LATE PICK-UP POLICY
No refunds given on orders not picked up. If you are unable to pick-up on your pre-arranged date, you must make alternative arrangements at least 48 hours BEFORE the event, and may be charged a 20% or $25 restocking fee (whichever is larger). Without advanced arrangements, late pick-ups are not guaranteed; under these circumstances, if your product becomes unavailable, you may request a partial refund as described below. FOTR’s storage space and staff resources are too limited to permit exceptions to this policy. For products unclaimed more than 30 days beyond the originally scheduled pick-up date, FOTR reserves the right to re-purpose the product for other uses without reimbursement.
SLIDING SCALE POLICY
Sliding Scale prices are available for Rouge River Watershed residents, as well as residents of Wayne, Oakland, and Washtenaw counties (which completely encompass the Rouge River watershed). Customers may select the sliding scale price of their preference, as described in the Sliding Scale Overview Page.
At its discretion, Friends of the Rouge may honor sliding scale purchases made by customers who live outside the region described above. We reserve the right to cancel any sliding scale purchases below the At Cost purchase level made by customers living outside the counties listed above at any time and for any reason.
CANCELLATION / REFUND POLICIES
FULL REFUND: Orders cancelled before order deadline will be refunded in full, less credit card processing fees.
Pick-up event order deadlines:
- Rain Barrels: 15 days prior to Spring event
- Native Plants: 21 days prior to Spring event
PARTIAL REFUND: for orders cancelled after the full refund deadline but prior to pick-up or shipment, refunds are not guaranteed, subject to FOTR’s capacity to cancel orders with vendors. If refunds are possible, partial refunds will be issued in whatever amount FOTR is able to cancel with the vendor, less a 20% or $25 restocking fee (whichever is larger).
For warranty issues, FOTR shall assist customers in making warranty claims with the product’s manufacturer. No returns on products without an approved warranty claim.
Review Upcycle warranty policy.
PICK-UP NATIVE PLANTS
Native Plants will be presented for pick-up in good condition. FOTR does not guarantee plant survival. Our liability ends once presented for pick-up. If you are not satisfied with plant conditions at pick-up, a replacement will be issued immediately, or, if not available, a refund shall be issued 1) for online purchases within five business days or 2) for checks within one month. No warranty available for late pick-up plants: we do not have the capacity to keep plants healthy beyond the scheduled pick-up period.
Native Plants will be delivered in good condition. FOTR’s liability ends after plants are delivered. Claims of damage in transit must be submitted to FOTR within 24 hours of receiving shipment OR to Stantec (previously Cardno) within 72 hours. If damage is not reported within these timeframes, return will not be accepted. If you are not satisfied with the quality of mail order products, Stantec will refund you money or replace any defective product within five days of your receipt the product. See complete terms and conditions.