Customer Support Policy

Last Updated: August 29, 2026

Customer Support Commitment

At GARDEN NESTLE LLC (gardennestlellc.com), we are committed to delivering exceptional, responsive, and detail-oriented customer support across every step of your interior decorating journey. Whether you are selecting the ideal artificial tree for your living space, inquiring about leaf textures and planter sizing, tracking an international shipment, or requesting post-delivery assistance, our dedicated team is here to ensure an effortless, transparent, and satisfying experience.

Scope of Support Services

Our specialized customer care team is available to assist you with:

• Botanical & Product Guidance: Plant dimensions, stem flexibility, leaf materials, realistic foliage colors, pot compatibility, and styling advice for residential or commercial spaces.

• Pre-Purchase & Order Placement: Stock verification, customized set combinations, checkout assistance, and payment queries.

• Order Tracking & Logistics: Order dispatch verification, real-time carrier tracking numbers, transit milestones, and customs clearance updates for the United States, Canada, and Turkey.

• Order Modifications & Cancellations: Swift processing of address changes, order adjustments, or cancellations prior to carrier dispatch.

• Post-Delivery Care & Claims: Support with unboxing, leaf shaping techniques, damaged transit replacements, defective item resolutions, and returns or refund processing.

• Commercial & Wholesale Inquiries: Corporate office decor, hospitality bulk orders, and commercial interior design procurement.

Official Contact Channels

You may reach our customer support team directly through the following official channels:

• Customer Care Email: support@gardennestlellc.com

• Direct Telephone Support: +18436363081

• Online Inquiry Portal: Available 24/7 on our website at gardennestlellc.com

Operating Hours & Response Times

• Business Days: Monday through Friday

• Operating Hours: 9:00 AM – 6:00 PM (Eastern Standard Time / EST)

• Email Response Standard: We strive to review and answer all electronic inquiries within 12 to 24 business hours.

• Weekend & Holiday Inquiries: Messages received outside normal business hours, over weekends, or during recognized federal holidays are prioritized and answered promptly on the next immediate business day.

Expedited Support Guidelines

To ensure the fastest possible resolution for questions regarding existing orders, please include the following details in your initial communication:

• Full name associated with the order

• Shopify Order Confirmation Number (e.g., #GN1001)

• Email address used during checkout

• A clear, detailed description of your request or issue

• High-resolution photographs or short video clips (for damage, defect, or missing component inquiries)

Product & Design Consultation

To help you make the best decision for your space, our team provides in-depth product information, including true-to-scale height measurements, botanical foliage spreads, UV resistance for outdoor placements, and pot dimensions. If you are unsure which plant best suits your room dimensions or lighting conditions, contact us before ordering for personalized styling guidance.

Order Modifications & Cancellation Window

Due to our automated packaging and logistics workflows, orders move into dispatch quickly.

• Modification Window: Requests to modify shipping addresses, recipient details, or item selections must be submitted to support@gardennestlellc.com within 2 hours of placing your order.

• Dispatched Orders: Once a carrier tracking label has been generated and the parcel is collected by the shipping carrier, the order cannot be intercepted or modified. In such cases, standard return procedures apply following delivery.

Shipping, Logistics & Delivery Support

We actively monitor shipments across our primary courier networks (USPS, FedEx, UPS, DHL Express, and regional domestic couriers). Our team provides hands-on assistance for:

• Providing detailed tracking checkpoints

• Investigating unexpected carrier transit delays

• Handling carrier misdeliveries or lost packages

• Assisting with international cross-border transit inquiries

Returns, Exchanges & Damage Resolution

• Initiating a Return: Please contact our customer support team before shipping any items back. We will provide return eligibility verification, proper packing instructions, and the appropriate return hub address.

• Damaged or Incorrect Items: In the unlikely event that your botanical decor arrives damaged, bent beyond normal manual shaping, or incorrect, notify us within 48 hours of package receipt with photographic evidence of the item, the packaging, and the shipping label. We will immediately arrange a complimentary replacement or issue a full refund to your original payment method.

Customer Responsibilities

To ensure seamless fulfillment and delivery, customers are responsible for:

• Providing accurate, complete, and deliverable recipient names, phone numbers, and shipping addresses.

• Reviewing product dimensions and material specifications prior to purchasing.

• Following provided unboxing, branch-shaping, and return authorization guidelines.

• Promptly contacting customer support if delivery issues or parcel damages are observed.

Official Company & Support Information

GARDEN NESTLE LLC

Company Address (United States):

30 N Gould St Ste 67802

Sheridan, WY 82801

Fulfillment & Returns Address (Türkiye):

TOPCUASIM MAH. 3509 SK. NO 8 / 2 YUNUSEMRE MANISA 45120

• Customer Support Email: support@gardennestlellc.com

• Phone: +18436363081

• Website: gardennestlellc.com

• Business Registration Number: 2026-002064184