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SALE ENDS AUG 15 | SAVE SOME GREEN TODAY
SALE ENDS AUG 15 | SAVE SOME GREEN TODAY

Frequently Asked Questions

  • Shipping FAQ
    • Do you require a signature on your packages?

      Grown Depot reserves the right to require a signature on any order from our platform. Our buyers must be of the legal age to consume of 21. If you are under the age of 21 please do not order from this platform. Grown Depot takes credit card fraud and underage exposure very seriously. It is company policy to report any and all credit card fraud, or suspicious activity to the authorities. CUSTOMERS MUST BE 21 AND UP TO PROCESS PAYMENT ON ORDERS ON THE GROWN DEPOT PLATFORM.

    • How can I check if my order has shipped?

      Go to My Account, and click on Order Status. Awaiting Fulfillment means the order is still processing. When the package has shipped your order will show as “Shipped.” A tracking link will be provided in most cases to track your package as soon as it has been marked as shipped.

    • When will my order ship?

      Orders placed before 2pm EST are generally shipped same day. Most all orders are shipped within 24 hours unless otherwise stated on the product page.

    • How do I edit or cancel an item in my order?

      Shoot us an email at support@thegrowndepot.com as soon as possible. Once your order has been packed, it cannot be modified. Returns can take 2 weeks or more to turn around.

    • How do I track my order?

      Visit thegrowndepot.com Click “My Account” and go to “Order Status.” Scroll down to the “Tracking Info” section of the page and click on the tracking number.

    • My order never arrived. What do I do?

      First, check the tracking number and ensure that you have not overlooked its arrival date. If it’s still in transit, just wait until they deliver it or the tracker message reads “delivered”. If it says “Delivered” and it hasn’t arrived, please contact your post office with the tracking number. Or reach out to our customer support directly.

    • An item is missing from my shipment. What do I do?

      Email us at support@thegrowndepot.com within 72 hours of receiving your order.

    • What is your mailing address?

      Our mailing and return address is: GROWN DEPOT SHIPPING - 80 M Street SE Washington, DC 20003

    • How do you ship your packages?

      Grown Depot allows merchants and vendors to offer their own products and ship directly to you. Boxes and packages may vary depending on the vendor or merchant.
      If a product is shipped from The Grown Depot then the following packaging and shipping is executed. Hand pipes are shipped via USPS First Class mail. Larger items such as water pipes, bubblers, etc. are shipped via USPS Priority 1-3 day or Fedex Ground depending on location.

    • Where do you ship from?

      The Grown Depot ships out of Washington, DC. Vendors and or merchants offering products on our site ship from locations all over the world. See product and shipping information to confirm the location.

    • What if my order breaks during shipping?

      Grown Depot packages all orders in industry leading ways to reduce and mitigate 99% of breakage during shipping. However, things happen, and your package may arrive broken. In the unlikely event your item arrives broken or faulty, DO NOT throw away the box or packing materials. Our support team will need CLEAR visible photos of the broken items in addition to the box in several angles. In order to file a claim for a replacement or refund these items are 100 % necessary and non-negotiable. Depending on the extent of the damage, we may issue a return-shipping label, or simply tell you to toss the broken item in the trash. In either case, a brand new replacement item will be sent out to you either from Grown Depot, or from the vendor or manufacturer directly.

    • What will my package look like?

      Your package will arrive in a brown or white box. In most cases your package will have Grown Depot Packing tape. More valuable or fragile items are shipped with FRAGILE or handle with care stickers displayed. The box will not have any cannabis symbolism displayed.

    • Can I have my order shipped to another address other than the one listed on my billing information?

      Yes. Your billing address is only used to verify your credit card information. However, we may request ID verification if the order is shipping to a different name than the name listed on the account and credit card. This is a policy to prevent fraudulent orders with stolen credit cards, as well as underage unapproved orders.
      Some credit card providers require that the name on the card be the same name that is on the account and shipping information. American Express is known to decline charges with non-matching names.

    • What if I need to update or change my shipping information?

      Contact us by email at support@thegrowndepot.com ASAP. Once your order is shipped the destination cannot be changed.

    • What payment methods do you accept?

      You can pay by any of the following: • 4 Major Cards: Visa, Discover, Mastercard, American Express, Wire Transfer or Check

    • Do you accept Paypal?

