Honest rules. Some things can be undone. Some things — once cut or dumped — can't.

CANCELLATIONS BEFORE DELIVERY

You can cancel for free any time up to 2 hours before we dispatch the truck. After that, your order is loaded on the truck for the day — so a 5% cancellation fee applies, to cover the labor of pulling it back off. Call 817·765·1655 or email hello@theoutdoorcompanycompany.com with your order number. Card payments are refunded to the original card (less any fee); contractor invoices are credited. Sod is cut fresh the morning of delivery and has its own cutoff — see below.

Ordered through our AI agent? You get an extra hour — cancel free up to 1 hour before dispatch. Just have your order number ready when you call or text.

BAGGED PRODUCTS

Sealed, unopened bagged products in resaleable condition can be returned within 14 days of delivery. Customer is responsible for returning them to our intake. A 15% restocking fee may apply.

Opened or damaged bags are not returnable.

BULK AGGREGATES (MULCH, ROCK, SOIL)

Once we've dumped bulk material at your site, it's yours — we can't reload, store, or resell mixed-source aggregates. Cancellations need to happen before the truck arrives.

If the wrong product was delivered or the volume is significantly short, we'll make it right: call within 24 hours and we'll either replace, top off, or refund the difference. Send photos and your order number to hello@theoutdoorcompanycompany.com.

SOD

Sod is cut fresh on the morning of delivery from our partner farms. Once cut, it cannot be returned or refunded — it's a perishable agricultural product with a 24-hour install window.

If your sod arrives in poor condition (yellowed, dry, broken pallets), photograph it on arrival and call us immediately. We'll either replace the affected pallets or refund them at our discretion.

HARDSCAPE & PALLETIZED ITEMS

Unopened pallets of flagstone, pavers, or boulders can be returned within 14 days for store credit minus a 20% restocking fee, plus re-pickup cost if applicable. Custom-cut or special-order hardscape is non-returnable.

DELIVERY FEES

Delivery fees are non-refundable once the truck has been dispatched — that's a real labor cost we've already paid out.

HOW REFUNDS PROCESS

• Card payments — refunded through Stripe to the original card. Typically appears in 5–10 business days depending on your bank.
• Contractor net-terms invoices — credited against your account balance; visible on your invoices page.
• Cash or check — refunded by check mailed to your billing address.

CHARGEBACKS

Please contact us before disputing a charge with your bank. We can almost always resolve it faster directly. Frivolous chargebacks may result in your account being closed.

QUESTIONS

817·765·1655 or hello@theoutdoorcompanycompany.com.