Shipping Policy
Thank you for shopping with Manases Evergreen Turf. Artificial turf, infill, installation materials, and related products can vary significantly in size and weight, so shipping methods, freight requirements, and costs may vary by order.
Please review this Shipping Policy before placing an order.
Shipping Availability
Shipping availability depends on the customer's location, product type, order size, and available carrier or freight service.
If shipping is not available through online checkout for your location, please use the Request a Quote option or contact us at sales@manasesturf.com.
We may provide a custom freight or shipping quote depending on the products and destination.
We do not currently offer international shipping.
Shipping Quotes
Shipping costs may depend on:
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Delivery address.
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Residential or commercial delivery.
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Product dimensions and weight.
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Number and size of turf rolls.
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Carrier availability.
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Liftgate requirements.
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Limited-access locations.
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Other required delivery services.
When a custom shipping quote is required, applicable shipping charges will be provided before the order is finalized.
Orders must be paid in full before fulfillment or shipment.
Order Processing
Most orders are processed within approximately 2–3 business days.
Processing time is separate from shipping or transit time.
Processing may take longer because of product availability, cutting or preparation, large orders, freight scheduling, weather, carrier disruptions, high order volume, or other circumstances.
Delivery dates and processing estimates are not guarantees unless specifically agreed to in writing.
Cut and Custom-Prepared Orders
Artificial turf and other materials may be cut or specially prepared according to the customer's order.
Customers are responsible for confirming the product, color, dimensions, quantity, specifications, and shipping information before ordering.
Once material has been cut, altered, customized, or specially prepared, it may be non-cancellable, non-returnable, and non-refundable, even if it has not yet shipped.
Unfulfilled Order Cancellations
If an order has been paid for but has not yet been fulfilled or shipped, the customer may request cancellation.
Approved refunds for eligible unfulfilled orders are subject to a 15% restocking and order-processing fee.
This applies only when the merchandise has not already been cut, altered, customized, or specially prepared.
If Manases Evergreen Turf cancels an order because the product is unavailable, cannot be supplied, or because of an error attributable to us, the 15% fee will not apply.
Once an order has been fulfilled or shipped, it is subject to our Refund & Return Policy.
Shipping and Delivery Charges
Shipping, freight, and delivery charges are non-refundable once incurred.
If merchandise is returned after shipment, the customer is responsible for applicable return shipping or freight unless Manases Evergreen Turf determines that the return resulted from an error on our part.
Eligible returned merchandise may also be subject to a 25% restocking fee in accordance with our Refund & Return Policy.
Delivery Estimates
Delivery dates and transit times are estimates and are not guaranteed, unless specifically agreed to in writing.
Transit time may be affected by carrier availability, location, freight scheduling, weather, road conditions, or other circumstances outside our reasonable control.
Carrier delays do not automatically qualify an order for cancellation, shipping reimbursement, or refund.
Residential Deliveries
Residential freight deliveries may require additional services such as a liftgate.
Unless specifically arranged otherwise, freight delivery may be made curbside, to an accessible driveway, or to another location determined by the carrier.
Customers are responsible for ensuring that the delivery location is accessible and for arranging appropriate assistance or equipment to receive the merchandise.
Carriers are generally not required to move turf rolls or other merchandise into a backyard, garage, building, installation area, or other location unless such service has specifically been arranged.
Commercial Deliveries
Commercial freight rates may assume that the destination has appropriate unloading facilities, such as a loading dock or forklift.
If your business does not have appropriate unloading equipment, notify us before shipment.
Liftgate or other special delivery services may result in additional charges.
Customer Shipping Information
Customers are responsible for providing:
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A complete and accurate shipping address.
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Correct contact information.
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A working telephone number for delivery communication.
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Accurate residential or commercial classification.
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Information regarding loading docks or forklifts.
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Liftgate requirements.
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Limited-access or special delivery conditions.
Additional carrier charges resulting from incorrect, incomplete, or inaccurate customer-provided information may be the customer's responsibility.
Shipment Confirmation and Tracking
When available, tracking information will generally be provided after shipment.
Tracking information may take approximately 24 hours to become active.
For freight deliveries, the carrier may contact the customer or receiving party directly to arrange delivery.
Customers are responsible for monitoring shipment information and making reasonable arrangements to receive their delivery.
Receiving and Inspecting Your Shipment
The customer or receiving party is responsible for inspecting the shipment at delivery whenever reasonably possible.
Before accepting and signing for a shipment, inspect for:
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Torn, punctured, or damaged wrapping.
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Crushed or damaged boxes.
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Broken or damaged pallets.
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Visible damage to artificial turf rolls.
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Missing packages, rolls, or accessories.
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Evidence that merchandise shifted during transportation.
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Other visible signs of transportation damage.
If damage or shortage is visible, note it on the carrier's delivery receipt before signing whenever possible.
Take clear photographs and videos showing the shipment, packaging, products, pallet, labels, and damage.
Retain copies of delivery documentation and all photographs and videos.
Transportation Damage and Carrier Claims
The customer or receiving party is responsible for initiating and pursuing claims directly with the shipping carrier for loss, shortage, or damage occurring during transportation.
