| SHIPPING
METHODS AND RATES
1. Shipping by Mail
Garden plants, spring bulbs, supplies, gift items, fall bulbs and seeds
can be sent across Canada via Canada Post.
A. Shipping Methods
- Four methods available:
- Mail - Garden Plants & Houseplants: West (MB SK AB BC)
- Mail - Garden Plants & Houseplants: Rest of Canada
- Mail - Seeds
- Mail - Fall Bulbs & Spring Bulbs
- Live garden plant and bulb orders are shipped via Express or Expedited
Post.
- Supplies, gift items and seeds are shipped via Regular Post.
- Some destinations may require an additional surcharge.
B. Refunds
- There are no refunds on shipping and handling charges.
- There are no refunds if the order amount is under $1.00.
- A Hole’s credit note will be issued for refunds of $ 1.00-$5.00.
- Refund cheques will be issued for refunds over $ 5.00.
- Refund cheques are issued and mailed approximately 3 weeks after
the order has been shipped.
C. Damaged Products
- You must notify us within 48 hours of receipt if you have any problems
caused by shipping.
- Notification later than 48 hours may result in non-acceptance of
your claim.
D. Shipping Dates
- Orders for live plants received prior to May 1 will be shipped
May 1 – June 15 (weather permitting).
- Fall Bulbs will be shipped beginning September 1st.
- Seed orders will be shipped 1-2 weeks from the time they are received
(beginning in mid-January).
- We ship your orders in the sequence they are received, subject
to availability.
- Last shipment date for live plants is September 30. Supplies can
be shipped year round.
E. Oversize Items
- All items that are in a pot size larger than 21cm, or bulky items
that are considered oversize, cannot be shipped through the mail.
- These items will be sent out by transport truck. Extra charges apply.
- Our handling charge is 10% of the value of the order, minimum charge
$10.00.
- The transport truck will charge for their services by weight and
volume.
- Please call to arrange this service.
F. Changes & Additions
- No changes or additions can be made to live plant orders between
May 1 and June 15.
- If you wish to make an addition it will be treated as a new order.
- If an order is cancelled between May 1 – June 15, we will
retain a handling charge fee.
Mail - Garden Plants
(includes garden plants, houseplants,
supplies and gift items) |
| West (MB SK AB BC) |
|
Rest of Canada |
Amount of Purchase |
Shipping & Handling |
Amount of Purchase |
Shipping & Handling |
| up to $25.00 |
$11 |
|
up to $25.00 |
$26 |
| $25.01 - $50.00 |
$20 |
|
$25.00 - $50.00 |
$52 |
| $50.01 - $75.00 |
$30 |
|
$50.01 - $75.00 |
$78 |
| $75.01 - $100.00 |
$40 |
|
$75.01 - $100.00 |
$105 |
| $100.01 - $150.00 |
$50 |
|
$100.01 - $150.00 |
$131 |
| $150.01 - $250.00 |
$60 |
|
$150.01 - $250.00 |
$157 |
| $250.01 and up |
24% of
order
value |
|
$250.01 and up |
63% of
order
value |
| Mail - Seeds |
Amount of
Purchase |
Shipping &
Handling |
| up to $50 |
$6 |
| $50.01 – $100.00 |
$10 |
| $100.01 – $150.00 |
$15 |
| $150.01 – $200.00 |
$20 |
| $200.01 and up |
10% of
order
value |
|
| Mail - Spring & Fall
Bulbs |
Amount of
Purchase |
Shipping &
Handling |
| up to $25 |
$7 |
| $25.01 – $50.00 |
$10 |
| $50.01 – $75.00 |
$15 |
| $75.01 - $100 |
$20
|
| $100.01 and up |
18% of
order
value |
|
2. Free Delivery – Books
and Gift Cards
Free delivery is available for Books, Gift Cards and Gift Card Sets only, within Canada.
- Orders for delivery within metro Edmonton (including St. Albert
and Sherwood Park) will be made by the best method – either
Hole’s delivery truck or by Canada Post (Delivery by truck is
Monday to Friday).
- Orders for delivery outside metro Edmonton and within Canada will
be made by Canada Post.
