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Frequently Asked Questions

For your convenience, we have listed our frequently asked customer questions below. Please scroll through the list of questions below, and click on a specific question to find the answer.


Company
square Does Winston Brands Incorporated have a retail store?
square How do you select the products you offer?
square Does Winston Brands Incorporated design its own products?
square Do you offer wholesale, resale, or dropship programs?
square Does Winston Brands Incorporated accept suggestions from customers?
square How do I get a print catalog?
square How can I find job opportunities at Winston Brands Incorporated?

Product Searching
square How many products do you carry online?
square I can't find the product I want. How do I search for it?

Registration/Login
square What are the benefits of becoming a preferred customer?
square Do I have to register to place an order?
square I forgot my username and/or password to login. What do I do?
square My login is not working. What do I do?

Shipping & Taxes
square Can you ship my order to a different address?
square What locations do you ship to?
square What are your shipping and tax rates?
square How can I find out my order status?
square When will I get my backordered items?
square Why did I receive my order in multiple shipments?

Privacy & Security
square Is my online order and credit card secure?
square What will you do with my name, e-mail address, and other ordering information?
square My browser is showing that your certificate has expired? What do I do?

My Favorites
square What is My Favorites?
square Where can I find My Favorites?
square How do I create a My Favorites?
square How do I purchase items from My Favorites?
square Is My Favorites accessible to others?
square How many items can I add to My Favorites?
square How long will items in My Favorites be saved?
square If I add an item to My Favorites, does it reserve that item for me?
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Ordering
square What should I expect once I place an online order?
square What happens if I purchase an item, and the price is incorrect on the website?
square If I see an item with a lower price on the website, can I get the same price through the catalog?
square If I order online, how do I get the special offer featured on my catalog?
square I came to your site through a Winston Brands Incorporated email. Where do I enter the promo code?
square I came to your site through an affiliate or search link . Where do I enter the promo code?
square How many promo codes can I use on one order?
square Is there a limit on the number of items I can purchase?
square How do I quickly order items from a catalog?
square Can I cancel an order after it has been submitted?
square What should I do if I get a "Server Error" message?
square Can I use my Green & Gold Membership for orders placed online?
square Can I use my Green & Gold Membership with other offers?
square Do you have Spanish-speaking associates available to place my order by phone?

General Horticulture Questions
square I just got my plant and it looks bad. Is it dying?
square There's mold on my plant when it arrived. What do I do?
square My plant has white stuff on the leaves. What is it?
square Can I return a horticulture item?

Payments
square Which credit cards do you accept?
square Can I use a Winston Brands Incorporated Merchandise Certificate online?
square When will my credit card be charged?

Returns
square What is your return policy?
square What if I'm not satisfied with my order?

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Company

Q: Does Winston Brands Incorporated have a retail store?
A: Winston Brands Incorporated does not have retail store locations. However, we carry hundreds of items up to 65% off our already low catalog prices on our website Sale and Clearance sections.

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Q: How do you select the products you offer?
A: Since the company began, Winston Brands Incorporated has selected products with our customers in mind. Our merchandising team travels worldwide looking for incredible values and unique products, as well as designing hundreds of products in-house.

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Q: Does Winston Brands Incorporated design its own products?
A: Winston Brands Incorporated has its own talented merchandising team, who design products with our customers in mind. From the original idea to the package on your doorstep, each of our one-of-a-kind products will leave your family and friends wondering "Where in the world did you find that?" Be sure to look for the Exclusively Ours icon in our catalogs or the Exclusively Ours section of our site to see all of our unique designs.

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Q: Do you offer wholesale, resale, or dropship programs?
A: Winston Brands Incorporated does not participate in the wholesale, resale, or dropship business.

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Q: Does Winston Brands Incorporated accept suggestions from customers?
A: We invite all of our customers to send us comments and suggestions. For company, product, or customer service suggestions, please submit your comments through our customer service page.

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Q: How do I get a print catalog?
A: To request our latest print catalog, please visit our catalog request page and complete the request form. Your catalog should arrive in approximately 3-4 weeks.

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Q: How can I find job opportunities at Winston Brands Incorporated?
A: To inquire about job opportunities at our Wichita, Kansas, Elk Grove Village, Illinois, or Melrose Park, Illinois locations, please visit our job opportunities page.


Product Searching

Q: How many products do you carry online?
A: Our online store carries thousands of products from a combination of our catalogs. You can find all of our new arrivals and exclusive designs on our websites, as well as the latest sales and specials.

