Backorders & Inventory:

All backordered merchandise will be shipped immediately upon arrival to our warehouse. Written notification may be required for any cancellations made by the customer (emails are accepted). We make every attempt to notify our customers in the event of backordering. Many times we will offer suggestions on substitutions for any discontinued, backordered or sold out merchandise.

Payment Methods & Terms:

Quality Silks accepts all major credit cards, and supports customers who wish to use Paypal as a payment option. We pre-screen all international orders and international forms of payment. In most cases we do not accept payment via wire transfers or Western Union, especially on international orders. Customers who regularly order large quantities of our product may become eligible for additional discounts, and/or optional payment arrangements.

Shipping & Freight:

Whenever possible, all domestic shipments will be made via UPS, or FedEx ground. It is Quality Silks policy to ship via the most economical means, whenever possible. Air freight shipments and optional extra fast delivery services from some shippers are available upon request at additional cost to the purchaser. Rush orders required to ship by air must be placed by noon EST. Puerto Rico, Hawaii, Alaska and some other orders may be shipped by air, unless otherwise specified by the customer. Export shipments must be approved before the order is processed and arranged on an individual shipping destination basis. Online catalog prices do not include the cost of shipping. The exact cost will be calculated by our shopping cart during the check out process.

Note: Large cartons (60" in length or over) shipped via UPS have an additional $6.00 per carton handling fee. This is now a standard charge required for ground shipments by UPS. We notify you about this charge before processing your order.

Shipping Costs:

Low Order Fee (LOF):

Orders made online through the catalog are subject to additional fees or costs depending on the amount you spend and whether the items you purchase are single items taken from case or bulk quantities. Customers who order less than $150.00 worth of merchandise will be charged an additional non-refundable $20.00 low order fee in addition to the cost of shipping your order. In the future we may decide to remove this additional cost of $20.00, but for now we have to charge extra for low order amounts. If you are serious about buying from Quality Silks and do not wish to pay the low order fee, please contact us in advance to make arrangements on when and how we can bypass that fee.

Restocking & Reboxing Fees:

Containers & Cartoning:

Quality Silks containers and cartons are carefully designed to protect the flowers, plants and trees from damage during the shipment. Wooden crates are necessary for most trees 9' or larger. It is the customers responsibility to ask for a quote upon purchasing these items.

Damaged Shipments & Claims:

Claims for damaged shipments are the responsibility of the carrier. We urge all customers to properly inspect containers and cartons, including the merchandise, before signing the delivery receipt or bill of lading. Customers are responsible for all shipping and handling charges on returned shipments. In the event of damage, please notify Quality Silks immediately. Any avoidance of this procedure will exempt Quality Silks from any responsibility.

Exchanges & Replacements:

Exchanges and replacements will be considered a new order if the merchandise needs to be shipped out immediately. An exact replacement item or an item of similar value may be shipped prepaid only if the returned item is shipped first by the customer, then received and fully inspected at our warehouse.

Returns & Cancellations:

All returns must be authorized within 10 calendar days of receipt of shipment. All returns will be assessed a 20% restocking fee. Please call ahead to get a return authorization number before you send back the merchandise. Make sure you mark the outside of the carton with the return authorization number we email to you. Returns must be in new condition and must include all instructions and original packing material. Customer pays all return shipping charges. Include a copy of your packing list with all returns. All authorized returns must be made within 10 calendar days of return approval to our shipping address. Any unauthorized returns will be refused. Christmas returns will not be accepted after December 20th. Any used merchandise will not be eligible to be returned.

Note: All custom merchandise are not refundable, not cancelable and not returnable. Quality Silks reserves the right not to accept any returns and/or offer any refunds for any of our custom made items or items that have been modified and shipped to the customer. Modified merchandise such as fire-treated foliage, spray painted foliage and items potted in planter bases are considered special services offered by Quality Silks.

Return Shipping Instructions:

Return via prepaid UPS or US mail. Insure shipment for full value of purchase. Use original packaging. We are not responsible for packages lost during return shipping.

Other Quality Silks Policies:

Please review our other policies, such as the conditions of use and our privacy notice, posted on this site. These policies also govern your visit to Quality Silks. We reserve the right, at any time, to make changes to our site or our policies.