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Call Us 1300 796 200

DELIVERY INFORMATION

DELIVERY INFORMATION

We want your products to arrive quickly and efficiently as possible, on time and in good condition at the best shipping rate we can offer. Shipping charges are calculated based on the product size and cross-referenced with your postcode and delivery address. Estimated shipping charges are from our Sydney Distribution Centre.

Delivery costs for individual products can be viewed by entering your postcode in the “calculate delivery” box seen on each product page. The final shipping charge for your order will be shown once your postcode is entered during the checkout process.

For custom orders e.g.; Cut Lengths, Custom Made we attempt to provide your ‘Goods Ready Date’ [GRD] within 24hrs from placement.

We attempt to dispatch your order within 24hrs from placement. Depending on your location, delivery of your order may take 2-10 working days, so if the goods are required for a specific day or event, please ensure you place your order well in advance to ensure the goods arrive in time. The estimated delivery times are in business days (Monday through Friday) excluding Public holidays.

Destination Standard
Sydney Metro 2-3 Business Days
Melbourne, Brisbane, Canberra, Gold Coast 2-5 Business Days
Regional and Rural NSW 2-5 Business Days
Adelaide 3-4 Business Days
Perth 4-6 Business Days
Regional and Rural Victoria 3-4 Business Days
Regional Queensland 4-6 Business Days
Tasmania 6-8 Business Days
Rural Queensland and South Australia 4-5 Business Days
Western Australia 7-10 Business Days
Northern Territory 6-10 Business Days
International If you reside outside of Australia, contact us and we can help arrange shipping quote and information.

 

Once your order is dispatched, we will email you the tracking number that can be traced by visiting our shipping partners website.

Due to the nature and size of our products you must be home to take delivery and, in some cases, depending on the size of the order, there may need to be more than one person to handle the goods into a secure location.

The special instructions box on the delivery page of the checkout is used for any instructions to help make it easier for the driver to make the delivery of your order for e.g.

  • “Contact Name & Phone Number” [you will be contacted on the scheduled day of delivery]
  • “Last house at end of driveway”
  • “Office hours 9-5”
  • “No truck access”

Drivers are unable to grant specific requests such as “Deliver between 1-2pm”.

GrassHopperTurf cannot be held responsible if your instructions are not followed. Customers who give authority for their order to be left unattended at their delivery address will only be replaced if the order is proven lost in transit by our delivery company.  GrassHopperTurf accepts no responsibility for lost or stolen goods, once the courier has delivered your item and left it as per your request.

In addition, GrassHopperTurf accepts no responsibility should the driver not adhere to the instructions offered. This is at the delivery driver’s discretion.

Check all items have been delivered before signing. If for example two out of the five items only have been delivered, please sign accordingly for two out of five, this can be written on the con-note above your signature. DO NOT refuse delivery; the rest of your items will be on their way; they may have just been delayed at one of the shipping partners transport hubs. If this occurs please call our customer service team who will lodge an enquiry with the shipping partner to follow-up on your missing items and have these delivered as quickly as possible.

GOODS DAMAGED IN TRANSIT

Unfortunately, it can happen that items are occasionally damaged in transit.

You should refuse to sign acceptance of the delivery from the courier if the grasshopper turf rolls or associated products arrive and the packaging or the product itself is clearly and significantly damaged. Contact Customer Support or call 1300 796 200 immediately and supply us with any photos or a video If you are able.

Our Customer Support team will contact our delivery partners and suppliers to ensure our service and the quality of packaging is improved. 

If you notice that your GrassHopperTurf rolls or associated products are damaged after it has been delivered to you, please take photos or video clearly showing the damage and let us know within 5 business days of receiving your delivery. 

Our Customer Support team will offer you an arrangement dependent on your circumstances. This may include: 

  • Arrange for the GrassHopperTurf rolls or associated products to be returned to our nearest depot
  • Replace the grasshopper turf rolls or associated products (subject to availability)
  • Exchange the GrassHopperTurf rolls or associated products (if exchange is for an item of lesser value you will be issued with a credit and alternatively, we can request an additional payment if selected item is of a higher value)
  • Repair the GrassHopperTurf rolls or associated products
  • Offer reasonable discount on the grasshopper turf rolls or associated products to be accepted (subject to provision of suitable evidence [photo/video] as requested to make informed settlement decision – up to 1 week)
  • Offer a full refund (subject to inspection at nearest depot – up to 4-6 weeks)

If we require you to return the product to us, we will pay the cost of the return. 

WRONG ITEM DELIVERED

Very occasionally we may accidentally despatch the wrong product to you. If the product you receive does not match the item you ordered, let us know within 5 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick-up and return of the incorrectly despatched item at no cost to you.