Knowledge Base/FAQ (Frequently Asked Questions)

IMPORTANT: UNTIL FURTHER NOTICE WE WILL NO LONGER ACCEPT CASH ORDERS AND DIRECT BANK TRANSFERS. Due to the Christmas and New Year's holidays shipping times as well as response time to email will be affected.

When contacting grasscity.com for a question about your order ***PLEASE INCLUDE YOUR ORDER NUMBER***. If you do not have that number please email us with your full name and zip code as it appears on the card you used for that transaction as well as the name of the person the order was shipped to.

WE DO NOT OFFER CUSTOMER SUPPORT VIA PHONE. Please refrain from sending us any financial information such as credit card numbers etc. All emails containing such information will be deleted immediately.

Topic (29) Comments Views
Your order is under review: What does it all mean for your order. 0 1,236  by Guy
Instagram Scams 0 2,113  by Guy
You received a damaged or broken item 0 7,592  by Guy
How long does it take for my order to arrive? 0 60,592  by Guy
Tracking your order 0 12,047  by Guy
Downstems: Everything you wanted to know. Size, fitting etc. 0 7,641  by Grasscity.com
Color changing glass 0 3,057  by Guy
You received the wrong item 0 4,079  by Guy
How can I check my order status? 0 39,290  by Grasscity.com
Shipping restrictions, import duties and customs 0 39,420  by Guy
Opening hours and public holidays 0 2,346  by Guy
What payment methods can I use and what about security? 0 71,014  by Guy
What shipping methods are available? 0 32,622  by Guy
Store Credit Guidelines 0 3,948  by Guy
Pre-shipping, processing, pending and pending (docdata), complete… what does this all mean? 0 21,784  by Guy
Are you an affiliate or are interested in becoming one? 0 1,119  by Grasscity.com
Free shipping for orders over $300.00 0 3,685  by Guy
Ordering and returns information 0 13,533  by Guy
Wrong address policy 0 3,154  by Guy
International Registered Shipping 0 46,994  by Guy
Express shipping 0 4,681  by Guy
Mixing brands 0 2,211  by Guy
Changing items on an order that has not shipped 0 1,706  by Guy
Returning your order 0 2,328  by Guy
What about secure and 'discreet' packaging? 0 94,231  by Guy
Fees That May Be Charged by Your Bank for a Foreign Transaction 0 4,667  by Guy
Forgot your password? 0 3,816  by Guy
Applying a discount code 0 2,247  by Guy
How do I create a shopping account? 0 3,966  by Grasscity.com