Shipping & Return Policies
Our pet parents may return any item for refund, credit, or exchange if it is in re-sellable condition. Customers must notify TurFresh and provide tracking number so we can track product shipment when received. A restocking fee of 20% and return shipping costs will be applied. TurFresh™ will not accept returns, exchanges or refunds for items that are more than 30 days past their invoice date.
Custom ordered items are not eligible for cash or credit card return. If you have any questions about an item’s return, exchange or refund policy, please call our Customer Service Line at (855) 444-8873
If item is used without satisfaction to the client, TurFresh reserves the right to exchange or replace product with like kind one time.
HOW DO I RETURN AN ITEM?
- Write the original order # on the shipping box.
- Ship by UPS or FedEx.
- Ship the package back using the carrier of your choice. Please insure your package in case of loss or damage.
- Please note: When returning via UPS/FedEx, we encourage you to protect yourself from loss or theft by insuring the return shipment. Please save the receipt until you receive your refund or exchange. We regret that we will not be able to issue a credit or refund for any items that are damaged or lost in shipping.
*NOTE: Customers are responsible for the shipping charges on returned or replacement products.
SHIPPING POLICY TURNAROUND:
All orders are shipped within 72 hours / Monday – Friday / 8 am – 5 pm.
Cancellations:
Cancellations must occur within 24 hours. Cancellations are not allowed if item is already shipped. Once you receive the item you are welcome to return the item at your own expense.
Carriers:
We use the following carriers to deliver our orders but mostly FedEx:
- USPS
- UPS
- FedEx
- DHL
Order Tracking:
If the shipping carrier provides a tracking number, we will update your order with that tracking information. Please note, some orders that use First Class USPS Mail will not have tracking numbers. Packages are not signed for therefore once confirmed shipment has arrived to your location TurFresh is not responsible for lost or stolen packages.
Shipping Rates:
The rate charged for the shipping of your order is based on the weight of your product(s) and location. Before the final checkout page, you will be shown what the shipping cost will be, and you will have a chance to not place your order if you decide not to.
Back Orders:
If an item goes on back-order, we will ship you the part of the order that is in stock. When the back-ordered item becomes available, we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment.