Terms and Conditions
Please read and confirm your acceptance before submitting an order.
ORDERS AND PAYMENT
We are here to help! Orders may be placed online at www.biggrassliving.com or by phone at (210) 735-7999. Your credit card purchase will be processed via our secure SHOPIFY credit card payment system. If you prefer, you may contact us to process your payment during regular business hours, M-SAT 9am to 6pm and Sun. Noon-5pm, Central Time, at (210) 735-7999 or at firstname.lastname@example.org.
We are closed on:
- New Year's Day (January 1)
- Easter Sunday
- Independence Day (July 4th)
- Thanksgiving Day
- Christmas Day
Shipping charges are pre-paid. The transaction is made when your order is placed. Sorry, no C.O.D. orders are accepted.
Additional charges such as delivery appointments, redelivery due to incorrect or incomplete destination address information, or additional requested services will be charged to the customer.
Payment: Big Grass accepts payment with Visa, MasterCard and American Express. For larger orders and international orders, we also accept both domestic and international wire transfers with verifiable accounts. Wire fees are paid by the sender. Please inquire for details.
Once your order has been processed for payment and shipping, you will receive a confirmation e-mail.
Orders placed online are exempt from Texas sales tax for out-of-state destinations. Orders purchased from within the state of Texas will be charged applicable sales tax for Bexar County, Texas, which is currently 8.25%.
If your business is tax exempt for resale purposes or non-profit reasons, we require a completed sales tax waiver for our records. We can provide the appropriate form to be completed and placed in our records. Please inquire at email@example.com.
Order confirmation: Once you have placed your order, your shopping cart will show a confirmation and you will receive an e-mail with the confirmation. Once your order has shipped, you will receive a confirmation with the shipment details.
You may also receive occasional e-mail newsletters with product introductions, discounts and other Big Grass Living news. If you do not wish to receive these, you can opt out at any time. We will never share your e-mail address except for shipping and claims processing, as required by the carrier.
Returning customers: If you have created an online account, you can login, check previous orders and place new orders.
Low- or out-of-stock items: Because many of our products are made by our overseas artisan producers, we cannot always guarantee immediate availability. We have a regular overseas ocean freight container shipping schedule to our San Antonio, Texas warehouse. Please inquire if an item is out of stock or if you would like to order a product in a larger quantity than is currently in stock.
We work directly with our overseas producers, so we offer the opportunity to order in larger quantities as part of our regular shipping schedule.
Backorders: Big Grass Living does not schedule or process backorders unless requested by the customer. If you see an item on the website that is out of stock or not currently available in the quantity desired, please let us know. We have a regular container arrival cycle for inventory replenishment.
Colors shown in our online photos and print material may vary slightly from the items shipped. All handcrafted items and ceramic pieces have some degree of variance in color, size, texture and finish. These variations add to the character of the designs and to the individuality of each piece.
Terra cotta and ceramics products: Small surface cracks (non-structural) or "pops" (bubbles) in terra cotta and glazed ceramics products are a normal occurrence during the drying and firing process of natural clay materials, and they are not considered a defect. Some of our ceramics producers use wood fired kilns that may impart some color variations in the finish, including some brown or gray areas on terra cotta products. This is a normal occurrence due to mineral deposits effects created during the firing process.
For glazed ceramic pots and decor items, glazes may exhibit some variation in color and translucency. Craze marks may be present in these glass-based silica-type glazes. Our hand-made ceramic pots are glazed with natural mineral pigments, creating unique works of art. They are not mass-produced using synthetic pigments often found in factory facilities.
Wood products: Wooden furniture, wooden decor items, wooden antiques and our teakwood baskets will exhibit variations in grain pattern, color size and texture, and may include non-structural cracks from the drying and curing process. These features are not considered defects and are due to the natural wood tones and grain variations.
Wooden products may also have marks left from tool work, small repairs and patches, knot holes, worm holes and other naturally occurring blemishes.
Potential separations and cracks on wooden pieces can occur naturally as the wood cures and dries, enlarging existing separations over time. These cracks do not compromise the strength or structural integrity of the piece, and are considered part of the natural beauty of the product. They are not considered a defect.
