Customer Service

Frequently Asked Questions

How do I know my credit card information is safe?

Every step of our online ordering process that requests credit card information employs SSL (Secure Socket Layer) encryption. SSL renders credit card information unreadable if anyone should attempt to intercept it. An easy way to know that our site is secure is by looking at the website address when you’re checking out to make sure that it begins with https://. It is the “s” that indicates that you are in a secure site.

Your credit card is charged when the items you purchase are shipped. If for any reason we cannot ship an item to you within 30 days of your order, your credit card information, authorized for 30 days by our credit card processor, will have expired. We will then contact you by telephone to ask for your credit card information again so that we may charge you and ship your merchandise.

I'd like to change my order. How can I do that?

We're happy to help you make any changes to your order until it ships, which is usually within 3 to 5 business days after it is placed. Call us at 718.817.8869 or email us at customerservice@nybgshop.org. Please have your order number handy and, if emailing us, be sure to provide your name and contact information as well.

When should I expect to receive my order?

Please allow 3 to 5 business days for standard order processing. Orders shipped using standard UPS delivery should arrive within 3 to 7 business days once shipped. Express delivery is available for orders we receive by noon Eastern Standard Time, Monday through Friday, via 2nd day UPS delivery, for an additional $15. Express shipments should arrive within 2 business days of placing your order.

Can I track the status of my order shipment online?

Yes. The order confirmation that you receive from us will contain a 1Z tracking number and a link to the UPS site so that you may track your packages in transit.

When I purchase a membership through nybgshop.org, can I take advantage of member discounts right away?

Of course!

What is your returns policy?

We want you to be delighted with the purchases that you make at nybgshop.org. If for any reason you are not satisfied, please return the item within 90 days for a full refund or exchange, whichever you prefer. Please follow the instructions on your returns form for returns and exchanges.

Do you offer gift certificates?

Yes, we currently offer e-gift certificates that can be redeemed online for any of the products we sell online. They are available through the GIFTS section of the site.

Do you offer gift wrap?

We offer custom gift wrap for books and gift boxes for selected items. Gift wrap and gift box availability and pricing are noted for each product.

Do you offer plants online? How are they shipped to me?

We offer a limited collection of our favorite plants to online customers. Different varieties are available each season. Plants are shipped via 2nd Day FedEx or UPS, and UPS ground, depending upon your proximity to our growers in Pennsylvania. Additional shipping and handling charges are noted for each product. Your plant order will be shipped within 3 – 5 business days of purchase. Plants are shipped Monday through Wednesday and are packaged to insure safe delivery.

Do you offer a corporate gifts program?

We do! In fact, with a bit of notice, we can customize several of our gift offerings. We also offer volume discounts for large purchases. Find out more.

Do I pay sales tax on items ordered from nybgshop.org?

Only if you live in New York State. Then, by law, we must charge you New York State sales tax and local county tax.

Who do I contact for press inquiries?

Please contact Ellen Bruzelius at ebruzelius@nybg.org or 718.817.8911 for any press inquiries. We are happy to supply you with hi-res images if needed.