Frequently Asked Questions
A great starting place if you have questions
1. Greengoods: All Sales Final: To ensure the health and quality of our inventory, we do not accept returns on any greengood material, including perennials, shrubs, and trees.
2. Hardscapes,Natural Stone & Accessories Restocking Policy: We accept returns on most stock hard goods (sold by the unit) as long as they are still in resale condition. Please note that a 20% restocking fee applies to all returned items. To ensure a smooth return process, we ask that you sort and rewrap all pallets to their original shipping standards. If you need us to come to your site to collect the materials, we offer a pickup service starting at $250.
(b) All materials must be returned in factory condition. i) Examples of products not in factory condition; damaged, blemishes, dirty, incomplete sets, missing layer sheets, incorrectly stacked, blended with other material, used materials.
(c) All returns must be accompanied by the original invoice number
(2) Custom or special-order items are not returnable unless defective or damaged upon delivery and documented.
(3) Returns are considered up to 90 days after date of invoice.
(4) Products are to be returned to the yard they were purchased at or shipped from unless otherwise specified.
(5) ALL SALES FINAL, NO RETURNS ACCEPTED on Polysand and/or adhesive products.
Hardscape/Natural Stone Return Fee
1) All hard goods material returns totaling more than 20% of the original order dollar amount or quantity are subject to a restocking fee of up to 50%, if approved.
2) Please note that Great Lakes is not a disposal facility. Any non-returnable materials left on-site will incur a minimum disposal fee of $50. Contractors are responsible for the removal and proper disposal of all non-returnable items from our premises
3) Restacking of materials is a minimum $25 fee.
Hardscape/Natural Stone Special Order Policy
1) There is a 30% non-refundable deposit on special order items or special-order quantities determined by sales rep. Must be paid by credit card prior to ordering
2) Once special-order items are available
3) e, customers have 30 days to take delivery of the materials. After 30 days, orders must be paid in full, delivered or not. After 30 days customers will be charged for storage.
Yes, when purchasing Green Goods. See the State Rules and Regulations HERE
YES! Great Lakes encourages customers to ask about non-stock/special order items. We will locate and ship special orders with a signed Order Acknowledgement and sometimes a 50% down payment. All special orders are not returnable.
Hardscape/Natural Stone Special Order Policy
- There is a 30% non-refundable deposit on special order items or special-order quantities determined by sales rep. Must be paid by credit card prior to ordering
- Once special-orderitems are available, customers have 30 days to take delivery of the materials.After 30 days, orders must be paid in full, delivered or not. After 30 days customers will be charged for storage.
To ensure accuracy in our pricing, please submit an itemized list of materials for each project; please note that we are unable to generate quotes from blueprints alone. Additionally, include your deadline for the quote and the anticipated installation date.
Please be aware that all projects remain in estimate status until you authorize a formal order. Items are not held or reserved from our inventory while in the estimate phase. Once your project is confirmed, notify your sales representative immediately to convert the estimate into an order and secure your materials.
"On PO" means we have access to them! They may be growing on our property in West Olive or be planned to come in from one of our vendor nurseries. Please don’t hesitate to reach out about ordering something showing up in that avail column. We can work quickly to let you know how soon we could have it to you!
Tagging trees helps our team quickly and accurately pull the exact material you selected. Follow these steps when visiting the yard:
1. Check in at the office first
Before tagging, check in with your sales representative to:
- Review your plant list and confirm current availability
- Receive a yard map to help locate material
- Pick up tagging supplies (or chalk if you’re bringing your own)
2. Each tag should include your company name.
Tags must be visible for our crew:
- Tree Yard: tags must be at least 5" long
- Main Yard: tags must be at least 3" long
3. Record the item information
Plants are marked with item numbers on the plant, pot, or container.
Be sure to:
- Write down the item numbers and yard locations
- Do not remove any existing tags from materials
4. Before leaving the yard, return to the office and give your sales rep your recorded item numbers and locations.
⚠ Important: Materials are not officially on hold until your sales rep documents them.
Bringing a client?
The contractor must remain present during the yard visit.
Direct Ship allows certain products to ship directly from the grower/supplier/manufacturer to your job site or yard. This can be helpful for larger quantities or specialty items. Lead times and availability vary by product. Visit our Direct Ship Program page for more details.
EXISTING Customers:
If you have already created an online account, Login to your wholesale account and select "Availability" at the top navigation bar. If you have not created an online account (username & password), please click HERE to apply for an account.
NEW Customers:
If you have a commercial horticultural-related business and are interested in purchasing from us, please click HERE to apply for a commercial account.
