You can now track the status of your order, report specific concerns about your purchased product, and leave us feedback all in one Customer Care Centre online platform.
To help you navigate through the page, we’ll give you a step by step guide on how to look into your specific queries or concerns.
How to Track Your Recently Placed Order
We understand your need to follow through on your placed order/s. This page will help give you recent updates regarding your purchased product from planning stage to the point of delivery.
Here’s how to track your order:
Step 1: Go to Garden Buildings Direct homepage. Click on the “Sign In” located at the top of the page.
Step 2: Under Returning Customer, log-in using your email address and the password created upon your first checkout.
Step 3: You will be directed to the dashboard that automatically shows the “Open Orders” tab. This is the list of your orders that have yet to be delivered.
Here, you get a quick view of the details of your order. This includes Order Reference Number, Date Ordered, Total Cost, Shipping Address, Delivery Date, Product Ordered, and the Actual Status of your Order.
Order Status Reference:
| ORDER STATUS | WHAT IT MEANS |
|---|---|
| Unplanned Booked a Day Rebooked a Day Replan Planned Booked in Picking Picking/Picked Despatched Delivered |
No delivery date chosen / The carrier is not Paragon-compatible The order is booked with a specific date The order was rescheduled and has a new delivery date The order was rescheduled but doesn’t have a new delivery date The load is being checked by the planner The order is successfully checked The order is ready to be picked The order is already picked and ready to be despatched The order is already in transit The order is already sent |
Step 4: To learn more about the details of the delivery, click on the “Track Your Order” tab located at the right of the dashboard. This will take you to a full page view of your purchased product. It indicates the name of the product, extras included, quantity, price, and a downloadable user guide, if applicable.
A map of the Delivery Location is also available as reference for the shipping address and the current status of the order.
How to Change Delivery Date
You may choose to change the date of delivery for your convenience. Note, however, that changing of delivery date is available at certain points of the order status, that is, from Unplanned to Booked a Day statuses, only.
To change your preferred delivery date:
Step 1: Click on the “Change Delivery Date” tab located at the right of the dashboard. A pop-up calendar card should appear in the screen.
Step 2: Choose among the dates indicated as “Free.”
Step 3: Click “Change Delivery Date” when you are done choosing or “Cancel Change” if you choose not to proceed with the change in date.
How to Edit Delivery Instruction
If you need to leave a message or change an instruction regarding the delivery of your item/s to your address, you may do so by following the guide below.
Step 1: Click on the “Edit Delivery Instruction” tab at the right of the dashboard. A pop-up delivery instruction card should appear in the screen.
Step 2: Click on the drop down menu to choose your special instruction for the driver.
Step 3: Once you’ve picked your instruction, click “Submit.” You may also choose not to proceed by clicking on “Cancel.”
How to Report a Damaged Item or Part
If you noticed a damage on your product upon receiving the item, you may report the issue immediately or within 14 days after the product was delivered. Please do a thorough check of the product and its parts, beforehand.
Here’s how to send a report about your damaged item or part.
Step 1: On your dashboard, click on the “Report Damaged” tab. This will take you to a new window indicating the Order Reference Number of the product to be reported.
Step 2: Fill out the form accordingly. For question #2, refer to the package/manual to see the specific Part Description you wish to report about.
Step 3: You may also send a special instruction or message by filling out the box below the page.
Step 4: Hit “Submit Now” to notify us of this issue.
How to Report an Incorrect Item or Part
On the off chance that you received an incorrect item or part, you may send us a quick report about the issue. Please make sure that you have checked on the items and the manual thoroughly.
Follow these simple steps to notify us about the problem:
Step 1: On your dashboard, click on the “Report Incorrect” tab. This will take you to a new window indicating the Order Reference Number of the product to be reported.
Step 2: Fill out the form accordingly. For questions #1-2, simply tick on the right answer.
Step 3: On question #3, you may tell us more about the incorrect part and other special instructions you want us to consider.
Step 4: Attach a photo of the reported item and its pack, if applicable.
Step 4: Once done, click “Submit Now”.
How to Report a Missing Item or Part
Check the delivered package and verify all the items included. If you are missing something, refer to the list of parts and take note of the item. Notify us about the problem immediately or within 14 days after the product was delivered.
Step 1: On your dashboard, click on the “Report Missing” tab. This will take you to a new window indicating the Order Reference Number of the product to be reported.
Step 2: Fill out the form accordingly. For question #2, refer to the package/manual to see the specific Part Description and quantity of the missing item.
Step 3: You may also send special instructions or message by filling out the box below the page.
Step 4: Hit “Submit Now.”
How to Return a Product
In the event you’re unhappy with your purchase, you may choose to return the product to us. Please note, however, that you are entitled to return a product within 14 days upon delivery, only. and that the products are still in their best condition. Charges may also be applied to cover the cost of collection.
If you need to proceed with the returns:
Step 1: On your dashboard, click on the “Returns” tab. This will take you to a new window indicating the Order Reference Number of the product to be returned.
Step 2: Fill out the form accordingly. Include a special instruction or message regarding the order or collection of the product.
Step 3: Click “Submit Now” when finished.
How to Send Feedback and Suggestions
Do you have any feedback or suggestions about your purchased product? Be it positive or otherwise, you may send us your message through the Customer Care Centre. Here’s how:
Step 1: Click on the “Leave Feedback” tab located at the right of the dashboard. You will then be directed to a new window.
Step 2: Type your message in the comments box shown on the page.
Step 3: You may also attach a photo or your purchased item or part by clicking on the camera icon below the comments box.
Step 4: Click “Submit.” Rest assured that your feedback and suggestions will be given utmost regard and consideration.
How to Write a Product Review
Are you happy with your order? We would definitely love to hear from you. And if you want to voice out your opinion, you may write a Product Review on our site. Here’s how.
Step 1: On your Customer Care Centre dashboard, click on the “Write a Product Review” tab. You will then be directed to the Review Section of the website’s product page.
Step 2: Fill out the form with your name and email address or log-in using your facebook account.
Step 3: Write your review or testimonial by typing in the message box.
Step 4: Rate the product from 5 to 1 star, with 5 being the highest rate.
Step 5: Type in the verification code as seen beside the verification code box.
Step 6: Once done, hit “Send the Review Now.”
How to View Your Delivered and/or Cancelled Orders
The Customer Care Centre allows you to view details of your cancelled orders or orders that have successfully been delivered.
Here’s how:
Step 1: On your dashboard, click on the “Orders” or “Cancelled Orders” tab. This will take you to the respective pages.
Step 2: Check on the details of the orders by clicking on the available tabs.
How to View Your GBD Account
To see details of your personal account:
Step 1: At the left panel of your Customer Care dashboard, click on the “Your Account Details” tab.
Step 2: Check on the details provided, that include your name, email address, post code and password.
How to Change Your Password
If you want to change password for your GBD account:
Step 1: At the left panel of your Customer Care dashboard, click on the “Your Account Details” tab.
Step 2: Click on the “Change Password” tab in the password detail box. A pop-up Change Password card should appear in your screen.
Step 3: Fill out the card by typing in your existing password and your new password.
Step 4: Hit ‘Update Password” to effect the change.
Got More Queries?
If you have other questions, concerns, and clarifications to raise regarding your purchase that are not covered in our Customer Care Centre, you may contact us and talk to our customer service representatives, who are always ready to assist you.
To give us a call:
Step 1: At the left panel of your Customer Care dashboard, click on the “Call Us” tab. A pop-up Call Us card should appear in your screen.
Step 2: Dial the number indicated on the card. Please take note of the office hours and days when you may be able to reach us.