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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 on every product we sell with a full refund. The PREGRA ARTIFICIAL GRASS MATERIALS must be returned 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 how to return the artificial grass to the store, NEAREST YOU.

REFUNDS FOR ARTIFICIAL GRASS INSTALLATION SUPPLIES, GROOMING RAKES:

For all other refunds and exchanges of installation goods and materials – please contact 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 at any one of their Costco warehouses worldwide. To expedite the return process, please have your order confirmation email with you. If you are unable to return your order at one of their warehouses, please contact 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 on 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 tracking number. If you are unable to locate this email, it may have been sent to a spam or junk mail folder. The UPS label within the email will be available for printing for 10 days. The label itself should be used within 20 days after receipt of the email. UPS will not pick up the item. You will need to 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, each containing one label, when you are returning 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 being returned at the same time please help us by ensuring that proper return documentation is attached to each box. The labels you receive will include an item # corresponding to the item being returned.

How do I return product that was delivered by a large freight carrier?

Once you have notified Costco.com of your desire to return the product, you will be contacted by a carrier to arrange a date for a pick up. 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. For small carrier delivered packages (UPS, FedEx), please keep the product in the original shipping box. 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. You will be contacted by a member of our returns team via email or phone with directions regarding the return of the product.

My package is lost, what happens next?

Please contact us at customer service or call our customer service center at 1-800-955-2292 for assistance.

Are there special instructions if UPS will be coming by to pick up the product?

If special circumstances require a UPS pick up, we will send a pick up request to UPS.

• UPS will make their first attempt to pick up, one to two business days following our request.
• If the product is not available for pick up, a notice will be left on your door.
• UPS will make three attempts to pick up the return.
• Please contact us if you have missed the UPS pick up three times so that we may request additional attempts.
• If you have more than one box for your return, UPS will have a label for each box.

When can I expect to receive my refund?

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

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