Once you have placed your order, we will notify you via email with an order confirmation. You have 24 hours to make changes or cancel the order. For all custom orders, once this time frame is up, the order is in production and a final sale.

Every time there is an update for your order, you will receive an email. This includes and is not limited to:

• Confirmation
• Production - timelines
• Shipping - tracking, and shipping details
• Delivery
• Follow up

At any point, you can contact us with order questions. We are available 9 am-5 pm Monday to Friday Central Standard Time via chat and phone 888-715-8885. Email 24/7 via info@thegardengates.com

My Account

• How do I create an account?

You can create an account during the checkout process or go to My Account on the homepage. This is very useful in managing your order and checking in on the tracking, especially if you are ordering a large item.

• How do I edit my account information?

Sign in to your account and edit your information. If you have trouble, please let us know!

At any point, you can contact us with questions. We are available 9 am-5 pm Monday to Friday Central Standard Time via chat and phone 888-715-8885. Email 24/7 via info@thegardengates.com

Time is of the essence! You have 24 hours to make any changes to the order. We want to get your order started and shipped as soon as possible. Since a large portion of the items on the site are custom and or super heavy, we have adopted this policy as the standard. 

Please contact us with any and every question you might have before placing the order. We strive to get the order right the first time!

We are available 9 am-5 pm Monday to Friday Central Standard Time via chat and phone 888-715-8885. Email 24/7 via info@thegardengates.com

• How do I change quantities or cancel an item in my order?

All changes must be submitted in writing via email. This is key to communications with our warehouses. Email 24/7 via info@thegardengates.com

We are available 9 am-5 pm Monday to Friday Central Standard Time via chat and phone 888-715-8885. Email 24/7 via info@thegardengates.com

Before placing an order for a custom-made piece, feel free to reach out, and we can confirm the timeline of production and do our best to get ahead of any possible delays.

• Refunds on canceled orders.

Canceled orders or items will be credited at the time of cancellation. Using our 24-hour policy also helps with the refund process. In the event you cancel an order, your refund will be processed right away. The time it takes to post back to your account will be based on the policy of your financial institution. We will also email you a confirmation of your cancellation.

Returned items have to be received back by the manufacturer, in the original packaging, and undamaged, before a refund can be issued. The refund will be the amount of the order less the shipping and restocking fees.

Payment Methods - Privacy Policy

We only accept MasterCard, Visa, and American Express. 

We do not accept PayPal, Venmo, or Zelle.

• I have a question about my charges.

At any point, you can contact us with questions. We are available 9 am-5 pm Monday to Friday Central Standard Time via chat and phone 888-715-8885. Email 24/7 via info@thegardengates.com

• 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 info@thegardengates.com for a copy of your invoice or receipt.

• When will my credit appear on my account?

You will be credited once we receive the returned order and have properly inspected it. Canceled orders or items will be credited at the time of cancellation. Using our 24-hour policy also helps with the refund process. In the event you cancel an order, your refund will be processed right away. The time it takes to post back to your account will be based on the policy of your financial institution.

• When will my credit card be charged?

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

Your privacy is important to us. 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.

• Do I have to pay sales tax?

Order totals shown during checkout reflect estimated sales tax. Your credit card will be charged with 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 info@thegardengates.com

If you are purchasing 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.

• Do you sell Gift Cards?

Yes!! What a great gift for the gardener in your life!

Privacy Policy

Your privacy is important to us. 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.

Security:

Protecting our customers online is our top priority.

We are an authorized merchant with 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.

You can also read more in the General Terms & Conditions.

We only accept Visa, Master, and American Express.

• We will never ask you for your credit card information in an email.
• We will never ask you to pay via PayPal, Venmo, or Zelle.

The best practice for placing an order is through your computer. This ensures your information is not shared. We can guide you through this process. If needed, we can provide a secure link via email to complete your purchase. 

If you have encountered a fraudulent website, please report transactions to your credit card company right away. Additionally, you can submit a report to the FTC.gov at Federal Trade Commission Report - Help us keep online shopping a safe place.

Our headquarters are Pennsburg, PA and have a satellite location in New Orleans, LA.

