Customer Service
Are NDI products ‘real’ or ‘preserved’?
Thank you for asking but, no. Most of the items offered by NDI are quality fabric reproductions but we had you fooled, right?
NDI is known as the premier manufacturer of artificial flowers, plants and trees. Most of our products are made of a polyester fabric/silk blend and we incorporate a few organic materials in our designs as well. NDI’s signature watergardens contain a life like water look, which is created by using acrylic.
Can a set be broken up Example: P1441-116/3?
No, a set can’t be broken up. P1441-116/3 is a Set of 3 and it must be sold as a set. We cannot break down sets to be sold individually.
Can NDI products go outdoors?
NDI does not recommend the use of our product outdoors. Most of our components are make of some form of fabric or PVC material and will fade and be damaged if placed in direct sunlight or weather.
Do I have to be a member of the trade to purchase NDI products?
No. You can purchase NDI products directly from NDI online for retail, or you can visit an NDI dealer in your area to view their NDI product selection.
To become an NDI trade customer and receive trade pricing, you must be a member of the trade and provide a resale tax ID #, and a copy of your business license.
Do you do custom floral/greenery designs?
For orders of 25 or more, NDI will offer custom design services. Contact an NDI customer service representative to learn more 1-800-522-2627.
Please note, custom pieces are non-returnable.
How do I receive an NDI retail catalog?
NDI does not offer a catalog for our non-trade customers. Retail customers must make their selections online or through an NDI Dealer.
How much will the shipping be for my order?
The shipping cost for retail orders is included in the price of the product. There is no additional charge for shipping, unless you select an expedited shipping option.
NDI products will ship from our factory in Brewton, Alabama via FedEx or Common Carrier as noted in each product description.
Common Carrier shipments for residential deliveries will be contacted for an appointment as soon as your order arrives at the local terminal.
Is the cost of the container included in the price of the arrangements?
Yes. The container price is included in the price of all the arrangements. Trees are the only item sold by NDI which do not include the price of the container shown.
Is the cost of the container included in the tree price?
No. The cost of the container for trees is not included in the tree price. The price of the trees includes the price for you to receive the tree in a paper mache liner.
NDI offers a wide selection of optional containers for your trees, which would add to the cost of your tree, as selected. If an NDI optional container is not selected you will receive your tree in a paper mache liner.
If you select to purchase your tree in a paper mache liner you can put the tree in your own container but check the dimensions of the liner to ensure it will fit into your container at home.
What if I need to cancel an item/order?
All cancellation requests must be received in writing, by fax, mail or e-mail and must be received before an item is put into production in order for the cancellation to be processed.
What if I order an item that is out of stock or discontinued?
Back orders will ship as soon as possible and will be kept on order unless cancelled in writing prior to the order being put into production.
What is your return policy?
NDI retail returns must be made within 15 days of receipt and you are responsible for the shipping cost to send an item back. Damaged items must be reported within 5 days of receipt, or no credit will be given. Custom pieces are non-returnable.
Merchandise must be returned in the original box/packaging and be received back in the same condition as they were shipped. Items returned which are not properly packaged will not be credited.
If you need to return merchandise, please contact customer service to receive a return authorization number. If you return merchandise without contacting customer service first for a return authorization number, you will not receive credit.
For returns, contact customer service at 1-800-522-2627.
What methods of payment do you accept?
For online orders, NDI accepts MasterCard, Visa, American Express, and Discover.
When will I receive my order?
Every NDI item is custom made to order. The normal lead time to produce our products is 10-15 business days. This lead time does not include shipping time to you, even if an expedited shipping option is selected.
NDI offers expedited shipping services for FedEx items, which can be selected at checkout. Common Carrier pieces can not be expedited.
Note that choosing an expedited shipping method does not change teh manufacturing and/or processing time before your order can ship.