Refund policy
The short version
We stand behind every bale we ship. If you’re not happy with your pine straw for any reason — or no reason at all — tell us within 60 days of delivery and we’ll refund 100% of what you paid. No questions asked.
And keep the straw. We will never ask you to box up pine straw and ship it back.
The details
- What’s covered: every standard box and pallet order placed on pinestraw.com, whether delivered by UPS or by freight with residential liftgate or commercial delivery service.
- The window: 60 days, counted from the day your order is delivered.
- The amount: 100% of what you paid for the order, refunded to your original payment method. Because our prices include delivery, that means everything.
- No returns, ever: you don’t ship anything back, you don’t need the original packaging, and it doesn’t matter whether the straw has been spread. Use it, share it, compost it — the refund is yours either way.
- How to claim: email sales@pinestraw.com or call (706) 796-3888 with your order number and tell us you’d like a refund. That’s the whole process.
- Timing: we process refunds within 3 business days of your request. Your bank or card issuer may take a few additional days to post the credit.
Damaged or short shipments
Covered by the same guarantee. If a box or pallet arrives damaged, it helps us — and speeds up our claim with the carrier — if you note the damage with the delivery driver. Doing so is never a condition of your refund.
Pre-orders
Pre-orders may be canceled for a full refund at any time before they ship. Once delivered, the 60-day guarantee applies as usual.
Wholesale truckloads and international orders
Wholesale truckload shipments and international/export orders are sold under separate terms. See our Terms of Service.
Fair use
This guarantee exists because we trust our customers. We reserve the right to decline a refund only in cases of demonstrable fraud or abuse.
Questions
The Pine Straw Store LLC · 1005 Walker Street, Augusta, GA 30901 · sales@pinestraw.com · (706) 796-3888