Canceling & Rescheduling
Order cancellations & rescheduling requests are accepted up to 72 hours before the scheduled delivery date. The Grass Outlet will harvest all grass orders on the day before delivery, so it’s crucial that we receive the notice before final arrangements for harvesting your grass are made. While we do our best to accommodate requests to modify deliveries, take care to notify us before the 72-hour window to ensure the changes can be made. To cancel or reschedule your order, you must submit your request by phone or email during business hours, no less than 72 hours before deliveries begin on the morning of scheduled delivery.
Refunds & Exchanges
Grass is a living plant that requires immediate care and consistent watering upon delivery. It’s essential to install and water the grass within 12 hours to help its root system establish itself. Most delivery-related issues are resolved when the grass is properly planted and watered, usually within the first few weeks.
Upon delivery, take one or two photos of any visible issues, ensuring the quantity is clear. After photographing, install and water the grass, documenting any further concerns with additional photos. Once the installation is complete, take a picture of the entire area, showing the quantity of grass you think may be defective. With your photos ready, visit our website to fill out the Concerns Form and submit your delivery-day issues.
Grass Concerns:
Grass must be installed on the same day it’s delivered, requiring immediate care and water. Report any issues with photos on the delivery/installation day, as there is no warranty afterward.
Same-day Concern Steps:
Use your phone to document issues and quantities during installation, including broad installation photos.
Upload photos and submit the concern by 8 AM the next day via the link in your Grass Care Guide email or online.
Our Resolutions Manager will reach out with the next steps within 24-hrs
What to expect: During the establishment period (3-6 weeks), we conduct weekly check-ins once the concern is submitted. If the grass doesn’t establish properly within this timeframe, we can discuss replacement or a refund.
For concerns that arise after the delivery day, report them immediately to get assistance in identifying potential causes for the decline and possible solutions.
Delivery
The Grass Outlet schedules all deliveries between the hours of 7 AM & 2 PM. Delivery rates on the website assume the shipping address is accessible by an 18-wheeler tractor truck & trailer. Sufficient room for the delivery truck to access the area and then turn around or exit the site by through-streets, clear of low-hanging trees, must be available.
Pallets will be unloaded onto the driveway or curbside on the street in front of your home. Any request to deliver to an area other than a driveway is left to the discretion of the homeowner & delivery driver. The Grass Outlet is not liable for any property damage resulting from such deliveries. In the event the customer’s shipping address does not adhere to the standard delivery description, we ask that it be noted in the delivery notes, and a rate of $50 per half-hour may be charged for the extra service.
