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Returns, Exchanges & Refunds (Pickup Orders)

We have a pickup inspection policy, which means you must inspect your order at pickup and request any exchange or refund before leaving the pickup premises.

Eligibility for an exchange or refund (before leaving pickup premises only)

To be eligible for an exchange or refund, you must inspect your items at the time of pickup and notify us before you leave the pickup location if:

  • You received the wrong item,
  • an item is missing, or
  • an item is visibly damaged at the time of pickup.

Once you leave the pickup premises, all items are considered accepted and sold as-is, and we cannot offer a refund or exchange, except where required by law.

To request an exchange or refund

Please speak with us immediately at pickup before leaving the premises.

We do not accept shipped returns, and we do not provide return labels, because all orders are fulfilled via pickup.

Exchange or refund outcome

If an issue is confirmed before you leave the pickup premises, we may (at our discretion and as appropriate):

  • offer an exchange (replacement of the same item/quantity, or a comparable substitute if the original is unavailable), or
  • approve a refund to your original payment method.

If a refund is approved, it will be processed within 10 business days. Banks and card issuers may take additional time to post the credit.

If more than 15 business days have passed since we approved your refund, please contact us at info@twintreegarden.com.

Cancellations

Orders are placed and paid for online and prepared for a scheduled pickup time. You may cancel your order at any time before your scheduled pickup window begins for a full refund.

To cancel, please contact us at info@twintreegarden.com and include your order number. (If an order is a special/custom order, any different cancellation terms will be stated at checkout.)

Missed pickup / no-shows

If you do not arrive to pick up your order by the end of your scheduled pickup window, your order will be considered a no-show.

Reschedule (one time)

For no-shows, we will offer a one-time reschedule to the next available pickup window, provided you request the reschedule within 3 days of the end of your original scheduled pickup window.

To request a reschedule, contact us at info@twintreegarden.com and include your order number.

Because our items are perishable and inventory changes quickly, we cannot guarantee that the exact items will still be available at the rescheduled pickup. If an item is unavailable, we may (at our discretion) offer a comparable substitute or refund the unavailable item.

Rescheduled pickup deadline: If your reschedule request is made within the 3-day request window, the rescheduled pickup time must occur within 3 days of your reschedule request. If we cannot accommodate a pickup within that time, the order will be refunded.

Automatic refund fallback

If any of the following occurs, we will automatically process a refund to your original payment method:

  • you do not request a reschedule within 3 days of the end of your original pickup window; or
  • you have already used your one reschedule and the rescheduled pickup is missed or not completed by the end of the rescheduled pickup window; or
  • we cannot accommodate a rescheduled pickup within the rescheduled pickup deadline described above.

Damages and issues

Please inspect your order at pickup and notify us immediately before leaving the pickup premises if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Due to the nature of our farm products and food-safety considerations, we do not accept returns. Items are final sale once you leave the pickup premises.

Certain types of items are not eligible for return, exchange, or refund after pickup departure, including:

  • Perishable goods (such as food)
  • Flowers or plants
  • Custom products (such as special orders or personalized items)
  • Sale items
  • Gift cards

Farm products may naturally vary in size, color, and appearance. This natural variation is not considered a defect.

Contact us

You can always contact us for any questions at info@twintreegarden.com.