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Q: I can't find the product I want. How do I search for it?
A: To search for a product, you can use the Search feature located at the top of the every page on all of our websites. Simply enter any item number, product name, or product category and click “Search.” We will display all products that match your search. If the product you are searching for is located on a different site than the current site you are visiting, you will be provided with a link to the site where the product is sold.


Registration/Login

Q: What are the benefits of registering?
A: As a registered customer, you will enjoy the benefits of:
gold check Faster Checkout
gold check Online Order Tracking
gold check Wish List
gold check Exclusive offers

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Q: Do I have to register to place an order?
A: Our website does not require you to register to place an order. However, registering will allow you to checkout more quickly, by having your address automatically entered at checkout. Registering also allows you to view your order history, as well as the order details.

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Q: I forgot my username and/or password to login. What do I do?
A: You can have your login emailed to you in minutes. Just enter your email address at our password request page, and both your username and password will be sent to the email address you enter.

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Q: My login is not working. What do I do?
A: If your login is not working, we first suggest you go to the password request page to have your login resent to you. If you try your login again and it still doesn't work, please contact our Webmaster through our online form.


Shipping & Taxes

Q: Can you ship my order to a different address?
A: Your order can be shipped to a different address, however, we can only accept one shipping address per order. A new order will need to be created for each address that you'd like merchandise shipped to. To ship to a different address, please uncheck the box “My billing and shipping information are the same,” box on the “Billing Info“ page. When you click “Continue,“ the next page, “Shipping Info,“ will prompt you to enter the Shipping Address.

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Q: What locations do you ship to?
A: Winston Brands Incorporated ships to the continental United States. For additional shipping charges, we also ship to Alaska, Hawaii, Puerto Rico, and all U.S. Territories. To view our shipping rates and delivery times, please visit our shipping information page.

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Q: What are your shipping and tax rates?
A: To view our shipping rates, shipping locations, delivery times, and tax rates, please visit our shipping information page.

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Q: How can I find out my order status?
A: You can check your order status two ways. First, you can go to our order status page and enter in the order number and your last name to search for the order. Or, if you are registered as a preferred customer, you can login and click the Order History link on the My Account page.

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Q: When will I get my backordered items?
A: When you checkout, Winston Brands Incorporated provides backorder estimated shipping dates in the shopping cart, on the payment page, and on your order confirmation. This date is when we expect to have your item(s) back in stock, billed, and shipped. To get a current status of your backorder, please go to our order status page and enter in the order number and your last name to search for the order.

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Q: Why did I receive my order in multiple shipments?
A: It is our policy to send you your merchandise as soon as possible. Our ability to ship an order depends upon availability, size, weight, and compatibility of items ordered. Any out-of-stock merchandise will be sent when it becomes available. You will not incur additional shipping charges for multiple shipments.


Privacy & Security

Q: Is my online order and credit card secure?
A: Winston Brands Incorporated understands the importance of protecting you and your credit card information. Our sites are equipped with VeriSign® Secure Buy software, providing advanced security encryption technology when sending your account and order information over the Internet. This technology is state-of-the-art in commercial web transactions. All personal data and credit information is encrypted during transmission and is for our internal purpose only.

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Q: What will you do with my name, e-mail address, and other ordering information?
A: We value and respect the privacy of our customers and make our privacy policy available to everyone on our website. Our privacy policy details how and when we collect your personal information, and how we protect it. Our website does not automatically collect any personal information on our visitors, including as names, emails, or postal address.

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Q: My browser is showing that your certificate has expired? What do I do?
A: Winston Brands Incorporated utilizes SSL (Secure Socket Layer) certificate encryption for sensitive information to be transmitted on our web site. Recently, Winston Brands Incorporated has updated our SSL certificate with Verisign ( http://www.verisign.com ), the leading web site security registry. The new format of this Global Server ID issued by Verisign can cause older browsers to inaccurately state our certificate has expired. Netscape Navigator versions 4.05 and earlier as well as Microsoft Internet Explorer versions 4.01, 4.5 and certain instances of 5.0 may include a security component which has expired. If you have not updated your browser, you may see a warning message when accessing secure parts of our website. The message may state the certificate used to protect the transmitted information has expired. This is inaccurate. In fact, the root certificate of the browser is actually out of date.



To address this issue, you may do one of three things:

  • gold check Click past the warning. This is just an alert. You can click "Continue" to pass it, however, you will continue to receive the warning whenever you attempt to access a web site using a newly updated certificate for SSL encryption. You may also click on the Verisign Secure Site image displayed at the top of our web pages to verify the information regarding our certificate directly from the Verisign web site.

