Frequently Asked Questions
Shipping
How are Grasscity orders shipped?
At Grasscity, we understand the importance of privacy and discretion. All orders are shipped in plain, unbranded packaging. Our parcels do not display the Grasscity name or indicate the contents of the package.
Orders are shipped in standard cardboard packaging, with no external markings identifying the products inside.
Please note that “Grasscity” may appear on your payment or bank statement as the merchant's name.
How long does order processing take?
Orders typically require 24 hours (1 business day) to be processed before they are dispatched. This includes picking, checking, and securely packing your items at our facility in Amsterdam.
During busy periods, promotional campaigns, or holidays, processing times may take longer.
Please note that processing time is separate from the delivery time provided by the shipping carrier. Delivery estimates are not guaranteed arrival dates and may be affected by circumstances outside our control, including carrier delays or exceptional weather conditions.
How much does shipping cost?
Can I change my shipping address after placing an order?
We process orders as quickly as possible, so we cannot guarantee that an address can be changed after an order has been placed.
If you notice an error in your shipping address, please contact our Customer Support team via live chat or email at support@grasscity.com as soon as possible. We will do our best to make the change before your order is dispatched.
Order Tracking
How can I track my order?
Once your order has been processed, packed, and scanned by the carrier, tracking information will be sent to you by email.
Tracking details are typically provided within 1–2 days after your order has been placed, although this may vary depending on processing and carrier collection times.
Once your order has been dispatched, you will receive shipping updates until delivery.
Where available, providing a mobile phone number at checkout may also allow you to receive delivery notifications from the carrier.
Where is my order?
You can track your order using the tracking link provided in your shipping confirmation email.
If you are unable to track your parcel or the tracking information has not been updated for an extended period, please contact our Customer Support team with your order number so we can assist you.
Is a signature required for delivery?
A signature may be required for certain orders at our discretion. This may be used as part of our security, fraud prevention, and age-verification procedures.
Delivery requirements may also vary depending on the destination country and carrier.
What should I do if I haven't received my order confirmation email?
First, please check your spam or junk folder.
If you still cannot find the confirmation email, please check that the email address entered at checkout was correct.
If you need further assistance, contact us via live chat or email at support@grasscity.com with your order details, and we will confirm the status of your order.
Does Grasscity offer price matching?
Yes. We offer a price-match guarantee with a 5% price beat on eligible products.
If you find an identical product from the same brand at a lower price than an eligible online competitor, please contact us before placing your order.
Price matching does not apply to wholesalers, auction sites, or other excluded sellers.
Terms and conditions apply.
Delivery
How long does delivery take?
Delivery times begin once your order has been fully processed and dispatched;orders areusuallydelivered within 1 – 3 working days.
Returns, Cancellations & Order Issues
Do you accept returns?
We accept eligible returns in accordance with our return policy and applicable consumer protection laws.
Products must be unused and in their original condition. Certain products may be excluded from returns permitted by applicable law, particularly where health, hygiene, or product-safety considerations apply.
If you wish to return an item, you have 14 days from the date of delivery to initiate the return.
Please ensure that the product is unused and returned in its original condition.
To begin the return process:
- Complete the Return Request Form.
- Once the form has been submitted, click the "Cancellation" button to generate your return request.
- After completing these steps, you may ship the item to the following return address:
SJV B.V. Gyroscoopweg 64 1042 AC Amsterdam The Netherlands
For damaged, defective, or incorrect products, please contact us within 48 hours after delivery so we can investigate and resolve the issue.
For customers within the European Union, statutory consumer rights apply where applicable and take precedence over our internal return policy.
What if I want to cancel my order?
If your order has not yet been dispatched, you may cancel it using our Self-Cancellation option.
To cancel your order:
- Complete the Cancellation Request Form.
- Once the form has been submitted, click the "Cancellation" button to process your request.
If your order has already been dispatched, the Self-Cancellation option will no longer be available, and the order will need to be returned once it has been delivered.
What should I do if an item is missing from my package?
If an item is missing from your order, please contact us as soon as possible with your order number and details of the missing item.
Our team will review the order, including our packing records, photos, or videos available, to determine what happened.
Before contacting us, please also check the packaging, protective materials, and any smaller boxes or compartments, as smaller items can occasionally become hidden during unpacking.
