Returns & Exchanges

At TOTO Garden Shop, we stand behind the quality of our farm, garden, and hydroponic supplies. If you’re not completely satisfied with your purchase, we’re here to help with our straightforward returns and exchanges process.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

• Item must be unused and in the same condition as received
• Original packaging must be intact with all tags attached
• Proof of purchase (order number or receipt) is required
• Request must be initiated within 15 days of delivery

Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged:

• Brooder Lamps & Hydroponic Lighting Bulbs: Due to potential damage during shipping
• Flower and Plant Fertilizer & Compost: Perishable nature of these products
• Opened Grooming Supplies: Hygiene considerations

How to Initiate a Return or Exchange

Step 1: Contact Our Team

Email us at [email protected] with your request using the template below:

Step 2: Receive Authorization

Our customer service team will respond within 2 business days with:

• Return authorization number
• Shipping instructions
• Return address (Phoenix, AZ warehouse)

Step 3: Ship Your Return

Package the item securely with the original packaging and include:

• Return authorization number (clearly visible)
• Copy of your order confirmation

We recommend using a trackable shipping service as you’re responsible for the return shipping costs (except for defective items).

Refund Process

Timeline:

• Processing Time: 3-5 business days after we receive your return
• Notification: You’ll receive an email confirmation when processed

Refund Method:

Refunds will be issued to your original payment method:

• Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days depending on your bank
• PayPal: Typically processed within 24 hours

Note: Shipping fees are non-refundable unless the return is due to our error.

Exchange Process

For exchanges:

1. Follow the same return process above
2. Clearly indicate the replacement item you’d like
3. We’ll ship the new item once the return is received and processed
4. You’ll be responsible for any price difference and additional shipping costs

Damaged or Defective Items

If you receive a damaged or defective item:

• Contact us within 3 days of delivery
• Include photos of the damage/defect
• We’ll arrange a free return shipping label if needed
• Choose between replacement (subject to availability) or full refund