Purchasing and Delivery FAQ How can I place an order? Orders can be placed directly through our website, or directly by emailing info@gosurfturf.com, or by calling 905-664-4758.We especially recommend contacting us directly if you’re interested in printing or have questions about our products and your use case.If placing an order through email or phone, you will be provided an invoice which can be paid via credit card, e-transfer, or if purchasing for pick-up, cash or cheque. Mailed cheques may also be accepted. Do you ship outside of Canada? Yes, in addition to Canada, we can ship anywhere in the continental United States.Bear in mind orders to the United States may be subject to customs and tariff costs. How will my order arrive? Depending on the size of your order, your products may arrive as parcels or on a pallet.Products below 150 lbs in weight will be sent as packages through one of our trusted couriers (including but not limited to UPS, FedEx, and Canpar). Note that it may arrive as multiple pieces.Large orders over 150 lbs will be sent on a pallet. Depending on your address, this may require tailgate service to unload, so please let us know if you are shipping to a commercial or residential address, and whether you have a fork lift to unload the products. Pallets CANNOT be unloaded by hand. Do US tariffs apply to your products? Yes, if you are ordering to the United States, your products are subject to customs and tariff charges.For orders being sent by package (under 150 lbs), we are able to preemptively pay border charges and apply it to your invoice for expedience.For orders being sent by pallet (over 150 lbs), border charges will be billed by US Customs upon crossing. In this case, you may have the charges billed to yourself, or billed to us for expedience to be reimbursed by you. For orders on pallets, we are able to provide an estimate for border crossing charges, though this may be changed at the discretion of US Customs.If you have any concerns or questions about import charges, please contact us directly. Can I pick up my order to save on shipping costs? Yes, you are welcome to collect your order at our warehouse in Smithville, ON. Just contact us ahead of time to make an appointment. Why have I only received part of my order? If you have received a partial order by package, it is common for your product to arrive as multiple pieces on separate trucks. If your full order hasn’t arrived within 24 hours of the initial delivery, please contact us.If you have received a partial order on a pallet, please take a photo of your pallet and contact us immediately. What should I do if my package arrives damaged? If you suspect your package has been damaged during shipping, please make a note on the driver’s form so any liability remains with the courier. Take a photo of your damaged parcel as it arrived, and contact us immediately. We will file a claim for damage on your behalf.