Thanks for shopping with us! We serve hundreds of clients around the world every day and we strive to provide you with the highest level of service. We have been working on optimizing our logistics system, we believe that high-quality shipping will increase customer satisfaction, and every visitor will enjoy our shopping trip.
*We are committed to receiving your order as quickly and efficiently as possible. Here's some important shipping information you should know:
1. SHIPPING: We ship all packages from our domestic/warehouse, standard shipping is $5.99, (NOTE: Orders over $40 in net are eligible for free shipping) You can check the shipping cost at checkout before placing an order.
2. Processing time: All order packages will be sent within 3 days after the order is placed. It is not ruled out that package delivery will be delayed due to special circumstances such as a surge in orders and insufficient warehouse delivery manpower. The specific delay time is unknown, generally it will not take more than 2 weeks to ship.Package handling lead time does not include transit time. Meanwhile, tracking number information will be emailed to you once your order ships. Note that processing times may be longer during peak shopping seasons.
3. Shipping method: We provide standard shipping, no expedited shipping service, usually takes 5-45 working days depending on previous shipping status. Please note that transit times may vary depending on your location and carrier delays, and may also be affected by different customs clearance times or public holidays. Unfortunately, this is out of our control. Therefore, we do not promise or guarantee the specific arrival time. The specific transportation situation is subject to the feedback from the transportation company.
4. Track your order: Once your order ships, you will receive a tracking number via the email you entered when placing your order. You can use this number to track your package on our website or the carrier's website. All tracks are available at https://t.17track.net/en.
It may take up to 2 days for the order tracking to be updated before the tracking system activates the tracking number. If the information has not appeared on the express website, please try again after 48 hours.
5. International Shipping: We provide international shipping services to designated countries. Please note that international shipping times may vary and you may be responsible for customs fees and import taxes.
6. Delivery problems: If you encounter any problems during delivery, please contact us immediately. We will do our best to resolve any issues and ensure you receive your order as quickly as possible.
If you have any other questions, please feel free to email us and we will serve you.
COVID-19 Notice: Due to changing COVID-19 restrictions affecting delivery services, our deliveries may take longer than specified. Know that our fulfillment team continues to ship products daily as we take extra precautions to keep them safe. Thank you for your patience and understanding.
CONTACT US
If you have any questions or concerns, please do not hesitate to contact us.
We would love to hear from you, contact us on:
Email: shopgrocy@acustomerservices.com
Customer working hours: 9:00-18:30 (Monday to Friday), Saturday and Sunday closed.
Cancel Order
1) All orders only accept free cancellation within 24 hours after payment is completed.
2) All orders canceled more than 24 hours after payment was completed and before shipment will be deducted an order processing fee of 20% of the product price.
3) All shipped orders cannot be changed or canceled and have the right to refuse refunds
****If the order has been authorized for cancellation, you will receive a refund.
Refunds
****We accept returns. The buyer has the right to send us an email to request a return within 15 days of receiving the product. Returns are subject to the following requirements:
1- Perishable items such as food, flowers, newspapers or magazines, and items of intimate or hygiene items, dangerous goods or flammable liquids or gases are not accepted for return.
2- Items must be unused, undamaged and in their original packaging, making sure that all items inside the packaging are intact. Otherwise, the buyer will bear the cost of all damaged parts and has the right not to refund.
3- All returns will be the buyer's responsibility for return shipping.
If you're shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. If the package is lost, the resulting loss will be borne by the buyer.
4- If the total price at the time of purchase does not meet the standard shipping fee paid by the free shipping policy, it will also be deducted when choosing a return refund, that is, only the product price paid will be refunded for the return refund.
5- If you are not willing to be responsible for the shipping cost to return the package, you can choose to keep the product and send an email directly to our customer service to negotiate a partial refund.
****Items that do not meet these criteria will not be considered for return. More than 15 days after confirming receipt of the package, you will have the right to refuse a refund.
****Reminder: Any address on the package will not be approved as a return address. Return packages should be authorized and returned to the return address. Any return request not authorized by customer service will not be accepted.
**** Once the return request is approved, the package will be shipped back to the return address we gave you. Please email us with your order number and return package number before the refund will be reviewed. When the logistics tracking number provided by the buyer has shown the track and confirmed that the return address is correct, the refund will be returned to your original payment method within seven to ten working days.
Time limit for refund
**** All refunds will enter the refund review stage after being authorized and authorized. Please do not apply for refunds repeatedly. Re-applying will re-enter the review stage. Refunds will automatically be credited to your credit card or original form of payment within seven to ten business days of review completion. After the refund is completed, the Invoice amount will be updated and automatically sent to the email address provided when placing the order.
**** After more than ten days, if you have not received the refund, please check your payment account again first. Then contact your credit card company, it may take some time for your refund to be officially posted. Next contact your bank. It usually takes some processing time before a refund is issued.
**** If you have done all these steps and still have not received your refund, please contact us via email.
Changes to Returns and Refunds Policy
You can always review the latest version of our Returns and Refunds Policy on this page.
We reserve the right, in our sole discretion, to update, change or replace any part of these return and refund policies by posting updates and changes on our website. It is your responsibility to check our website periodically for changes. Your continued use or access to our Site or Services following the posting of any changes to these returns and refund policies constitutes your acceptance of those changes. All policies on the website will be recognized and accepted upon successful purchase and payment.
