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Refund Policy

Effective Date: July 24, 2023 Last Updated: July 6, 2026

This policy explains how cancellations, order changes, returns, delivery issues, and refunds work for Hello Gravel orders. It is part of our Terms of Service.

Our goal is simple: get the right material delivered safely, clearly, and fairly. Because we deliver bulk natural materials through local suppliers and haulers, some parts of the process work differently than a boxed retail shipment.

Cancellations

You may cancel your order without penalty if you notify Hello Gravel at least one full business day before your scheduled delivery date.

Business days are Monday through Friday, excluding holidays.

Orders scheduled for the next business day are not eligible for cancellation once confirmed. For example, a Monday delivery must be cancelled by the prior Friday during business hours.

Cancellations requested after the one-business-day cutoff may be denied or may be subject to cancellation, dispatch, supplier, or hauler fees.

Once delivery is in progress, the order cannot be cancelled.

Order Changes

You may request changes to your delivery date, material, quantity, address, or contact information up to one full business day before your scheduled delivery date.

Business days are Monday through Friday, excluding holidays.

After the one-business-day cutoff, changes are not guaranteed. We will still do our best to help however we can, but supplier schedules, hauler dispatch, material availability, and route timing may limit what can be changed.

Changes requested after the cutoff may require rescheduling, added delivery costs, or a new order.

Returns

Bulk landscaping materials are non-returnable once delivered.

Gravel, sand, soil, mulch, stone, and similar materials are dumped at the delivery location. Once delivered, they cannot be picked back up, restocked, or resold.

If you ordered the wrong product or quantity, contact us and we will do our best to help you place a follow-up order.

Delivery Location and Access

The driver will choose a safe dump location when they arrive.

Customers may request a preferred dump spot, but final placement is always at the driver’s discretion based on safety, access, clearance, ground conditions, property risk, local restrictions, and equipment limitations.

If the driver cannot safely reach the requested spot, the material will be dumped in the closest safe location available.

Delivery does not include spreading, moving, grading, wheelbarrowing, installation, or cleanup unless that service is clearly stated in writing before the order is placed.

Refunds are not provided because the driver could not dump in a preferred location if the material was delivered to the closest safe location available.

Failed Delivery Attempts

Please make sure the delivery location is accessible and ready before your scheduled delivery window.

We recommend that you are on site for delivery whenever possible. If you cannot be on site, please be available by phone during your delivery window in case the driver has questions about access, placement, or site conditions.

A failed delivery attempt may happen if:

Our Hello Gravel Guarantee means we will work to make things right when an issue is within our control. If a delivery attempt fails for reasons outside Hello Gravel’s control, delivery, dispatch, cancellation, supplier, hauler, or restocking costs may be non-refundable.

Material Issues

If you believe the wrong material was delivered or there is a quality issue, contact support@hellogravel.com within 48 hours of delivery.

Claims submitted more than 7 days after delivery may not be eligible for review.

Please include:

Please contact us before moving, spreading, installing, mixing, or altering the material. Once material has been moved or used, it may be harder to verify the issue.

If we confirm that the wrong material was delivered or there was a fulfillment issue within Hello Gravel’s control, we will work with you on a fair resolution.

Depending on the situation, that may include replacement material, a partial refund, or a full refund.

Natural Material Variation

Bulk materials are natural products and may vary by region, quarry, supplier, season, and screen size.

Color, texture, moisture, dust, compaction, and exact sizing can vary from photos, samples, product descriptions, or prior deliveries.

Normal natural variation is not considered a defect unless the delivered material is materially different from what was ordered.

Refunds

If we are unable to fulfill your order due to supplier or hauler availability, you will receive a full refund.

Refunds for other reasons are reviewed case by case. Our Hello Gravel Guarantee means we will work to make things right when an issue is within our control, but it does not guarantee a refund for every delivery concern.

Refunds may be offered when we confirm a fulfillment issue, such as the wrong material being delivered, a confirmed supplier or hauler error, or an order we cannot complete.

Refunds are generally not provided for:

If a refund is approved, the amount may be full or partial depending on the issue, the portion of the order affected, and any supplier, hauler, dispatch, delivery, or restocking costs already incurred.

Approved refunds are issued to the original payment method. After a refund is processed, your bank or card provider may take additional time to post the funds back to your account.

How to Contact Us

For cancellation requests, delivery concerns, or refund reviews, contact support@hellogravel.com.

Please include your order number so we can review the issue quickly.