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This is our Canadian catalogue.
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Back to Canadian Shopping Page |
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Haven't ordered from the internet before? Questions? We've got some answers to the most frequently asked questions.
How can I get in touch with you if I have a question? Email is the best way to reach us. We check email many times a day and respond very quickly to email enquiries. We operate our mail order facility out of our Toronto warehouse and there is not always someone to answer the telephones but we will get back to you as soon as possible.
How can I order? You can order secure on-line by pressing the order button by each item. That will take you to an order page. We are required to charge appropriate Canadian tax rates, so please check that part of the order form. If you are shipping a gift, be sure to click the "different address" button so you get the right form to fill in the recipient's address. If you make a mistake don't worry, email us and we'll correct it. (We do ship in about 24-48 hours on weekdays so if you do change your mind on an item, get right back to us so we have time to catch it before it goes out.) Sometimes people press the submit button several times. This just means we get your order in double or triplicate. We'll email you to confirm that you only want one of the items. Nothing is complete until you press the checkout button. We accept Visa or MasterCard. Your order is sent secure frontend and backend. You send it secure and we receive it secure. You will receive confirmation of your order by email. For more information on ordering securely on-line and for our privacy statement, please refer to our Privacy Page. We do not accept cheques.
How long will it take to get my parcel? It takes 1-2 weeks to get an order. In Toronto most often it's a day or two. We process orders as quickly as we get them, usually within 24-48 hours. From here they go to the post office. Obviously it is going to take longer to get items to the west coast from here in Toronto than to areas closer to us. If you're not home during the day, you can have your order shipped to your place of business. If the order is a rush gift we will try our best to meet your deadline but please give us as much notice as possible.
Can you ship it faster?Yes, within Canada, we can ship Express Post or Canpar (no PO boxes) if you are in a hurry. Please email and we'll let you know how much more that will cost.
I want to send my parents in BC a pair of pruners. Can you do that? That's easy. Tell us what you want, be sure to indicate the separate shipping address and we'll send it right out to them.
I want to send a gift to my sister in Washington and I live in Calgary. Can you do that? Yes, just press the Gift to US when asked for delivery instructions. There is a $10. extra charge to cover the cost of shipping to the US. Note this service is just for items sent from Canada to the US as gifts. If you live in the US read below.
I live in the US, can I still order?Yes, it's easier than ever to order from us now. Go to our US website www.gardenscapetools.com to place your order. You will be charged in US dollars and the service is fast and efficient.
Are your products always in stock? We do try to keep everything in stock. At certain times of the year some items sell faster than we can keep them in. For instance, in the spring seedling items are hot, in the summer weeding tools are popular and in the fall bulb planting tools sell quickly. It's always a challenge to anticipate the demand. We do our best. Sometimes suppliers let us down.With local suppliers we can usually restock pretty quickly but getting items from England will literally have to wait until the boat comes in. We'll let you know if the item is in stock or, if not, how long we expect it to be before it comes in. You can decide if you want to backorder or cancel the item. We never charge an additional shipping fee if an item can't be included in the original order. Backordered items are only billed to your account when they are shipped.
What happens if the item is defective? That's disappointing for everyone. We do strive to send out first quality merchandise but sometimes something defective slips through. Don't worry, though, it's our problem and we'll do everything we can to make it right for you. Check out our Gardenscape Guarantee. If you want a full refund, that's fine (shipping too). If you want a replacement we'll get it out as fast as possible. In any case, customer satisfaction is at the top of our priority list. Please read what some of our customers have written to us.
What happens if I don't like something? It happens and you shouldn't feel that you're stuck with an item you don't like. Our guarantee states that we will refund the cost of the item plus applicable taxes if you return it within 30 days in its original packaging. In fairness to us we don't refund shipping (stores don't refund your transit or parking time if you return an unwanted item) unless the item is defective. Please call us if you receive a defective item and we'll deal with it immediately.
Do you sell wholesale ? No, we are a retail company.
I have a store, can I get a discount? No. We offer the best price we can to our retail customers. Because we don't manufacture or distribute any of the items we carry we don't have the margins to discount to other retailers. Retailers should be contacting wholesalers and distributors to make their purchasers. We never give out our source information. We spend a lot of time and money sourcing products that we feel our customers will appreciate. It's not fair to expect us to hand over our source information to our competitors.
Where is your store? We do not have a retail storefront. For 10 years we did have a storefront in Toronto but recently moved our warehouse and closed the physical store because we found that for most of our customers our store was a virtual store anyway. No matter what the weather here, someone is still gardening somewhere. We also hear from many rural customers who say that they love to shop from catalogues and the internet because they don't have the choice of products locally. After ten years we decided that we could run our business more efficiently with just the mail order component. As one of the first Canadian companies with an online store in 1998, we have the experience and background to do a great job with mail orders.
How do you choose the items you carry? We look for quality items, often brand names, made by reputable companies. We buy things that we like to use in our own gardens but we also value customer suggestions. We're open to suggestions. Please email us. We can't promise to carry an item but we'll consider it.
Where else can I buy your products? This seems to be an odd question but we do get asked it. We're an independent retailer and as such we're not associated with any other companies. In fact they're our competitors. Obviously other companies carry some of the tools that we do and others items that we don't. We can't possibly know who carries what items in other cities and countries and I suspect no one carries exactly the same group of products that we do. Prices do vary by company and we try to be very competitively priced. When you shop from Gardenscape you have our guarantee that your satisfaction is our priority.
Do you carry plants? No. Plants require very specialized care and shipping and we leave that to the nursery experts. Check out our Plants Links page for some great plant sources.
Can you send your catalogue to my mom/sister/dad/etc so they'll stop borrowing mine? No problem. We're happy to send our catalogue to new customers (and to prevent family feuds!). Just fill in the Catalogue Request Form for each person who needs a catalogue to call their own.
How can I keep getting your printed catalogue? Order at least once a year and you'll stay on our mailing list. We are happy to send our free catalogue out to new customers so that they can see what we have. Let's face it you can't take a computer to the bath to browse over an on-line catalogue. But that said, printing and mailing of catalogues is expensive and so we do regularly update our mailing list to ensure that current customers continue to get a new catalogue. We do encourage people to check out our website because our latest tools usually make it to the web long before the printed catalogue hits the press. Whenever you order, we include a printed catalogue with your order.
Privacy - Let's just keep this between us! In case you were wondering we don't sell our mailing list and the only thing we use it for is our own catalogue mailing once or twice a year. We know that privacy is a big problem so we've put up our comprehensive company policy on our Privacy Statement page.
Do you ship overseas?No, unfortunately we found it to be very expensive to ship beyond North America and have disconinued this service. We apologize for any inconvenience.
Gardenscape's Guarantee
At Gardenscape we stand behind the fine products that we sell. If we didn't use them ourselves and find them to be quality items, we simply wouldn't sell them. If you order a regular item* and it's not what you envisioned you can return it by post within 30 days of purchase in its original condition & packaging for a full refund or credit (your choice) for the value of the item + applicable taxes. It you receive a defective item, please call us immediately.
* for special orders please contact us regarding our refund policy)
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