      No, we do not accept Paypal. PayPal has policies restricting companies associated with the cannabis industry.

    • What if I choose to cancel my order?

      Contact us by email at support@thegrowndepot.com with your order number ASAP. We cannot guarantee that your order can be canceled.

    • How do I create an account?

      Click “Create an Account” at the top right corner of the page and follow the prompts.

    • How do I edit my account information?

      The Grown Depot ships out of Washington, DC. Vendors and or merchants offering products on our site ship from locations all over the world. See product and shipping information to confirm the location.

    • How do I edit my account information?

      Click “My Account.” Here you can edit your physical address, email address, password, wish lists, and more.

    • What if I forgot my password?

      Click “Forgot Password” on the login page. Our system will email you a link to reset your password. Once you receive the link, click on it and it will prompt you to make the change.

    • What is your Privacy Policy?

      We do not share your information with anyone, ever. Read our Privacy Policy by clicking the link in the footing at the bottom of every page

    • Do you offer discreet billing?

      Unfortunately we do not offer discrete billing. Your bill will read Grown Depot, Inc.

    • Do I have to pay sales tax?

      You only pay sales tax if your item is being shipped to Washington, DC

    • I need a copy of my receipt/invoice.

      Go to “My Account.” Click “Order Status.” Each of your order invoices and payment receipts can be found there.

    • When will my refund credit appear on my account?

      You should see a refund post to your account 1-4 business days after the refund is issued. This may depend on your banks policies. Please consult with your bank about their policies.

    • When will my credit card be charged?

      Your card will be charged when you place your order. There will be no other recurring charges unless you decided to sign up for Depot Gold ™, our expedited shipping program.

    • How will my purchase show on my billing statement?

      As of now, your billing statement will show a charge from Grown Depot, Inc.

    • How do I use a coupon?

      Either on your shopping cart or on the checkout page, enter your coupon code into the “Promo Code” field.

    • Can I make an order over the phone?

      We do not offer over the phone ordering just yet! We will soon and you will be able to give us a call, day or night.

    • How do I buy/redeem a gift certificate? Can I check the balance left?

      Buy: Click “Gift Certificates” at the top right corner of the page. Enter the recipients information, and a gift certificate will be emailed to them instantly.
      Redeem: Simply enter your gift certificate code at checkout into the “Enter Gift Certificate Code Here” field.
      Check Balance: Enter your gift certificate code to find out the remaining balance.

    • I cannot complete my transaction because of an “AVS Mismatch” or “Gateway error”. What does this mean?

      Grown Depot provides our customers with a secure checkout system to ensure each purchase is authentic and non-fraudulent. If you did not receive an order invoice number, then your attempted transaction was rejected. The "AVS Mismatch" or "Gateway Error" is a direct result of incorrect or mismatched billing information being used to complete the purchase. Please confirm your billing information and try again. If the error persists, please email us directly at support@thegrowndepot.com or chat with one of our online representatives.

    • What can I do to correct and resolve the “AVS mismatch” or “Gateway error”?

      The billing information you entered for your order has to absolutely match the information your credit or debit card company has on file for you. Street address, phone number and email address have to be perfectly matched for the transaction to go through successfully. Use only standard abbreviations such as “St, Ter, Ct, Blvd or Ave.” Any variations in billing information from what your card issuer has on record for your account will be rejected as a failed transaction. Each failed transaction attempt will result in a temporary pending charge to the listed account used. The account will never be charged the pending amount and all pending charges will take up to 24 hours to be released from the account. We recommend contacting your Bank or Credit Card Company to confirm all information is accurate before placing your order. If you are required to update your information with your card company, it will take 24 hours for the new billing information to be confirmed in the national database.

  • Product FAQ
    • Are the photos the actual pipes for sale?

      All of our pictures are photographs of actual products from our inventory or from vendors who list their products on our platform. Some items are handmade and may have different details than the ones pictured, however they are very similar. Any variations are minimal, aesthetic, and will never affect functionality. If products are changed, then new pictures are posted to show up to date products and their ascetics.

    • When do you restock your products?

      As soon as Grown Depot is running low on a product, an order is placed with the manufacturer to restock our inventory. As soon as the order arrives, it goes through quality control with our supply management team and the stock is updated on our site. Some of the products offered on our site are shipped directly from the manufacturer so inventory may vary.

    • What if I want an item that’s out of stock?

