taxes paid on shipping and handling. If you have any questions, please email orders@thegardengates.com or call 1-877-780-6699.
If you are making a purchase as a tax-exempt organization or individual, please contact us. Have the necessary paperwork ready to send in so that we can verify this status before approving the purchase.

Expand I have a question on my charges.
Please send any questions to orders@thegardengates.com.

Expand I need a copy of my receipt/invoice.
You will receive an email confirmation at the time of your order. We recommend that you save and print this for your records. If you cannot find your email confirmation, please email orders@thegardengates.com for a copy of your invoice or receipt.

Expand When will my credit appear on my account?
For returns, you will be credited once we receive the returned order and have properly inspected it. Cancelled orders or items will be credited at the time of cancellation.

Expand When will my credit card be charged?
For all orders, your credit card will be charged at the time of purchase.

Guarantees International Shipping
Expand Low Price Guarantee
We provide the highest quality service at the most reasonable price online for an unmatched customer service and online shopping experience.

Expand Privacy Policy
We do not sell any customer information when you purchase from us. Rest assured that all the information in your customer account and order is safe and not used outside of The Garden Gates for any purpose.

Expand Security
Protecting our customers online is our top priority. We are an authorized merchant by Authorize.net and GeoTrust. Your credit card information is never stored after it is used, and our site is protected against outside parties throughout the entire checkout process.

Buyer's Guide
Expand How do I buy/redeem a gift certificate?
Purchase a gift card online just like you would purchase any other product. There will be an option to select gift card amount, and the gift card will be sent to the shipping address indicated. Gift cards can be used upon checkout. Simply enter the gift card serial number in the appropriate space at checkout. Make sure to keep a balance on your gift card for future purchases.

Expand How do I find my product and navigate the site?
Use the search bar at the top of the screen or use the drop down menus for navigation.

Expand How do I use a coupon?
Coupon codes are issued and available to use at different times throughout the year. Enter your coupon code at checkout and hit Apply to make sure your code is still current.

International Shipping
Expand Do you ship to my country?
Before placing your international order, please email orders@thegardengates.com or call 1-877-780-6699 to find out if we can ship to your country.

Expand What are my payment choices?
We accept all major credit cards.

Expand When will my order ship and what are my shipping charges?
Ship time and charges will be based on destination country. You will be contacted with this information before you are charged and before your order goes out.

Expand What is the return policy?
All international orders are not eligible for return.