We use Fed Ex /USPS or LTL (Less Than Truck Load) based on the items ordered. We are unable to offer expedited shipping.
Your shipping charges are estimated during checkout and will show before you finalize your order. In some cases, your shipping charges may be different from the estimated charges. Whenever possible we will combine items into one package in order to reduce the shipping charges. When this occurs we will adjust your total to reflect the savings. In the event that shipping is more than the estimate at checkout, we will notify you prior to shipping your order.
Unless we are out of stock orders are fulfilled within 24 hours or less. You will receive an automated fulfillment email with tracking information. You may not be able to track your packages until the next business day.
LTL Freight Shipment
Pup-Grass and artificial grass infill products ship LTL. Freight carriers charge extra for bringing their equipment into a residential neighborhood. Unloading is your responsibility. Depending on the size of the roll, you will need anywhere from 1-5 people to unload your shipment without the risk of damage. In some cases, you may need a forklift with a carpet pole to unload Pup-Grass and/or pallets.
When you receive your shipment (whether by you or a third party), be sure you verify quantity. Make sure you inspect rolls and palletized items before and after unloading for damage and before signing paperwork provided by the freight company. Inspect for visible damage (if there is, be sure to note the damage on the receiving documents, call 1-877-781-7877 while the driver is there if possible). If you notice any damage, make certain to take pictures, be sure to have the driver acknowledge the damage with his notes and signature. If there is visible damage and it appears to be extensive, you can refuse the shipment. We can usually replace damaged items quickly, if noted on the proof of delivery.
Never have your material installed until you have verified your order is correct. There is no recourse once the material is installed. Wrong color, wrong size, or installation of damaged material does not constitute a warranty issue.