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Grassroots is a Canadian company delivering earth-friendly products across North America.
For information on Grassroots policies, please click on any of the following:
1. Payment Methods
2. Returns and Exchanges
3. U.S. returns or exchanges
4. Non-Returnable Items
5. Damaged Goods
6. Warranties
7. Online Gift Registry
8. Holiday Items
9. Offline Orders
10. Delivery Times and Shipping Details
11. International Shipping & Currency Conversion
12. Product Back Orders
13. Taxes
1. Payment Methods
Presently, the payment methods we accept for online orders are VISA, Mastercard, Amex, cheque and money order.
If paying by cheque, please allow 7-21 days for cheques to clear at which point your order will be processed and shipped out. Money orders are processed quickly, generally within 1-2 business days, and once cleared your order will be processed and shipped out.
Cheques and money orders must be in Canadian funds. Please send funds to Grassroots Environmental Products, 372 Danforth Avenue, Toronto, Ontario, Canada, M4K 1N8. Do not mail cash.
2. Returns and Exchanges
Return and Exchange Policy:
If you are not satisfied with a product you bought online at Grassroots, for whatever reason, it is possible to return it within 30 days of receiving the product.
When returning or exchanging product, original shipping fees are not refundable. The customer is responsible for return shipping charges. We cannot accept COD deliveries. We highly recommend you insure your return shipment.
Please refer to the easy-to-follow steps outlined below on how to return products.
To RETURN your product for refund:
1) Be sure to check the date on your receipt. Refunds are granted within 30 days of you receiving your order from Grassroots.
2) Ensure that the product being returned is in its original packaging (along with manuals or accessories) and in perfect condition. In the case where packaging is no longer in its original condition (ie: damaged, cut, broken), a 25% re-stocking fee will apply.
3) Include your receipt with the item you are returning (the small slip of paper attached to your packing slip that came with your shipment).
4) Grassroots has provided a refund form, which can be found on the back of the packing slip. Simply write a brief explanation as to why you are returning the item and write down the order number in the space provided.
This number can be found in your confirmation email from us or in the packing slip that came with your shipment. Alternatively, you can also find this order number on the Grassroots website by clicking My Account and logging in to your order history.
5) Grassroots has provided a return shipping label found on the back of your packing slip. Simply cut out and attach to the outside of your return shipment.
6) Clearly mark your original order number in the space provided on your return shipping label.
This number can be found in your confirmation email from us or in the packing slip that came with your shipment. Alternatively, you can also find this order number on the Grassroots website by clicking My Account and logging in to your order history.
7) Ship Product to:
Grassroots-Returns
372 Danforth Avenue
Toronto, Ontario
M4K 1N8 Canada We'll notify you of your refund via e-mail after we've received and processed the returned item. You can expect a full refund (minus shipping fees) in the same form of payment originally used for purchase within 7 to 14 business days after we receive your return.
Exchange Policy:
If you are not satisfied with a product you bought online at Grassroots, for whatever reason, it is possible to exchange it. Simply follow these steps:
1) Return undesired product following the Return steps above. You will be issued a refund (in the same form of payment originally used for purchase) once Grassroots receives your return package.
2) Browse the Grassroots website to purchase the desired replacement product/s.
3. U.S. returns or exchanges:
Ship all returns prepaid, by insured Surface Mail (United States Postal Service). We will not accept returns or exchanges from the United States that are sent via courier. Why? Because Customs would impose brokerage / duty fees on Grassroots as though we were accepting goods from a U.S. supplier.
Where applicable, please contact your local customs office for information about any taxes or duties that may be assessed on a return shipment.
To avoid unnecessary delays, please write "Canadian Goods Returning" on the outside of the package. Please follow the rest of the steps outlined above for all returns or exchanges.
4. Non-Returnable Items:
The following products cannot be returned or exchanged:
- Used filters, or filters in opened packages
- Washed or used clothing or linens
- Used personal care products
- Sale or clearance items
- Seasonal items (seeds, cards, ornaments…)
5. Damaged Goods:
If your order arrived damaged, please return it immediately. If the error is ours, you will not be charged for additional shipping costs. We will then re-send your new order at no cost to you.
6. Warranties:
Grassroots honours all products covered under manufacturer's warranty. To determine whether your product is covered under warranty, please refer to what is stated in the online product description. If you have any questions about warranties, please call or email us - we're happy to help.
7. Online Gift Registry:
Presently, our shopping cart provider offers only a Wish List feature, not a Gift Registry. However, we found a way around that so loved ones can purchase gifts for your special occasion and as each item sells the remaining quantities will be updated accurately. Simply follow these easy steps:
Step One: Register a new account specifically for your occasion (do not use your personal Grassroots account, if you are already registered). From the bottom menu of the homepage, click "My Account".
From this page, click the "Register" button as a new user. Enter your account information in the fields provided. Create a unique username and password for your occasion, like "Wedding" or "BabyShower" that friends and family will eventually use to log in with.
