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Returns & Exchange Policy

We are a digital brand that puts customer experience first and strive to facilitate your purchase with consistent excellent service. We offer a dedicated Product Advisor who will oversee your order and answer any questions you have along the way to ensure that you have a pleasant delivery and return experience. 

24-HOUR CANCELLATIONS

If you want to cancel an order, please contact us within 24-hours of receiving your confirmation email. We will not charge your card until after this 24-hour window has passed.

30-DAY SATISFACTION GUARANTEE WITH FREE RETURN SHIPPING

We want you to love your purchases from Groms. We offer a 30-Day Satisfaction Guarantee which means that we offer free returns, should you not be fully satisfied with your purchase.

If you decide to return an item, please contact a Product Advisor and we will ensure that the return process is as smooth as possible.

If the item was shipped to you using Parcel Delivery, please pack it in its original packaging and Groms will contact you to arrange a pick-up of the item. We ask you to keep the original packaging for Parcel Delivery items during this return window in case you are not completely satisfied with your order.

If the item was delivered to you using our White-Glove Delivery service, we will contact you to schedule a convenient time to come and collect the order for return shipping.

We will issue a refund of all charges, including shipping. Any taxes charged will be refunded in accordance with applicable laws. Groms reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client.

Special order items are exceptions to this policy and cannot be returned. Please refer to the product’s detail page to determine whether a product is eligible for the 30-Day Satisfaction Guarantee.

Exchanges

If you would like to exchange an item from your order, please contact us and let us know. Standard Order items can be exchanged for any product of equal value. If you wish to exchange your item for a product of lesser or higher value, a refund or invoice for the difference will be issued, respectively. Special Order items are made-to-order and therefore cannot be exchanged. If you are not sure if your item is exchangeable, you can refer to the product’s detail page or call a Product Advisor.

If the item was delivered to you using FedEx, please seal the item in its original packaging and Groms will email you a prepaid return label. The item can then be dropped off at your local post office or FedEx location.

If the item was delivered to you using our White-Glove service, our delivery partner will contact you to schedule a convenient time to come and collect the order for return shipping. You will be charged the appropriate shipping flat rate for your new exchanged item. Exchange items are considered as final sale and cannot be exchanged again.

Once the item is back at our warehouse, it will be inspected to verify that it is in as-new condition. Groms reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client.

Damages

If you receive a damaged, incorrect, or incomplete item with Parcel Delivery, please contact us within three business-days of receiving the delivery. Email us at support@groms.com with your order number, contact information, and photos documenting the damages. 

 If your item is delivered using our White-Glove Delivery, an authorized adult must be home during your delivery window to inspect and sign for your item(s). In the event that you discover any product defects during your White-Glove Delivery, please contact us immediately. Our delivery partners will endeavor to make light repairs on-site or—in the event that damages are more significant—your personal Product Advisor will contact you to determine the best solution.

If you have any further questions about Groms Returns and Exchange Policy, please reach out to our team of Personal Product Advisors online at support@groms.com or via phone at 217.262.6880.

Pricing and Information Disclaimer

Groms goal is to provide accuracy in all prices, delivery rates and other information. All prices are in US dollars and are subject to any applicable taxes according to state and local laws. Availability, prices and delivery rates are subject to change. There may be errors in the prices, descriptions or images of certain merchandise, and we reserve the right to restrict orders of those items and correct any errors, inaccuracies or omissions.

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