Our wood products are made from a variety of sustainably harvested tree species responsibly harvested from a tropical climate. Depending on your climate or the humidity of the interior or exterior environment in which you place your purchase, additional may cracks may form. Once the wood completely cures, this natural process will cease. If you wish to enhance or replenish the finish of the wood, you can do so with a natural color wood oil or teak oil widely available at home improvement stores.
If a crack develops due to curing and drying, that compromises the strength and structural integrity of the product, please contact us for a replacement within 30 days of receipt of the item.
Our antiques and repurposed and upcycled wooden products have had interesting previous lives. Their blemishes and wear refer to the piece's previous life and uses and enhance their beauty and character. They are only intended for decor use unless otherwise indicated in the product description.
If you have questions about our products or other Big Grass Living issues or opportunities, please call us or e-mail us! We love to talk to our customers.
If you e-mail us questions, or leave an after-hours phone message, please provide us with your cell phone and/or landline phone number(s) along with your e-mail address for us to contact you as efficiently and as quickly as possible.
SHIPPING AND DELIVERY
Shipping charges are indicated on the Shopping Cart page before completing your purchase. If any promotional discounts are used, shipping charges are applied after the discount is calculated and are not discounted.
In-stock items will ship within 2 business days upon receipt of your order. In the event of circumstances beyond our control, we will contact you via e-mail or phone (if provided) to inform you of any delays.
Standard delivery is made via UPS ground shipping services. Packages are delivered Monday through Friday. Saturday deliveries are not available. Our automated e-mail notice system will provide you with UPS tracking information once your order has shipped.
Faster delivery options via UPS (air and ground) are available at check-out for additional fees.
Shipping rates are set by the UPS rate calculator integrated within our shopping cart. Rates depend on delivery destination (distance), order weight and volume and packaging dimensions. These rates are not calculated based on the price of the item. Lower cost and/or heavier or bulkier items may incur a higher UPS charge (depending on size and weight) than smaller, higher priced items that are lighter in weight.
Big Grass Living standard shipping covers the continental United States, not including Alaska and Hawaii: Shipping to remote areas or destinations requiring boat or ferry connection may require more time, incur higher delivery fees and may not be available to some areas for reasons beyond our control.
Big Grass Living may on occasion offer a promotional shipping rate that is based on your total order cost.
We are not responsible for lost or stolen packages once delivery confirmation has been provided by the carrier.
Large items, including furniture, custom items and Ong® Jars, may require additional finishing, preparation and packing time. We carefully pack large item orders in wooden crates to protect the products during shipment. We will advise you of any additional time or packing charges required to prepare these items for delivery.
Items that are larger or heavier than what is accommodated within standard UPS rates or air shipping rates, will require a custom freight quote, as indicated on the website with the product description. We regularly ship large items and use an economical freight consolidator service that shops for the lowest rates among many freight companies for nationwide delivery.
Please inquire with Big Grass and allow us up to 48 hours to quote a shipping rate for these orders.
The freight companies will receive your phone number to provide you with a delivery window. Freight deliveries are curb-side only. Scheduled appointments and add-on services such as lift gate delivery are available for additional fees. For White Glove delivery service, please inquire.
Standard deliveries occur Monday through Friday from 9 a.m. to 5 p.m.
Delivery dates are provided as an estimate only and are provided by our carriers from the date of purchase. Reasonable allowances must be made for packing and shipping your order. If you have an urgent order, please consider an expedited shipping option.
If you have special circumstances requiring urgent delivery, please let us know. We will strive to accommodate your request where and when possible. Additional fees may apply.
We endeavor to keep our customers informed of any delays in arrival times. We are also eager for the arrival or our new shipments!
Shipments to Alaska, Hawaii and U.S. Territories, and overseas are available at additional charges. Please provide us with the contact information for your freight forwarding agency if shipping outside of the country. If you need advice on reliable agents for ocean freight forwarding, we can provide a referral as a courtesy to you.
Freight estimates, payments and deliveries: We will make arrangements with overseas freight agents only after payment in-full is received for your order. Accurate overseas freight estimates can only be made after an order is packed and prepared for shipping. Additional service charges and special packing requirements may be applied to your purchase. Big Grass does not pay these fees for retail orders; you will be provided with the appropriate freight company contact information to pay these charges.
Third-party shipping charges may vary for reasons beyond our control. Big Grass is not liable for any losses or damages to your purchase once accepted by a third-party shipper with the exception of our standard domestic shipping services.
