Frequently Asked Questions

Home > Frequently Asked Questions

1. What is the lead time for orders to be shipped?
2. What is the status of my order?
3. I need to cancel my order. What do I do?
4. I want to return my order. How do I go about that?
5. What forms of payment do you accept?
6. Do you ship to international addresses?
7. Do you ship to Hawaii, Alaska, Puerto Rico, or FPO/APO addresses?
8. Do you have a store that I can go into?
9. Do you have a catalog?
10. Do you charge sales tax?
11. Do I need to create an account?
12. Is it safe to use my credit card on your site?
13. How do I use gift certificates?
14. What if I forget my password?

1. Q: What is the lead time for orders to be shipped?
A: Product lead times vary. Please refer to the product page description which will have the most accurate and up to date ship times listed.

2. Q: What is the status of my order?
A: Your order status will be available 24 hours after your order has been placed, by clicking on the "My Account" link. From there, you will be able to view information about your order. Please note: if you do not set up a user name and password during checkout at the time of purchase, online viewing will be unavailable.

3. Q: I need to cancel my order. What do I do?
A: For tracking purposes, we require cancellation requests to be submitted in writing (via email to: admin@distinctivenurseries.com). We will reply back within 1 business day. You may also reference our Policies page for more information on which items qualify to be canceled.

4. Q: I want to return my order. How do I go about that?
A: For tracking purposes, we require return requests to be submitted in writing (via email to: admin@distinctivenurseries.com). We will reply back within 1 business day. You may also visit our Policies page for more information on which items qualify for returns.

5. Q: What forms of payment do you accept?
A: Currently we accept Visa, Mastercard, and American Express.

6. Q: Do you ship to international addresses?
A: Yes, we do ship to most international locations. Free shipping does not apply to any order outside the contiguous U.S.; therefore, we suggest that you email us a list of item names and quantities of the items you are interested in so we can give you an estimated shipping quote prior to placing your order. The email address is: admin@distinctivenurseries.com.

7. Q: Do you ship to Hawaii, Alaska, Puerto Rico or FPO/APO addresses?
A: Absolutely! However, due to shipping differences to these locations, free shipping does not apply to orders going to these destinations. You may email us a list of item names and quantities so that we may give you a shipping quote prior to placing your order (email to: admin@distinctivenurseries.com).

8. Q: Do you have a store that I can go into?
A: We are an e-tailer only, we do not have any physical store locations.

9. Q: Do you have a catalog?
A: No, we do not publish a catalog.

10. Q: Do you charge sales tax?
A: We only charge sales tax for orders shipping in Michigan as this is where our corporate headquarters are located. The Michigan sales tax rate is 6%.

11. Q: Do I need to create an account?
A: It is not a requirement at the time of purchase; however, we highly recommend that you do. By not setting up a user name and password to create an account with us, you will not have online access to your order status after the order is placed.

12: Q: Is it safe to use my credit card on your site?
A: Yes, we use a secure socket layer (SSL) software that is industry standard for e-commerce transactions and is best software today for secure commerce transactions. It encrypts your credit card number so that it cannot be read as the information travels over the internet.

13. Q: How do I use gift certificates?
A: If you have a gift certificate, you will enter it during checkout in the gift certificate field. Once entered, the amount on the gift certificate will be deducted from your total amount of purchase. If the gift certificate amount is more than the total you are purchasing, the additional amount available will remain on that same gift certificate code. We can not refund gift certificates once purchased. They also do not have an expiration date.

14. Q: What if I forget my password?
A: On the order status log in field, there is a "forgot password" link - we will email you the password from that link.

15: Q: Are the colors as I see them on my monitor the actual colors?
A: We make every attempt to portray the colors as they actually are; however, every monitor does vary. For this reason, on bedding, we suggest you order fabric swatches when available to make sure that the colors will work for you.