Cancellations & Refunds
At Pro Tree Supplies, we offer clear return policies for your convenience. 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.
Order Cancellations (Before Shipment)
If you need to cancel your order, please contact 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 via chat on our site or 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
Customers may return or exchange products within 30 days of delivery. Products must be returned in new, unopened, and unused condition. For defective items or items damaged in transit, please notify us within 24 hours of delivery.
Different refund/return processes apply depending on the situation:
- Exchanges: Products eligible for exchange must be unused. We will ship the replacement once we receive the original item. The customer is responsible for shipping costs.
- Change of Mind: You may return unused items within 30 days. Shipping fees are the responsibility of the customer.
- Faulty Items: If an item is faulty, we will cover the return shipping costs and provide a replacement or refund after receiving and inspecting the item.
- Damaged Items: Document damages upon delivery and notify us within 24 hours. We will send a replacement or provide a refund once we confirm the damage.
- Wrong Product: If you receive the wrong product, we will cover all return and replacement shipping fees. Please notify us within 24 hours.
- Never Arrived: If your order doesn’t arrive within the expected timeframe, please contact us. We will investigate and either reship the item or provide a full refund.
- Cancellation After Ordering: Orders canceled before shipping are eligible for a full refund. Custom orders cannot be canceled once production has begun.
Refund Processing Time
Refunds will be processed within 7 business days of receiving the returned item. Funds will be returned to the original payment method used during checkout. Please allow an additional 5-10 business days for the funds to appear in your account, depending on your payment provider.
Return & Exchange Method
Customers must contact us via email at support@protreesupplies.com to initiate a return or exchange. Once the return is approved, the item must be mailed back to us. Customers are responsible for providing their own return shipping label unless the return is due to a defective, damaged, or incorrect item. There are no restocking fees for returns.
Return Period
All returns and exchanges must be initiated within 30 days of receiving the product. After 30 days, returns and exchanges are no longer accepted unless due to defects covered by the product warranty.
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.
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. 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.
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For further inquiries, contact us at:
Pro Tree Supplies
- Phone number: +1 (505) 718-1872
- Email: support@protreesupplies.com
- Address: Kanopy Group LLC
1704 Llano St, Office B 3015
Santa Fe, New Mexico, 87505
United States