What's the process if we receive a damaged planter box or bench?

First things first, please don’t panic. I know how much you were looking forward to welcoming your new planter box or bench into your home or garden. If I arrived a little worse for wear—maybe with a crack, a dent, or a chipped corner—I promise, it’s not the end of our friendship. Here’s exactly what happens next, and I’ll hold your hand through every step.

Step 1: The Initial Hello and Inspection

When you first unbox me, take a gentle look. I know it’s exciting, but spend just a moment checking all sides. If you spot any damage, snap a clear photo or two of the affected area. Please also capture the shipping box—those bruises on my cardboard companion can tell a story.

Step 2: Let’s Talk – Reach Out to My Human Team

Once you have those photos, drop a friendly email or message to our customer support. Tell them what you see, and attach the images. I promise, my team is trained to listen with empathy, not judgment. They know that sometimes, even with the best packing, travel can be rough.

Step 3: Your Case Gets Personal Attention

Within 24 hours, a dedicated person will reply. They won’t just send a generic template. Instead, they’ll ask a few gentle questions to confirm the details. They might request a photo of the shipping label or manufacturing batch number—think of it as our way of understanding the journey.

Step 4: A Swift, Generous Resolution

Here’s the part I love most: My team almost always offers one of two things. They’ll either send a full replacement at no cost to you (we’ll handle return shipping for the old me if needed), or they’ll offer a significant partial refund if the damage is purely cosmetic and you’d like to keep me as a unique piece. There are no hidden fees or long waits—just a clear choice tailored to you.

Step 5: The New Journey Begins

If you choose a replacement, a brand-new me will be carefully packed and shipped out, often within 2-3 business days. And for the damaged me? We’ll arrange a simple pickup from your doorstep, or let you dispose of me locally if that’s easier. You won’t be left with any heavy lifting or paperwork.

Through it all, please know: Your happiness is my purpose. A damaged box or bench is simply a hiccup in our story, not the ending. I’m here to become your garden’s treasured companion, and together with my human team, we’ll make sure that happens.