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 1,276  by Guy
Instagram Scams 0 2,131  by Guy
You received a damaged or broken item 0 7,625  by Guy
How long does it take for my order to arrive? 0 60,767  by Guy
Tracking your order 0 12,105  by Guy
Downstems: Everything you wanted to know. Size, fitting etc. 0 7,706  by Grasscity.com
Color changing glass 0 3,073  by Guy
You received the wrong item 0 4,094  by Guy
How can I check my order status? 0 39,333  by Grasscity.com
Shipping restrictions, import duties and customs 0 39,501  by Guy
Opening hours and public holidays 0 2,353  by Guy
What payment methods can I use and what about security? 0 71,253  by Guy
What shipping methods are available? 0 32,723  by Guy
Store Credit Guidelines 0 3,961  by Guy
Pre-shipping, processing, pending and pending (docdata), complete… what does this all mean? 0 21,853  by Guy
Are you an affiliate or are interested in becoming one? 0 1,125  by Grasscity.com
Free shipping for orders over $300.00 0 3,703  by Guy
Ordering and returns information 0 13,577  by Guy
Wrong address policy 0 3,166  by Guy
International Registered Shipping 0 47,099  by Guy
Express shipping 0 4,697  by Guy
Mixing brands 0 2,219  by Guy
Changing items on an order that has not shipped 0 1,716  by Guy
Returning your order 0 2,339  by Guy
What about secure and 'discreet' packaging? 0 94,507  by Guy
Fees That May Be Charged by Your Bank for a Foreign Transaction 0 4,695  by Guy
Forgot your password? 0 3,824  by Guy
Applying a discount code 0 2,263  by Guy
How do I create a shopping account? 0 3,971  by Grasscity.com