Ordering and returns information
Processing Your Order
It is important to consider all terms of sale carefully before ordering. We try to process your order within 48 hours. Certain items are made to specs/handmade and take a little longer to ship for that particular reason. If you have any questions about your order please contact us at firstname.lastname@example.org or open a support request.
We accept VISA, Euro/MasterCard and American Express. For European countries we offer different ways of bank transfers as well as credit card payment .
Returning of order
If you wish to return your order please contact us before doing so by either opening a support request or emailing us at email@example.com
You can see the status of your order on your account page. You must have a shop account to view the status of your orders. As soon as your order is shipped, you will receive shipping confirmation via email. Only orders placed while logged into your account will be visible.
Inspecting your order upon receipt
You received a damaged item
If an item within your order is damaged upon arrival DO NOT USE THE DAMAGED ITEM OR TRY TO FIX THEM. Please email us at firstname.lastname@example.org or open a support ticket. Please include your order number and a clear picture of the damaged item with the support request or the email.
You received the wrong item
If you have received a wrong item DO NOT USE IT. Please include your order number and a clear picture of the wrong item with the support request or the email. If you use it, the contract between grasscity.com and the customer will be considered fulfilled.
Wrong address policy
If you have given a wrong address during the ordering process and your order was shipped before you could inform us, we will have to wait until your order gets back to us until we can reship. Once shipped your address cannot be changed by you, the postal services, or by our customer service department.
Insurance and Returns policy
If your package is damaged or vandalized in shipment, please email us at email@example.com or open a support ticket. Please include your order number and a clear picture of the damaged item with the support request or the email.
- Products must be returned factory sealed.
- Broken or shattered glass will not have to be returned to us, however we require a High Res photo of the damaged product(s)to be eligible for replacement of your broken product(s)
- Opened products can not be returned unless they are broken in which case they will be replaced with the same product.
- Shipping charges are non-refundable.
- You can not exchange a product because it does not work with your equipment or that it is not what you thought it was, so please make sure you read the detail specifications before placing your order.
- We will not refund you for the postage cost on your returns, unless you are returning a defective product, or an error was made by us.
- We accept no responsibility for shipments confiscated by customs. Contact your local customs office for further information regarding the product you intend to buy if you are uncertain.
You will need to contact us before you return a parcel. The return will not be accepted unless you have contacted us first prior to returning your product/s, and have included the customer service correspondence in the shipment.