Pup-Grass® Shipping Information
We appreciate your business and we want your order to arrive safely and on time. Below is an easy-to-understand guide to how shipping works for Pup-Grass®, Artificial Grass Rolls, and other PupGear Products.
Shipping Methods
• We ship using UPS Ground or LTL Freight depending on the order.
• UPS is used for smaller packages.
• LTL Freight is required for large items such as Pup-Grass® rolls and bulk infill.
• We do not offer expedited shipping.
If we can combine items to reduce the price, and save you money, we will adjust your total. If the final cost is higher than the estimate, we will contact you before shipping.
LTL Freight Shipments (Large Roll Orders)
• Oversized products — including 15′ Pup-Grass® rolls, infill, or palletized items shipped via LTL freight.
We will provide tracking information on LTL shipments as soon as they become available, however they do not have the same strict tracking procedures as UPS and FEDEX. But rest assured. When we will provide a copy of the BOL We will forward it to you by email.
• Once a roll is cut to the size you specified, the sale is final and cannot be returned or refunded.
Also monitor all LTL shipments until we confirm it has been delivered..
• Delivery timing is controlled by the carrier. PupGear is not responsible for carrier delays.
Residential Deliveries
• Freight carriers charge extra for residential areas.
• Unloading is the customer’s responsibility.
You may need:
1–3 people to unload a roll
A forklift with a carpet pole for large pallets
Or, your installer may have unloading equipment
If unsure, call us at 1‑844‑781‑7877.
Inspecting Your Delivery (VERY IMPORTANT)
1. Inspect rolls and pallets before and after unloading.
2. Look for visible damage: tears, dents, crushed edges, holes, moisture.
Note:
Any damage needs to be noted on the delivery receipt before signing.
Take photos (required for claims).
Have the driver initial or sign next to the damage notes.
You may refuse the shipment, If there is noticeable damage,.
We can usually replace damaged items quickly if the damage is documented on the Proof of Delivery. Contact us while the driver is present if possible‑1.844‑781‑7877