Orders from TurfDrop.com cannot be cancelled, changed, or returned. Any artificial grass (turf) cut to size is considered custom items and are therefore non-returnable. It is the customer’s responsibility to supply correct measurements and verify those measurements upon delivery.
We only replace items if they are deemed defective. For an exchange of the same item, email pictures to firstname.lastname@example.org with your order number within 14 days. You may be responsible for paying shipping costs to return your item and shipping is non-refundable. To be eligible for an exchange, your item must be unused and in the same condition that you received it and include all original materials. TurfDrop.com reserves the right to refuse an exchange, if product is used or damaged.
Please be sure to notify the driver of any damage to the roll. Be sure to mark it down on the shipping receipt and take photos for documentation. This is necessary in order to assist in providing a freight claim on your behalf. Please call our customer service the moment you see any visible damage. Damages not documented within 30 days from the date of receipt will be void. Shipping damage is not the fault or responsibility of TurfDrop.com, but we will provide assistance in the claim process with the freight company.
Concealed damage is typically hidden arrival and can be interior damage of a shipment. Unfortunately, freight companies allow only a brief window of time to report this type of damage. Please make every effort to un-package the roll and check for damages to the interior as soon as possible if you suspect this. If the center cardboard core is severely broken or damaged upon delivery, please make sure to note this with the driver on on their receipt, and take pictures for documentation.