  • gold check Upgrade your browser. Download a new version of Microsoft Internet Explorer or Netscape Communicator . The new versions of these browsers have updated root certificates that have not expired.
  • gold check Update you browser's root certificate. Further information can be obtained from Verisign at the following Internet address: http://www.verisign.com/support/site/rootDoc.html


My Favorites

Q: What is a My Favorites?
A: You can view your My Favorites by clicking on the "My Favorites" button at the top of every page. If you are not logged in, you will be prompted to log in and then you will see the contents of your My Favorites.

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Q: How do I create My Favorites?
A: To add items to your My Favorites, simply click "Add this item to My Favorites" from the product page or "Move to My Favorites" from your shopping cart. Items added to your My Favorites will remain on this list for 45 days. We will display the item availability (for example: in stock, sold out, or backordered) in your My Favorites.

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Q: How do I purchase items from My Favorites?
A: To purchase an item from your My Favorites, scroll down to the item on your list and select "Add" under the "Add to Cart" column.

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Q: Is My Favorites accessible to others?
A: Your My Favorites is personal and is not intended to be a gift registry for others to see. Others can only see your My Favorites if you allow them access to your customer account.

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Q: How many items can I add to My Favorites?
A: There is no limit as to how many items can be placed on your My Favorites.

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Q: How long will items in My Favorites be saved?
A: Items saved in your My Favorites have no expiration date. We will display the item availability (for example: in stock, sold out, or backordered) in your My Favorites.

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Q: If I add an item to My Favorites, does it reserve that item for me?
A:

Winston Brands Incorporated does not reserve items that you have in your My Favorites. Items on your My Favorites can go out of stock, even if it is stored in your My Favorites. Items in your My Favorites that are no longer available for purchase will be noted as "out of stock" under the "availability" column on your My Favorites page.



Ordering

Q: What should I expect once I place an online order?
A: At Winston Brands Incorporated, we want to make your online orders as easy as possible. To find out “how to shop” on one of our sites, please click here. Once you submit your order, we will send you an e-mail confirming that we have received your order. We will e-mail you a second time notifying you when your order has been shipped from our fulfillment center. You are welcome to track your order at anytime by going to our order status page.

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Q: What happens if I purchase an item, and the price is incorrect on the website?
A: We strive to provide you with error-free website pricing. If you find an incorrect price on the web, please contact our Customer Service Department through our online form or speak directly to a Customer Service representative at 1-620-584-8000. Customer Service is available 7 days a week, 6 AM – Midnight CST. Descriptive, typographic and photographic errors are subject to correction.

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Q: If I see an item with a lower price on the website, can I get the same price through the catalog?
A: Many of the lower prices on our website are web only sales and special pricing. In order to get these prices, you must place your order online.

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Q: If I order online, how do I get the special offer featured on my catalog?
A: The "Catalog Quick Order" page on the website and the "Shopping Cart" both provide a box to input the Promo Code located on the back of your catalog. Your offer or discount will be applied at checkout, on the "Shopping Cart" page.

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Q: I came to your site through a Winston Brands Incorporated email. Where do I enter the promo code?
A: When you receive a promotional email from one of our brands, copy the Promo Code that is listed in the footer of your email (the promo code is 6 characters long). When you are reviewing the selected items in your "Shopping Cart", enter the Promo Code in the promotional code box located above your "Estimated Order Total." If the email featured a special offer, the discount will be applied at checkout on the "Payment Info" page. To sign up to receive promotional emails, please register as a preferred customer.

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Q: I came to your site through an affiliate link or search link. Where do I enter the promo code?
A: Affiliate links are similar to Winston Brands Incorporated emails, described in the previous topic. Copy the Promo Code from your affiliate coupon/page and enter the Promo Code on the "Shopping Cart" page. If the affiliate promotion code featured a special offer, the discount will be applied at checkout on the "Payment Info" page.

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Q: How many promo codes can I use on one order?
A: Our website is set up only to accept one promo code per order.

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Q: Is there a limit on the number of items I can purchase?
A: We reserve the right to refuse any order placed with us or to limit or cancel quantities purchased per person, per household or per order. If we limit or cancel an order, we will notify you through the email, billing address or telephone number you provided when the order was placed.

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Q: How do I quickly order items from a catalog?
A: To make catalog orders easier online, we have a catalog quick order page available. You can easily enter the Promo Code and the item numbers from your catalog, as well as the quantity you want of each item. After you have entered this information, click “Add to cart” and all of your items will be entered into your shopping cart.

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Q: Can I cancel an order after it has been submitted?
A: Orders that have advanced to the fulfillment process cannot have items added, removed, or be cancelled. To check the status of your order, contact our Customer Service team at 1-620-584-8000. Customer Service is available 7 days a week, 6 AM – Midnight CST.

