Shipping & Return Policy
Shipping Policies and Procedures for Standard and Priority Shipping (US Customers Only).
Our warehouse will choose the most cost effective carrier based upon your location. We cannot guarantee specific delivery dates and times for Standard and Priority Shipping.
We are not responsible for any delays in delivery - please contact the carrier with your tracking number if you experience any delays.
Shipping Policies and Procedures for Standard Shipping (International Customers Only).
Our warehouse will choose the most cost effective carrier based upon your location.
We cannot guarantee specific delivery dates and times for Standard Shipping.
We are not responsible for any delays in delivery - please contact the carrier with your tracking number if you experience any delays. You will be emailed by the carrier with your tracking number.
G-RO does not ship to P.O. Boxes. There will be delays for orders placed using a P.O. Box shipping address, as we will need to hold the order until we receive a valid residential or commercial shipping address.
When an order is placed, it will be shipped to an address designated by the purchaser as long as that shipping address is compliant and verified by our warehouse. Risk of loss and title for items purchased from this web site pass to you upon delivery of the items to the carrier. You are responsible for filing any claims with carriers for damaged and/or lost shipments.
How will my G-RO be delivered?
G-RO carriers include FedEx and FedEx Freight, United States Priority and Express, UPS, RoyalMail, Canada Post, Purolator, ParcelForce, Pharos, and Eurotrux. Our warehouse will email you the specific details on your carrier and tracking code(s) once your order is processed and prepared for shipment.
Tracking Your Order.
At our warehouse, tracking numbers are assigned, when applicable, to packages immediately and will be emailed to you along with your order information. However, it may take up to 72 hours before the package is checked into the carrier's tracking system. Even though your package has already shipped from our warehouse and is on the way to you, the carrier may not be able to provide any information about your package for up to 72 hours.
VAT Fees, duties and taxes
G-RO is not responsible for VAT fees, duties and taxes charged to international customers outside of the US.
VAT fees, duties and taxes for international customers are charged once your product(s) arrive in your country of destination. National tax authorities assess taxes and duties from citizens based on their laws and jurisdictions. G-RO cannot determine VAT fees, duties and taxes when when you place your order.
You may return any UNUSED products for a full refund within 30 days of purchase date. Returned items must be in the condition they were received in to qualify for a full refund. We highly recommend that you are careful not to scratch, scuff, dirty or otherwise cause the item to not be in new, unused condition if you are considering returning it.
On a case-by-case basis, slightly used items may be eligible for a refund after a 20% restocking fee. G-RO reserves the right to determine if the item’s condition qualifies it for a return.
Customers may be asked to submit photos of the item so that G-RO can determine return eligibility.
To initiate a return, contact our Customer Care team by clicking here.
If the reason for the return is a manufacturer or other warranty defect, G-RO will pay for return shipping costs. For any other returns, the customer is responsible for the cost of shipping the item back to us.
Once we receive and approve your return, the refund (less any restocking fees) will be applied to your original method of payment. Please allow 14 business days for your return to be processed. Please note that requirements specific to your bank or credit card may extend this processing time.
If you did not purchase the item from the G-RO website, please contact the retailer from which you did make your purchase.
Shipping for Returned Items.
Original shipping costs are not refunded and customers are responsible for return shipping unless the reason for return is warranty defect.
Purchases made through 3rd party websites are subject to the shipping and return policies of the organization or entity that the G-RO was purchased from.
RETURNS AND REFUND POLICY FOR PURCHASES THROUGH KICKSTARTER OR INDIEGOGO/INDEMAND
Dear Crowdfunding Supporters,
We thank all of our supporters for traveling with us on our journey to deliver the G-RO Luggage. We want you to be totally satisfied with your decision.
If you believe that our product did not meet your expectations, we will stand behind the following return policy.
Manufacturing defects - we will replace or refund your product within 90 days of receipt of your G-RO free of charge.
While we are not obligated to refund a pledge post campaign, if you are truly not satisfied with your G-RO we will refund your original pledge less a 15% restocking fee to cover shipping and crowdfunding fees if you notify us within 14 days of your receipt of the product.
All we ask is that you return the G-RO in an unused condition in the original G-RO wrapping and carton. You will also be responsible for the cost of shipping.