SHIPPING POLICY

Effective Date: 21/06/2025

THE BEST PART - IT'S ALWAYS FREE! 🌱

That's right! We believe in spreading joy without hidden costs. All shipping is completely free worldwide - no minimum orders, no catch, just free delivery to almost anywhere on the planet.

WHERE WE DELIVER

We Ship To:

• Australia & New Zealand - Our home turf!
• United States & Canada - Coast to coast coverage
• United Kingdom & Ireland - Including Northern Ireland
• European Union - All 27 member countries
• Asia-Pacific - Japan, South Korea, Singapore, Hong Kong, and more
• South America - Major cities and towns
• Africa - Selected countries with reliable postal services
• Middle East - Where postal services permit

Special Delivery Areas:

We can often deliver to remote or unusual locations - just ask! We love a good challenge and have successfully delivered to some pretty amazing places.

Where We Can't Deliver:

• Areas with postal service restrictions
• Countries with import restrictions on our products
• Locations experiencing shipping disruptions
• PO Boxes in certain remote areas (though we try our best!)

Don't see your location? Email us at sendgrass@gmail.com - we're always expanding our reach!

DISCRETE PACKAGING - YOUR SECRET IS SAFE

We understand that the surprise is half the fun! Every package is sent in:

Anonymous Packaging

• Plain parcel bags containing brown craft boxes
• No company branding or logos visible
• Generic return addresses that don't reveal the contents
• Professional appearance that won't raise eyebrows

What Your Package Looks Like:

• Brown craft box inside a postal parcel bag
• Recipient's address clearly labeled on the outer bag
• Return address that appears completely normal
• No indication it's from "Send Grass" or contains artificial grass
• No promotional materials or marketing on the outside
• Double packaging ensures protection and discretion

Sender Anonymity:

• Your name never appears on the package (unless you specifically request it)
• Return address is generic - not linked to you
• Payment details are never visible to the recipient
• Complete discretion maintained throughout the process

DELIVERY TIMEFRAMES

We work hard to get your surprise delivered quickly, but remember - good things take time!

Typical Delivery Times:

• Australia: 2-5 business days
• New Zealand: 3-7 business days
• United States: 5-10 business days
• Canada: 5-12 business days
• United Kingdom: 4-8 business days
• European Union: 5-12 business days
• Asia-Pacific: 7-15 business days
• Other International: 10-21 business days

Important Notes:

• These are estimates - actual delivery may vary
• Customs processing can add time for international deliveries
• Holiday seasons may cause delays
• Remote locations may take longer
• Weather and postal strikes can impact timing (we can't control Mother Nature or postal workers!)

TRACKING YOUR SURPRISE

Tracking Information:

• Tracking provided when available from postal services
• Email notifications sent when your order ships
• Delivery confirmation where supported by local postal services
• Updates provided if there are any delays

Privacy Note:

We'll send tracking info to you (the sender), but the recipient won't receive tracking details unless you specifically request it.

CUSTOMS AND INTERNATIONAL DELIVERY

Good News:

• All customs paperwork is handled by us
• Product value declared appropriately to minimize duties
• Proper documentation ensures smooth customs clearance

Things to Know:

• Customs duties are rare but possible (recipient's responsibility)
• Import restrictions vary by country - we check these for you
• Delivery delays can occur during customs processing
• Some countries may require additional documentation

We Handle The Paperwork:

You don't need to worry about customs forms, product declarations, or international shipping requirements - we've got it covered!

DELIVERY ISSUES & SOLUTIONS

We're committed to making sure your surprise reaches its destination!

If There's a Problem:

• Contact us immediately at sendgrass@gmail.com
• We'll investigate with the postal service
• Full refund or replacement if the package is truly lost
• Alternative delivery options explored when possible

Common Issues We Solve:

• Incorrect addresses - we'll help track down the right location
• Delivery attempts failed - we'll coordinate with local postal services
• Package returned to sender - we'll resend at no cost
• Customs delays - we'll provide documentation and support

Our Promise:

If your package doesn't arrive due to our error or a postal service failure, we'll make it right with a full refund or free replacement.

SPECIAL DELIVERY REQUESTS

We Can Accommodate:

• Specific delivery dates (we'll do our best!)
• Hold for pickup locations where available
• Alternative addresses if the recipient moves
• Special instructions for delivery (within reason)

Just Ask!

Have a special request? Email us at sendgrass@gmail.com - we love making the impossible possible!

ENVIRONMENTAL COMMITMENT

Eco-Friendly Shipping:

• Minimal packaging to reduce waste
• Recyclable materials whenever possible
• Carbon-neutral shipping options where available
• Local postal services to minimize transport distances

We believe in spreading joy while caring for our planet! 🌍

SHIPPING RESTRICTIONS

Items We Cannot Ship:

• Live plants or organic materials (we use artificial grass only)
• Liquids or hazardous materials
• Items restricted by postal services or customs
• Illegal items in destination countries

Content Restrictions:

We reserve the right to refuse shipment of packages containing:

• Threatening or harassing messages
• Inappropriate content for the recipient
• Materials that violate local laws or customs regulations

CONTACT US

Questions about shipping? We're here to help!

Email: sendgrass@gmail.com

What to Include:

• Your order number (if you have one)
• Delivery address
• Any special requirements
• Your question or concern

Response Times:

• Within 24 hours for urgent delivery questions
• Same day for shipping emergencies
• We're here to help make your surprise perfect!