At Portwest Sales, we’re committed to providing professional-grade gardening tools and outdoor equipment with reliable service to match. Whether you’re a landscaping professional or a passionate home gardener, our shipping and returns policies are designed for your convenience.

Shipping Information

Order Processing

We typically process orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods

We offer two shipping options to meet your needs:

Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after shipment
  • Includes tracking and insurance

Free Shipping (Orders over $50)

  • Carrier: EMS
  • Delivery Time: 15-25 business days after shipment
  • Includes basic tracking

Note: Delivery times are estimates and may vary based on destination. Some remote areas in Asia and other regions may have extended delivery times or additional shipping restrictions.

International Shipping

We ship worldwide (excluding certain remote areas). Customers are responsible for any customs fees, taxes, or import duties that may apply in their country.

Returns & Exchanges

We stand behind our quality products and your satisfaction. If you’re not completely happy with your purchase, our straightforward returns process makes it easy to get things right.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • Items must be in original, unused condition
  • Original packaging with all tags attached
  • Accompanied by proof of purchase

Non-Returnable Items

For safety and hygiene reasons, the following cannot be returned:

  • Inflatable Swimming Pools (once opened/inflated)
  • Cutting & Grinding tools that show signs of use
  • Drill Bits that have been used
  • Grow Your Own kits with opened packaging

How to Return an Item

Step 1: Initiate Your Return

Email our customer service team at [email protected] with the following information:

Subject: Return Request – Order #[Your Order Number]

Email Template:

Dear Portwest Sales Team,

I would like to return/exchange the following item(s) from my order #[Order Number]:

Product Name(s): [List the items]

Reason for Return: [Please specify]

Preferred Resolution: [Refund/Exchange – if exchange, specify desired item]

I confirm that the items are in original condition with all packaging intact.

Please advise on next steps.

Best regards,

[Your Full Name] [Your Contact Number]

Step 2: Receive Return Authorization

Within 2 business days, we’ll email you:

  • Return Authorization Number
  • Shipping instructions
  • Return address (our warehouse in San Antonio, TX)

Step 3: Ship Your Return

Package your items securely and include:

  • The original packing slip or invoice
  • Your Return Authorization Number clearly visible

Note: We recommend using a trackable shipping service. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days after we receive your return
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

For exchanges, we’ll ship your new item once we process the return. Standard shipping rates apply unless the exchange is due to our error.

Damaged or Incorrect Items

If you receive a damaged item or incorrect product:

  • Contact us within 48 hours of delivery
  • Include photos of the damaged item/incorrect product
  • We’ll arrange for a replacement or return at no cost to you

Questions?

Our customer service team is ready to help with any shipping, return, or exchange questions.

Contact us at:

  • Email: [email protected]
  • Mail: Portwest Sales, 1160 Sigley Road, San Antonio, TX 33576, USA

We appreciate your trust in Portwest Sales for your gardening and outdoor tool needs, and we’re committed to making every transaction as reliable as our professional-grade equipment.