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Q: What should I do if I get a "Server Error" or “Site Busy Error” message?
A: We strive to provide you with error-free websites ordering and navigation, but sometimes technical difficulties may cause server errors. If you receive an error, there may be instructions accompanying the error message. If there are no instructions, please contact our Webmaster through our online form. In your message, please include a brief description of what happened, the date and time you encountered the error, your geographical location, the name and version of your browser, and the name of your Internet provider (e.g. Comcast).

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Q: Can I use my Green & Gold Membership for orders placed online?
A: Yes. The Green & Gold Membership discount is available for orders placed through all ordering channels. We strive to make the ordering process easy and this discount should be applied automatically.

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Q: Can I use my Green & Gold Membership with other offers?
A: Yes. You can combine your savings with other discount promotions. Your Membership savings is automatic, so you can use any promotion code with your order!

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Q: Do you have Spanish-speaking associates available to place my order by phone?
A: Yes, our Spanish speaking associates are available by phone to place your order or assist with any questions, Monday- Friday, 8:30 am- 5:00 pm CST. If calling outside of this time window you will be given the option to leave a message and we will return your call.


General Horiculture Questions

Q: I just got my plant and it looks bad. Is it dying?
A: Most plants are picked and packed from a dormant state 3-5 days before they arrive to your door. They might arrive in various forms - bareroot, bulb, field-grown division, cell, or in pots. Being without sunlight and water can take a toll on the current foliage. This foliage may be yellow, wilted, or even drop off. This is completely normal, although you might think it appears dead. Read through and follow the entire Planting Guide provided before proceeding to plant. Once your plant is replanted at its new home it will begin to sprout new foliage within a few weeks. Just give it time to set its roots before you expect new foliage. Most plants bounce back fine. 

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Q: There's mold on my plant when it arrived. What do I do?
A: Sometimes when bulbs and bareroot plants are shipped, white mold forms on them. This does not affect your plants in any way. It is just from the climate in the truck changing through different parts of the country. The mold generally wipes off with a damp towel.

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Q: My plant has white stuff on the leaves. What is it?
A:
  • If the white is powder-like, it is most likely a type of mildew that can be taken care of with fungicide.
  • If it is more like cotton, you may have a spidermite infestation and will need to get a pesticide.
  • Make sure to cover the entire plant- branches, the tops and undersides of each leaf- with your treatment.

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Q: Can I return a horticulture item?
A: Since horticulture items are living plants, we do apologize but they cannot be returned. Up until a plant has been picked, packed and shipped out, it is in a protected growing environment for dormancy. Once we remove the plant from this fragile state, it is expected to be planted into soil immediately upon receipt by the customer. Any extended delay in planting may cause the plant to have unfavorable results. If you received a wrong plant or if you believe the plant arrived dead, please contact our Customer Care department at 620-584-8000 or email them at CustomerService@collectionsetc.com

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Payment

Q: Which credit cards do you accept?
A: We accept Visa, MasterCard, American Express, Discover, and PayPal.

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Q: Can I use a Merchandise Certificate online?
A: Yes. There is an area available during check out that will allow the entry of a merchandise certificate that has been issued from Winston Brands Incorporated or one of its affiliates. Keep in mind, shipping and handling, processing fee, and any applicable sales tax must be paid for by credit card for online purchases.

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Q: When will my credit card be charged?
A: Your credit card is charged when the merchandise ships from our Fulfillment Center. Backorders are not charged until the merchandise ships.


Returns

Q: What is your return policy?
A: Your complete satisfaction is our number one priority. Winston Brands Incorporated offers a satisfaction guarantee for all of our merchandise. If for any reason you are not satisfied, simply return the item for exchange, refund, or full credit within 60 days* of the date of your purchase. Shipping and handling charges are not refundable. For returns and exchanges instructions, please visit our returns and exchanges page.

*Halloween returns must be received by 11/15/13, Christmas returns by 1/15/13. Furniture: Please contact us within 7 days for a complete refund, credit or exchange. Horticulture items cannot be returned.

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Q: What if I receive an item that is not what I ordered or it is damaged?
A: Your complete satisfaction is our number one priority. Winston Brands Incorporated offers an unconditional satisfaction guarantee for all of our merchandise. If for any reason you are not 100% satisfied, simply return the item for exchange, refund, or full credit within 60 days of the date of your purchase. Shipping and handling charges are not refundable. For returns and exchanges instructions, please visit our returns and exchanges page.

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Q: What if I'm not satisfied with my order?
A: Please give our customer service department a call at 1-620-584-8000 before taking any action so that one of our associates can assist you with your concern.

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