Warranty and Liability: Big Grass Living is not responsible for delays due to shipping and custom-item production time tables and circumstances beyond our control, including Port arrival dates for custom items and US Customs holds and delays for items purchased from arriving shipments that are not currently in stock upon purchase. Nor are we liable for any damages whatsoever, (except product replacement or refund consistent with our stated terms) whether direct or indirect, resulting from our failure to perform unless previously agreed in writing by an authorized agent of Big Grass Living.
No split orders: Orders can be shipped to only a single address. For multiple delivery addresses, separate orders are required.
In-store pick-up: For your convenience, we offer in-store pickup if desired. Please indicate this preference on your order and provide us with your e-mail address and phone number(s). We can hold items in-store for 10 days at no additional charge. After 10 days, your purchase may be moved to our nearby warehouse. If this occurs, an appointment is required to pick up your purchase. After 30 days, your purchased item(s) will be returned to inventory and we reserve the right to provide you with a gift certificate in the amount of your original purchase in place of a refund. Refunds are not available for product that has not been picked up by customer, nor made on purchases left at Big Grass after this 30 days from the date of purchase. period.
Packaging and crating: We believe in conserving our natural resources wherever and whenever possible. When appropriately sized and repurposed/recycled boxes and wooden crates are available and in good condition, we will use them to ship your order. We also reuse internal packing materials such as shredded paper, bubble wrap and foam board. This practice helps keep these materials out of the landfill and minimize our environmental impact, while keeping our shipping prices as low as possible. Our boxes and crates have had interesting previous lives and travels. We encourage you to also reuse these materials whenever possible and keep their (and your) good karma flowing!
Questions regarding your order and shipment issues? Please contact us at (210) 735-7999 M-SAT 9am to 6pm and Sun. Noon-5pm, Central Time, or at firstname.lastname@example.org anytime
We are closed on:
- New Year's Day (January 1)
- Easter Sunday
- Independence Day (July 4th)
- Thanksgiving Day
- Christmas Day
RETURNS, DAMAGE CLAIMS AND CANCELLATIONS
Returns: Your satisfaction with your order is very important to us. If you are dissatisfied with any product you order, please contact us immediately upon receipt at info@biggrassliving. Please see exceptions for returnable items below. After you receive confirmation for your return, you will be issued a return authorization number.
Many of our items are "one of a kind" and fall under the 14-day return period to ensure availability of for our other customers. Returnable items eligible for refund must be received in the original packaging and in original, undamaged condition within 14 days of their receipt.
Exceptions to returns: Custom items or special-order items are not returnable unless a product was shipped in error or subject to a manufacturing defect. Items purchased on sale are also not returnable for refund or exchange unless shipped in error.
Refunds: For approved returns under $100.00 (The original purchase receipt must be included with the return), a credit will be issued to the credit card used for the original transaction for the cost of the item including sales tax, and not including original shipping fees and any additional packing fees charged. Return shipping is paid by the customer. A 4% charge will be deducted from the return amount to cover merchant services fees charged to us by your credit card company.
Please allow a complete credit card billing cycle for a refund credit to appear on your monthly statement
For purchases (including sales tax) over $100.00, a company check will be issued for approved returns. Please allow up to 14 days for receipt of the payment. Original shipping fees, any additional packing fees charged, and a 20% restocking fee will be deducted from your refund of up to $50 per item.
The customer pays the costs for return shipping.
Damaged returns: If your order arrives damaged, please let us know immediately via e-mail. We will work with you to replace it as quickly as possible within our return policies. Please reference our “Damaged or Short order” returns policy below.
Approved returns for damages reasons must be received within 14 days at the address listed below. For damages exchanges, the replacement product will be sent once the original product is received. If the item is out of stock we will issue a full refund if suitable photos and required damage claim information is received from the purchaser within the time frames explained above.
Please consider that many of our items are hand-crafted from natural and handmade materials, so there may be slight variations from the product pictured on the website and are not considered a defect. Please refer to our Product Characteristics under Orders and Payment details for an explanation of natural variations in product textures, colors and surface details, along with other details about damages exclusions.
Refunds for shipping, handling and additional packing charges are credited only if your order was incorrectly shipped or arrives damaged or defective.
