Shipping & Returns
If you have any questions, please don't hesitate to reach out to us at team@hellogrotto.com, and we will get back to you during our office hours from 9 am – 5 pm MST.
Shipping
-
We currently ship within Canada and do not offer international shipping. We are working on expanding these options. If you're part of our email list, we’ll be sure to let you know as soon as it’s available.
-
While the processing and shipping times will depend on the items that you have purchased, please note that we cannot guarantee the timeline that an order will ship. The processing time for orders is typically 1-4 business days. You will receive a shipping confirmation email with tracking information as soon as your order is on its way.
-
After placing an order, you should receive a confirmation email with your tracking number. You can use that tracking number to see the status of your order. Be aware that tracking can take up to 12 hours to update.
- One note: tracking can take up to 24 hours to update. If you don’t receive this email within an hour of placing an order please let us know at team@hellogrotto.com.
-
Shipping is $14 Canada - wide.
We package as responsibly as we can, and for that reason we use more expensive packing materials.
-
Yes! We offer free shipping on all orders over $200 CAD.
Returns
-
In order to sustain selling vintage and secondhand items online, all sales are final. No exceptions. Vintage and secondhand items may have minor flaws that are consistent with their age and history. Please refer to the item description/photos and feel free to reach us by email, team@hellogrotto.com or direct message us on Instagram (@hellogrotto), if you need further information regarding details of an item(s) prior to purchase.
If you feel an item was described in correctly, please contact us via email or instagram DM with your order number so we can resolve any issues or concerns.
Order Information
-
We currently accept all major credit and debit cards. We are constantly looking at new payment methods. Have a suggestion? Let us know at team@hellogrotto.com.
-
Contact team@hellogrotto.com immediately. In some cases, we may be able to change the address for you if your order hasn't already been processed. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, your order will be refunded once we are notified that the order has been returned/received. Please note that shipping charges are non-refundable. Contact customer care for further assistance.
-
If your shipment is held up with your carrier, contact them directly as they may need specific direction on where to deliver your order. In some cases, the carrier will need to update your address which may result in an additional charge. Grotto is not responsible for paying any additional charges caused by an address change. To avoid paying additional charges, ask the carrier to hold the shipment at the nearest location for you to pick up.
-
Please contact team@hellogrotto.com and we will file a claim on your behalf. This may take 5-10 business days to investigate with the carrier.