Frequently Asked Questions

What is your RETURN POLICY?

All sales are final. We don’t accept returns or exchanges, except in the cases below.

Freight orders with a shipping deposit: Some products ship by freight and require a $50 shipping deposit at checkout. On these orders, you can cancel for a full refund, including the deposit, any time until you approve the final shipping cost we send you. Once you approve and pay the shipping cost, the order is final.

Damaged, missing or incorrect items: Please inspect your order when it arrives. If anything is damaged, missing or wrong, note it on the delivery receipt before signing and email photos to sales@roofandgarden.com within 48 hours of delivery. We’ll work with you and the carrier to make it right.

Approved exceptions: In rare cases we may approve a return or exchange. Approved returns need a Return Material Authorization (RMA) number from us, must be in new, unopened packaging and within 7 days of the invoice date, and are shipped back at your cost. A 25% restocking fee applies, which we may waive on exchanges. Returns sent without an RMA number will be refused and sent back at your cost.

Never returnable: Special orders, custom or made-to-order products (including soil mixes), and any product whose packaging has been opened or damaged (pallet, stretch wrap, box, bag, sleeve, roll or otherwise).

What is your SHIPPING POLICY?

Most orders ship by UPS. Depending on warehouse stock and location, we may also use USPS or FedEx Ground. If you have specific requirements, please contact us before placing your order.

Freight (LTL) orders: Oversize items, such as edging over 4 ft long and large drainage-mat rolls, ship by LTL freight.

• Certain ZIP codes: checkout shows the actual freight cost for orders of 1–3 boxes. For 4 or more boxes, email sales@roofandgarden.com for a quote.

• All other areas: choose “Freight (LTL) - $50 deposit, credited toward your freight quote” at checkout. You pay for the products and the $50 deposit, then we email you a freight quote and a payment link for the remaining freight cost. We won’t ship your order until you approve and pay it. If the freight cost doesn’t work for you, you can cancel for a full refund, including the deposit.

Delivery needs: Please email sales@roofandgarden.com about anything the driver should know, such as a liftgate, loading dock or delivery hours.

TERMS AND CONDITIONS

Effective November 5, 2026

Who we are: These terms apply to all purchases from Roof + Garden (roofandgarden.com), a Michigan business based in Grand Rapids, Michigan (“Roof + Garden,” “we” or “us”). “Buyer” or “you” means the person or company placing the order and anyone acting on their behalf. We sell products made by us and by other manufacturers (“Products”).

Agreement: By placing an order, you agree to these terms. They apply to every order regardless of payment method, price or account type, and they take priority over any different terms in a Buyer’s purchase order or other documents. Additional terms on our quotes, order confirmations and invoices also apply. Only an authorized officer of Roof + Garden can change or waive these terms, and only in writing. We may update these terms at any time; the version posted when you place your order applies.

Governing law: These terms are governed by the laws of the State of Michigan. Any dispute will be handled in the state or federal courts located in Kent County, Michigan.

Product information: We work to keep descriptions, specifications, coverage rates and prices accurate, but errors can happen, and we reserve the right to correct them, including after an order is placed. Coverage rates and packaged weights are approximate; actual coverage depends on installation. Product names belong to us or to the manufacturers.

Suitability and use: You are responsible for deciding whether a Product is right for your project and for how it is designed, installed and maintained. For green roofs and other structural uses, consult a qualified professional, such as a registered landscape architect or engineer, about structural load, slope, drainage, waterproofing, wind uplift, climate and site conditions. Except for any warranty provided by the manufacturer, Products are sold without warranties of any kind, express or implied, including warranties of merchantability or fitness for a particular purpose.

Limitation of liability: To the extent permitted by law, our total liability for any claim related to a Product is limited to the price you paid for that Product, and we are not liable for indirect or consequential costs such as labor, installation or loss of use.

Orders and purchase orders: Orders over $1,000 placed outside our online store require a written purchase order or written confirmation before we process them. You can ask us for an order acknowledgement by email; please check it for accuracy at least 48 hours before your product ships or is picked up.

Returns, exchanges and cancellations: All sales are final, with the exceptions listed in our Return Policy above. Custom and special orders can’t be cancelled. Cancelling a project order over $2,500 depends on how far it has been produced and is charged the greater of a 25% cancellation fee or the percentage of the order already completed.

Freight orders with a shipping deposit: When a shipping deposit is required, you can cancel your order for a full refund, including the deposit, until you approve the final shipping cost we send you. We won’t ship your order until you approve and pay that cost. After that, the order is final.

Inspection and acceptance: Please inspect your order when you receive it. Report damage, shortages or incorrect items within 48 hours of delivery (noting damage on the delivery receipt whenever possible). Products picked up from our location are accepted once you leave. Deliveries made when no one is present are accepted when they are dropped off.

Lead times and holds: Many Products are in stock, but not all, and lead times vary with seasonal demand, so please contact us to confirm availability and plan ahead. We only hold Products that are paid in full or covered by a purchase order. Held Products are invoiced when placed on hold and must be picked up within 14 days.

Special orders: Special and custom orders require a written purchase order and 100% prepayment. Custom work requires exact, field-verified dimensions. Special orders are non-cancellable, non-returnable and non-refundable.

Payment: Online orders are paid in full at checkout. Other orders must be paid before they ship or are picked up, unless we’ve approved credit terms for you in writing. Approved accounts are due net 30 from the invoice date (special orders: net 30 from the date they are ready). Late payments are charged 2% per month, or the highest rate allowed by law if lower.

Other fees: Charges for pallets, fabrication, delivery or other services may apply and will be shown on your quote or invoice.

Lien waivers: Lien waivers and related documents must be prepared by the Buyer and are signed by an authorized officer of Roof + Garden after payment has cleared.

Questions: Email us at sales@roofandgarden.com.