Shipping policy
Policy
Our priority is to make our purchasing process easy and insightful for all customers. By providing the information below, we have greatly reduced the number of freight problems we have seen in recent years. This information applies to all e-commerce turf companies using commercial freight. No updates have been made to any white-glove service since 2020. We will continue to monitor alterations to see what is viable in the future.
What to Expect from Your Delivery?
IMPORTANT: The delivery to the residential address doesn't include
unloading the product from the truck.
Delivery will be curbside by all freight companies that are available to transport artificial grass. They do not have accessories for offloading content from the truck, nor do they provide white-glove support to the artificial grass industry. They normally make great efforts to support, though. While this might sound difficult task for certain customers, we ship huge rolls from our facilities daily, and seldom do our customers have trouble unloading rolls from the truck. If you are uncertain that a transport
truck will enter your road or your neighborhood, be ready to meet the driver at a convenient place to unload the freight. The driver is not responsible to back into your driveway. The artificial grass roll is huge and heavy, so make sure you get additional people to help. If you've any concerns about freight costs, don't hesitate to contact our sales team. We are glad to assist you with any issues or concerns you might have.
Don’t plan ahead until you have it.
• We are not responsible for the costs associated with the rescheduled installation due to delays in the supply of the
component. Please do not plan your installer until the product is in your hands.
Shipment Damages:
While we aim to ensure that any order delivers in one piece, if external damage is apparent upon arrival, kindly be sure to mention every broken roll on the driver's shipping invoice and recommend taking pictures for documentation.
• Whenever you see any damage, please contact us immediately. Damages not reported within 45 days after the date of receipt would be invalid.
• When there is an issue or an inconsistency with your turf, please contact us first, before you unroll the turf. If the turf has to be returned to us, the
freight companies need the turf to be rolled in a particular manner. Rollin, the turf for delivery can be quite challenging to do without getting the correct materials/machine on hand.
• Concealed damage is the term used by the freight firm to identify the internal damage to the shipment. Concealed damage is normally hard to find out when it’s delivered. Freight companies are given a relatively short window of time to report this kind of damage. Please make sure you unroll the roll and find any damage as soon as possible. Recommended taking a picture as part of the documentation.