SHIPPING:
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Q: How long does shipping take?
A: Orders will ship Xpress Global freight which is a third party shipping company. Turf Grass Factory does not own or control any aspect of Xpress Global's daily business. Delivery will take anywhere from 5 to 10 business days. The freight carrier will contact you to arrange a delivery window. Customers are responsible for the labor to remove the turf rolls from the truck. Also please advise us if you live in a restricted area so the freight company can prepare for the delivery of your turf order. Online tracking numbers will be provided for every order.
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Q: How much is shipping:
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A: We strive to keep shipping cost to a minimum.
Flat Rate Residential: $175.00
Flat Rate Business or Terminal Pick up: $85.00 (Business shipping does not apply to residential businesses.)
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We offer FREE SHIPPING To Businesses and TERMINAL PICK UP for online orders only of a 15X50 or 750 square feet or greater.
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There is a $25.00 cut fee added to orders that are a 15X50 or smaller.
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Click link Xpress Global Service Centers to check for a terminal near you.
RETURNS:
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Q: What is your return policy?
A: Returns can be made with Turf Grass Factory's direct approval. Please contact your sales person and advise them of the issues. If approved, and the product has not be unrolled or used, then the customer will be provided with the return shipment authorization information. The customer is responsible for return shipping cost and getting the rolls back to the shipping terminal. Returns that are not defective will be charged a 20% restocking fee. All return approvals are at Turf Grass Factory's own discretion.
Q: Do you refund?
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A: Refunds are given only in the situation of a defective unused good. If a refund is requested a replacement must first be offered. Refunds are at Turf Grass Factory's own discretion.
Warranty:
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Turf Grass Factory warrants its synthetic turf products to be free from major defects* in material or workmanship for a period of (10) years after delivery to the original customer. In the event that the synthetic turf, under normal conditions of use and service and subject to the limitations set forth herein, proves to be defective in material or workmanship not including some streaking* by the manufacturer, Turf Grass Factory will replace
the section of the problematic synthetic turf at no additional product cost to the customer. This warranty does not cover normal wear and tear associated with synthetic turf nor does this warranty cover failure of defects caused by misuses, negligence, modification, abuse or failure to comply with standard synthetic turf maintenance and operating instructions.
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Turf Grass Factory shall be liable under this warranty for defects only if Turf Grass Factory has inspected the problematic synthetic turf to ensure compliance with the following guidelines for cleaning: Regular cleaning of the synthetic turf shall take place to keep it free of dirt and debris. Periodic flush cleaning with water is advised. To the extent allowed by applicable law, this warranty sets forth Turf Grass Factory's sole liability and customers exclusive remedy with respect to the synthetic turf. Turf Grass Factory shall not be liable for multiple, incidental, special or consequential damages, including but not limited to damage or loss of other property or equipment, loss or profit from claims resulting from
contacts and/or agreements between clients or customers.
Turf Grass Factory is also not responsible for damages or problems due to the synthetic turf resulting from an improper installation of the turf that was not installed directly by Turf Grass Factory.
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* Highlighting, slight pile or thatch variations and slight discoloration are not considered a major defect.
* Discounted turfs and specials do not qualify for free shipping.
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