Shipping policy

TurFresh Shipping, Order Cancellation & Return Policy

Last updated: September 8, 2026

This policy applies to physical products purchased directly from TurFresh through our online store. It does not apply to TurFresh cleaning services, service appointments, or purchases made through third party retailers.

Order Processing

Orders are generally processed within 1 to 3 business days, excluding weekends and holidays. Processing times may be longer during promotions, product launches, severe weather, or periods of unusually high order volume.

An order confirmation does not mean that an order has shipped. Once your order leaves our facility, you will receive a shipping confirmation with tracking information.

Shipping Rates and Delivery Estimates

Shipping charges, available shipping methods, and estimated delivery times are displayed during checkout.

Delivery dates are estimates and are not guaranteed. TurFresh is not responsible for carrier delays caused by weather, transportation disruptions, labor interruptions, natural disasters, incorrect delivery information, or other events outside our control.

Expedited shipping changes the carrier’s estimated transit time but does not eliminate normal order processing time unless specifically stated.

Shipping Locations

TurFresh currently ships to eligible addresses within the United States where available shipping services permit delivery.

Additional charges or restrictions may apply to Alaska, Hawaii, U.S. territories, military addresses, and other remote destinations. Certain products may not be eligible for air transportation or delivery to some locations.

We do not ship to P.O. boxes when the selected carrier or product type requires a physical street address.

Order Cancellations

Orders may be canceled without penalty only if the cancellation request is received before the order enters processing or fulfillment.

To request a cancellation, contact TurFresh immediately at [email protected] and include:

  • Your full name
  • Order number
  • Email address used to place the order
  • Reason for cancellation

Submitting a cancellation request does not guarantee that the order can be stopped. TurFresh processes orders quickly, and an order cannot be canceled after it has been packed, assigned to a carrier, shipped, or otherwise entered the fulfillment process.

If an order has already shipped, the customer must follow the return process described below. Original shipping charges and return shipping costs are not refundable unless the cancellation or shipment resulted from a TurFresh error.

TurFresh reserves the right to cancel or limit an order because of suspected fraud, unauthorized resale, payment issues, inventory errors, incorrect pricing, shipping restrictions, or other circumstances affecting our ability to fulfill the order. If TurFresh cancels an order, any amount collected for the canceled merchandise will be refunded to the original payment method.

Order Changes and Address Corrections

Requests to change a product, quantity, shipping method, or delivery address must be submitted before the order enters fulfillment. We cannot guarantee that a requested change can be completed.

Customers are responsible for reviewing and providing a complete and accurate shipping address at checkout.

TurFresh is not responsible for packages delivered to an address entered incorrectly by the customer. If a package is returned because of an incomplete or incorrect address, the customer may be responsible for the original shipping charge, return to sender fees, and the cost of reshipping the order.

If a carrier permits an address correction or package interception, any related carrier fees may be charged to the customer.

Tracking and Delivery

Customers are responsible for monitoring tracking information and making reasonable arrangements to receive their packages.

A package marked “delivered” by the carrier is considered delivered unless the carrier confirms otherwise. If tracking shows delivery but the package cannot be found, please:

  1. Check the delivery area, side doors, garage, parcel locker, and other secure locations.
  2. Ask household members, neighbors, building management, or reception staff whether they accepted it.
  3. Allow 24 hours, as some carriers scan packages before final delivery.
  4. Contact the carrier to begin a package location request.
  5. Contact TurFresh if the package remains missing.

TurFresh will assist with available carrier documentation but cannot guarantee replacement or reimbursement for a package confirmed as correctly delivered.

Lost Packages

If tracking has not updated or the package appears lost, contact TurFresh at [email protected]. We may require the carrier’s investigation process to be completed before approving a replacement or refund.

TurFresh is not responsible for packages lost because of an incorrect customer provided address, unauthorized address changes, package forwarding, or theft after confirmed delivery.

Damaged, Leaking, or Incorrect Products

Inspect your shipment promptly after delivery.