• Best practice, check that the url on your browser is www.thegardengates.com
• Use the search bar at the top of the screen or use the drop-down menus for navigation.
• Go back to the main page by selecting our logo.
• Access the cart at the top right of your screen.
• Access your account at the top right of your screen.
• All the company information is located at the bottom of your screen. We are copy righted for the current year.
• Select any image to go to that product's collection.
• Newsletter and blog sign-up is at the bottom!

Sign up for our emails! Double check that your special code did not end up in the junk folder.

How do I use a coupon code?

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.

Yes, and we want to work with you! We are a group of designers and artisans who know the steps to a great, successful project. Please contact us to discuss your project and how we can help you make it fabulous!

The inventory status is listed on each product page. If you purchase a limited or backordered item you will receive an email update with the latest estimated delivery time as part of your order confirmation process.

All backorders will be kept open unless you have expressly indicated to cancel the backorder within our 24-hour window. 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 info@thegardengates.com

Backorders are processed after 24 hours of the placement of the order. It is rare, but in some cases, there is a delay in the production of one of the items. This is due to material availability, labor force, and supply chain issues. All of which are out of our control. We strive to keep items in our collections that have the shortest possible lead time. However, we are not perfect. We can and will keep you updated along the way through this process via email. We know that communicating with you is vital, and all news of your order status will be at your fingertips. 

Due to the methods and techniques used in the production of the custom made items, we can not cancel your order due to a delay in the production process. We work with skilled artists and artisans who have accounted for your item in their production process. 

Yes! We are happy to help with this process.

All fountains come with a pump and pump kit. Campania pumps have a one-year warranty for standard residential use.

Shop Fountain Pumps & Parts

All cast stone parts must be specially ordered and quoted. To start this process, please complete the:

Campania Part Requests Form.

Color Guide for Campania's Patinas

• What is California Proposition 65?

You will see that this is listed on the product pages, and you can download the details if needed. This is the link to the California Website containing all the details 

https://www.p65warnings.ca.gov/ 

WARNING: California Residents - Pro 65

• Do your items come with instructions?

Yes, most of our products come with instructions, and some even have awesome videos! Most you can access through the product page itself, but if you need us to send them to you, we can email them as well. You should receive a paper copy for the big and/or complicated items in your shipping box.

Standard shipping is free.

All smaller items, usually under 100 pounds, will ship via a small parcel carrier like UPS or FedEx ground. Depending on your location and time of year, the average shipping time is about a week. 

For the big stuff, please read our full shipping policy. The short version: if it has to go on a pallet, it is going to ship in a larger truck. We are only able to do free curbside delivery. These deliveries are by appointment, and we will need a good phone number from you.

Emails are sent to you as this process moves along!

We do not ship to a P.O. Box.

We ship directly from our warehouses to you. Once your order is processed we send it to our shipping and production facilities, they get it ready to go out the door to you.

As much as we would like to have your items for you the very next day, this is just not possible with the type of collections we carry. We strive to find special items, made to order and curated by artisans. This means that some products will have a production time, while some will be ready to ship.

Depending on the type of product ordered will determine the timeline for production and shipping. Some items ship within 24 hours, and some can take up to 8 weeks. Please see our shipping information for all the details. 

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 info@thegardengates.com for an update.

At any point, you can contact us with order questions. We are available 9 am-5 pm Monday to Friday Central Standard Time via chat and phone 888-715-8885. Email 24/7 via info@thegardengates.com

There will be tracking information in the email notification you receive when your order ships. Copy the tracking number and paste it into your browser to get the tracking info. If you cannot find this information, you can log in to your account and get the tracking information there.

• Multiple items from different warehouses will require separate tracking numbers. An email for each tracking will be sent to your email address.

LTL Shipments will have a PRO Number as the tracking number. We will provide you with a link to their websites for tracking and delivery details.

Almost all of our items are made in the USA! There are some that come in from various sources and are warehoused in the USA. All of our shipments to you will start from a United States warehouse or manufacturing facility.

Yes, we understand that you will need assistance with managing the heavier items and are happy to accommodate this request. 

