Cancellations & Refunds
At Pro Tree Supplies, we are proud to offer some of the best return policies in the industry. You can cancel your order free of charge at any time before it ships (certain exceptions apply, such as custom orders – see below for details).
For assistance, please email us at support@protreesupplies.com or call us at (505) 718-1872.
Order Cancellations (Before Shipment)
If you need to cancel your order, please get in touch with us as soon as possible. We will process a full refund as long as the order has not yet left the warehouse. Our agents are available during business hours at (505) 718-1872, through the chat feature on our site, or via email at support@protreesupplies.com.
Cancellations of Custom Orders
Custom or made-to-order items cannot be canceled or refunded once they have been put into production. These products are manufactured specifically to your specifications. Once an order is placed, production begins, ensuring your unit is made according to your needs. Your warranty will ensure you receive a fully functional and operational product. If you're unsure whether your order is custom, feel free to contact us.
All custom and made-to-order sales are final.
Returns & Refunds
If you need to exchange a product, you can do so. Please note that customers are responsible for any shipping costs related to returns and exchanges.
Not all orders are eligible for returns once they have shipped. Our products are ordered directly from manufacturers, and if the manufacturer does not permit returns, we cannot process one. Return eligibility may vary depending on the product or brand. Please contact us for specific information.
Due to rising LTL/freight shipping costs, outright returns are subject to a 25% restocking fee plus return shipping costs. If you are exchanging a product, we may be able to assist with some of the return costs depending on the item.
Customers have 30 days from the date of delivery to initiate a return. However, please refer to the product’s page for any brand-specific return policies, as they override this general 30-day return policy.
Shipping Times
We do our best to ensure prompt delivery of your order. Estimated shipping times are provided on product pages based on information from our suppliers and shipping partners. However, shipping times are subject to change due to factors such as supply chain disruptions, delays from manufacturers, or shipping carriers. These issues are beyond Pro Tree Supplies' control. While we understand delays can be frustrating, we appreciate your patience and understanding during these times.
Acknowledgment Upon Purchase
By purchasing from Pro Tree Supplies, you agree to the following:
- I will inspect the package upon delivery, note any damages, and provide photos to Pro Tree Supplies within 24 hours.
- I am responsible for the return shipping costs and the shipping of a replacement product in case of a refund or exchange.
- Products must be returned in unopened and unused condition. Additional restocking fees may apply.
- Once the order leaves the warehouse, I am no longer eligible for a full refund.
- If I return an order after it has shipped, I am responsible for return shipping fees and a restocking fee, typically around 20%.
- I understand that estimated shipping times are subject to change and do not guarantee delivery dates.
- I agree not to cancel or file a chargeback due to delays in shipment or incorrect delivery estimates that are beyond Pro Tree Supplies' control (e.g., manufacturer or logistical issues).
Damages
Please inspect your item(s) upon delivery. If you notice any damage, it must be documented when signing for the delivery. Should your item(s) arrive damaged, please take photos of the damage, including the box and SKU, and send them along with a brief description to support@protreesupplies.com within 24 hours of delivery. Photos and videos are required to process freight damage claims. Punctures or visible exterior damage must also be reported within 24 hours.
Warranty
Warranties vary by manufacturer. Please refer to the individual product pages for specific warranty details. Warranties cover damages from use and wear over time. Damages discovered at delivery and not reported within 30 days do not qualify as warranty claims.
Returns
Customers are generally responsible for all return shipping costs or reconsignment fees caused by errors in the order, unless otherwise stated on the product page. Most of our products are backed by warranty policies guaranteeing you receive a fully functional product without extra costs. Please see individual product pages for more details.
BOGO Promotions
For Buy One, Get One (BOGO) promotions, both items must be returned for a full refund. If only one item is returned, you will receive a replacement or store credit for that item’s value when purchased individually. If the order has shipped, the buyer is responsible for return shipping charges and possibly a restocking fee, depending on the manufacturer. Refunds are issued only to the original payment method used for the purchase.
Chargebacks
Our support team is here to assist with any issues. We aim to make our policies fair and customer-friendly. If you have not received a product or have encountered an issue with a product you did receive, please contact us directly, and we will work with you to resolve it. Filing a chargeback without attempting resolution with us first may result in legal consequences.
For any inquiries, please contact support@protreesupplies.com.
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Kanopy Group LLC
1704 Llano St, Office B #3015,
Santa Fe, NM 87505
Email: support@protreesupplies.com
Phone number: +1 (505) 718-1872