Refunds, Cancellation, Rescheduling, and Delivery Policies
Cancellations or Rescheduling
The Grass Outlet will accept order changes, cancellations, and delivery rescheduling up to 72 hours before the scheduled delivery date. The Grass Outlet will harvest all grass orders on the day before delivery, so we must receive the notice before the grass is harvested. If you need to cancel, notification by phone or email is required to be submitted during business hours, no less than 72 hours before the scheduled first drop of the morning of scheduled delivery.
Refunds and Exchanges
Grass is a living plant and must be cared for from the moment it is delivered. It is important to install and water the grass within 12 hours of delivery and maintain proper care while its root system works toward establishment.
If a problem arises concerning the delivered grass, please email pictures on the same day of delivery. In the event of a defect, the customer can choose a delivery date on an available, scheduled truck to exchange the defective grass or receive a refund for defective goods.
The Grass Outlet schedules all deliveries between the hours of 7 AM and 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 area via through-streets, clear of low-hanging trees must be available.
The driver will unload the pallets onto the driveway or curbside on the street in front of your home. Any request to deliver in an area other than a driveway is left to the homeowner and delivery driver’s discretion. The Grass Outlet is not liable for any property damage resulting from such delivery. In the event the customer’s shipping address does not adhere to the standard delivery description, we ask that it’s noted in the delivery notes. Be advised that the driver may charge a rate of $50 per half-hour for the extra service.