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 harvesting the grass. If you need to make any such order changes, notification by phone or email must be submitted during business hours, no less than 72 hours before the scheduled first drop of the morning of the expected delivery.
Refunds and Exchanges
There is no warranty on the grass. Grass is a living plant that must be cared for 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 works towards its establishment.
Although there is no warranty, we will back our product if we are notified of the issue on the day of delivery with same-day photos. You can email a summary of your concern & pictures on the day of delivery to firstname.lastname@example.org.
Once we receive the email, we will reach out to you regarding the next steps in our process. Again, prompt notification & images are required on the delivery day for future refunds or replacement grass. Suppose best measures & proper irrigation do not recover the grass during the 3-4 week establishment period. In that case, we will work as quickly as possible towards a fair resolution, such as replacement grass or an appropriate refund/credit.
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 site 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. Requests to deliver to an area other than the driveway are left to the homeowner & delivery driver’s discretion. The Grass Outlet is not liable for any property damage resulting from such delivery. If 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.