ORDERS & SHIPPING

Guides for placing an order, information about shipping and cancellations

Orders

Payment Methods

There are a few ways to pay for your order.

Regular Options

  • There are a few ways to pay for your order.Regular Options
    Credit Cards
  • PayPal
  • (United States, Canada & United Kingdom): Google Pay; Apple Pay

Gift Card

Our online store has gift cards available that you can gift to others or even to yourself! 

They range from $25-$200

Combining Payment Methods

Generally, you would not be able to split or combine payment between methods but one such option is to use a gift card combined with another payment from another source.

Orders for company

If you wish to order specifically for a company, which includes tax registration codes, then you will need to contact our sales team, support@growellshop.com who will be able to generate the necessary Purchase Orders and invoices for you.

Any orders made in our online shop cannot be modified later on to include VAT or other tax information for your company invoices.

How to select your shipping region?

The Growell website is available in the US, Canada.

How to use discount codes and gift cards?

To use a discount code or a gift card on your purchase, make sure to enter a valid code and press Apply before proceeding to payment:

If the discount code box does not appear at this stage, it means that all discount codes are currently disabled - this may be due to a site-wide campaign that is currently ongoing, as discount codes can not be stacked or combined.

Regarding discount codes and gift cards, please keep in mind the following:

During campaigns and promotions on our website, all additional discount codes and gift cards are disabled. If you would still like to redeem a gift card, kindly contact our Support Team for further information.
Discount codes and gift cards only apply for regular orders and can not be redeemed for subscription orders.
Certain discount codes only apply for certain products - for instance, products in the Accessories and Replacement Parts category are rarely subject to discounts. 
Usually, personal discount codes have an expiry date, after which they no longer work - as most codes can not be extended, it is best to make use of them in a timely manner.
Some live campaigns and promotions require that the specific discount code is applied at checkout - this information will be included either next to the product's price or on the campaign banner. After the order has been placed and paid for, it is no longer possible to apply the discount code retroactively.

Can I cancel or edit my order?

There might be instances where it is still possible for us to keep the order from reaching the next step which would allow us to make some changes in the items ordered or cancel the order entirely.

For this, please be so kind as to contact our Support Team as soon as possible after placing the order. Make sure to do so under the same email address that the order was placed with:

contact our Support Team

Can I change the shipping address on my order?

Please keep in mind that once the order has been placed, there's a limited window to modify the shipping address before our warehouse begins processing it. We aim to fulfill every order as soon as possible.

To change the address, please be so kind as to contact our Support Team as soon as possible after placing the order. Make sure to do so under the same email address that the order was placed with:

Submit a Request

SHIPPING

Shipping Policy

Shipping Policy

All orders are processed within 1-2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped which will contain your tracking number.  If you are having issues with your carrier please reach out to support@growellshop.com so we can initiate a claim.  

Please be aware that the USPS is still experiencing delays due to Covid and you may see delivery dates longer than the expected due date. 

Missing/Stuck in transit packages

USPS Claims - USPS will not start an investigation into a package until 60 days after the expected delivery date, however you can file a missing mail request to initiate a search for your package if it appears to be stuck in transit:

https://missingmail.usps.com/#/

 
UPS Claims:  Please reach out to support@growellshop.com so we can initiate a claim for you through our carrier account. 

Shipping Method Change:
We are unable to change your shipping method after you have placed your order, if you would like to change your shipping method we will need to cancel your order so you can repeat your order with the desired shipping method. 

Personal and Family Garden Shipping

Our Gardens all ship via UPS so if you live in an area that UPS does not service please reach out to us at support@growellshop.com so we can make arrangements. 

Domestic Shipping Rates and Estimates

For all items: Shipping charges for your order will be calculated and displayed at checkout. 

International Shipping

At this time we don't offer international shipping.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 3-4 days of receiving your shipping confirmation email, please contact us at support@growellshop.com with your name and order number, and we will look into it for you.

Shipping to P.O. boxes

If you have a P.O box in your address, please be sure to select the USPS as your carrier since UPS does not deliver to PO boxes.

Refunds, returns, and exchanges

Please refer to our Return Policy for more details.

Update May 31, 2024
Currently, Garden orders are processed 3-4 weeks after receiving order confirmation.  (excluding weekends and holidays)
All other orders are processed within 1-2 business days after receiving your order confirmation (excluding weekends and holidays). 
Once orders have shipped you will receive a notification with your tracking number. If your tracking number does not show updated tracking information within 15 days, please reach out to support@growellshop.com so we can initiate a claim.

Returns & Refund Policy

Returns Policy

Thank you for your interest in Growell Gardens - we’re so pleased that you’ve chosen to shop at our store! That being said, we know that sometimes things don’t always work out as we hope or plan, so below you will find information on our return and exchange policy.

