support
Shipping & Tracking
How long does it take for my order to arrive?
Generally speaking, our orders arrive at their destinations within 10* business days of shipping but transit times vary. * Because of Covid-19 shipments are delayed and European Warehouse orders can take 30 days to arrive.
storesapply.com operates several warehouses, we used to ship mainly from our European warehouse in Amsterdam, therefore you receive international tracking numbers and transit can take longer than expected.
Since last October 2019, we have started to ship from our warehouses in Las Vegas (USA orders), and in the future we will also have a warehouse in Calgary (Canadian orders), greatly reducing shipping times to under 3 to 8 business days. We are in the process to have all North American orders be shipped from these two warehouses. Until October 2020 it is still possible that you will receive orders from Europe when you make an order for North America as we are in the process of moving stock to these warehouses. Please have patience if you do not receive your order within the 10 day business day window. Because of COVID-19, there has been a delay in processing all orders from our Las Vegas warehouse.
How can I track my order?
If you selected one of our 'Registered' shipping options your shipment is trackable. Once the shipment is in transit we'll send you an email with the tracking number. This may take up to 24 hours.
All orders that are shipped from Las Vegas to an address in the USA will have a tracking # available.
The email with the tracking number may end up in your spam folder, to prevent this from happening please add support@grasscity.com to your address book.
If you need assistance obtaining the tracking number please contact us at support@storesapply.com.
I accidentally entered a wrong shipping address, how can I change it?
If your order has not been shipped (the order status is 'pre-shipping' or 'processing') please send an email to support@storesapply.com, we will do our best to get to the order before it ships but we cannot guarantee it. Please make sure to mention your order number.
If your order was has already shipped we will have to wait until your order gets back to us until we can reship. Once shipped your address cannot be changed by you, the postal services, or by our customer service department.
Billing
What payment methods can I use and what about security?
- Visa Credit Cards
- Visa Debit Cards
- MasterCard Credit Cards
- MasterCard Debit Cards
- American Express
Secure shopping guarantee
We understand your concerns about the security of your personal and credit card information on the Web, which is why use SSL protection and encrypted data storage of your personal and order info.
Thawte protects you and your credit card information every time you shop at storesapply.com, you are shopping on a secure server that encrypts all of your personal information, including name, address, phone number and credit card number. To protect you and your credit card information, we use Secure Sockets Layer (SSL) technology, which is the industry standard and among the best software available today for secure commerce transactions with a certificate from Thawte.
Encryption ensures that no one can access or use your personal information!
IMPORTANT: WE DO NOT ACCEPT CASH ORDERS AS WELL AS BANK TRANSFERS. WE DO NOT ACCEPT PAYPAL.
'THRI PS' will appear on your credit card statement. We cannot change this, and we apologize in advance for any inconvenience/confusion this may cause.
Price Match Guarantee
At storesapply we aim to provide our customers with the best possible price for all of the products we carry on our site. If you come across a product that is available for a lower price somewhere else, please send us the link and we will consider matching the offer.
How does it work?
- Send the link of the identical item found for a better price to support@storesapply.com and put "price match guarantee" as the subject of your mail.
- We will endeavor to reply to your mail within 2 to 3 business days.
- If your request gets approved we will make sure we match the price.*
* Please note that this only applies to products that are in stock at other headshops and are not part of our selection of own produced brands like Storesapply, storesapply, Famous Brandz Products, Mountain Jam Glass Company and non branded products that we produce ourselves. For these products, we have our own minimum advertised pricing (MAP) , if other online retailers advertise below these prices, we reserve the right to refuse Price Matching requests for these.
Ordering and returns information
Processing Your Order
It is important to consider all terms of sale carefully before ordering. We try to process your order within 48 hours. Certain items are made to specs/handmade and take a little longer to ship for that particular reason. If you have any questions about your order please contact us at support@storesapply.com or open a support request.
Payment Methods
We accept VISA, Euro/MasterCard and American Express. For European countries we offer different ways of bank transfers as well as credit card payment .
Security
We secure the transmission of information using Secure Socket Layer (SSL), the Internet’s standard - and best - technology for secure shopping. You can ensure that your transaction is secure by the presence of a closed padlock or key in your browser window. We do not distribute or sell any of your personal information to third parties. We are committed to protecting your privacy. We do not sell, trade, or rent your personal information to others. Our servers are located in the Netherlands and therefore we are committed to the institutional rights concerning privacy policy in the Netherlands. All of the customer data we collect (your account information for example) is protected against unauthorized access by means of 256 bit encryption.
Returning of order
If you wish to return your order please contact us before doing so by either opening a support request or emailing us at support@storesapply.com
Order status
You can see the status of your order on your account page. You must have a shop account to view the status of your orders. As soon as your order is shipped, you will receive shipping confirmation via email. Only orders placed while logged into your account will be visible.
Inspecting your order upon receipt
Upon receipt of your order, please inspect all merchandise before using it and check for any defects or damage. If you have indeed noticed any defects or damaged please email us at support@storesapply.com or open a support request. Please include your order number and a clear picture of the item with the support request or the email.
