Crafted with Care, Returned with Ease. Your satisfaction is the ecosystem in which our creations thrive.

Our Philosophy on Returns

At NCYP Garden Store, we approach every detail with intention—from the placement of a Natural Driftwood in a terrarium to the packaging of a delicate Glass Cloche. We understand that sometimes, a piece may not align perfectly with your vision. Our Returns & Exchanges policy is designed with the same mindfulness, offering you a clear and compassionate path to ensure your miniature sanctuary is exactly as you imagined.

This policy reflects our commitment to our global community of mindful creators, decor enthusiasts, and wedding planners, who seek beauty, quality, and harmony in their botanical pieces.

General Policy Overview

  • Return & Exchange Window: You have 15 days from the date you receive your item to initiate a return or exchange.
  • Condition: Items must be returned in their original, unused, and resalable condition, with all original packaging, tags, and accessories intact.
  • Process: All returns and exchanges must be initiated by first contacting our customer care team for authorization.
Please Note: Due to the delicate, custom, or perishable nature of certain items, the following products are final sale and cannot be returned or exchanged:
  • Preserved Plants: These are specially treated botanical elements whose condition cannot be guaranteed once they leave our care.
  • Wedding Terrariums (including Black, Gold, Silver, Pink, and standard Wedding Terrariums): These are often customized or assembled for specific celebrations and are considered final sale.
  • Any Personalized or Made-to-Order items.
  • Items damaged due to customer mishandling or improper care after delivery.

Step-by-Step Return & Exchange Process

Step 1: Initiate Your Request (Within 15 Days of Receipt)

Please email our dedicated care team at [email protected] with the subject line “Return/Exchange Request”. To help us serve you swiftly, use the template provided below.

Step 2: Receive Authorization & Instructions

Within 2 business days, we will respond with:

  • A Return Merchandise Authorization (RMA) number.
  • Detailed return shipping instructions and the address of our fulfillment center in Fresno, US.
  • Guidance on how to safely pack your item(s), especially critical for fragile pieces like Geometric Terrariums or Brass and Glass Frames.

Step 3: Ship Your Return

Securely package the item(s) using the original packaging if possible. Include the RMA number clearly on the outside of the box. You are responsible for the return shipping costs unless the return is due to our error (e.g., wrong item shipped, defective item). We recommend using a trackable and insured shipping service.

Step 4: Our Inspection & Completion

Once we receive and inspect your return (typically within 5 business days of receipt), we will notify you via email about the status of your refund or exchange.

  • For Exchanges: We will ship the replacement item to you. Standard or free shipping (as per your original order) will apply.
  • For Refunds: Please see the section below.

Refund Timeline & Method

Upon approval of your return:

  • Timing: Refunds will be processed within 7-10 business days after we approve the return.
  • Method: The refund will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
  • Amount: You will be refunded the full price of the returned item(s). Original shipping fees are non-refundable. If you used Free Shipping (EMS) on an order over $50, a deduction equivalent to our standard shipping cost ($12.95) may be applied from your refund to cover the initial outbound shipping expense.

Depending on your bank or PayPal account, it may take an additional 3-5 business days for the refund to appear on your statement.

Return/Exchange Request Email Template

To ensure we have all necessary information, please copy and paste the template below into your email to [email protected].

Subject: Return/Exchange Request Dear NCYP Garden Store Team, I would like to request a return/exchange for my recent order. Order Number: [Please insert your order number] Date of Order Receipt: [MM/DD/YYYY] Item(s) for Return/Exchange: – [Product Name, e.g., Open Geometric Terrarium – Large] – [Product Name, e.g., LED Grow Light Set] Reason for Return/Exchange: [e.g., Size exchange, change of mind, item arrived damaged (please describe)] Preferred Resolution: [ ] Refund to original payment method [ ] Exchange for: [Please specify desired product, if known] I have read and understand the Returns & Exchanges policy. My Full Name: Shipping Address on File: Best Contact Phone Number: Thank you for your assistance. Sincerely, [Your Name]

Need Further Guidance?

Our customer care team is here to help you navigate this process, just as we’re here to help you build your perfect terrarium. For any questions, please reach out.

Email: [email protected]
Store Address: NCYP Garden Store, 2435 Chicago Avenue, Fresno, US 93721

With green regards,
The Team at NCYP Garden Store