FAQs

PRIZES & PROMOTIONS

COMMENTS & QUESTIONS

GARDEN CENTER GUARANTEE

WARRANTIES & REPAIRS

PRICING POLICIES

SHIPPING

PAYMENT METHODS

PLACING AN ORDER

MY ACCOUNT

PRIZES & PROMOTIONS

What are Theisens.com Promotion Exclusions?

Theisens.com Promotion Exclusions can be found here

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COMMENTS & QUESTIONS

If I have a question about a product, and I can't find an answer on the site who do I contact?

You can use the "Contact Us" link at the top of any page, or you can contact the Internet Customer Support Department at 1-866-245-6850 for information.

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How do I share comments that I have about an item or would like to contact the corporate office?

Simply visit the Contact Us page, and select one of the options in the drop down menu based on your question . There will be a text box below which will allow you to send your comment to the Customer Support Department.

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GARDEN CENTER GUARANTEE

What is the Garden Center Guarantee?

Theisen's is proud of its quality product and stands behind its plant material. We guarantee select nursery stock: trees, shrubs, evergreens, fruit trees, vines, perennials and roses for 1 full year from date of purchase. Simply return the product with the original receipt for a refund of the full purchase price. Product without the original receipt, nursery stock left in the original container and annuals are not guaranteed.

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WARRANTIES & REPAIRS

Where can I get an item repaired that I purchased from Theisens.com?

You would have to take the item to a certified repair center. Theisens.com does not have certified repair centers, but we can give you the customer service number for the company that makes the product and they can tell you where the nearest certified repair center is to you.

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Where do I find a replacement part for an item if I need one?

Generally, replacement parts can be ordered for items by special order. Contact the Internet Customer Suppport Department at 1-866-245-6850 for more information.

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How do I claim the warranty on my merchandise?

All warranties are with the manufacturer. The first step in protecting your warranty would be filling out and sending in any warranty registration cards that come with your merchandise. Should any warranty issues arise with your merchandise, please contact the manufacturer of the product for further assistance.

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Where would I find the warranty information for merchandise?

Any warranty information is included in the product packaging.

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PRICING POLICIES

Why would a price for an item on Theisens.com be different from the price for that same item in Theisen's stores?

The prices for items on Theisens.com are unique to the Theisen’s website and vise versa.

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SHIPPING

How do I calculate my shipping charges?

For items that ship via UPS and USPS refer to the shipping calculator in the shopping cart for an estimate.

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What shipping carriers do you offer?

We offer UPS, USPS and MBM Logistics (common carrier).

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Do you ship outside of the United States?

No. Currently we only ship in the contiguous United States.

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How soon will my package ship?

In most cases orders shipping to you that are placed before 12 PM Central will be processed that day and typically shipped out within two business days. Items ordered after 12 PM Central will be processed the following day and typically shipped out within two business days. Please note that this is a general guideline and shipping can take longer depending on the circumstances.Note: Orders will not be processed on Holidays or weekends.

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How do I know if my order has shipped?

You will receive an email confirmation when your order has been shipped which includes tracking information.

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If I have an item shipped by common carrier freight is the driver responsible for unloading the merchandise?

No, common carrier freight companies do not require their drivers to unload shipments. An additional lift gate charge will apply if the driver unloads the merchandise. The carrier will call and schedule the delivery for a time when you have unloading help on hand.

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Do I get charged twice for shipping if some of my items are backordered and get shipped at a later date?

No. You won't be charged twice. In this case the shipping amounts for each item will be predetermined so you pay all of the shipping up front.

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PAYMENT METHODS

What payment methods does Theisens.com accept?

Theisens.com currently accepts American Express, Discover, Mastercard and Visa. Theisen's gift cards cannot currently be accepted online, but we are working on this soon!

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When will my credit card be charged for my purchase?

Your card will typically be charged when your order has been shipped. If you are purchasing a special order item however, we reserve the right to charge your card at the time of purchase.

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Can I use my Theisens gift card to make purchases on line?

Theisen's gift cards cannot currently be accepted online, but we are working on this soon!

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PLACING AN ORDER

How long will it take to receive my order?

In most cases orders shipping to you that are placed before 12 PM CST will be processed that day and typically shipped out within two business days. Items ordered after 12 PM CST will be processed the following day and typically shipped out within two business days. Please note that this is a general guideline and processing can take longer depending on the circumstances. The shipping option you select will determine the length of shipping time from there. You will receive an email when your order ships which includes tracking information.

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How can I check the status of my order?

After logging into your account, click "My Account" at the top of any screen, then choose "My Order History". Or feel free to call the Internet Customer Support Department at 1-866-245-6850.

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How will I know when backordered items are in stock and being shipped to me?

An email will be generated and sent to inform you when those items have shipped.

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How do I cancel or change an order?

To cancel or change an order you will have to contact the Internet Customer Support Department at 1-866-245-6850. Please note we may not be able to cancel or change your order depending on where it is within the fulfilment process.

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What should I do if the product I ordered is damaged, defective or missing parts upon delivery?

If the packaging looks like it was damaged in shipping the shipping carrier needs to be contacted and a dispute with them will have to be opened. Otherwise, contact the Internet Customer Support Department at 1-866-245-6850.

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How do I know if my order has shipped?

You will receive an email confirmation when your order has been shipped which includes tracking information.

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Can I buy the item online and pick it up at the store?

On many of our items, yes. You will be offered that option during checkout if it is available.

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MY ACCOUNT

How do I change my email address or other personal information?

To change your information log into your customer account. To do this click on the "Login" link at the top of any page on the site. When logging in use your current customer login email address and password. Once you log in click on "My Account" at the top, then choose "Manage My Account."

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How do I close, deactivate or delete my account?

Contact the Internet Customer Support Department at 1-866-245-6850, or email your request to us from the Contact Us page.

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