You received a damaged item
If an item within your order is damaged upon arrival DO NOT USE THE DAMAGED ITEM OR TRY TO FIX THEM. Please email us at support@storesapply.com or open a support ticket. Please include your order number and a clear picture of the damaged item with the support request or the email.
You received the wrong item
If you have received a wrong item DO NOT USE IT. Please include your order number and a clear picture of the wrong item with the support request or the email. If you use it, the contract between storesapply.com and the customer will be considered fulfilled.
Wrong address policy
If you have given a wrong address during the ordering process and your order was shipped before you could inform us, we will have to wait until your order gets back to us until we can reship. Once shipped your address cannot be changed by you, the postal services, or by our customer service department.
Insurance and Returns policy
If your package is damaged or vandalized in shipment, please email us at support@storesapply.com or open a support ticket. Please include your order number and a clear picture of the damaged item with the support request or the email.
- Products must be returned factory sealed.
- Broken or shattered glass will not have to be returned to us, however we require a High Res photo of the damaged product(s)to be eligible for replacement of your broken product(s)
- Opened products can not be returned unless they are broken in which case they will be replaced with the same product.
- Shipping charges are non-refundable.
- You can not exchange a product because it does not work with your equipment or that it is not what you thought it was, so please make sure you read the detail specifications before placing your order.
- We will not refund you for the postage cost on your returns, unless you are returning a defective product, or an error was made by us.
- We accept no responsibility for shipments confiscated by customs. Contact your local customs office for further information regarding the product you intend to buy if you are uncertain.
You will need to contact us before you return a parcel. The return will not be accepted unless you have contacted us first prior to returning your product/s, and have included the customer service correspondence in the shipment.
You received a damaged or broken item
First, shoot us a photo of the breakage, the box it came in and the address label. Please do not use the item and don't attempt to fix it. We cannot accept returns for used or repaired items. There are zero exceptions to this rule - it's against federal law!
If the item passes our first visual check we will send you detailed instructions on how to return the item.
You've got three options for how you'd like to proceed from there.
1.) We can easily swap or exchange out your return for a new item, new item color, ect.
2.) We can issue you store credit for your return.
3.) We can issue a refund to your credit card.
Returning your order
At Grasscity we understand how frustrating it can be to receive an item that is damaged, incomplete or doesn’t live up to your expectations. If you are not 100% satisfied with your purchase please refer to our Easy Returns Policy within 4 business days of receiving your order.
It is only possible to return unused items. We don’t accept returns for used items. There are no exceptions to this rule, as this breaches federal law!
We will request a photo of the item to check that the item hasn't been used. After we receive your return we do a secondary test to absolutely rule out that the item has ever been used and is in resale condition.
After the item passes the first visual check our customer service will send you detailed instructions on how to return the item. We will provide you with three options on how you would like to proceed from there:
- Swap or exchange your return for a different item, different color, etc.
- Issue store credit for your return.
- Issue a refund to your credit card.
Return Address:
USA Warehouse: 6255 N HOLLYWOOD BLVD STE 145
LAS VEGAS NV 89115 United States of America
Amsterdam Warehouse Gyroscoopweg 64 1042 AC Amsterdam The Netherlands
Refund Policy
At Grasscity we understand how frustrating it can be to receive an item that is damaged, incomplete or doesn’t live up to your expectations. If you are not 100% satisfied with your purchase please refer to our Easy Returns Policy within 4 business days of receiving your order.
It is only possible to return unused items. We don’t accept returns for used items. There are no exceptions to this rule, as this breaches federal law!
We will request a photo of the item to check that the item hasn't been used. After we received your return we do a secondary test to absolutely rule out that the item has ever been used.
After the item passes the first visual check our customer service will send you detailed instructions on how to return the item. We will provide you with three options on how you would like to proceed from there:
- Swap or exchange your return for different item, different color, etc.
- Issue store credit for your return.
- Issue a refund to your credit card.
Our products are intended for tobacco use only.
Return Address's
USA Warehouse: 6255 N HOLLYWOOD BLVD STE 145 North LAS VEGAS NV 89115 United States of America
Amsterdam Warehouse Gyroscoopweg 64 1042 AC Amsterdam The Netherlands
You received the wrong item
First, shoot us over a photo of the item you want to return. We need to do a quick visual check to ensure the piece hasn't been used (we do a secondary test, when the item returns to our facility to ensure cleanliness as well.) We cannot accept returns for used items. There are zero exceptions to this rule - it's against federal law!
If the item passes our first visual check we will send you detailed instructions on how to return the item.
You've got three options for how you'd like to proceed from there.
1.) We can easily swap or exchange out your return for a new item, new item color, ect.
2.) We can issue you store credit for your return.
3.) We can issue a refund to your credit card.
Product Warranty
Most vaporizers or other electronic items will have a warranty of some kind. We advise that you register your product with the manufacturer upon arrival.
If they require proof of purchase please contact Grasscity customer support at support@storesapply.com to request a copy of your invoice.
Most claims should first be put through to the manufacturer. If they are unable to help you please get in touch with customer support for a solution.