If our investigation confirms that an item was missed during fulfilment, we will work with you to arrange an appropriate resolution.
Do I have to pay for return shipping?
For standard returns of unwanted items, return shipping costs may be deducted from the refund that was permitted by applicable law and our return policy.
If a return is required because the product is damaged, defective, incorrect, or otherwise our responsibility, we will provide an appropriate return solution at no additional cost to you, where applicable.
Statutory consumer rights take precedence where they provide greater protection.
Can I return a product purchased with a discount?
Discounted products may be eligible for return provided they meet the applicable return requirements.
All statutory consumer rights applicable to the purchase remain unaffected.
Damaged or Broken Items
What should I do if my order arrives damaged or broken?
Please inspect your order within 48 hours delivery.
If an item arrives broken, damaged, defective, or otherwise not as expected, please take clear photographs of:
- The damaged product
- The packaging
- Any visible shipping damage
- The order invoice or packing slip, where available
Please contact us at support@grasscity.com or via live chat within 48 hours of delivery.
Our team will review the information provided and, where appropriate, arrange a replacement, refund, or other suitable resolution.
For damage claims, we recommend reporting the issue within 48 hours of delivery so that we can investigate promptly with the carrier or fulfilment team.
Please note that this reporting timeframe does not limit any statutory rights you may have under applicable consumer protection law.
If Route Protection was purchased at checkout, its coverage applies to eligible incidents occurring during shipment from our warehouse to the delivery address. Damage occurring after delivery is not covered under shipping protection.
Inventory, Stock & Availability
Why are some products out of stock?
Some products may temporarily become unavailable due to demand, production times, or supplier availability.
Many of our glass pieces are individually crafted using high-quality materials, which can result in longer production times for certain products.
Popular products are regularly restocked where possible.
When will an out-of-stock item be available again?
Restock times vary depending on the product, brand, and supplier.
As a general guide, some products may take approximately 2–3 weeks to become available again, although this timeframe is not guaranteed.
If you are looking for a specific product, you can contact Customer Support for the latest available information.
You can also check the product page on our website for restock updates.
Promotions, Discounts & Giveaways
How can I receive Grasscity promotions and updates?
You can subscribe to our mailing list by entering your email address in the footer of our website.
Subscribers may receive information about:
- Promotions and discount codes
- New product launches
- Limited releases
- Product updates
- Educational content
- Exclusive offers
You can also follow Grasscity on our official social media channels for the latest updates.
Account & Login Support
How do I reset my account password?
If you cannot access your account, select “Forgot your password?” On the login page.
Enter the email address associated with your account and follow the instructions in the password-reset email.
If you need additional assistance, contact our Customer Support team and we can help you regain access to your account.
Customer Support & Help
I can't find the answer to my question. What should I do?
If you cannot find the information you need in our FAQs, please contact our Customer Support team.
You can reach us via:
- Live chat on our website
- Email: support@grasscity.com
When contacting us about an order, please include your name, order number, and a brief description of your question or issue.
Our support team is available 7 days a week. Please check our website for the current support hours.
Product Safety
Is Grasscity glass safe to use?
Our curated glass products are made from heat-resistant borosilicate glass.
As with any glass product, inspect your item before using and do not use it if it is cracked, chipped, or otherwise damaged.
Silicone products are made using food-grade, BPA-free, phthalate-free platinum-cured silicone where specified.
Always follow the product's intended use and any safety instructions provided.
Legal Use & Age Requirements
Are Grasscity products legal?
Our products are intended for lawful use only.
Laws and regulations relating to smoking accessories and related products vary between European countries and may also vary by region.
Customers are responsible for ensuring that the products they purchase are legal to possess and use in their country or region.
Grasscity reserves the right to refuse or cancel orders where we believe an order may violate applicable laws, regulations, or our policies.
Does Grasscity sell to minors?
Grasscity does not knowingly sell age-restricted products to individuals who do not meet the applicable minimum legal age.
Age requirements vary by country and product category. Customers must meet the minimum legal age applicable in their country of residence and may be required to complete age verification during checkout or delivery.
Additional verification or an adult signature may be required for certain orders.
We take age verification, fraud prevention, and compliance with applicable laws seriously.
