ORDERING FAQ

ALL PRICES STATED ARE IN CANADIAN FUNDS

We have made every effort to include true - to - color photos of all our selections, although there are still a few of our newest additions which are not available in color yet.  Details of lilies include the class, bloom orientation, height as well as bloom time, year registered, and the hybridizer's name when known. If you can give us additional information regarding any of the lilies we carry, please do!  (We also love to see pictures of our customers gardens and winning entries in Lily shows.)

Ordering online is simply done by clicking on the name or photo on the page, then clicking on the Add to Cart button with each item listing.  At any time, you may check out by clicking on the checkout link at the top of any page.  The shopping cart is also configured to retain your cart contents even if you leave the site, providing your computer will accept 'cookies'.  All orders are sent to us with secure encryption in place, and are only decipherable by our computer. If you prefer, you may print an order form and fax or mail your order to us - but you lose out on the online discount offered if you are buying just 1 of each variety. 

SHIPPING WITHIN CANADA

Shipping costs have increased dramatically it seems, so to help in this respect we place a free bulb or bulbs in with each order. We do not require a minimum order, but it is to your benefit to order in quantity as the shipping is the same regardless of quantity, for smaller orders. Perhaps you can get together with a friend or family member and order together to save on shipping costs. We ship with Greyhound Express, Canada Post Expedited service, or for a premium fee we can ship via XpressPost.  Orders going to remote northern locations can often be shipped quicker and cheaper by Greyhound. We ship lily bulbs April 1 through 30th in the Spring, and September 15 through October 15 in Fall. If you order after these dates it will be shipped during the next season.

SHIPPING OUTSIDE OF CANADA

We ship to the U.S., U.K., Germany, Norway, Netherlands, Denmark and Canada.  There are a few other countries which we can ship to without problems, please email us if you would like to check into shipping to yours.

Please note that US & International customers are subject to an extra $15.00 charge in shipping for a phyto certificate which indicates the bulbs are pest free. This charge is INCLUDED in the shipping price when the correct one is chosen on the order form online. This certificate is required by our governments in order to ship across the border.  Shipping out of Canada is done via Expedited Post USA or Xpresspost International.

PAYMENT METHODS

We accept American Express, Master Card, Visa and PayPal as payment for online, fax, and phone orders. Mail-in orders can also use personal cheque or money order. Please feel free to order using phone, fax or mail, whichever is your preference. All orders for most single bulbs placed online are automatically discounted by 10%.  You can save 10 to 17% by ordering in multiples of 3 on many varieties, in the paper catalog and online!

Please read more about our PayPal payment method here.

We use a secure server and all orders are encrypted and only decipherable by us. Most people aren't aware that online ordering is actually safer than using your card at the local store! Read our Privacy policy, and more about our security system.

All orders are charged to your credit card within 30 days of receiving the order, usually within 48 hours.  Although we dislike doing this, it has become necessary, as our inventory gets messed up quite quickly when we are adding and subtracting items continually due to customer credit card payments being declined at the time of shipping. We often end up with a number of choice varieties left over at the end of the shipping season, varieties which are in high demand, which we could have sold to another customer who really wanted it, and had a valid payment method. If refunds are necessary at shipping time, we will refund the amount back to your credit card at that time. All orders in which the credit card is declined by our POS terminal, for whatever reason, are automatically canceled, so please make sure you have entered your numbers correctly as we will not always contact you under these circumstances!

Web ordering discounts applied - previously we would apply the web discounts to any orders received by phone, fax or mail, as long as the customer mentioned they were on the web site, or if the fax or mail order was a printout from the online catalog. Unfortunately we can no longer operate this way, unless the order is also submitted to us online. We often hear that people are not willing to submit their sensitive credit card information on the Internet, but we do have a payment process in place which allows you to place the order online and submit payment by other methods. All you need to do at checkout time, is to select SEND PAYMENT under the payment method box on the order form, then make sure you send your payment method details using mail, phone or fax within 30 days - best to do it immediately so you don't forget! All orders using this payment method are automatically canceled if we do not receive the details within 30 days. If we do receive orders by fax or mail that are calculated using the web discounts and they have not been submitted online as well, we will be forced to remove items from your order to make up the difference at shipping time. Online ordering saves us a great deal of time in order processing, which is the reason we offer the discount in the first place. Implementing this policy ensures everyone is treated fairly.

RETURNS/REFUNDS/CANCELED ORDERS

Unfortunately for us, and for some customers, they must cancel their complete order after it has been filed. We certainly understand there are circumstances which can occur making this necessary, but we still spend time filing the order, preparing the paperwork, as well as adding/deleting the items from inventory. If orders are already charged to the credit card, we lose up to 5% of the total to the card company when we refund the customer, because the bank does not refund us the charges we incur for accepting cards in the first place. For these reasons, beginning February 2002 we will charge 15% of the total order (including postage) on canceled orders that have already been filed and processed. We sincerely regret that this is necessary.

We guarantee all lily bulbs to be true to name.  If yours is not, please contact us and we will gladly replace it with the correct variety, or a selection of your choice. Read more about our guarantee here.

Please contact us to let us know you are returning items if necessary.  We will credit your charge card the full amount, less shipping charges, as soon as we receive the returns.

We hope you enjoy browsing our catalog and find the details helpful, and the ordering made easy. Please check back often in spring and fall to see what new additions we might have ready for shipment.  Remember that we welcome your feedback as it often helps us provide increased and improved service to our customers. Let us know if you like what you see!

Happy Gardening from plantlilies.com!