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 dependent on immediate care & consistent watering, starting from the moment it is delivered. It is essential to install & water the grass within 12 hours of delivery and maintain proper care while its root system is working toward establishment. Most common delivery day grass concerns are resolved once the grass is planted & watered appropriately while establishing (usually within the first few weeks).
Any concern regarding the delivered grass must be submitted with pictures on the delivery day. Please take a picture or two of the issue observed upon receiving your grass, ensuring the quantity is reflected. Then, proceed to install & water the grass, documenting any issues with photos reflecting the concern as you plant the grass, when appropriate. Once you complete the same-day installation & water the grass in, take a photo or two of the entire install area, ensuring the quantity of grass you have deemed defective is recorded in the image(s). With your pictures handy, you can now head to our website to submit your delivery-day concern by filling out our Concerns Form.
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.