FAQ’s
Below we have some popular questions and answers for you to browse. You can select from the different areas of FAQ support we offer by clicking its name at the top of the FAQ area below. If you do not see what you are looking for, feel free to reach out to us for help.
You will see the link marked “My Account” at the top of each page. Or, you can click here
My Account is the central customer dashboard in the ReTurf store. Customers can view past orders, edit addresses, ask for support, and payment details.
Only customers who have made an order or registered on the site have login information. You can register for the My Account area on the page itself.
If you made an order in the past or have registered and forgotten your password, you can easily set a new one by using the email address you used prior.
You would go to the login area and click Lost Your Password?
On the next screen, you can request a password reset email by entering your previously used email and following the prompts.
The Orders section allows our customers to access their order history. The order number, date, status, total, and actions available for each order, are available at a glance.
Our customers can update their Billing address and Shipping address in the Addresses section.
Edit icons reveal the respective sets of fields usually seen on the checkout page, including first and last names, addresses, company names, phone numbers, and email addresses for either billing or shipping.
Please Note
Addresses edited after an order is placed will not update that order. If there is a change in address information regarding an order that has been placed but not yet complete, please Contact Us
Under Payment methods, our customers can find stored credit card details and make changes.
In the Account Details section, our customers can update their personal info as it relates to their user account. Details include first and last name, and a display name, the latter of which is used for the accounts section and reviews.
The account’s password can also be reset in this section
In the Account Details section inside of My Account.
In your My Account area you can select the Orders tab and click on the Order that requires support. When that order screen opens you will see an area where you can submit a ticket requesting support for that particular order. Once the ticket is created you will find the replies for the ticket and you will be able to submit new reply messages.
For all pre-sales support questions, please contact us at this link.
In your My Account dashboard, you will find a Support Requests tab on the side. From here you can begin a general support inquiry.
Yes. You can upload images at the bottom of the support request form prior to submitting. 24MB max file size.
We have a friendly staff ready to help you with whatever needs you may have. Simply Contact Us to get started.
You will find them on the My Account page in the Orders tab.
In your My Account area you can select the Orders tab and click on the Order that requires support. When that order screen opens you will see an area where you can submit a ticket requesting support for that particular order. Once the ticket is created you will find the replies for the ticket and you will be able to submit new reply messages.
Yes. This is something we do all the time. You can get started on the Request A Quote page.
Yes. We send invoices out for custom orders regularly. Click Request A Quote to get started.
This button is generated by the shopping system when an order attempt was not received as paid. This can happen for multiple reasons, but if you believe you did pay for the order, please Contact Us so we can get everything squared away.
Invoices
Sometimes we generate invoices from within our shopping system itself. It is this Pay button that allows you to pay for the invoiced order.
What About The Cancel Button?
The Cancel button next to the Pay button will cancel the entire order prior to payment. Make sure this is what you want to do. Feel free to Contact Us with any questions.
Yes, once the order is complete.
Orders marked as Completed can be reordered with the click of the Order button that appears on the Order details page in My Account. The page is accessible via the linked order number or the View button.
The Order again button recreates the order, places the items in the cart and directs you to the cart page, from here you can edit it or Proceed to checkout.
Once you place your order you will receive an email with the unloading instructions and information for delivery. Once you acknowledge this email, we will send your order to our production queue where it will be put in line and processed in the order it was placed. A member of our team will reach out to you when your order is complete and make sure you are prepared to receive and unload your material (for turf and infill shipments). When your order ships you will get another email that has the shipping and tracking information for the designated freight carrier.
Turf orders take 3-4 weeks to process and ship
Infill material can be processed and shipped within 1-2 weeks.
Glue and seaming materials ship within a week of placing your order, sometimes sooner.
You may cancel your order at any time before your order ships. If you need to cancel your order, you will need to contact a team member to confirm your order has not been shipped. You may not cancel your order after it has shipped.
The freight company will contact you to schedule a delivery window (though, we suggest reaching out the the freight company within 24-36 hours of your order being shipped). The freight company will deliver the material to your specified address but they will not assist in the offloading process. Please be prepared at the time of delivery to unload any and all materials. The freight company charges significant fees for refusing a delivery and holding these large, heavy materials at their service centers for longer than 48 hours.
You will receive an email at the time of shipment with the tracking information listed. The email will note the designated freight company and the Bill of Lading number assigned to the shipment. You can look up the freight carriers website online and enter the BOL number in their tracking system. If you have any questions regarding tracking your shipment, Contact Us or call our office at (828) 518-5787 and ask for Kaley.
We do offer refunds for the order amount minus a processing fee of 3% and a restocking fee of 10% of the order total.
Also see: Can I Cancel My Order?
ReTurf ships products to most of the United States. However, we are limited by freight cost and availability from our origin point.
We Do Not Ship To:
Arizona
Colorado
Utah
Nevada
New Mexico
Idaho
Montana
Wyoming
California
Washington
Oregon
Hawaii
Alaska
North Dakota
South Dakota
American Samoa
Guam
Northern Mariana Islands
Puerto Rico
U.S. Virgin Islands
We can accommodate most local pick-up orders at our facility in Statesville, North Carolina. Contact Us to get started.