Return & Refund
⚠️Notice
If you want to request a return & refund, you can refer to our suggested steps:
Step 1: Email us at support@grodom.us with your order ID or receipt of the product, with pictures of the product. Meanwhile, you need to detail why you want to request a return & refund. We will reply to your email within 12 to 36 business hours. In the email, we will mention whether you are eligible for a return or refund.
Step 2: If you are approved, you need to select the item you'd like to return or exchange and send it to the address we provided in our email.
Step 3: Package your items according to the emailed instructions, then go to the local courier point to fill in your personal information, and finally, pay your shipping fee. (Shipping costs to be borne by the buyer at first) Your items must be unused, identical to the items you received, and must not affect our secondary sales. It must also be in the original packaging. (Except in cases involving defects in the product itself)
If we have reviewed it and agreed to your refund for the customer's personal reasons (not product problems), you will be responsible for all shipping fees for this order.
Fee Clause
If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
Return & Refund Terms
Our policy is valid for 14 days from the date you receive your packages. If your order has been delivered over 14 days, unfortunately, we can not provide you with a return or refund. Please check all items as soon as you receive your package to avoid running out of our 14-day return policy.
After receiving your returned product, we will review it within 1-3 business days. At the same time, we will notify you by email on the same day if you are approved or denied.
If you are approved, your refund will be processed, and a credit limit will be automatically applied to your credit card or original payment method within 3-15 business days.
Refund Only Terms (Package Not Received)
If your package has not been delivered, please contact us by email at support@grodom.us or check your package logistics through the link https://grodom.us/preview/pages/track-your-orders. Here are some situations you may encounter:
1. If we have not shipped your package for some reason, you can contact us for a refund. Your refund will be processed, and a credit limit will be automatically applied to your credit card or original payment method within 7 business days.
2. (Only US) If your address is far from our warehouse, the delivery time will be extended by 2-4 business days. Please refer to the Shipping Policy.
3. Please note that GRODOM is not responsible for the package after the tracking information shows it was successfully delivered to the destination. If you did not receive it for some reason, we advise you to attach evidence of what you have not received (monitoring of your residence, etc.), contact the local logistics company to verify your package, or apply for compensation.
Delayed or Lost Refunds
If you have not received your refund, please double-check your bank account first. Then contact your credit card company, and it may take some time for your refund to be officially released. Next, contact your bank. It usually takes some processing time before a refund is issued.
If you've done all of this and still haven't received your refund, please contact us at support@grodom.us.
Exchanged
Your satisfaction is our top priority. However, due to the nature of our products, we do not currently offer exchanges on all items you received. We only replace defective or damaged items. To be eligible for an exchange, you must email us at support@grodom.us within 14 days of receipt of the product with pictures. Once your exchange has been received and reviewed, we will send you an email notifying you that we have approved your exchange. We will also notify you of the new logistics orders. We’re sorry for the inconvenience.
Gifts
If your order includes a set, stickers, and other items, which we give away for free, we consider it a gift, we do not currently offer refunds.
Limited Sale (Down to $0.99, etc.)
If your order includes products of a $0.99 Limited Sale, unfortunately, we can not provide you with a return or refund for products of a $0.99 Limited Sale.
Transportation
To return your product, you should email support@grodom.us for a return address. You will be responsible for paying your own return shipping.
Return / Exchange FAQs
1. How long will it take to receive a credit for my returned items?
Once we receive your items, returns are processed within 7–10 business days. The time to post a credit to your account can vary and is determined by the issuing bank. Please contact the issuing bank/original payment method for details.
2. I received the wrong product. Can I return it?
If your online order is not as expected, please contact support@grodom.us for assistance. Our Service Team will be happy to assist you in processing your returns. For products in stock, we will send a correct to your address.
3. My item arrived damaged. What should I do?
If you received damaged merchandise, please retain the box, packaging, and all contents and contact us within 14 days at support@grodom.us for assistance.
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear. However, if damage occurred to the item(s) in your shipment, please retain the box, the packing materials, and the items inside, take some clear photos related to the damage and contact us as soon as possible.