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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

We are located in the majestic mountains of far west Texas.
We do not have a walk-in store and cannot accommodate walk-in traffic.
Please place your orders via this website or you can email

 

ORDERING INFORMATION

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 email us and we will make every attempt to correct it prior to mailing.

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 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 on regular priced items. 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. 

Contact us via email at: inquiries@long-grass.com to request a return authorization. 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 match your returned product to the RMA paperwork you initiated and will then process your exchange. We request that you email us prior to mailing it back. 

For your protection, returns should be shipped prepaid WITH insurance. Original shipping fees are non-refundable.

We strongly recommend you obtain a tracking number from your carrier.

Closeout Items:

Items purchased on a closeout sales are final and NO RETURNS ACCEPTED AND NO REFUNDS will be issued. 

Unauthorized Returns:

Items returned without prior authorization by the Returns department may be subject to a 25% return fee as well as a 10% restocking fee. Shipping fees for unauthorized returns are forfeit. Customers may not be contacted regarding unauthorized returns. Unauthorized returns on non-returnable items may be disposed of. Long Grass LLC reserves the right to deny any return.

Any closeout products returned are considered unauthorized returns. Unauthorized returns may be returned to the Customer and the Customer may be charged a $50 processing fee per shipment returned, plus related freight charges. If the Customer refuses the returned shipment of unauthorized returns from Long Grass LLC the Customer agrees to relinquish all right and title to and waives all claims against Long Grass LLC for credit related to such products. 

Due to changes in shipper policies (UPS, USPS, FedEx, etc.), you will be charged a "return shipping fee" if your package is returned to us for any reason, such as:

 You provide us with an incorrect or incomplete shipping address.

 You refuse to accept a package when it is delivered to you.

 You are not present to sign for a package delivered to you.

 You change your mind about an order after you place it with us.

 

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 12pm 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.

INTERNATIONAL SHIPPING

Our website will quote international shipping for your product. 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.

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.