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Shipping policy

We are a small two person team. We hand pack and personalize each order before it leaves our warehouse and promise to ship as fast as we can, but we aren't Amazon Prime.

Still, most orders leave our warehouse the business day after you place your order. Bear in mind that most fulfillment delays come from incorrect addresses. Before placing your order, please ensure that your address is correct (include a suite/unit/apartment number when applicable).

INTERNATIONAL ORDERS

We are thrilled to offer shipping worldwide! Please note that all VAT / Taxes / Duties are required to be paid by many countries. These charges are the responsibility of the party importing the goods (you). We recommend checking with your countries customs office to see if any fees may apply prior to submitting an order.

PROTECT YOUR DELIVERY WITH NAVIDIUM

We have partnered with Navidium to offer low cost, comprehensive package protection for both Domestic (US) and International Orders. This covers loss, theft and damage that may occur during shipping.  ORDERS THAT ARE PLACED AND SHIPPED WITHOUT SHIPPING PROTECTION AND SUBSEQUENTLY LOST/DAMAGED/STOLEN IN TRANSIT WILL NOT BE ELIGIBLE FOR A REFUND. 

There’s no need to wait weeks (or longer) for claims to be processed by shipping carriers. For 3% of the contents value, 100% protect your parcel and receive a refund or replacement. 

WHAT WE DEEM AS LOST

  • Carrier status states "delivered", but does not include gps or photographic evidence of delivery.
    • Depending on where you live, we ask that you allow a minimum of 7 business days but no longer than 30 days for United States domestic shipments (45 days for international shipments, including Canada) for your parcel to be delivered. Sometimes the carrier prematurely marks it as delivered and tries a redelivery, and it then turns up in a secure location at your property or perhaps may be misdelivered.
  • If your carrier status is not "delivered" and your tracking has not updated for 30 days from the ship date.
    • We reserve the right to classify this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement.

WHAT WE DEEM AS DAMAGED

  • Items arrive damaged in transit - bag is wet, stained, torn etc.
  • Some of your order is missing due to the box/packet opening in transit 

Please immediately contact us at gripsupport@gripgenie.com  if your items have arrived damaged or if something is missing. Submit photographic evidence of tampered items.

WHAT WE DO NOT COVER:

  • Missing parcels or redelivery fees due to invalid / incorrect address information provided by you
  • Delays in transit 
  • Order marked as unfulfilled or unshipped. This may be due to a pre-order or delay in shipping during high-volume periods (ex. Holidays).
  • International orders stuck in customs - we can't be held responsible for customs delays. Please get in touch with your chosen carrier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund.
  • Items that are returned to us for a refund or exchange that are in an unsellable condition
  • If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions
  • Items marked "delivered" where the carrier has provided sufficient proof of delivery, such as photographic and gps tagging of the delivery location.
  • If you are unsatisfied with your product, Navidium is not a product replacement plan. Rather, please request a return / exchange within our 30 day return period.

HOW TO SUBMIT YOUR CLAIM

If your parcel is lost or damaged, please contact us at gripsupport@gripgenie.com from the email address you used to place your order. We will assist you within 1-2 working days. What to include in your claim:

  • Subject line: CLAIM for order (your order#)
  • Description of your issue
  • Photo evidence of damage

We will continue to track your parcel and should it appear, we request it be sent back to us at our expense.

By selecting Navidium shipping protection, you agree to these terms. 

We ask that you do not get in touch with us regarding a missing parcel until the 30 day allotted time has passed for it to be deemed as lost. 

This is our in-house protection policy. Navidium shipping protection is non-refundable.

OUR POLICY FOR UNPROTECTED PARCELS

We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take up to 6-8 weeks and is at the discretion of the courier