Contact Us

Signing in as a Member

How do I receive my member discount?

If you have already registered for an account, simply sign in with your email address and password and you will automatically receive your member discount at checkout. If registering for the first time, use the email associated with your Fairchild Membership, select, “No, I’d like to register,” and then click “Sign in.” Your membership will automatically be linked to your store account, and your member discount will be applied at checkout after you complete the registration form. If you do not know the email address associated with your membership, or your membership is not automatically linked when you click “Sign in,” simply enter the member number found on the back of your membership card when you complete the registration form.

Your member number can be found on the back of your membership card.

I have already created an account, but am unable to link my membership number.

If you have created a store account, but forgot to link your member number or you experienced difficulty linking your member number, please contact us at shop@fairchildgarden.org.

Purchasing Tickets

How do I receive my member discount on event tickets?

Please sign in or register as a member following the instructions above in the “Signing in as a Member” section. If you encounter any difficulty purchasing member tickets to an event, please contact us at shop@fairchildgarden.org. All tickets can also be purchased in person at The Shop at Fairchild on the day of the event.

How do I receive my eTicket?

To access your eTicket after placing your order:

  • Click on the link in your order confirmation email.
  • You may be prompted to login again.
  • Click “download and print”.
  • Your eTicket will either automatically download or you will be prompted to download.

You can also always access your eTicket in the “purchase history” section of your account.

Please note that eTickets cannot be gift wrapped or gift messaged. If you are sending a gift, you may want to consider purchasing a gift card instead of eTickets.

How do I request a refund?

Please contact us at shop@fairchildgarden and include your name, telephone number, and order number if you have it available. We will look up the order and call you to obtain your credit card information in order to process the refund.

How do I change my ticket to another day?

General admission tickets are valid for daytime admission any day of the year and never expire. (Fairchild is closed on December 25.) For event tickets, please contact us at shop@fairchildgarden.org to change the date or request a refund.

Shipping

When will my order arrive?

We make every attempt to ship out all orders by the next business day, but there may be times when it takes us up to three business days to process your order. After your order ships, please allow extra transit time. Gift cards are shipped via U.S. mail. Merchandise orders are shipped via Fed-ex. Please see the Fed-ex delivery estimate map below.

Please note that all Emilio Robba orders are fulfilled directly from the Emilio Robba company. In most cases, all orders are shipped out the next business day, but there may sometimes be a processing time of up to three business days.

If you have an urgent order, please call us at 305.667.1651 x 3305.

Do you offer less expensive shipping methods for international orders or orders outside the continental U.S.?

We will gladly ship these orders via the U.S. mail. Please contact us at shop@fairchildgarden.org or 305.667.1651 x 3305 and let us know the zip code and country where we will be shipping. Please include which items you would like to order. We will respond with shipping options as soon as possible.

Ordering

I received an error when I placed my order. Was I charged? Did you receive my order?

Please contact us as soon as possible at shop@fairchildgarden.org or 305.667.1651 x 3305. Please provide as much information as possible about the order.

How do I change or cancel my order?

Please contact us as soon as possible at shop@fairchildgarden.org or 305.667.1651 x 3305. If the order has not shipped yet, we will gladly change or cancel the order.

Do you offer gift wrapping and gift messaging?

When you check out, simply click the “gift options” button on the right side of the page in order to add gift wrap and/or a gift message. These options are always complimentary. Please note that Emilio Robba orders are fulfilled directly from the Emilio Robba company, including gift wrapping and messaging. Please note that tickets cannot be gift wrapped or gift messaged.

Returns and Damages

How do I return an item?

You may return merchandise within 30 days of receiving the order. As soon as the items are received, we will process a refund minus the shipping charges. Please package your items securely and send the package via a traceable carrier. Fairchild is not responsible for any damage or loss incurred during return shipping.

Our returns address is:

Attn: The Shop at Fairchild

Fairchild Tropical Botanic Garden

10901 Old Cutler Road

Coral Gables, FL 33156

What if my order arrives damaged?

Please save the entire order for Fed-ex inspection, including the merchandise, the box, and the packing materials. Contact us at shop@fairchildgarden.org or 305.667.1651 x 3305 within five days of the receipt of the package. We will ship you a replacement or issue a refund, and initiate a claim through Fed-ex.