Damage, leakage, missing products, or incorrect products must be reported within seven calendar days of delivery. Please retain the product, packaging, shipping label, and packing materials while the claim is being reviewed.

Your claim should include:

  • Order number
  • Description of the issue
  • Photographs of the shipping box
  • Photograph of the shipping label
  • Photographs of the damaged, leaking, missing, or incorrect product
  • Photograph showing all products received

Do not dispose of damaged products or packaging until TurFresh confirms that they are no longer needed. Depending on the circumstances, TurFresh may replace the affected product, issue a refund or store credit, or provide other appropriate assistance.

Normal settling, minor container indentation, cosmetic packaging damage, or small product loss that does not materially affect usability may not qualify for replacement.

Returns

Unopened and unused products may be returned within 30 calendar days of delivery, subject to prior return authorization from TurFresh.

Because TurFresh products include liquid and chemical cleaning formulations, we cannot accept returns of products that have been opened, used, diluted, mixed, altered, contaminated, or stored improperly.

To request a return, contact [email protected] before sending any product back. Unauthorized returns may be refused and are not guaranteed to receive a refund.

Unless the return results from a TurFresh fulfillment error or a verified product defect:

  • The customer is responsible for return shipping.
  • Original shipping charges are non-refundable.
  • Expedited shipping charges are non-refundable.
  • The customer is responsible for packaging the return safely.
  • TurFresh is not responsible for return packages lost or damaged in transit.

Returned merchandise must arrive in resalable condition with its original seal, label, container, and packaging intact.

Refunds

Approved refunds are issued to the original payment method after the returned merchandise has been received and inspected.

Please allow 5 to 10 business days after approval for the refund to appear, depending on your bank or payment provider.

Shipping charges, carrier fees, return to sender fees, and other non-product charges are not refundable unless the charge resulted from a TurFresh error.

Refused and Undeliverable Shipments

Refusing delivery does not automatically cancel an order or guarantee a full refund.

If an order is refused, unclaimed, or returned as undeliverable, any refund may be reduced by:

  • Original shipping charges
  • Return shipping charges
  • Carrier imposed fees
  • Damage or leakage occurring during return transportation
  • The value of products that cannot be safely restocked

If the customer requests reshipment, additional shipping charges may apply.

Weather and Storage Conditions

Liquid cleaning products should be protected from excessive heat, direct sunlight, and freezing conditions.

TurFresh is not responsible for damage caused after delivery by improper storage, prolonged outdoor exposure, freezing, excessive heat, dilution, contamination, or use inconsistent with product instructions.

Customers in areas experiencing extreme temperatures should monitor tracking and retrieve packages promptly after delivery.

Promotions and Free Shipping

Free shipping promotions apply only to qualifying orders and eligible destinations during the stated promotional period.

If a return causes an order to no longer meet the original free shipping requirement, TurFresh may deduct the actual outbound shipping cost from the refund where permitted by law.

Promotional products, free gifts, samples, and clearance merchandise may be final sale unless otherwise stated.

Subscription and Recurring Orders

If TurFresh offers recurring product shipments, customers must cancel or modify a subscription before the applicable order is processed.

Canceling a subscription stops eligible future renewals. It does not automatically cancel an order that has already been processed, charged, packed, or shipped. Orders already in fulfillment remain subject to the cancellation and return terms above.

Product Results

Shipping, cancellation, and return eligibility are separate from product performance. Product results may vary based on turf condition, contamination level, application method, dilution, water availability, drainage, weather, pet activity, maintenance history, and whether the product was used according to its label instructions.

Contact TurFresh

For shipping questions, cancellation requests, address corrections, damaged product claims, or return authorization, contact:

TurFresh Customer Support
Email: [email protected]
Phone: (855) 444-8873
Business hours: Monday to Friday, 9:00 AM to 4:00 PM

Please include your order number whenever possible.

TurFresh reserves the right to update this policy at any time. The policy in effect on the date an order is placed will generally apply to that order, except where a change is required by law.