I just placed an order, when will it ship?
We try our best to ship items as fast as we can. Most of our products are made to order. As a result, please allow 3-5 days for your order to be processed and shipped out. Shipping times vary based on your location. Please allow an estimated 7-10 business days from the date of purchase to receive your order.
Orders placed on weekdays after 5pm EST, as well as orders placed on weekends and holidays, are processed the next business day.
Tracking numbers are normally updated 3-5 days after your order has been processed, immediately prior to shipping. If you don't have a tracking number after 5 business days, please email us, and we will provide it to you.
I am not in love with my order, can it be returned?
What if there is an issue?
As much as we love you fam, we can only accept and offer returns on defective merchandise. We strive for excellence, but occasionally goof-ups do happen.
We offer a 100% money-back guarantee if the product is defective or damaged.
If you have received an item that has been determined to be defective, we apologize for the mishap, and we want you to know that you are eligible for a refund or a replacement with a non-defective item of the same price.
We have a 21-day return policy, which means you have 21 days after receiving your item to request a return.
Items must be unworn and unwashed. Unfortunately, items that do not meet these criteria are non-returnable and will not be accepted.
Also, we cannot accept returns on items that were purchased on sale at a discount.
To start the return process, please email us at customerservice@thegrotees.com to notify us of the issue.
When you email us, please include your order number, name and the email used when the order was placed.
Also, it helps tremendously to tell us (and show us) your concern with the item prior to returning it to us.
Please make sure to tell us:
- your order #
- the original product you ordered
- the actual product you received (including the style/design, color & size)
- And, if possible, please attach a picture of the product(s) showing the defect/issue.
- Example: Showing the defect or wrong actual product you received
Because we offer free shipping upfront, unfortunately, you must ship your item(s) back at your own expense. If a refund is issued, we will issue a refund for the cost of the product(s), minus shipping. We recommend using registered mail, as we cannot be held liable for any items lost by the post office.
Once we have received the returned product, we will either replace the item or refund the full amount of your original purchase. Your choice. 😊
However, the fastest way to ensure you get what you want, is, once your return is accepted after contacting us, return the unused item that you have and make a separate purchase for a new item. Once your returned item is received and determined to be in acceptable condition, we will send a refund to your original payment method within 10 business days. Please remember, it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@thegrotees.com.
Please include your name and order number on the returned items, but DO NOT return the item to us until you have received a response from customer service.
*** Note: If your recently purchased item is on the way, you must wait for it to arrive and then return your item to us before receiving a refund.
Can I cancel my order?
Except for in some very specific situations, we are unable to offer cancellations, modifications, store credits, or refunds on orders before they have been delivered to you. If you would like to see if you qualify for a refund before your order is shipped, please reach out to us through chat or email within 4 hours of the order being placed, and we will do our best to accommodate your needs.
My order says delivered, but I haven’t received it. What should I do?
USPS is used by our business partners to deliver your packages. If you are unable to locate your package that is reporting as “in-transit” or “delivered”, we recommend contacting your local post office.
Shipping Address Issues
Gro`Tees cannot be held liable for any shipping address discrepancies. This includes lost, stolen, misplaced, or incorrectly delivered shipments.
It is the customer's responsibility to provide the correct information before submitting your order. If the shipping address provided is incorrect or incorrectly entered at the time of purchase, we are not able to make any changes.
I have a question that wasn't answered, can you please help?
Absolutely, we are here to help!
Feel free to contact us through chat or email us at customerservice@thegrotees.com, whenever you like. 😊