Frequently Asked Questions

Customer service is handled by you, the garden center. Refunds, delivery issues, and unhappy customers are managed at the store level because you control the website, supplier selection, product and plant mix, categories, and pricing. The customer relationship is between your garden center and the shopper—if something goes wrong, they will contact your store directly. We strongly recommend assigning a dedicated e-commerce point person at your garden center. When an issue arises, that person will work directly with the appropriate supplier contact to address the problem and set expectations with the customer. This approach keeps you in control of the experience while ensuring issues are resolved quickly and professionally. Work with your supplier to discuss any credit or refunds as needed.

The Post Office is the shared marketing content library for members of the E-Commerce Connect Program. It’s where we house ready-to-use, garden-center-specific marketing assets designed to support your online store and drop-shipping efforts—without starting from zero.  Members can copy templates, add their logo, plug in product links, edit freely, and publish across social channels. For garden centers without an internal marketing team, these assets act as a practical extension of your capabilities. For those with a marketing department, they serve as creative inspiration and a time-saving design baseline—keeping messaging consistent while still letting your brand lead.

For technical issues related to connectivity or your drop-shipping catalog, please contact our technology partner, OrderEase, at helpful@orderease.com. This inbox is monitored by project managers assigned to the E-Commerce Connect program. Typical response time is 3–5 business days, so we recommend reaching out as soon as an issue is identified to avoid delays. After your initial integration, it’s important to note that not all connectivity questions stem from OrderEase. In many cases, issues are related to e-commerce platform settings (such as Shopify or WooCommerce configurations) that may need adjustment. We frequently find these situations are resolved by reviewing store-level settings rather than the dropshipping connection itself. For members who do not have an existing site, we work with a Shopify developer who builds stores as part of onboarding. That developer can also assist with post-launch troubleshooting or configuration support if needed. Please note that developer assistance outside of onboarding may incur additional costs.

Workshops and seminars are part of the E-Commerce Connect™ Program—because tools without education don’t move the needle. Our sessions are designed specifically for independent garden centers focused on real-world execution, including launching and growing your online store, drop-shipping best practices, supplier education, marketing workflows, and operational expectations. We aim to provide quarterly workshops to support your success within our drop-shipping program.  Take a moment to visit our latest workshop -  Optimized to Sell: SEO Strategy for Growing Online, where members got to understand what SEO really entails and how it impacts their online listings.