Return Eligibility

If you find yourself unsatisfied with a recent purchase, you have 30 days from the time of delivery to return your purchase. To be eligible for the return of a product other than a Garden, your item must be unused and in the same condition that you received it. Please note that perishable goods such as seed pods & nutrients are not eligible for return. Any item marked as "final sale" is not eligible for return.

To complete any return, we require a receipt or proof of purchase (order number or email confirming purchase). We ask that you please reach out to our support team, HERE to begin any return.

Email: support@growellshop.com
Phone Number: (646) 642-0715
WhatsApp: (646) 642-0715

Return shipping

All returns must be completed using the item’s original packaging. If you no longer have the original packaging, new packaging can be purchased from Growell Gardens. We can help to provide a return label to make shipping your return easier. For returns not related to a warranty claim (you can find our warranty policy on our website), customers are responsible for the return shipping cost. 
Any shipping costs of the original order are not refundable.

Refunds

Refunds

Any eligible refund will be issued only once a returned item is received and processed by Growell Gardens. Please do not send your purchase back to Growell Gardens without reaching out to our support team. This will delay any eligible refunding.

Growell Gardens reserves the right to issue partial refunds in certain situations such as an item not being in its original condition, damaged, or missing parts for reasons not due to Growell Gardens’ error.

In the event that you have returned an item and haven’t received a refund yet, please first check with your bank or credit card company. Refunds typically take 3-5 business days (Monday-Friday) to process, depending on your card provider’s processing time. If after speaking with your card provider and 5 business days passing since your return’s delivery date (based on carrier tracking) you still have not received your refund, please contact us:

Email: support@growellshop.com
Phone Number: (646) 642-0715
WhatsApp: (646) 642-0715

Gift Returns

If the item being returned was marked as a gift when purchased and shipped directly to you as a gift, we can provide you with a gift credit for the value of your return. Once the returned item is received, a gift certificate will be provided to you.

If the item wasn’t marked as a gift when purchased, we will refund the purchase to the purchaser’s original payment method and they will be notified of the return.

Exchanges

If an item is defective or damaged, please contact us:

Email: support@growellshop.com
Phone Number: (646) 642-0715
WhatsApp: (646) 642-0715

List of countries we ship to

Below is a list of countries we DO ship our products to. We are currently able to ship from our online store to the United States and Canada.

If your country is not listed here, the chances are we are not able to ship there due to strict customs regulations. If you have any problems or further questions, please contact https://www.growellshop.com/pages/contact

Delivery times and tracking

Confirmation and Tracking

  • After an order is placed, a confirmation email containing the order number will be sent.
  • Once the order gets processed and shipped from our warehouse, another email notification with tracking details will be sent.
  • Use the tracking link provided to you in your shipping confirmation email to track your package.
  • Check your spam folder if you have not received the shipping confirmation.

Delivery

  • The delivery solution depends on the customer's location and the size of the order.
  • Home delivery is not guaranteed for each order and some orders will be delivered to a collection point or the post office.
  • Use your tracking link for the latest information regarding the whereabouts and destination of your parcel. 

IMPORTANT: During holidays (e.g. Black Friday, Christmas), delivery times may be longer in every region.

REGION ESTIMATED DELIVERY TIME CARRIERS SHIPPED FROM

UNITED STATES

 3–8 business days* USPS, FedEx, UPS US warehouse
CANADA 5-10 business days in Ontario and Quebec. 7-14 business days in other regions. Canada Post,
Canpar, eShipper,
Purolator		 Canada warehouse

*Express shipping in approx. 3 business days.

In case you have any further questions regarding shipping or your order status, please feel free to contact our support team:  https://www.growellshop.com/pages/contact

Missing packages or wrong items

For missing packages, if your parcel has gotten lost in transit, we will do our best to determine its location or arrange re-delivery, given that the initial shipping information provided by the customer is accurate and up to date.

Here are some steps to follow if your package is missing:

Check with your neighbours. Sometimes, friendly neighbours will accept your package when the delivery shows up while you are away.
Get in touch with your local post office/postal service. If you do not know which postal service to contact, please let us know at https://www.growellshop.com/pages/contact. We will try our best to locate your package. If the local post office still has your package, it's much faster to get it from them than to wait for re-delivery from us.
Inform us about the situation by sending us a message at https://www.growellshop.com/pages/contact. Don't forget to include your order number in the message, so we know which order to look for.
If the package fails to deliver and is returned to our warehouse, we will re-send it again as soon as our warehouse receives it.
If the package is completely lost after all the possible searching, we certainly will arrange a re-delivery for you. No worries!
 
For wrong items received, send us a message at https://www.growellshop.com/pages/contact

In the message, do include the following:

A photo of the item you received
Any serial numbers on the received items (usually found on the underside of the box)
Your order number
If the wrong items are shipped due to an error in our warehouse, the correct items will be delivered to you free of charge. However, if the items delivered match with the items in the order confirmation, a re-shipment can not be arranged free of charge.