Frequently Asked Questions From Customers:
posted on January 25th, 2017 by SecureAdminZ
Q: Is the shipping cost the same no matter where you are located and what you order?
A: The shipping cost is determined by the weight of the product only and not where you are located.
Q: Do you sell other gardening merchandise such as tomatoes, bushes, or small trees?
A: No, we do not sell any of those products. Sometimes we send information for other companies when we send out our planting instructions with your order. We do not however sell their products. You must contact the number you see on those specific flyers to purchase those products.
Q: If my freestyle plugs failed to grow, can I get super plugs as a replacement instead or vice versa?
A: No, our guarantee is to replace the plugs that failed from what you originally ordered. If you purchased freestyle plugs that failed, we will only replace them with freestyle plugs. There is a significant price difference between the two, so we cannot exchange one for the other. You can however, cut your freestyle sheets into 3×3” plugs if you prefer them to be that size.
Q: If I order so many plugs, do I get a free tool along with them?
A: No, the tools are sold separately. We do run promotions from time to time which may offer free planting tools, usually only early in the season. Please check our website for current prices and offers.
Q: Can you call me when my order is about to be shipped?
A: Due to the high volume of customers, we find it to be more efficient to e-mail them this information. You can include your e-mail address with us when you place the order, and we will send out an e-mail once your order ships. The e-mail will even include the tracking information.
Q: Can you ship out my order on a specific date or have it arrive on a specific date?
A: Due to variable harvesting conditions and the high volume of orders, we cannot guarantee a specific date that your order will ship out. When you place the order over the phone, you may give us a week that you would like your order shipped out, and we can fulfill that request; however it is impossible to guarantee a specific date. Because of this, it is not possible to guarantee your order to arrive on a specific date either. If you place your order on-line, please be sure to follow-up with a phone call if you need to make a request concerning shipping. If you are unsure about when you will be home, do not worry! We do not require a signature for the package when it is delivered by Fed-Ex; they will just leave the package at your door.
Q: My order arrived when I was on vacation for a few weeks, and I could not plant it. Can I send it back for a refund or replacement?
A: No, because we ship out a live agricultural product, it is very important that it gets planted right away. If you are going away, please be sure to notify us to put a hold on your order. Once the order ships out, we cannot stop it, and we can’t accept the grass back after you have received it. By the time it would come back to us, it would no longer be good to use. We recommend that you still try to plant the Zoysia and see if it takes off. Our grass is very resilient. Remember that our guarantee still applies as long as the grass is planted.
Q: I live in one of the regulated states that requires inspection before shipment, and I missed the deadline for this month. Can you make an exception for me and ship out an order anyway?
A: Due to the strict agricultural regulations in certain states, all plants must be inspected before they can enter those states. We have multiple inspections a year, and it would be illegal to ship out grass that has not been inspected for those states. If you miss a shipment, you must wait until the next available shipment. With this in mind, be sure to place your order ahead of time to ensure that it will go out in your preferred shipment.
Q: Your company no longer recommends planting in my area this year due to temperatures, but I still want to try out the grass now anyway. Can you still ship it to me?
A: We harvest our grass from Maryland; therefore the weather conditions limit us from shipping out year-round. Depending on the harvesting conditions, we may be able to ship to you, even if we do not recommend planting in your area at that time. However, if you request us to ship grass to you when we believe the conditions are not suitable, you must waive our guarantee to replace the plugs if they fail to grow. We do monitor the temperatures in every state to determine when to start/end shipments to your area for the year.
Q: I cannot get the Zoysia to grow in my lawn at all. Can I just get a refund?
A: Our guarantee is to replace plugs that fail to grow; we do not offer refunds. We only ship Zoysia to areas that we know it will grow well in. Whenever grass fails to grow, we do a troubleshooting survey with the customer to help us determine what could have gone wrong with the grass. It is very rare that the grass would fail a second time after fixing the issues discussed during the survey. Also, only a small percentage of our customers ask for replacements.
Q: What is the best time to plant?
A: The best time to plant is at the beginning of your growing season. You can continue to plant throughout your growing season as well. Just be sure that the plugs are planted at least 45-60 days before your first hard frost of the year.
Q: If I live close by, can I pick up an order?
A: Yes, be sure to call in your order at least 24 hours before picking up. We ask that you do this, so we can harvest your order for you before you arrive. If picking up sod, give us at least a 48 hour notice.
Q: Can I lay the freestyle sheets down like sod, and do you recommend this?
A: Yes, if the ground is prepared properly, you can. However, you cannot lay down the sheets on top of an existing lawn; it will not grow that way. The old grass must be completely cleared, so the sheets can be planted in bare ground. We do not recommend doing this because Zoysia spreads from the edges. Therefore, when you plant the sheet, you only are giving the Zoysia minimal edge area to spread from. This will take much longer for the sheet to spread out. We normally recommend that you cut the freestyle sheets into plugs to achieve the maximum amount of growth. The more plugs you plant, the more spreading you will see.