FAQ

Q. How do I track my order?

Enter your tracking number on our Track My Order page using the link from your shipping confirmation email. Tracking updates may take 24–48 hours after dispatch to appear. If your tracking number doesn’t work or you can’t find it, please email help.onmydesk@outlook.com and we’ll be happy to assist.

Q. What are your shipping options and prices?

We offer the following shipping options:

Standard Shipping: $5.90 USD
Estimated delivery in 4–15 business days

Express Shipping: $11.90 USD
Estimated delivery in 1–4 business days after processing
Includes priority handling

Delivery times are estimates and begin after your order has been processed and handed to the carrier. Business days exclude weekends and public holidays. You will receive a shipping confirmation email with tracking information once your order has been dispatched.

Q. How long will my order take to arrive?

Please allow 3–5 business days for processing before shipping. Processing time is separate from shipping time and should be added to the estimated delivery window.

Once dispatched, delivery typically takes:

USA Standard Shipping: 4–15 business days
USA Express Shipping: 1–4 business days after processing
International Orders: 7–21 business days, depending on destination and carrier

During peak seasons, holidays, or promotional periods, both processing and shipping times may take slightly longer than usual.

Q. Do you ship internationally and what about customs delays?

Yes, we ship internationally. Tracking information will be provided once available. Please note that customs inspections, import procedures, and local carrier handling are outside our control and may cause delays. If there are no tracking updates for an extended period (30–60 business days), please contact us at help.onmydesk@outlook.com and we will assist you accordingly.

Q. What’s the difference between processing time and shipping time?

Processing time refers to the time needed to verify your order, prepare items, pack them, and hand the package to the carrier. This typically takes 3–5 business days.

Shipping time refers to the carrier’s transit time to your address and begins only after processing is complete. Tracking updates may take 24–48 hours to appear after dispatch.

Q. My package is late—what should I do?

Delays can occur due to carrier backlogs, weather conditions, customs inspections, or peak seasonal demand, especially during November–December.

First, check your tracking link for the most recent updates. If there have been no tracking updates for more than 30 business days for domestic orders or up to 60 business days for international orders, please email help.onmydesk@outlook.com and we will investigate with the carrier.

Q. Can I cancel or change my order?

Orders cannot be cancelled or changed once processing has begun.

If you contact us before processing starts, we may be able to help; however, please note that cancellations requested before processing may incur a $20 transaction fee per order.

To request a cancellation, please email help.onmydesk@outlook.com as soon as possible with your order number.

Q. What is your return window and what condition must items be in?

You have 30 days from the date you receive your order to request a return.

Items must be unused, in the same condition as received, with original packaging and tags intact. Proof of purchase is required.

Q. How do I start a return?

To start a return, please email help.onmydesk@outlook.com with your order number and the reason for the return.

If your return request is approved, we will provide a return shipping label and detailed instructions. Please do not send items back without prior authorization, as unauthorized returns may be delayed or declined.

Q. What should I do if my item is damaged, defective, or incorrect?

Please inspect your order upon delivery. If there is an issue, email help.onmydesk@outlook.com immediately with your order number and clear photos showing the damage, defect, or incorrect item. If possible, include photos of the outer packaging and shipping label.

We will review your request promptly and arrange a replacement or refund as appropriate. Please wait for our authorization before returning any items.

Q. Which items are non-returnable?

For safety and hygiene reasons, we cannot accept returns for used gardening tools, assembled outdoor furniture, or items damaged after use.

Custom-made items, clearance items, and gift cards are also non-returnable.

Q. Can I exchange an item?

The fastest way to exchange an item is to return the original item first and place a new order for the desired item. Once your return is approved and in transit, we will process it according to our return policy.

Q. Do you offer a 14-day cooling-off period for EU orders?

Yes. For orders shipped into the European Union, you may cancel or return your order within 14 days of delivery for any reason. Items must be unused, in original condition, with tags and packaging intact, and proof of purchase must be provided.

Q. When will I receive my refund?

Once we receive and inspect your return, we will notify you of the approval status. If approved, refunds are issued to the original payment method within 10 business days.

Please note that your bank or card issuer may take additional time to post the refund. If it has been more than 15 business days since approval, please contact us at help.onmydesk@outlook.com.

Q. Other questions?

For the fastest and most accurate assistance, please contact us by email at help.onmydesk@outlook.com.
We typically respond within 24–72 business hours.