3. Local Delivery
(All departments except those listed below, under 4. Local Deliery - Other)
- Deliveries are Monday to Friday (excluding statutory holidays) within metro Edmonton, including
St. Albert and Sherwood Park.
- We can also deliver to the following communities Beaumont, Devon,
Leduc, Legal, Morinville, Fort Saskatchewan, Spruce Grove and Stony
Plain. Delivery costs vary – please contact
customer service for rates.
- We usually deliver the next business day if the order is received
by 12:00 p.m. MST.
- Orders received for delivery between May 1 – June 15 will
be delivered as time, plant material and supplies become available.
- If you require a specific delivery date in this period, please contact customer service.
- We will contact you prior to delivery.
- For large orders or orders requiring special consideration, prices
may vary: please contact customer service.
| Local Delivery |
Amount of Purchase |
Delivery Charge |
| up to $100 |
$13 |
| $101 – $200 |
$15 |
| $201 – $300 |
$18 |
| $301 – $400 |
$21 |
| $401 – $500 |
$23 |
| $501 – $600 |
$27 |
| $601 – $700 |
$29 |
| $701 – $800 |
$33 |
| $801 – $900 |
$36 |
| $901 – $1000 |
$38 |
| $1000+ |
5% |
4. Local Delivery – Other
Nursery, Statuary, Commercial Planters and any large or heavy items.
- Deliveries are Monday to Friday (excluding statutory holidays) within metro Edmonton including
St. Albert and Sherwood Park
- We can also deliver to the following communities Beaumont, Devon,
Leduc, Legal, Morinville, Fort Saskatchewan, Spruce Grove and Stony
Plain. Delivery costs vary – please contact
customer service for rates
- Orders can be delivered within one week from when the order is
received, except during the very busy period of May 1 – June
15
- Orders received for delivery between May 1 – June 15 will
be delivered as time, plant material and supplies become available.
- If you require a specific delivery date in this period, please
contact customer service.
- We will contact you prior to delivery.
- For large orders or orders requiring special consideration, prices
may vary: please contact customer service.
| Local Delivery-Other |
Amount of Purchase |
Delivery Charge |
| up to $100 |
$25 |
| $101 – $200 |
$30 |
| $201 – $300 |
$35 |
| $301 – $400 |
$40 |
| $401 – $500 |
$45 |
| $501 – $600 |
$50 |
| $601 – $700 |
$55 |
| $701 – $800 |
$60 |
| $801 – $900 |
$65 |
| $901 – $1000 |
$70 |
| $1000+ |
10% |
Local Delivery Policy — when no one is
home to receive a local delivery, Hole’s will:
- ATTEMPT to leave the delivery at a neighbour’s home. We will
leave a card in your mailbox to advise you which neighbour has your
delivery. We give your neighbour a small gift to thank him or her
if he or she accepts the delivery for you.
- CONTACT the recipient if no neighbour was able to accept your delivery.
The recipient can either pick-up the items at our greenhouse, or we
will attempt a second delivery at the recipient’s expense.
- INFORM the purchaser that if neither delivery option one nor delivery
option two is acceptable, then he or she must determine what is to
be done with the item.
5. Shopping Service - for Pick-Up
This is an additional service for those customers who request us to
shop for them and have their orders ready for pickup.
- There is a minimum charge of $20.00 per order, up to $250.00, after
which the charge will be 10% of order value.
- When ordering only seeds or spring/fall bulbs, minimum charge of
$5.00 until $100.00 then 10% of order value.
- You will be notified by phone or email when your order is ready.
- Orders may be ready for pickup within one week, except during the
very busy period of May 1 – June 15.
- If you require a specific date within this period, please contact
Customer Service.
- In-store shopping is available for all products.
6. Shipping to the USA
We can ship retail quantities of seeds, books and other non-perishable
items to the USA via Canada Post.
- We are not able to ship live plants or bulbs.
-
| Shipping to the USA |
Amount of Purchase |
Delivery
Charge |
| up to $10 |
$7 |
| $10.01 – $25.00 |
$14 |
| $25.01 – $50.00 |
$28 |
| $50.01 and up |
56% of
order
value |
7. Patio Planter Pickup, Disposal &
Storage for Hole's Customers
Pickup, disposal and storage of large or commercial planters is available.
