Questions and answers

Garden centres, wholesalers and other businesses selling garden products, with an active registered business. Accounts are opened against a tax ID.

A few minutes. Once you enter your tax ID we pull your details from the Ministry of Finance VAT register, and after you click the link in the e-mail the account works straight away. Some applications get an extra check within one business day.

No. We check the account in the VAT register, the same register accounting uses to verify payments.

Yes. The account owner invites employees from the panel, under “My account”. An employee places orders and sees the history, but does not change company details or invite other people.

Yes, though the range differs. In Poland we sell Protect Garden and Protect Home; in Czechia and Slovakia, Thermacell. Accounts are opened against the company registration number in its own country, and prices and currency follow the market.

The login screen has a “Forgot your password?” link. We send a reset link to the account address; it is valid for 60 minutes and ends all open sessions.

From the catalogue or from a list of codes. In the catalogue you add products to the basket; under “Quick order” you paste a whole list of codes and quantities at once. The basket shows your prices and the summary, then you choose the delivery address, optionally a delivery date, and confirm. You get the order number straight away and a confirmation by e-mail.

Prices are individual: they depend on the price group and the discounts assigned to your account. That is why the catalogue only opens once you are logged in.

Yes. The group discount and your individual discount are added together and applied to the list price in one step: 10% and 5% make 15%, not 14.5%.

You will see it in the cart and in the summary: we show the price from the moment you added the item next to the current one. We always calculate at the current price, and that is the price that goes on the invoice.

Yes, including the payment-term discount that used to appear only on the invoice. If something changes in the warehouse system after you place the order, an item running out for example, we show the difference plainly in the order history.

Yes. The minimum order value is 1,100 zł net, and from that amount delivery is at our cost. We do not ship smaller orders: the basket shows how much is missing and accepts the order only once the minimum is reached.

Some goods are sold only in full case packs, because that is how they are packed in the warehouse. The number of units per case is shown for every item in the “Case pack” column, and the quantity stepper moves in that increment.

Yes. In the order history every row has a “Reorder” button that puts the same items in the same quantities into your cart. Prices are recalculated to current ones, and unavailable items are skipped with a clear note.

Yes. Items with no stock show a “Notify me when back” link. We write once, to the company account address, the moment the item is back in stock. This is not a newsletter subscription.

Stock levels in the catalogue come from our warehouse system. If an item’s stock level is more than a few days old, we do not show it next to the item and it does not limit your order. To check availability, especially for a larger order, ask your account manager or customer service.

You will find labels and SDS safety data sheets on the product page in the panel. If a document is not there yet, write to customer service and we will send you the current version.

To the market where the account is registered: a Polish account is delivered in Poland, a Czech one in Czechia, a Slovak one in Slovakia. You choose the address when placing an order, and you add your store addresses yourself under “My account”. Addresses that came from our trade system are changed by customer service.

We dispatch orders within 24 hours on business days, unless you set a later fulfilment date when placing the order. For now the status in the panel is not updated as things happen, so for the exact delivery date ask your account manager or customer service.

Yes. The order screen has a “Preferred delivery date” field: the panel suggests the earliest date you can choose and will not accept anything earlier. The date travels with the order into fulfilment, so there is no need to send it separately by e-mail.

From the minimum order value (1,100 zł net) delivery is at our cost. We do not ship smaller orders, so the basket does not add a transport line and the summary amount is the value of the goods themselves.

Under “Orders” you can see every order you have placed, with its items and amounts. For now the statuses (placed, accepted, in fulfilment, invoiced) are not updated as things happen; you receive a confirmation e-mail when you place the order. To ask about the delivery date or what is happening with an order, contact your account manager or customer service and give the order number.

There is no such button in the panel. Write to customer service or to your sales representative with the order number, ideally before the order goes into fulfilment. The person you speak to will confirm whether the change went through.

Report shortages and transport damage within 3 business days of delivery - after that it is no longer possible to establish what happened to the shipment. You file the report in the panel, in the order details (for the whole delivery or for selected items), and you can attach photos. You can also contact customer service and we will file it for you. An accepted claim ends with the missing or defect-free goods delivered at our cost, or with a corrective invoice.

In Poland invoices are delivered through the national e-invoicing system along with your other accounting documents, so we do not duplicate them in the panel. In Czechia and Slovakia the panel does not show invoices yet: for an invoice or to check whether it has been paid, ask customer service or your account manager.

From the order itself: open the order in your history, file a claim for the whole delivery or for selected items, describe the problem and attach photos if needed. In the panel you can file it from the day after the order was placed up to 90 days; for an older order, contact customer service. The case goes to customer service, and you see the decision with its justification under “Complaints”.

Yes: a shorter payment term carries a discount, while a longer term uses the base price. The discount rate and the available terms depend on what you agreed with your account manager and are shown in the cart when you pick the payment method.