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 1,286  by Guy
Instagram Scams 0 2,138  by Guy
You received a damaged or broken item 0 7,635  by Guy
How long does it take for my order to arrive? 0 60,813  by Guy
Tracking your order 0 12,114  by Guy
Downstems: Everything you wanted to know. Size, fitting etc. 0 7,711  by Grasscity.com
Color changing glass 0 3,078  by Guy
You received the wrong item 0 4,099  by Guy
How can I check my order status? 0 39,343  by Grasscity.com
Shipping restrictions, import duties and customs 0 39,528  by Guy
Opening hours and public holidays 0 2,356  by Guy
What payment methods can I use and what about security? 0 71,317  by Guy
What shipping methods are available? 0 32,740  by Guy
Store Credit Guidelines 0 3,964  by Guy
Pre-shipping, processing, pending and pending (docdata), complete… what does this all mean? 0 21,865  by Guy
Are you an affiliate or are interested in becoming one? 0 1,129  by Grasscity.com
Free shipping for orders over $300.00 0 3,705  by Guy
Ordering and returns information 0 13,581  by Guy
Wrong address policy 0 3,167  by Guy
International Registered Shipping 0 47,128  by Guy
Express shipping 0 4,700  by Guy
Mixing brands 0 2,219  by Guy
Changing items on an order that has not shipped 0 1,717  by Guy
Returning your order 0 2,341  by Guy
What about secure and 'discreet' packaging? 0 94,554  by Guy
Fees That May Be Charged by Your Bank for a Foreign Transaction 0 4,699  by Guy
Forgot your password? 0 3,825  by Guy
Applying a discount code 0 2,267  by Guy
How do I create a shopping account? 0 3,971  by Grasscity.com