We strive to make the ordering process for turf extremely easy. We have found by providing the information below; we can alleviate most issues. The rules below are typical of commercial freight companies and apply to all retail artificial turf companies. We want to make sure our customers are informed about the procedures of common freight carriers ahead of their purchase to create an easy-buying experience.
All of our turf products ship for FREE to a business in a commercially zoned area on orders over 450 sq ft. Free shipping only applies to brick-and-mortar locations; unfortunately, home-based businesses do not count toward this promotion. We use common freight carriers; therefore, any order shipping to a residential area will incur a $99.00 residential fee. The freight company charges this accessorial fee, and it is out of our control. Freight companies notify residential customers a minimum of 24 hours before delivery. Please be advised the minimum for residential shipping is 300 sq ft. Please click here for a list of freight company terminals where the pickup is available, which is known as will-call. Will-call is an option if the homeowner does not have a business to accept material or if a residential order is below 300 sq ft.
The residential delivery DOES NOT include offloading the material from the truck.
All deliveries are considered “curbside” delivery. Curbside delivered is defined by common LTL freight carriers as being offloaded by the receiver (customer). The driver is not required to assist in unloading the material. Please be prepared to have additional hands on deck. For some customers, this may seem like an enormous task; however, we regularly ship out large rolls from our facilities. We rarely have customers with issues unloading the turf from the truck. If you are unsure that a 53-foot transfer truck can drive down your road or in your neighborhood, be prepared to meet the driver at a safe location to offload the freight. Please notify Turf Factory Direct before shipment if your area is not accessible by a 53 ft tractor-trailer.
If you have any questions about delivery or shipping charges, please feel free to contact a member of our sales team!
- WE DO NOT DELIVER ON SATURDAYS OR SUNDAYS! Shipping typically takes between 5-10 business days, and in some rare cases, even longer. So please check with your salesperson for estimated shipping time.
- Turf Factory Direct will not be held responsible for cost associated with rescheduled installations due to product delivery delays. Please do not schedule your installer until you have the material in your possession. While we make every effort to give a correct and valid ETA, unfortunately, there are delays beyond our control. To omit issues with installers, we recommend not scheduling until the material is in hand.
Damages During Shipping?
Even though we strive to make sure that your product gets there all in one piece, sometimes damages happen along the way. If this happens, make sure to make a note of each damaged roll on the driver’s delivery receipt. Otherwise, we cannot help with the damaged material.
Shipments, on average, arrive between 5-10 business days. In the Southeast, the product can arrive much sooner. Please contact our sales staff if your order is urgent so we may direct you on shipping time.
Commercial freight lines will call at a minimum of 24 hours in advance of the delivery. Commercial freight lines are NOT REQUIRED to call before delivering to a business/commercial destination. It is the responsibility of the customer to call ahead if they should need an exact ETA or a specific time/date for delivery.
Be aware that ETA (estimated time of arrival) is only, an ESTIMATE. Some terminals may vary on the ETA by a few days; however, this is typically not the case but can happen under certain circumstances. The turf can arrive a day or so earlier or a day or so after the delivery date.
If there is a problem/discrepancy with your turf order once it arrives, please call us BEFORE unrolling your turf if at all possible. In the case the turf would need to be returned to us freight companies require the turf rolled in a specific way. Please note this can be difficult without proper materials/machinery; therefore, please let us know before cutting, installing, or unrolling the turf. If the material is cut, installed, or altered in any way before notifying us of damages, this will void your claim. On certain occasions, our sales staff may work out special conditions with you. Specials conditions would be subject to approval before altering the material in any way.
PLEASE call us the moment you see any damages. If damages aren’t within 45 days from the date of receipt, this will void a claim. Concealed damage is damage to the interior of the roll done by the freight company in transit. While we make every effort to minimize this, it does happen. Please unroll your freight as quickly as possible to check for this. We have limited time to submit a claim to the freight company on this type of damage.