Return & Refund Policy – Direct Landscape Supply Calgary
Return & Refund Policy
Review our policies regarding returns, refunds, order cancellations, damaged products and special-order landscape materials.
These terms apply to purchases made through Direct Landscape Supply online and at our applicable pickup or sales locations.
Understanding Our Return & Refund Policies
At Direct Landscape Supply, we want customers to understand our policies before purchasing landscape materials. Many of our products are made, cut, bagged or allocated specifically for an order, which limits their eligibility for cancellation or return.
Made-to-Order Products
Products made, cut, bagged or allocated to an order are not returnable once the order has been processed.
Order Cancellations
Eligible cancellations are subject to a 5% transaction fee. Orders already in production or fulfillment cannot be cancelled.
Order Issues
Report order issues immediately upon delivery or pickup, with supporting photographs.
All Sales Final – Made-to-Order Products
All products are made, cut, bagged or allocated to order.
For this reason, we do not accept returns once an order has been processed.
Product-specific terms are outlined below. Certain approved returns of eligible paver, retaining wall and stone products may be considered under the conditions stated in this policy.
Reporting an Order Issue
If there is an issue with your order, it must be reported immediately upon delivery or pickup.
Photographs showing the issue must be emailed to:
Claims reported after installation or material use may not be eligible for review.
Customers should inspect their order before installing, transferring or using the materials whenever practical.
Sod Return & Refund Policy
Sod is a perishable, live product and must be installed the same day as delivery.
Once sod has been delivered, it is non-refundable and non-returnable.
Customers should prepare their installation area and watering arrangements before their sod arrives.
Order Cancellations & Transaction Fees
5% Cancellation Fee
Orders cancelled after being placed are subject to a 5% transaction fee to cover non-refundable processing fees charged by our payment provider.
48-Hour Cancellation Window
Orders not yet in production may be cancelled within 48 hours of order placement, subject to the 5% transaction fee.
Pavers, Retaining Walls & Stone Returns
Special-order paver, retaining wall and stone products cannot be cancelled once processed.
25% Restocking Fee
Approved returns of pavers, retaining wall blocks and other eligible stone products are subject to a 25% restocking fee.
All returns must be approved by a manager in advance.
Return Condition Requirements
Products that have been moved, installed, transferred or handled are not eligible for return.
Returned products must be in their original, unused, resalable condition.
Return Restrictions by Product Category
Bulk Landscape Materials
Bulk materials, including soil, gravel, sand, rock, aggregates and similar products, are non-returnable and non-refundable once delivered or picked up.
Composite Decking & Accessories
Composite decking and accessories are non-returnable and non-refundable.
Artificial Turf
Artificial turf is cut to order and is non-returnable and non-refundable.
Special-Order Products
All special-order products are final sale and are not eligible for return or refund.
Pallet Returns & Applicable Credits
Eligible pallet-return programs are separate from the product return and refund conditions described above.
Any applicable pallet return, deposit or credit is governed by the terms of the relevant pallet-return program.
Review Pallet Return Terms
Learn about eligibility, return requirements and applicable pallet credits.
View Pallet Return Policy →Contact Us Before Returning
Confirm the applicable return location and requirements before transporting pallets.
Contact Direct Landscape Supply →Review Your Order Carefully
Because many landscape products are prepared specifically for an order, customers should confirm all order details before checkout.
Product Selection
Review selected materials, colours, sizes and product specifications.
Material Quantities
Confirm the amount required for your project before ordering.
Delivery & Pickup
Review delivery dates, site access and pickup arrangements before completing the purchase.
We Got the Sod, Stone & Bulk!
We supply sod, bulk landscape materials, pavers and hardscape products for projects throughout Calgary and surrounding communities.
Returns, Refunds & Cancellation FAQs
Can I return landscape materials after delivery?
Bulk materials are non-returnable and non-refundable once delivered or picked up. Other products are subject to the applicable product-specific terms in this policy.
Can I cancel my order?
Orders not yet in production may be cancelled within 48 hours of order placement, subject to a 5% transaction fee. Orders already processed, allocated, cut, bagged, shipped or sent to production cannot be cancelled.
Why is there a 5% cancellation fee?
The fee covers non-refundable processing fees charged by our payment provider.
Can I return unused pavers or retaining wall blocks?
Eligible returns require manager approval in advance, must meet the stated product-condition requirements and are subject to a 25% restocking fee.
Does the 25% restocking fee apply to stone products?
Yes. Approved returns of eligible pavers, retaining wall blocks and other eligible stone products are subject to a 25% restocking fee. All returns require advance manager approval.
Can I return sod?
No. Sod is a perishable live product and is non-returnable and non-refundable once delivered.
What if my order arrives damaged or incorrect?
Report the issue immediately upon delivery or pickup and email supporting photographs to info@directlandscapesupply.ca . Claims after installation or use may not be eligible for review.
Can I return artificial turf?
No. Artificial turf is cut to order and is non-returnable and non-refundable.
Are pallet returns covered by this policy?
Eligible pallet-return programs have separate terms. Review our pallet-return policy for applicable requirements.
Contact Direct Landscape Supply
If you have questions about returns, cancellations, damaged materials or order authorization, please contact our team before placing your order or returning products.