      Please go to the product listing for the item you wish to purchase. Right above the SOLD OUT button, please enter your email and click “Notify me when this product is back in stock.” This will ensure you get an email notification as soon as the product is back in stock.

    • How will I know when items I want will be back in stock?

      Go to the product page you'd like to buy. Right above the SOLD OUT button, please enter your email and click “Notify me when this product is back in stock.” This will ensure you get an email notification as soon as the product is back in stock.

    • Does Grown Depot price match any other glass or product distributors?

      Yes! Grown Depot takes pride in offering the best products at prices. If at any time you find one of our products cheaper somewhere else, let us know and we’ll beat their price by 5% OR MORE.

    • How can I find out correct size information I need for a particular product I want to purchase?

      Every product has descriptive product detail. If you have any questions about sizing, do not hesitate to contact Grown Depot Support. Our team will be glad to help with any questions about the products compatibility and fittings.

    • How can I earn free products with Grown Depot?

      Customers can earn whats called “Depot Cash™.” Depot Cash ™ can be used to purchase products, tools and equipment on thegrowndepot.com Some ways to earn earn Depot Cash™ for free products are to 1. Share great finds on social media. 2. Refer a friend and earn when they make a purchase. 3. Follow @growndepot on instagram, facebook and twitter. 4. Creating an account for regular shopping. 5. Write a review on a product or about our web depot.
      Depot Cash™ is a sure fire way to earn free products and have fun doing it!

  • Returns & Exchanges FAQ
    • How do I return my product?

      You may return UNUSED products within 7 days of your purchase if you’re not happy with the product or its just not the right fit. First, contact Grown Depot Support for a Return Merchandise Authorization Number- AKA RMA number. Returns will not be accepted without an RMA number. Next, carefully package your items the same way they arrived. Be sure that all glass items are completely surrounded with bubble wrap and packing peanuts to mitigate movement. In the event a return comes back to us broken, no refund will be issued until a USPS or FedEx claim is filed and paid out.

    • Does Grown Depot accept USED PRODUCTS to be returned or exchanged?

      No. Grown Depot has a strict 100% NO RETURN POLICY for any used products. If it looks or smells like it was used, it will be discarded immediately and no refund can be issued. There are no exceptions to this policy so please return wisely.

    • I received the wrong product.

      If you received the wrong product(s), shoot us an email within 48 hours of receiving your package. Include your order number. REMEMBER, DO NOT USE THE ITEMS. If you use the items, we cannot replace them. Once you contact our support team, they will determine whether to issue a return shipping label and have you send the item back, or let you keep it and send you the correct item. Company discretion varies from case to case.

    • What is your return policy?

      We understand the frustration of receiving something you ordered online and not being happy with it. To help alleviate your hesitancy to shop online, we offer a 7 day no hassle guarantee on most all UNUSED items. If you are unhappy with your item, let us know and our support team will issue a refund as soon as possible. All preference based returns are subject to a 15% restocking fee OR the option to receive store credit for the full amount of your order.Just contact customer support and get an RMA Number, pack it up and send it back. After 7 days, returns are subject to a 25% restocking fee. Customers are responsible for shipping fees on return items if the return is due to preference and is at not fault Grown Depot. Should you need to return an item that was not correct or broken, then Grown Depot will gladly cover your shipping costs when returning the item. If the item is from a third party vendor you must consult with their support team on the return policies.

    • How do I contact you?

      We try to make it super easy to get a hold of us. If it’s a question about your order, you can fill out our contact us form, email us at support@thegrowndepot.com. If you have questions about an item please reach out and customer support will be with you in 24 to 48 hours.

    • Can I change my order after I’ve made my purchase?

      Yes, but only before it is packed and shipped. If you need to make a change to your order, contact Grown Depot Support immediately by email or web chat. Once your order is packed and shipped, it cannot be changed.

    • What if I do not like my item(s) and want to return the items for an exchange?

      No problem. Contact Grown Depot Support by email or web chat to set up an exchange. We will issue an RMA number and request that you send the item(s) back. If the item you’d like instead is of a greater value, then you will be prompted to pay the difference. If it’s of a lesser value, we’ll issue a refund via store credit called “ Depot Cash”.

    • How long does it take for a refund to be returned to my account?

      Refunds should appear in your account in 1-3 business days. This mostly depends on your banks policy and the time may vary.