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Order Status

  • Has my order shipped?

  • How do I change quantities or cancel an item in my order?

    • Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.
  • How do I track my order?

  • My order never arrived.

    • Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
  • An item is missing from my shipment.

    • Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
  • My product is missing parts.

    • Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
  • When will my backorder arrive?

    • Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

 

My Account

  • How do I create an account?

    • 1) Click the "My Account / Order Status" link at the top right side of our site.
      2) Enter your email address.
      3) Select "I am a new customer".

      Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.
  • How do I edit my account information?

  • How much is my shipping?

    • Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
  • I forgot my password.

    • Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.
  • How do I return my product?

  • I received the wrong product.

    • If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.
  • What is your return policy?

  • When will my order ship?

    • Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

 

Shipping and Returns

Please contact us by email ([email protected]) if you need an item returned. By having this information in writing, we will be able to assist you more effectively.

    • All returns must be reported to us within two weeks (14 days) of your item's arrival.
    • All returns must have a valid RMA # and be shipped to the proper address, which Farm & City will supply
    • Any unauthorized returns (no RMA# and/or shipped to incorrect address) will not be accepted and the customer will not receive a refund
    • Any damaged, defective, or incorrect item received by the customer will be REPLACED with a new item (if Farm & City Supply has it in-stock).
    • If customer does not want a replacement and wants a refund on their purchase instead, they will agree to a $5 transaction fee and Farm & City Supply will handle the return process (if the item is needed back).
    • All items that ship freight WILL NOT be authorized for return. These shipments include, but are not limited to: Water Heaters, Home Appliances, and Furniture
    • All returns must be received by Farm & City Supply within 30 days of a customer's order, or it will not be accepted and no credit will be issued

Please be aware that if you have received the correct product, and no damage to the item has occurred, the buyer is responsible for the return shipment. These instances are deemed to be that the "buyer no longer wants the item." In these cases, the buyer will be responsible for the return shipping and its cost, along with a manufacturer restocking fee of 30% of the total purchase amount. Once we receive the item, it has been inspected and approved; we will issue the remainder of your refund. Please note that if the item is damaged while it is being returned, and it's not in acceptable & resalable condition, Farm & City Supply can and will assess additional charges of up to 100% of the products value, as it's the buyer's responsibility to return the item safely to us. Please package the item efficiently, as we certainly do not wish to enforce any more than the 30% restocking fee.

When you are shipping the item back, please obtain a tracking number. Then, contact us the day the item is shipped and supply us with this number. This way, both parties will have record of this shipment, and we will be able to expect a delivery. If for any reason we do not refund your account within 2-3 days of receiving the returned item, please contact us via email, and we will immediately address this for you.

If the product is defective, has been damaged during transit, or somehow is not the correct product, contact us immediately. We will take action to swiftly handle the issue. We wish our customers no burden, and we will offer you the proper service to resolve any issues with your order as quickly as possible.

Before you buy items on shopfarmandcitysupply.com, please be sure to read all descriptions, information, and product dimensions. If you are unsure about a product, please contact us immediately with any questions, and we will assist you before you purchase.

Return Labels:

If you are issued a return label, the customer will have the convenience of their Return Authorization Number (RMA#) already attached to this return. Farm $ City Supply will easily be able to track the progress of this return shipment, along with quickly refunding a customer’s account upon arrival.

If a customer returns an item using the return label provided, and the reason for return isn't a result of a Farm & City Supply error, the cost of return shipping will be deducted from the customer’s refund.

The return shipping cost will be based on the weight of the shipment they’re returning. A customer can find the price of their return on UPS.com under the tab: Shipping > Calculate Time & Cost

If the customer has any questions, please don’t hesitate to ask.

Cancellations

Cancellations must be done 1-3 hours after ordering to avoid orders from being fulfilled. However, this is an estimate, and won't guarantee we can cancel. All orders go through three stages:

    1. Processing: We send order to suppliers at 8am & 2pm. When an order is in this stage, it can be cancelled, as the supplier is still logging all of the information
    2. Fulfillment: The item is either being picked, packaged, and/or placed in an area for pick-up by the shipping company. Once this stage has started, NO ORDERS can be cancelled. The suppliers do not let us cancel, so we encourage individuals to cancel as soon as possible to avoid this scenario. Please note, even though the item has not shipped, we will not be able to cancel 
    3. Shipped: Item has been picked up by the carrier and cannot be cancelled.

 

 

International Shipping 

  • Do you ship to my country?
    • We only ship to the continental United States.
  • What are my payment choices?
    • We accept any major credit or debit card
  • When will my order ship and what are my shipping charges?
    • All order will ship within the leadtime we have for each respective listing.

 

 

Pricing and Billing

  • Do I have to pay sales tax?
    • Only residents residing in the state of Iowa will be required to pay Iowa Sales Tax.
  • I have a question on my charges.
    • Please email our customer service team at  [email protected]
  • I need a copy of my receipt/invoice.
    • Please email our customer service team at  [email protected]
  • When will my credit appear on my account?
    • Charges typically appear on your credit card statement within 24 hours.
  • When will my credit card be charged?
    • Charges typically appear on your credit card statement within 24 hours.

 

Additional Support

  • How do I contact you?
    • Please email our customer service team at  [email protected]