At DragonTurf, we strive to make your purchasing experience smooth and hassle-free. The guidelines below help minimize freight-related issues and ensure a transparent delivery process. These policies apply to all e-commerce turf shipments using commercial freight. Please note that white-glove delivery services have not been updated since 2020, but we continue to assess future possibilities.
What to Expect from Your Delivery
Important: Residential Deliveries
- Freight deliveries to residential addresses do not include unloading assistance.
- Delivery is curbside only—drivers will not offload the turf rolls from the truck.
- Freight carriers do not provide liftgate services or white-glove support for artificial grass deliveries.
- Large turf rolls are heavy and bulky—please arrange for extra help to unload them.
- If a freight truck cannot access your street or neighborhood, be prepared to meet the driver at a designated location to receive your order.
- Drivers are not required to back into driveways.
Freight Costs & Assistance
If you have any concerns about freight costs or delivery logistics, contact our sales team before placing your order. We are happy to assist with any questions.
Plan Your Installation Wisely
🚨 Do not schedule your installer until your turf has arrived.
We are not responsible for any costs associated with rescheduling installations due to shipping delays. Please wait until the product is in your possession before making installation plans.
Shipment Damages & Claims
While we take every precaution to ensure your order arrives in perfect condition, damage during transit can occur.
Upon Delivery:
- Inspect the rolls immediately. If you notice external damage, document it by taking photos and noting it on the driver’s shipping invoice before signing.
- Report any damages within 45 days of delivery. Claims made after this period may not be accepted.
If You Notice an Issue with Your Turf:
- Do not unroll the turf if you suspect damage or discrepancies. Contact us first so we can assess the situation.
- If a return is necessary, freight carriers require turf rolls to be packed in a specific manner for return shipping. Re-rolling turf properly can be difficult without the right tools, so please consult with us before proceeding.
Concealed Damage
- Some damages may not be visible until the roll is unwrapped. This is known as concealed damage, and freight companies allow only a short timeframe to report it.
- Unroll your turf as soon as possible to check for hidden damage. If any issues arise, document them with photos and notify us immediately.
For any concerns regarding your delivery, damaged goods, or freight issues, contact our customer support team right away. We’re here to help!