Step Two: Once you have successfully registered your new account, browse through the online catalogue and add desired products and quantities to your Wish List, which can be found at the bottom of each product page.
Step Three: Send your special username and password to loved ones letting them know that they can log in to your Wish List (from the "My Account" page at the bottom menu of the homepage) to purchase gifts for your occasion. Give them our toll-free number in case they have questions - 1-888-633-5833.
*Please note: We are still working out some glitches - this current process is not perfect. For instance, if you have selected a set of six towels for your Wish List, a lesser quantity cannot be selected when purchasing - all six towels must be selected at one time. We are working with our shopping cart provider to fix this problem.
8. Holiday Items:
Items that meet our return or exchange policies as listed above, purchased during the November-December holiday gift-giving season, can be returned up until January 25th. There are no returns or exchanges from December 27 to December 31st.
9. Offline Orders:
If you are uncomfortable ordering products through the Internet, feel free to email, fax, mail or phone us with your order. Our hours and contact information are as follows:
372 Danforth Avenue
Toronto, Ontario
M4K 1N8 Canada
Local: (416) 466-2841
Toll-Free: 1-888-633-5833
Fax: (416) 466-2798
Hours (Eastern Standard Time):
Monday-Friday 10:00AM-7:00PM
Saturday 10:00AM-7:00PM
Sunday 12:00PM-6:00PM
10. Delivery Times and Shipping Details:
Most orders are processed within 1-3 business days from the time of order.
Our exclusive carrier is FedEx. We offer FedEx Ground , Second Day Air, and Next Day Air service. (See full time schedules below.) Selecting a method of shipment determines how long your package is in transit once the package ships. It does not include the time required for Grassroots to process, package and ship your order (usually 1-3 days).
Ground:
FedEx Ground Service - Canada (1-7 business days)
FedEx Ground Service - U.S. (2-7 business days)
2-Day:
FedEx 2-Day - Canada (2nd business day by 3:00 pm)
FedEx International Economy - U.S. (2nd business day by 4:30 pm)
Next Day:
FedEx Priority Overnight - Canada (next business day)
FedEx International Priority - U.S. (next business day) Canpar and Canada Post are considered backup carriers and may be used occasionally. A word about carrier substitutions: From time to time, we may have to choose a carrier other than the one you selected at checkout. Our primary carrier may have difficulty completing a shipment, while another may not. Situations like natural disasters, work stoppages, service delays, etc. may arise. Rest assured, if we switch carriers, we will maintain a service level equal to or exceeding what you originally requested.
11. International Shipping & Currency Conversion:
We ship only to Canada and the continental United States at this time. If you live outside these countries, we cannot process your order. We also cannot accept credit cards from outside Canada and the United States, regardless of where the product is being shipped.
All prices are in Canadian dollars. For currency conversion, click here. Your credit card company will automatically make the exchange at current rates (check with your credit card company for details).
Orders shipped to the United States are not charged Canadian taxes; however, all orders pass through customs and are subject to import duties, taxes, and custom processing fees. These charges will be calculated by FedEx and billed directly to you. While these charges are usually relatively small, please be aware that they do exist. A FedEx invoice will arrive with your parcel or may follow in the mail. Recipients are responsible for paying these additional fees.
Please note: Grassroots is unable to provide estimates for any customs fees; check with your local customs office for more information.
12. Product Back Orders:
A back ordered product is one that is not currently in stock, which we expect to have available within two to six weeks.
When you purchase a product on back order, we will ship the item within 2-6 weeks and notify you by email when your order has been shipped. Once the order is shipped, your credit card is charged for the purchase and shipping cost.
If you order in-stock products with a combination of back ordered products, we ship the in-stock products to you immediately. We charge your credit card for the in-stock items and shipping cost. The back ordered items are shipped within 2-6 weeks at no additional shipping cost. We send you an email notification when we ship your order at which time your credit card is charged for the back ordered items.
To cancel a back ordered product, simply email Customer Service with “Cancel Back Order” in the subject line. Please include all of your contact information with specific instructions in the body of your email. Also, you must email us your order number.
This number can be found in your confirmation email from us or in the packing slip that came with your first shipment of in-stock items. Alternatively, you can also find this order number on the Grassroots website by clicking My Account and logging in to your order history.
Please note: If we must cancel your back order because products become unavailable, we will email you.
13. Taxes:
Taxes are calculated based on where products are shipped to, not where they are ordered from. Customers requesting products be shipped to the United States are not subject to Canadian taxes.
British Columbia - 6% GST
Alberta - 6% GST
Saskatchewan - 6% GST
Manitoba - 6% GST
Ontario - 14% GST + PST
Quebec - 6% GST
Newfoundland and Labrador - 7% GST
Nova Scotia - 6% GST
New Brunswick - 6% GST
Prince Edward Island - 6% GST
Northwest Territories -6% GST
Nunavut - 6% GST
Yukon - 6% GST
United States - 0% |
