Frequently Asked Questions
Shipping
Shipping Options
All items ordered before 10:30am EST will be sent the same business day. Items ordered after 10:30am EST will be sent on the following business day. Orders placed after 10:30am EST on Friday will be sent on the following Monday.
If you experience any issues with your delivery, please contact us at customerservice@gruv.ca
How will I know when my order has been sent?
As soon as your order is sent from our warehouse you will be sent an email to confirm that it's on its way.
Once my order has been shipped when will I receive it?
Depending on your method of shipping, your timing will vary.
Standard Shipping - you will receive your order in 3-10 days.
The timeliness of service to destinations currently not reachable by standard shipping include Northwest Territories, Nunavut, and Yukon may be affected by the limited availability of transportation. Due to the variability of transportation, Package Services may take up to two to five weeks to reach the Northwest Territories, Nunavut, and Yukon
Do you charge for shipping?
Free standard shipping is eligible on all orders over $100 before tax, excluding oversized items. Items excluded from free shipping will be marked as so.
Free standard shipping is only available for areas where standard shipping is available, areas currently not reachable by standard shipping include Northwest Territories, Nunavut, and Yukon.
Shipping costs will be calculated based on customer location and will be presented before checkout.
What do I do if I have not received my order?
If your order does not arrive within 14 business days, please contact us so that we can investigate with the shipping company.
One of the items is missing from my order. What do I do?
Sometimes items that are ordered on the same day may arrive with you on different days. We will send you an email to let you know when each item is on its way.
Which countries do you deliver to?
We deliver to all Canadian Provinces.
How can I contact Customer Service?
You can contact us at customerservice@gruv.ca
Orders
How will I know when my order has shipped?
You will receive an email from GRUV.CA to confirm that your item has been sent.
Can I change the delivery address on my order?
Once an order has been placed, we are unable to change the delivery address.
How do I cancel or make a change to my order?
Orders cannot be changed once you have clicked 'Place Order'. If you would like to cancel your order, please contact us at customerservice@gruv.ca or through the 'Contact Us Form' along with your order number and we will attempt to have the order removed from our system. Please note that this may not always be possible due to processing times and our commitment to timely deliveries from our warehouse.
The right to change your mind.
We have all done it, ordered something and realized later it is no longer required. You have 14 days to change your mind, which starts the day after you receive your order.
Payment
How can I pay for my order?
We accept Visa, Mastercard, Discover, and American Express credit cards - as well as PayPal. All items must be paid for prior to shipping. We are unable to take an order and hold it pending payment.
When will payment be taken for my order?
Payment will be taken when you place your order.
When will the payment be taken for my pre-order?
If you have pre-ordered an item using a payment card, we will take payment when the item has shipped. PayPal payments are taken at the time of placing the pre-order.
Do you price match or offer price adjustments?
No, we do not offer price matching or price adjustments for any products sold on GRUV.CA.
Returns
Here at GRUV.CA we want you to be 100% happy with your purchase, and we'll do everything we can to make sure you are. If you would like to return a product to us, please email us directly at customerservice@gruv.ca
I have received my item, but now I want to return it?
If you are unhappy with your purchase, you can return it to us within 14 days of the item being received by you for a full refund. Please note that DVDs, Blu-rays, and 4Ks that have been opened or have had their shrink-wrap removed are not eligible for return.
I have received an item that I didn’t order.
Apologies, our mistake! You can return the item to us within 14 days upon receiving it for a full refund.
I have received my item but it's damaged or faulty. What should I do?
If your item has arrived damaged or is faulty, we will make this right as soon as possible, either by sending a replacement item to you or refunding your account. If we ask for the item to be returned to us, then GRUV.CA will pay for the cost of the return via a pre-paid label.
How do I return an item?
To arrange a return please contact us at customerservice@gruv.ca and we will be more than happy to arrange this for you. All you need to tell us is which item you wish to return and the reason why. We will then issue you with the Returns address, specific to that item, along with your unique Returns Authorization (RA) number.
When will I receive my refund/replacement?
We will process your refund / replacement as soon as your item is received back into our warehouse. Replacements are subject to availability and, if the replacement is not available, a refund will be given instead.