Terms & Conditions
All purchases are considered final once payment has been received. If you
decide to cancel an order, a 25% fee will be applied to cover
restocking and handling costs. Orders that have been custom-cut to your
requested dimensions are not eligible for refunds unless a defect is identified
and processed through a warranty claim. For standard (non-custom-cut) orders,
cancellations are permitted up until the product ships from our warehouse.
After materials have been shipped, refunds will be limited
to the cost of the turf itself, excluding any shipping and handling charges,
which are non-refundable. Any approved refund—less applicable fees—will only be
issued once the returned product has been received at our facility. Please
allow 7-10 business days for processing.
NOTE: Turf Tek Direct is not responsible for
measurements of turf and/or accessories needed by the customer. Please make
sure to measure correctly.
• Full payment is required before any order is sent for processing.
• Turf Tek Direct is not responsible for costs related to installation delays caused by late deliveries. Customers should wait until materials are received before scheduling installers.
• In the rare event of a product issue, please provide your invoice number, details of the problem, quantities affected, and clear photos. A third-party inspection may be required. Resolution timelines typically range from 30-60 days.
• Customers must notify us of any issues before cutting, installing, or altering the product. Failure to do so will void any claim or refund eligibility.
• Damage caused by reflected heat (commonly from energy-efficient windows) is not covered under warranty. Reflective turf burn incidents are uncommon but can occur from reflection off of windows or other sources of heat that create temperatures over 200 degrees Fahrenheit, and should be addressed prior to installation.
Any legal disputes related to purchases will be handled in Suffolk County, New York, regardless of the buyer's location or shipping origin.
Custom Cut Orders
Any custom cuts are cut to order based on the length requested. While we guarantee you will receive at least the amount purchased, the actual length may be slightly longer. For example, an order for 15' x 40' may arrive as 15' x 41' or more. In some cases, extra length may be included to ensure sufficient material for installation. If you receive less than what was ordered, stop installation immediately and contact customer service.
Installers (or homeowners completing DIY projects) are responsible for all final trimming and seaming. Additional material or edge pieces are not grounds for claims or refunds.
What to Expect During Your Delivery:
•
IMPORTANT: Both commercial business delivery and
residential delivery are curbside only. This means that our driver will pull up
to the nearest curb of the jobsite and roll any artificial grass rolls off the
side of the flatbed onto the curb. The rolls of artificial grass are heavy and
cannot be managed or maneuvered by one person. All installation accessories
purchased will be offloaded next to the rolls of artificial grass. Under no
circumstance will drivers carry or place materials in a house, backyard, or
building.
•
If your order has a pallet of sand infill (56
bags+), and/or pallets of padding, Turf Tek Direct requires a forklift onsite
OR manpower assistance, either of which to be provided by the customer.
•
If delivery is being scheduled through a
third-party freight handler, they do not have the capabilities to offload material
from the truck, nor do they offer white-glove service. An on-site forklift and manpower must be
available for off-loading. If you are unsure if a 53-foot truck can access your
road or your neighborhood, be prepared to meet the driver at a safe location
to offload the freight.
• In either delivery situation (Turf Tek or third party), the drivers are not required to back in or drive up to your home if they feel it is unsafe. Placement of item(s) on the driveway, sidewalk, or in the house, and package removal is not provided. These are large, heavy items, so arrange to have additional people help you.
If you have any questions about delivery or shipping charges, please feel free to contact a member of our sales team. We are always happy to assist with any questions or concerns you may have.