Because the customer or receiving party is present when the shipment arrives, they are in the best position to observe and document delivery conditions.
For transportation damage or shortage, customers should:
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Inspect the shipment carefully.
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Note visible damage or shortages on the delivery receipt.
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Take clear photographs and videos before moving or unpacking the merchandise whenever practical.
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Document the damaged merchandise, packaging, pallet, wrapping, labels, and overall shipment.
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Retain the delivery receipt, bill of lading, tracking information, and relevant carrier documentation.
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Retain damaged merchandise and original packaging until the claim is resolved.
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Contact the carrier promptly and initiate the claim directly with the carrier.
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Follow the carrier's claim procedures and deadlines.
Failure to inspect, document, retain evidence, or file a claim within the carrier's required timeframe may affect the customer's ability to recover damages.
Concealed Transportation Damage
Some transportation damage may not be visible until merchandise is unpacked.
If concealed damage is discovered, document it immediately with photographs and videos and retain the merchandise and original packaging.
Contact the carrier as soon as the concealed damage is discovered.
Carrier deadlines for concealed-damage claims may be limited. The customer is responsible for complying with the carrier's requirements and deadlines.
Manases Evergreen Turf Assistance With Carrier Claims
Manases Evergreen Turf does not automatically file or manage transportation-damage claims on behalf of customers.
When reasonably available, we may provide supporting documentation in our possession, including:
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Order information.
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Invoice or proof of purchase.
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Product description and value.
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Shipping information.
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Other reasonably available documentation needed for the claim.
Providing supporting documentation does not mean Manases Evergreen Turf assumes responsibility for transportation damage or guarantees that the carrier will approve or pay the claim.
Refusing a Damaged Shipment
Customers should not automatically refuse a shipment solely because some damage is visible unless refusal is appropriate under the carrier's procedures or the shipment is substantially damaged.
If significant transportation damage results in refusal, the customer should:
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Take photographs and videos before the carrier leaves whenever possible.
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Clearly document the reason for refusal on the delivery receipt.
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Obtain available documentation from the driver or carrier.
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Initiate the appropriate claim with the carrier.
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Notify Manases Evergreen Turf promptly.
A shipment refused because the customer changed their mind, ordered the wrong product, cannot receive the shipment, or for another reason unrelated to documented transportation damage will be treated as a customer-refused delivery.
Refused Deliveries and Undeliverable Shipments
Customers are responsible for providing an accurate and deliverable address and making reasonable arrangements to receive their shipment.
For customer-refused or undeliverable shipments:
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Original shipping and freight charges are non-refundable.
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The customer is responsible for return freight.
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Returned merchandise may be subject to a 25% restocking fee.
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Storage, redelivery, address correction, handling, detention, or other carrier charges may be the customer's responsibility.
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Refunds, when applicable, will not be processed until the merchandise has been returned and inspected.
Redelivery and Storage Charges
Carriers may assess additional charges when delivery cannot be completed as scheduled.
Charges resulting from customer unavailability, incorrect information, refusal, lack of required unloading arrangements, or failure to accept delivery may be the customer's responsibility.
These may include redelivery, storage, detention, address correction, limited-access, or additional handling charges.
Transportation Damage vs. Product Defects
Transportation damage is separate from an incorrect product or manufacturing defect.
Damage occurring while merchandise is in the carrier's possession is handled through the applicable carrier claim process.
If you believe Manases Evergreen Turf shipped an incorrect product or that the product itself is defective, contact us before cutting, altering, installing, or using it.
Returns After Shipment
Once an order has shipped, it is governed by our Refund & Return Policy.
Generally:
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Original shipping and freight charges are non-refundable.
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Customers are responsible for approved return shipping or freight.
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Eligible returned merchandise may be subject to a 25% restocking fee.
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Cut, altered, customized, or specially prepared materials are non-returnable and non-refundable.
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Returned products must meet our return-condition requirements.
Approved refunds may take up to 10 business days to process after eligible merchandise has been received and inspected.
Large and Special Freight Orders
Large artificial turf orders may require specialized freight arrangements.
Before ordering, customers should ensure that the delivery location can accommodate the shipment and that appropriate equipment or assistance will be available when necessary.
Contact us before ordering if you have questions regarding delivery access, unloading, liftgate service, or other special freight requirements.
Important Customer Responsibility
Customers are strongly encouraged to photograph or video large freight shipments before and during unloading and unpacking.
These records may be important evidence for a carrier claim.
Customers are responsible for complying with carrier requirements and deadlines for transportation-loss and damage claims.
International Shipping
Manases Evergreen Turf does not currently ship internationally.
Refund & Return Policy
Shipping-related cancellations, returns, refunds, restocking fees, and non-refundable merchandise are also governed by our Refund & Return Policy.
The two policies should be read together.
Contact Us
For shipping questions, freight quotes, delivery requirements, or supporting documentation for a carrier claim, contact:
Manases Evergreen Turf
Email: sales@manasesturf.com
Phone: 620-282-2819
When contacting us regarding an existing order, please include your order number and relevant shipping or delivery information.