Gift returns are eligible only for credit with a Big Grass Living gift certificate in the amount of the original purchase plus sales tax, minus any original shipping or packing charges.
Returns due to size and dimension reasons are not accepted unless a significant error in listed product dimensions is indicated on the website. Our Webmasters work diligently to assure that prices, dimensions and product descriptions are accurate. Any purchase of a product with incorrect information listed on the website will be refunded to the buyer once the product is returned in salable condition.
Prior confirmation from Big Grass Living is required before products may be returned for refund or exchange. A code for the return(s) will be provided to the customer. If products returned for damages are deemed to be resalable, a 20% restocking fee will be charged.
Shipping charges and any additional fees related to delivery are paid by the customer and are not refundable.
Any promotional discounts or coupon codes are not eligible for use for exchanges or for custom orders. These discounts or coupons may not be combined with any other discounts and are valid only for use during the time frame indicated.
If a price change occurred before an update by our Webmaster, the customer will be notified of the price change before the order is processed.
Please send pre-authorized returns: to the following address:
Big Grass Living
637 West Hildebrand Ave.
San Antonio, TX 78212
Damaged or short orders: Please notify us immediately upon receipt of any damaged product via email@example.com or (210) 735-7999 during regular business hours. Please reference your order using the Order Number located at the top of your order confirmation.
UPS and freight carriers require that for processing of claims, damages and any shortages in your order, they must be reported within 3 business days of the shipment arrival. Shippers require photos for Big Grass Living to submit a damage claim, so please submit photo documentation of damaged products and packaging within the 3-day time frame. In the event of multiple damaged items, close-ups and clearly viewable and understandable easily interpreted photos of each damaged item, and from various angles are required for a damaged shipment claim.
Also, please note any damages or shortages on the delivery paperwork and retain a copy, before you sign the "Bill of Lading" for delivery. Please note any evidence of possible internal damages such as crushed corners and sides, tears, punctures, water stains or damages and incorrectly positioned "wrong end up" delivery placement.
You may also choose to refuse your shipment upon delivery when significant damage to the package is obviously visible. Photos of exterior damages are required to substantiate reasons for a refused delivery.
For your convenience, if you prefer to submit text-messaged photos, please request a mobile phone number from us.
If these procedures are not followed, the carriers and/or Big Grass Living can deny the damage claim and a return for damages reasons may be denied.
For approved returns due to damages, the product(s) must be returned to Big Grass Living at the above listed address within 14 days from the date of original delivery.
Please contact us immediately to report damages either visible upon delivery or once your product is unpacked. We will request photos of the products as indicated above to process your damage claim. Once we receive the necessary documentation we will contact you regarding your claim and resolution.
Original and return shipping fees are non-refundable unless a return is approved due to damages, defect or error by Big Grass Living.
Big Grass is not responsible for returning merchandise purchases that may be lost during transit.
We recommend you insure your purchases during shipping. This will also expedite payment for disputed damage claims from the carrier.
Please refer to our PRODUCT CHARACTERISTICS details for an explanation of natural variations in product textures, colors and surface details, along with other details about damages exclusions.
Order Cancellations: A request to cancel an order must be received in writing (firstname.lastname@example.org). Charges for your order are processed immediately after placement through our secure Shopping Cart. For phone orders, we process your order on this same point of sale system. Cancelled orders will require a 4% credit card transaction fee. This fee covers charges incurred from our merchant services provider for both accepting and processing your payment, and then reversing your payment. If your order has already been packed and processed for shipping, it cannot be cancelled and will then be subject to our returns policies.
Once payment is accepted for custom orders, special orders and sale item purchases, the order cannot be cancelled and any deposits made will be non-refundable unless the wrong item is received due to a shipment error or a manufacturing defect.
Back ordered purchases can be cancelled under the following conditions: Big Grass Living's refund policies and timeframes apply to the return of any amount paid in advance of arrival of your product at our San Antonio, Texas warehouse, and before your product has been packed for shipping. A 4% fee may be charged for credit card processing fees paid by Big Grass to our credit card merchant service.
If you have any questions about our returns or damages policies please call us during regular business hours (Central Time) at (210) 735-7999. If you contact us after hours, or if no one is available to answer the phone, please leave a detailed message including your phone number(s) and your order number. We will return your call as soon as possible.