Operator
866.222.1422
Earth Friendly, 100% Recycleable Artificial Thatch

Shipping and Returns Policy

ArtificialThatch.com and our parent company Backyard X-Scapes. Inc work with some of the most reliable shipping services in the country. We strive to provide 100% accuracy when working with our valued customers, with the fastest turnaround time and timeliest delivery possible. Every order is packed carefully to avoid any damage that may be incurred during shipping.

Online Ordering

Online orders are sent from our San Diego, California warehouse and may take up to 2-3 days to be processed and shipped. We reserve the right to hold or refuse to ship any domestic or international order we deem fraudulent.

Online ordering is available within the continental U.S. For international orders and orders to Hawaii, Alaska, and US territories (Puerto Rico, etc.) please contact customer service. We'll be happy to help. You can call customer service at 866-222-1422 or e-mail us. See our Contact Page for current office hours.

Shipping Restrictions

We can not ship to PO Boxes; physical addresses are required for all orders. For expedited shipments, please call 866-222-1422. See our Contact Page for current office hours.

Transit Time

Once product is shipped, transit time can vary from 1 to 5 business days via UPS or FedEx. Shipping via common carrier can take 1 to 10 business days.

Tracking Your Order

You will automatically receive an e-mail confirmation once your purchase has been completed. You will also receive a shipping notification when products are shipped. Please call 866-222-1422 or e-mail us if you have any difficulties locating your tracking information. See our Contact Page for current office hours.

Shipping Damage

We recommend that all customers inspect packing for damages immediately, and mark any areas of concern on the delivery’s paperwork or with the driver at the time of delivery and before signing the carrier's bill of lading for receipt. Also, please inspect product promptly and contact us immediately if you experience any problems with your shipment. It is extremely helpful to have a camera handy while documenting any damages to the product or packaging. Please contact customer service at 866-222-1422 immediately to notify us of any missing or damaged items.

Return Policy and Refunds

We want you to be satisfied with your purchase, and we’ll make every effort to accommodate your needs. Returns and exchanges can be made up to 30 days after the receipt of your merchandise. Before returning, please call 866-222-1422 or e-mail us. See our Contact Page [link to page] for current office hours.

If making a claim of defective or damaged product, you may be asked to provide photographic evidence.

Refund processing will begin once the product is received in its original condition. Credits may take up to 30 business days to be completed.

Shipping Charges

Shipping charges are non-refundable. We will provide you with a return authorization number. Shipping for return items are the customer’s responsibility, except in the case of miss-shipped, defective or damaged product.

Restocking Fee

A 20% restocking fee will apply for returns. No restocking fee will apply for miss-shipped, defective or damaged merchandise. If making a claim of defective or damaged product, you may be asked to provide photographic evidence.

Return Shipping

Any damage incurred during shipping of returned merchandise is the responsibility of the customer. Take pictures before returning the product to document condition so you may make a claim against the carrier in the case of any damage incurred during shipping.