Shipping Policy

Shipping Policy

Products that exceed a specified size and weight will need to be shipped by freight (semi truck). This means that there must be reasonable access available to your property. Typically, these packages are delivered to your curb or closer to your house if possible, and the driver will help unload the product. For heavy products, please make arrangements for additional help when unpacking. Ultimately, you are responsible for the removal of the product from the truck. The shipping company will contact you ahead of time to schedule delivery as you must be home at time of delivery. All items shipped by freight truck arrive on a pallet packed securely, any debris (i.e. pallet, packaging supplies, etc.) is your responsibility to dispose of. The freight company/driver is not responsible for the removal of any debris from your shipment.

 

When receiving your shipment we ask that you carefully inspect the packaging material and note any concerns on the Bill of Lading when signing for the shipment. The freight company will NOT allow you to unpack before signing so we recommend taking pictures of the package prior to opening. Noting concerns on the Bill of Lading and providing photographic documentation helps ensure satisfactory resolution in cases of damaged merchandise. If there is incontrovertible, visible damage to your merchandise that can be seen before opening the package you can refuse to take delivery. In any case of damage or order discrepancy please contact Customer Service at 1-(855)-526-3688 or email our customer service representatives.


Please Remember:

You must be present at time of delivery.

Please thoroughly inspect the package for any external damages while the driver is present.

If damage has occurred, note the damage on the delivery receipt and refuse the shipment and contact Customer Service at 1-(855)-526-3688 or email our customer service representatives.

Please take photos of the package prior to opening and supply them to a Landscaper Outlet Customer Service representative when documenting a damage claim.

Once you have received the package, the shipping company is released from any responsibility for damage, so it is essential to inspect the package thoroughly and note any damages on the Bill of Lading.

Delivery time varies for different products & are noted under the availability tab on each product page.

The freight company is NOT responsible for the removal of any packaging debris.

If you have any additional questions, please call Landscaper Outlet Customer Service Toll Free at 1-(855)-526-3688.


Shipping Discrepancies and Damages

Landscaper Outlet must be made aware of any and all discrepancies in your order within 48 hours of receipt. This includes incorrect part numbers, quantities and colors. Landscaper Outlet cannot file a claim, exchange or replace any item after this 48 hour window. If you wait two months to install your item and realize you have the wrong item, we will not be able to help. Landscaper Outlet insures every shipment for the full value of the package, so if you receive a damaged product, notify us immediately following receipt.

On UPS shipped items the customer is responsible for reporting any damage to the packaging/items to Landscaper Outlet within 48 hours of receipt. Claims should be made by calling customer service toll free at 1-(855)-526-3688. All claims must include pictures of the damaged packaging and item.

On freight truck shipped items, please inspect your item/package thoroughly at the time of delivery. If your item/package is damaged, the claim must be made at the time of delivery and noted on the bill of lading by the truck driver. If it is not noted on the bill of lading, Landscaper Outlet will not accept responsibility for the damaged item. The claim must also be made aware to LandscaperOutlet.com within 48 hours. Claims should be made by calling our customer service call center toll free at 1-(855)-526-3688. All claims must include pictures of the damaged packaging and item.

All claims must include pictures of the damaged packaging and item.

All packaging in which damaged goods are received must be saved for carrier’s inspection.

Customers are responsible for return shipping on products.

Landscaper Outlet will not accept any returns on shipments without a Return Authorization (RA) number. See our Return Policy on how to obtain a RA number.

All products are Free On Board (FOB), meaning the customer assumes ownership as soon as the item is picked up by the courier.


Property Damages

Landscaper Outlet is not responsible for any damages done to your personal property from freight truck deliveries. If your property is damaged by the delivery truck (i.e. freight truck backing into your car), Landscaper Outlet is not responsible. The freight company is responsible for any damages done to your personal property.

In the event that your property is damaged by the freight company, when delivering your goods, all damages must be noted on the Bill of Lading, pictures must be taken of all damages and Landscaper Outlet must be contacted within 24 hours. Landscaper Outlet will then work with the freight company and process a claim to get you reimbursed for any damages. We only work with reputable freight companies, and though this is a rare occurrence, it has happened and we have been able to assist our customers in reaching satisfactory resolutions with the freight company.

Please give Landscaper Outlet a reasonable amount of time to process the claim and to get you reimbursed for all damages. We will work our hardest to correct the situation as quick as possible. If damages are not noted on Bill of Lading, you will not be reimbursed for any damages. It is very important that damages are noted on the Bill of Lading, delivery driver is made aware of all damages, pictures are taken of damages and Landscaper Outlet is made aware within 24 hours.


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