Customer Care
GUARANTEE POLICY
100% SATISFACTION GUARANTEED
Long Grass LLC stands behind our products. We want you to be 100% satisfied with your purchase. If you are not pleased for any reason – simply call us.
HOURS OF OPERATION & LOCATION
Monday-Thursday 9am – 6pm CST
Friday 9am-12pm CST
We are located in the beautiful river city of San Antonio Texas.
If you are in the area and would like to see our products, call our offices and we will direct you to the local retailers who carry our line.
ORDERING INFORMATION
Order by phone 210-408-6402
If you feel more comfortable speaking with one of our consultants, please call! Our friendly and knowledgeable staff will answer your questions and take your order. For orders received before 2:00 pm CST we make every attempt to ship the same day. For your security, we do not accept fax orders.
Order online at www.LONG-GRASS.com
Visit us online where we make shopping fast, easy, and safe. You will find online only products and additional information about products in our catalog. We absolutely do not share your information with anyone. Our online ordering system is in place to allow you to shop at your convenience 24 hours a day, 7 days a week. You will receive an email confirmation after placing your order. Please verify that you selected the colors and sizes you intended. If you find an error, just call or email us and we will make every attempt to correct it prior to mailing. All in stock items will leave our facility within 24 hours.
Order by mail
Complete the order form and mail with your payment. Credit card or Money Orders are recommended as orders paid by check may be delayed for check clearing. Please provide a daytime phone number or email so we can contact you if there are any concerns.
EXCHANGES AND RETURNS
Long Grass stands behind our products. If you find that an order you placed does not meet your expectations, please call or e-mail us so that we may assist you in getting the products you are seeking.
Long Grass has a 30-day return and exchange policy. You may return your merchandise to Long Grass within 30 days upon the receipt of your product for a refund of the purchase price less shipping and handling. After the 30 days, we will gladly exchange or issue store credit. The returned item must be returned in it's original condition with tags. Refunds will be applied to the original credit card used at the time of purchase. Please be advised that refunds on a credit card may take up to 2 billing cycles to reflect on your statement.
Items purchased on a closeout sales are final and NO REFUNDS will be issued. Closeout items that are returned will be issued a store credit only.
If you receive a product and determine it is not exactly what you were expecting, let us know and we will work with you on exchanging the product for something that better suits your needs. Please ship the original product to Long Grass with a note explaining the situation that includes your name and contact information. Our customer service manager will then process your exchange. We request that you call or email us prior to mailing it back. This will help expedite the paperwork and return/exchange process once your product arrives. For your protection, returns should be shipped prepaid WITH insurance. Original shipping fees are non-refundable.
PAYMENT OPTIONS
We accept Visa, MasterCard, American Express, and Discover through our Secure Transaction System. Please do not email your credit card information to us. In accordance with the law, we do not maintain your payment information once payment has cleared. You will need to submit payment information each time you order. No COD’s or cash. All orders must be paid in U.S. funds.
SAFE SHOPPING GUARANTEE
Security is very important to us. We take every possible precaution to protect the integrity of your credit card information. We use a SSL (Secure Socket Layer) digital certificate to provide our customers the strongest certificate services available to ensure that your order information is kept secure and private. After you have added the products you wish to purchase to your shopping cart, click on the "Secure Check-Out" button you should look for three separate things that will tell you that you have a secure connection.
1. On the address bar for your browser, the "http://" will have changed to "https://" indicating you are on a secure connection, and
2. At the bottom of your browser page look for the "lock"
if you are using Internet Explorer or FireFox, or the "solid key" if you are using Netscape
3. The floating security certificate logo on the check-out page. You can use your mouse to hover over the logo and receive up to the minute security information
PRODUCT DISPLAY AND AVAILABILITY
We have made every effort to display the products featured on our web site and in our catalog as accurately as possible. Because of the differences in the display and color capabilities of computer monitors we cannot guarantee the accuracy of the display of the colors, details, and textures (See Guarantee Policy). As merchandise availability changes, we will make every attempt to keep our site current. We reserve the right to make changes in the merchandise without prior notice.
SALES TAX
We are required to charge State and Local sales tax on orders billed to and/or shipped to Texas addresses. Sales tax is charged on both merchandise and shipping charges.
SHIPPING
STANDARD SHIPPING
When standard shipping is selected we ship UPS Ground. If you provide us with a valid e-mail address, we will be able to provide you with a tracking number for your shipment.
All in-stock items will leave our facility within 24 hours of receipt of your order. Orders placed after 2pm CST or on holidays/weekends will be processed the next business day. If you have a special request as to the method of shipping you want us to use, you will need to call our offices or email us your preference.
Shipping charges may be subject to sales tax depending on the tax laws of the state the order is being shipped.
EXPEDITED DELIVERY
2nd day and Next Day mail is an option, at an upgraded cost and is shipped via UPS. Expedited shipping orders will be processed the same day if placed prior to 2pm CST.
INTERNATIONAL SHIPPING
At this time our online ordering system cannot quote International shipping rates. We will quote international shipping on an individual basis by contacting you through the e-mail address you provide. We will await your approval before we ship your order and apply any additional charges to your card. You are responsible for any additional charges for duties, fees and taxes that may apply to your shipment upon notification by your local Customs office.
Long Grass is not responsible for international shipments that are not delivered. We do our best to track and insure your purchase and provide you with the appropriate information.If you are outside of the United States, we ask that you email us with your mailing address and item(s) you wish to purchase so we may obtain a quote of your shipping charges.
INTERNATIONAL DUTIES AND TAXES
International orders are subject to duty and taxes payable to your local Customs Office. The recipient is responsible for the payment of applicable duties, taxes, and other fees. Those charges are in addition to and independent from our product and shipping charges. Long Grass LLC does not collect, assess or advise on taxes and duty. It is your responsibility to contact your local Customs Office for information on duties, taxes, and restricted items. Gift orders may be assessed duty depending on the country.
