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 1,267  by Guy
Instagram Scams 0 2,129  by Guy
You received a damaged or broken item 0 7,615  by Guy
How long does it take for my order to arrive? 0 60,711  by Guy
Tracking your order 0 12,091  by Guy
Downstems: Everything you wanted to know. Size, fitting etc. 0 7,690  by Grasscity.com
Color changing glass 0 3,069  by Guy
You received the wrong item 0 4,090  by Guy
How can I check my order status? 0 39,318  by Grasscity.com
Shipping restrictions, import duties and customs 0 39,487  by Guy
Opening hours and public holidays 0 2,352  by Guy
What payment methods can I use and what about security? 0 71,204  by Guy
What shipping methods are available? 0 32,700  by Guy
Store Credit Guidelines 0 3,958  by Guy
Pre-shipping, processing, pending and pending (docdata), complete… what does this all mean? 0 21,834  by Guy
Are you an affiliate or are interested in becoming one? 0 1,123  by Grasscity.com
Free shipping for orders over $300.00 0 3,700  by Guy
Ordering and returns information 0 13,571  by Guy
Wrong address policy 0 3,166  by Guy
International Registered Shipping 0 47,063  by Guy
Express shipping 0 4,694  by Guy
Mixing brands 0 2,218  by Guy
Changing items on an order that has not shipped 0 1,714  by Guy
Returning your order 0 2,338  by Guy
What about secure and 'discreet' packaging? 0 94,441  by Guy
Fees That May Be Charged by Your Bank for a Foreign Transaction 0 4,690  by Guy
Forgot your password? 0 3,823  by Guy
Applying a discount code 0 2,256  by Guy
How do I create a shopping account? 0 3,970  by Grasscity.com