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 support@grasscity.com or open a support request.

Payment Methods

We accept VISA, Euro/MasterCard and American Express. For European countries we offer different ways of bank transfers as well as credit card payment .

Security

We secure the transmission of information using Secure Socket Layer (SSL), the Internet’s standard - and best - technology for secure shopping. You can ensure that your transaction is secure by the presence of a closed padlock or key in your browser window. We do not distribute or sell any of your personal information to third parties. We are committed to protecting your privacy. We do not sell, trade, or rent your personal information to others. Our servers are located in the Netherlands and therefore we are committed to the institutional rights concerning privacy policy in the Netherlands. All of the customer data we collect (your account information for example) is protected against unauthorized access by means of 256 bit encryption.

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 support@grasscity.com

Order status

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

Upon receipt of your order, please inspect all merchandise before using it and check for any defects or damage. If you have indeed noticed any defects or damaged please email us at support@grasscity.com or open a support request. Please include your order number and a clear picture of the item with the support request or the email.

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 support@grasscity.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.

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 support@grasscity.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.