Frequently Asked Questions
Placing an Online Order Placing a Phone or Mail Order Placing a Bulk or Custom Order Shipping & Handling Tracking Returns Privacy & Security Canadian Customers

Placing an Online Order New Customers Thank you for becoming a new customer at TreeHelp.com. We appreciate your business and want to make sure your visit is as simple and pleasurable as possible. All you have to do is place the items you want in your shipping cart, and then proceed through the checkout. A customer account is automatically created for you during this process. Returning Customers Welcome back! When you placed your first order with us, you were assigned a password or you chose one yourself. Your e-mail address and your password can be used to log in to the site. Logging in allows you to access your account details and check out more quickly. If you don't know your password or have any difficulty logging in, please do not hesitate to contact us. Finding Items We have tried to make it easy to find products at TreeHelp.com. On every page, you will find a listing of available product categories on the lefthand side. A search function is also available that will help you locate a specific product you may be looking for. If you still can't find what you want, give us a call toll-free at 1-877-356-7333 and we'll be more than happy to assist you. Adding Items to Your Cart Once you have found an item that you would like to purchase, click on the "Add to Cart" button associated with the item. To the left of this button, you will see a quantity box. If you would like to order more than of that item, type the number you wish to purchase before clicking the button. You can adjust this quantity later and you can always remove items you have added to your cart. Continue shopping by clicking the "Continue Shopping" button or the "Back" button in your browser. You can check the contents of your cart anytime by clicking "Your Shopping Cart" in the top-right corner of every page. Checking Out After you have added all of the items you wish to purchase to your shopping cart, it's time to check out. 1. Click the "Check Out" button. 2. Follow the appropriate directions on each checkout page.

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Placing a Phone or Mail Order Toll-Free Phone Orders You can place phone orders in two ways. If you use the online shopping cart, you can select "Pay by Phone" as your payment option and provide only your credit card information by phone. Alternatively, you can place your entire order by phone. We currently accept Visa, Mastercard, American Express and Discover. 1-877-356-7333 Hours: 10am - 6pm E.S.T., Monday to Saturday Mail Orders You can place mail orders in two ways. If you use the online shopping cart, you can select "Pay by Cheque" as your payment option. Instructions will be provided for mailing in your payment. Alternatively, you can place put together a manual order by adding up the items you would like and applying the flat $6.95 per order shipping rate and taxes (NY State and Canada only) Please ensure you include full contact information (phone number and e-mail address, if available), your shipping address and sufficient postage. We currently accept business and personal cheques, international money orders and Visa, Mastercard, American Express and Discover.

Placing a Bulk or Custom Order If you are looking for bulk pricing on our products, we would be happy to provide a custom quotation. Please send us an e-mail at shopping@treehelp.com with your requirements.

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Shipping & Handling Charges United States We have a standard shipping fee of $6.95 per order regardless of the amount or variety of items. Orders are shipped via UPS Ground or USPS Priority Mail from Buffalo, NY and generally ship within 2 business days after an order is placed. Orders typically take about 1-2 business days from time of shipping to the east coast, 3-4 business days to the Midwest, and 5-6 business days to the west coast. Canada We have a standard shipping fee of US$6.95 per order regardless of the amount or variety of items. (The exact CAD amount will depend on the prevailing store exchange rate.) Orders are shipped via Canada Post from Toronto, ON. Orders are generally shipped out the same day,or next business day. Orders typically take less than a week to major centres and less than two weeks to outlying areas. Special note regarding tree seeds: Seeds are hand-selected in our Buffalo, NY seed bank and then consolidated in our Toronto warehouse. From there, orders are sent by First Class mail to their final destination. As a result, please allow at least an extra 1-2 weeks for delivery of seeds in Canada. Custom Shipping Quotes Need your items faster? Need to ship to a few different destinations? Shipping Internationally? We're more than happy to help. Just send us an e-mail at shopping@treehelp.com or call us toll-free at 1-877-356-7333 and we will put together a custom shipping quote for you.

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How To Return Products We are very confident that you will be satisfied with your purchase. If you are not entirely happy with your order, however, our return policy is simple. Product may be returned within 30 days. Please return product in its original condition and in its original packaging to the address below to receive a full refund of the product cost. The shipping fee is non-refundable. *Please note: Due to their perishable nature, all seed sales are final. Before Returning Product Before returning any product, please contact customer service first by e-mail or by toll-free phone (1-877-356-7333). We may be able to solve the propblem through other means, or arrange to have a replacement sent to you. Returning Product When returning product, please be sure to include the order number (or a copy of the receipt), your contact information, and the reason for the return. Returns can be sent to the addresses below: U.S. Returns TreeHelp.com Attn: Returns 701 Seneca Street, Unit 445 Buffalo, NY 14210 U.S.A. Canadian Returns TreeHelp.com Attn: Returns 647 The Queensway Toronto, ON M8Y 1K6 Canada

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Your Privacy and Security We know you are concerned with the security of your personal information - we are too. We use SSL (encryption) technology to ensure that your personal information is kept safe and secure during the order process. If you have any questions at all about security on our website or if you would like to place your order by telephone instead, please call us toll-free at 1-877-356-7333 (10am to 6:00pm Monday to Saturday). Any personal information that you may share with us is kept absolutely private and used only for direct communication from TreeHelp.com. Neither your name nor anything about you is sold, rented, or traded to any outside company or agency. Several of our services involve cookies - including the shopping cart and the account management features. These cookies are for your convenience and to help us to determine traffic patterns through our website. For more information, read our full privacy policy. TreeHelp Ltd. is a proud member of the Better Business Bureau and participates in the BBBOnline Reliability Program. Click on the the image to the left to find out more about what this program signifies.

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Canadian Customers We warmly welcome Canadian customers. All prices on the website are listed in US dollars. If you log in with a Canadian billing address, Canadian prices will also be displayed. Your credit card will be billed in Canadian dollars. The current store exchange rate is: US$1 = CA$1.10. Many of our products are also available in our Toronto location, The Urban Nature Store.

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Do you have any questions that weren't answered here? Please contact us.