Here at Grass Root Naturals we take pride in making sure that each and every customer has a positive experience. Customers can order with confidence and peace-of-mind knowing that your money will never be wasted on a product that is sub-par. If you feel that the results of your supplements are insufficient, please contact us and we will make sure that the situation is remedied quickly and fairly.
We ship Monday through Friday. All orders are shipped USPS First Class, USPS Priority or UPS and international orders are shipped FedEx International Priority, DHL or UPS. Once you have the tracking number please allow time for it to enter the carrier’s system and update. We strive to uphold the highest levels of quality customer service. It is our ultimate goal at Grass Root Naturals to create life-long customers and we will do everything in our power to ensure that your experience with us is one that makes you want to shop with us again and again.
Our standard order processing time is 1 to 2 business days for all items that are in stock. Most orders that clear payment authorization and are placed before 1:00pm U.S. Mountain Standard Time will be processed the same day. Processing times are not calculated into the estimated delivery times. Orders are not processed on weekends or U.S. holidays. Extra time may be required for larger orders, international orders, orders requiring additional customer information.
You are responsible to know the import regulations for your country. Please research all supplements to ensure that they are legal for importation PRIOR to ordering. Once the order has left our premises we cannot be held responsible for customs delays. Most countries will have no trouble but we post this disclaimer in the off chance that there is an issue. If, by chance, the order is returned to us and you wish to have a refund then we will do so only after we have received the goods back. The refund will be calculated as Total cost less shipping and a 15% restocking fee for a total of an 85% refund not including shipping. We provide tracking information for all orders so please be diligent and keep track of your orders' progress through the mail system. We do not have a reship policy. We DO assume that all clients are aware of their own countries' laws and therefore you are responsible for dealing with your countries' customs. Please know your own import regulations before ordering. It is your responsibility. If customs does not return the products to us we cannot issue the 85% refund to you. If your order is denied entry into your country, we strongly advise attempting to have the items sent back to us and we will refund your order less shipping and a 15% restocking fee
30 DAY RETURN POLICY
At Grass Root Naturals our goal is to make sure all of our customers are completely satisfied with their purchase. We pride ourselves on carrying the highest quality products in the marketplace. Our 100% satisfaction guarantee on every product we carry is something you can count on. If for any reason at all you are not satisfied with a product you purchase from us, we will take it back. Once we get the product back to our warehouse we will quickly process your return/exchange within 24-48 hours during business days.
We understand how your circumstances may change or you may change your mind. As long as you return the item(s) within 30 days, unopened, and still in sell-able condition, we can give you a full refund for the product(s). You will be responsible for shipping the product(s) back to us. Once your package is received we will process your return in 24-48 hours during business days. See our HOW TO RETURN A PRODUCT instructions below.
If you have already opened, used, or partially used a product that you received from us, and are not satisfied, we will take it back within 30 days in exchange for store credit. We will need you to explain to us the reason you are returning the product so we can forward this information to our quality assurance team. You will be responsible for shipping the product(s) back to us. Once your package is received we will process your return in 24-48 hours during business days. See our HOW TO RETURN A PRODUCT instructions below..
If there is an issue with your product please contact us immediately at firstname.lastname@example.org so we can get the issue taken care of right away. We will have the defective goods picked up or send you a return label via e-mail or mail. Once we have confirmation that the product is on it's way back to us we will then re-ship you a replacement product or issue you a store credit or refund. Please Note: If the product is defective due to damage during transit we will need you to notify us that very same day so we can file a claim with the shipping carrier.
ALL RETURNS MUST HAVE AN RMA # TO BE PROCESSED. RETURNS WITHOUT AN RMA# WILL BE REFUSED AND NOT PROCESSED.
Question: What is an RMA#? What does it do?
Answer: An RMA, which stands for Returned Merchandise Authorization, is a way of flagging a product that’s being returned to us. This will help Grass Root Naturals keep track of your return and let us know why it is being returned. Grass Root Naturals creates an RMA once a customer has contacted us at email@example.com with a request to return a product.
Note: Creating an RMA doesn’t automatically refund or give you a store credit. The RMA# is simply the way we track your return throughout the returns process. Once the return is received with the RMA # on it you will then be credited for the return.
HOW TO RETURN A PRODUCT
To return the item(s), simply e-mail firstname.lastname@example.org to obtain your RMA#. Once you have obtained your RMA# send them in a carefully packed box to:
Grass Root Naturals
ATTN: Returns / RMA #
8835 W. 116th Circle, Unit P
Broomfield, CO 80021
INCLUDE YOUR RMA# ON THE BOX!
We will take care of this for you within 24 - 48 hours during business days of the time it arrives back to us, and we will e-mail you to let you know that we received it. Of course, we can not be responsible for the amount of time that it takes for the item to be delivered back to us.
Question: How Long Do Refunds Take?
Answer: Once we have confirmed that you are getting a refund, the refund will be processed within 24-48 hours. If you paid by credit card, it will take about to 3-7 business days to show up on your credit card account. If you paid by PayPal you should receive an email from PayPal within 24-48 hours to let you know you received a refund. We work hard to be sure that your refunds get to you as quickly as possible.