RETURNS & REFUNDS

COSTCO MEMBER REFUND POLICY – FOR ALL SALES OF ARTIFICIAL GRASS THROUGH COSTCO WHOLESALE AND COSTCO.COM

Contact Costco Customer Service Center – 1-800-955-2292

 

COSTCO’S RISK-FREE 100% SATISFACTION GUARANTEE

COSTCO guarantees your satisfaction with every product we sell with a full refund. The return of PREGRA ARTIFICIAL GRASS MATERIALS must be within 90 days of purchase for a refund.

Contact the Costco Customer Service Center at 1-800-955-2292 For a Return Authorization and information on returning the artificial grass to the store NEAREST YOU.

 

REFUNDS FOR ARTIFICIAL GRASS INSTALLATION SUPPLIES AND GROOMING RAKES:

For all other refunds and exchanges of installation goods and materials, please get in touch with PreGra Customer Service at 1-877-PreGra-1 (877-773-4721).

 

COSTCO RETURN – EXCHANGE – REFUND POLICY

How do I return an item to Costco?

For an immediate refund (including shipping and handling), Costco.com offers convenient returns worldwide at any Costco warehouse. Please have your order confirmation email with you to expedite the return process. If you cannot return your order at one of their warehouses, please get in touch with the Costco Customer Service Center at 1-800-955-2292 for assistance. To expedite the processing of your return, please reference your order number. Costco guarantees your satisfaction with every product they sell with a full refund.

 

WHAT IS THE PROCESS IF I AM EXPECTING A UPS LABEL VIA EMAIL?

You will receive an email from pkginfo@ups.com with the subject line UPS Label Delivery. This email will contain a UPS label with a tracking number. Check your spam or junk mail folder if you cannot locate this email. The UPS label within the email will be available for printing for ten days. The is valid within 20 days after receipt of the email. UPS will not pick up the item. You must take the item to a UPS drop-off location in your area with the UPS label(s) attached to the box(es). You will receive multiple emails containing one label when you return more than one item or box.

 

ARE THERE SPECIAL INSTRUCTIONS IF I HAVE MULTIPLE ITEMS/MULTIPLE BOXES TO RETURN?

Each item should be packaged and returned in its original shipping box. When multiple items are shipped simultaneously, please help ensure proper return documentation is attached to each box. The labels you receive will include an item # corresponding to the item returned.

 

HOW DO I RETURN A PRODUCT THAT DELIVERED BY A LARGE FREIGHT CARRIER?

Once you have notified Costco.com of your desire to return the product, contact a carrier to arrange a date for a pickup. The item must be packaged and available for pick up in the same manner as it was delivered. If your order was delivered curbside, it will need to be available for curbside pick up.

 

THE SHIPPING BOX AND PRODUCT ARE BOTH DAMAGED; WHAT SHOULD I DO?

Please notify customer service or call our customer service center at 1-800-955-2292 to report the damage. Please keep the product in the original shipping box for small carrier-delivered packages (UPS, FedEx). A member of the Costco.com returns team will arrange for pick up by the carrier method used on the original shipment.

 

I AM EXPECTING A REPLACEMENT. WHAT DO I DO WITH THE ORIGINAL DAMAGED OR DEFECTIVE PRODUCT?

Please do not take this product back to your local Costco warehouse. A member of our returns team will contact you via email or phone with directions regarding the return of the product.

 

MY PACKAGE IS LOST, WHAT HAPPENS NEXT?

Please get in touch with us at customer service or call our customer service center at 1-800-955-2292 for assistance.

WHEN CAN I EXPECT TO RECEIVE MY REFUND?

We will refund you the total purchase price of the item, including the shipping and tax, as soon as we verify that the item is received. For any questions or concerns regarding the return of an item purchased on Costco.com, please get in touch with us at customer service or call our customer service center at 1-800-955-2292 for assistance.

Once you are finished, access the link to download your Warranty and Care & Maintenance Documents. From all of us at PreGra, we thank you for your business!

The Artificial Grass warranty is contingent upon properly installing the Artificial Grass and infill system.We provide installation instructions upon equest or call us for one of our Pregra Pros contact information (877) 773-4721. The Artificial Grass must be maintained in such a manner as specified by PreGra’s written instructions available at PreGra.com.

PreGra also guarantees the pile height of the Premium Artificial Grass Product if it decreases by more than 50% of the original height due to ultraviolet radiation degradation. In such circumstances, PreGra will replace the affected portion of the finished Artificial Grass Product with a new Artificial Grass Product of equal quality based upon a prorated basis of 0 to 4 years with self-installation or 0 to 10 years with PreGra Certified Installation. Color match and dye lot not guaranteed. This is for the turf only, excluding any incurred costs associated with the installation, including but not.

For all other refunds and exchanges of installation goods and materials, please get in touch with PreGra Customer Service at 1-877-PreGra-1 (877-773-4721).

Once you have notified Costco.com of your desire to return the product, contact a carrier to arrange a date for a pick  up  a carrier will contact you to arrange a date for pickup.