At TOTO Garden Shop, we’re committed to providing high-quality farm, garden, and hydroponic supplies to our global customers. We want you to be completely satisfied with every purchase, which is why we’ve established clear shipping and returns policies.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays) from our Phoenix, AZ warehouse.

Shipping Options

Standard Shipping:

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after shipment
  • Shipping Fee: $12.95 USD

Free Shipping:

  • Available for orders over $50 USD
  • Carrier: EMS
  • Delivery Time: 15-25 business days after shipment

Note: Delivery times are estimates and may vary depending on destination and customs processing. We currently ship worldwide except to certain Asian countries and remote areas.

Payment Methods

We accept the following payment methods:

  • Visa
  • MasterCard
  • JCB
  • PayPal

Returns & Exchanges Policy

We stand behind the quality of our products. If you’re not completely satisfied with your purchase, you may return most items within 15 days of delivery for a refund or exchange.

Eligibility Requirements

To be eligible for a return or exchange:

  • Item must be unused and in original condition
  • 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 (potential damage during shipping)
  • Flower and Plant Fertilizer & Compost (perishable nature)
  • 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 this format:

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Dear TOTO Garden Shop Team,

I would like to request a [return/exchange] for my order #[Your Order Number].
Item Name: [Product Name]
Reason for Return: [Please specify]
Preferred Resolution: [Refund/Exchange for (specify product)]
I confirm the item is unused and in its original packaging.

Best regards,
[Your Full Name]
[Your Contact Information]

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

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

Refund Process

  • Processing Time: 3-5 business days after we receive your return
  • Notification: You’ll receive an email confirmation when processed
  • Refund Method: 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: Original shipping fees are non-refundable unless the return is due to our error.

Exchange Process

For exchanges:

  • Follow the same return process above
  • Clearly indicate the replacement item you’d like
  • We’ll ship the new item once the return is received and processed
  • 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 free return shipping if needed
  • Choose between replacement (subject to availability) or full refund

Need Assistance?

Our customer service team is happy to help with any questions about shipping, returns, or exchanges.

Contact us at:

  • Email: [email protected]
  • Mail: TOTO Garden Shop, 1165 Cambridge Court, Phoenix, US 85034

Response Time: Typically within 1-2 business days

Thank you for choosing TOTO Garden Shop for your farming, gardening, and hydroponic needs!