Pickup and disposal is $75/hour (minimum 2 hours). Storage for 1 season
is free.
- Additional charges will be applied for storage beyond 1 season.
- Clay, ceramic or other breakable materials may break during handling
and storage. We will not assume any liability on these types of patio
planters.
BEFORE YOU ORDER...
Payment Information
- Credit Cards will be processed at time of shipping.
- Cheques are deposited upon receipt.
- If you add to an existing order please advise us—otherwise
you may be charged shipping for two separate orders.
- Please note GST is payable on products and shipping.
Large Orders
- If your order is longer than 10–15 separate items, we advise
you to use our online ordering
system rather than phone—this increases accuracy and decreases
the amount of time you spend on your order.
- You may also mail or fax your order in.
Substitutions
- We will substitute a smaller size, if the ordered
size is unavailable.
- In addition, Hole’s has a box on the order forms to allow
substitution of similar varieties.
- Please make sure you indicate any options which will help us fill
your order. NO other substitutions will be made. Orders are filled
based on your allowable substitutions, as we are unable to make phone
calls about possible substitutions.
Prices & Availability
- In spite of all our efforts, occasionally plants and other products
will be unavailable or prices may change.
- Sale prices are not available through mail order.
Backorders
- Plants on your order that are not available will not be back ordered.
COMMON MAIL ORDER QUESTIONS
Question • It’s May 15 and
I haven’t received my order yet.
I ordered early; why haven’t my plants arrived?
Answer • Orders are shipped in the
sequence in which they are received. Your ship date depends on; how
many people have ordered before you, or if we are holding your order
for a plant. The number of orders we process each day varies, so giving
out an exact shipping date is not possible. Our spring shipping window
is May 1–June 15.
Question • Why does
my invoice have “items listed as zero?”
Answer • Our goal is to provide you
with your complete order; an item listed as zero means that we were
unable to ship due to:
- Weather—poor weather can affect growth of plants, limiting
their availability.
- Date of order—all orders are processed on a first come, first
serve basis. If ordering at a later date, some of the plants on your
list may already be sold out by the time we start to process your
order.
- Lower numbers—we may receive lower quantities than we ordered
from suppliers.
- Higher demand—the demand for a particular plant may outstrip
supply.
Question • I received my order, but
one of the plants was damaged in transit. What should I do?
Answer • Please contact us within
48 hours to place a claim. Please keep the plant until you contact us.
Contacting us later than 48 hours after arrival may result in non-acceptance
of your claim.
Question • What
happens if I sent you a cheque but you can’t supply all of the
plants on my order?
Answer • If a refund is due, we will
send you a cheque if the amount is over $5. This cheque will be sent
from the office after your order is sent. If the refund is $1–$5,
we will send you a Hole's credit note for the amount; under $1, no refunds
will be issued.
Question • What
does the shipping charge cover?
Answer • We have a minimum shipping
charge of $5 on all orders. This has to cover; postage, the cost of
boxes and packing materials, and the labour to process the order. The
labour includes invoicing, filling out packing slips, pulling the order
from the greenhouse, and packing the plants.
Question • Why are
your shipping costs higher than some other mail order companies?
Answer • We only ship fully-leafed
out, vigorously growing plants in their pots. Many companies ship only
bare roots or plants packed in moss. While this saves weight and size
(and thus reduces shipping costs), we feel the customer gets a better-rooted,
healthier plant when it is shipped actively growing in the pot.
Question • Why can’t
I change or add to my order between May 1–June 15?
Answer • We are extremely busy during
this period. Everyone wants their orders as soon as possible. To efficiently
process the orders each day, we are unable to accept changes or additions.
Tracking down any particular order can be difficult. Once we start spring
shipping, the order could be in the process of being; packed, invoiced,
pulled, or already shipped. Add-on orders during this period will be
treated as a new order, filled in the order in which they were received,
and shipped separately.
Our Goal…
...is to send you everything
you have ordered.
Although we will make every effort to accomplish this, please remember
we are dealing with live plants and availability is subject to many
things including the weather, date of your order, lower than expected
production or higher than expected demand.
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