• At the time of ordering, please add any notes for shipping timelines in the text box provided on the checkout page.
• Please note that delays in scheduling a delivery once it has already shipped will incur storage fees. Please refer to our shipping policies for more information.
• You can also contact us to make arrangements. At any point, you can contact us with order questions. We are available 9 am-5 pm Monday to Friday Central Standard Time via chat and phone 888-715-8885. Email 24/7 via info@thegardengates.com

We are so sorry, but due to the nature of these amazing items, we can not expedite an order.

We are so sorry, but due to the nature of these amazing items, we can not ship internationally.

When you have an order that ships LTL (Less than Truckload), the carrier will call you to schedule an appointment for your curbside delivery. In the event that you can not make an appointment with the shipping company, and your order goes into storage, you will be responsible for the storage fees.

Let's do our best by avoiding this issue altogether! Contact us before your order ships and let us know what your schedule is looking like around the estimated time of delivery. That way, we can hold off moving your order, keeping it safe with us at our warehouse(s), and shipping it when you are ready.

Communication is key here, and we are ready to assist!

At any point, you can contact us with order questions. We are available 9 am-5 pm Monday to Friday Central Standard Time via chat and phone 888-715-8885. Email 24/7 via info@thegardengates.com

Missing or Lost Delivery:

• Double-check the 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.
• 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.
• As the receiver of the order, all claims must be submitted by you. We can provide as much assistance as possible, but this is the policy of the carriers we use.

For orders that are confirmed delivered by the carrier and are missing, lost, or stolen, a claim must be filed with the carrier. Any refunds given will be based on the final determination of this claim. The Garden Gates will not be held responsible for lost, stolen, or missing orders. We will help you with the claims process and work to resolve the claim.

Email info@thegardengates.com immediately upon receipt of the incorrect product and include your order number as well as a picture of the faulty item. 

An item is missing from my shipment, or the 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.

Please contact us if any part is missing, and we will get it shipped out to you as soon as possible. We are available 9 am-5 pm Monday to Friday Central Standard Time via chat and phone 888-715-8885. Email 24/7 via info@thegardengates.com

At the time of delivery, please inspect your order:

For Large LTL Orders:

• Please note on the BOL (delivery ticket) PENDING INTERNAL INSPECTION. Please report any defects in the packing and take pictures.
• If your item is damaged in shipping, this information is vital in quickly processing and resolving your claim.

Claims against damaged items must be made within two business days. After two business days, claims will not be accepted and cannot be returned. 

**We will ask for pictures to be emailed to start the claim. We cannot submit any claim without photos of the damaged item and the shipping materials.

**For all standard ground shipping with UPS and FedEx, please submit images and details of the damage. Once the claim has been submitted, please email all the details to claims@thegardengates.com. Claims for all heavy items delivered by an LTL Carrier must start immediately. We are at the mercy of your images and delivery details; the more information we have, the faster we can resolve your claim. Please get in touch with us first and follow the instructions, as these carriers can have different policies for their resolution process. 

claims@thegardengates.com

Damaged Items: When you receive your order, inspect the outer package for any damages as soon as it arrives. If there are any damages upon opening your shipment, please take notes and pictures so that you can provide us with all pertinent details within 48 hours. When applicable, please note this with the delivery driver as well.

• Email the picture(s) that best represents the damage to your product and provide any helpful information in the description section.
• If the outside of the package was noticeably damaged, did you tell the delivery person when it arrived?
• Does the damage look related to shipping, or does it appear product-related?
• Does the entire item need to be replaced or just a part?
• Please let us know any details that will help us to serve you best.
• Send all pertinent information to claims@thegardengates.com

Once your report has been submitted, a customer service representative will begin processing your damage report and will contact you with further details.

The Garden Gates reserves the right to repair or replace damaged items at its sole discretion. Determination of what warrants a repair or a replacement is on a case-by-case basis. The Garden Gates' trained staff has the knowledge to decide how a damaged product will be repaired based on the extent of damage, item availability, and so forth. The Garden Gates can request pictures of the item, packaging, and other relevant images. Failure to provide adequate images or timely notification of damage may void any repair or replacement measures.