Thank you for visiting and shopping at GroundLuxe. Following are the terms and conditions that constitute our Shipping Policy.
At GroundLuxe, we aim to provide you with closely estimated processing and delivery times. We strive to process orders promptly, but it’s important to remember that our team consists of individuals who work diligently with their hands and minds. Perfection is not within our reach.
How do I order?
When you find the product you would like to buy - simply press "Add to cart" and then "Check out." from there you will only have to enter the shipping information that is required and pay through Visa, Master Card, AMEX, PayPal, etc.
Shipping Cost
Orders totaling $49 or more (pre-tax, if applicable) ship for FREE. Orders totaling less than $48.99 ship for a flat rate of $8.99.
Handling, Transit, and Order Cut-off Time for the United States:
Handling time: 2-3 Days ( Monday – Friday )
Transit time: 3-5 Days ( Monday – Friday )
Order Cut-off Time: 05.00 PM (GMT-05:00) Eastern Standard Time (New York)
Do you ship internationally?
Currently, we are shipping to the USA only.
What if I’m not home when the courier arrives?
Don’t worry, the courier will leave your order in a secure location and email you a confirmation with a photo of where they left it. Amazon is our fulfillment partner so you will receive it the same way you receive other Amazon packages.
Can I change the delivery address after placing my order?
You can change your shipping address within 24 hours of placing your order by contacting our customer service team. Please note that changing your shipping address may affect the delivery cost and time depending on the new address.
What are the delivery options?
We ship via UPS, USPS and FedEx.
How can I track my order?
You can track your order in our Help Center here.
Damaged Packages in Transit
If at all possible, refuse the courier package and get in touch with our customer support if you find a damaged package during transit. Please get in touch with customer service to find out what to do if the package was delivered while you weren't around.
Every GroundLuxe order means a customer is taking steps to better health from the ground up. However, sometimes unforeseen incidents happen during shipping and delivery—and we want you to be protected.
That’s why we offer GroundLuxe Premium Shipping Protection (GPSP), so you can add an extra layer of safety to your item delivery. Claims for all damaged, lost, stolen, and return-to-sender packages must be reported within 10 business days from when the tracking info states “delivered” or from the last time the tracking was updated.
GPSP is automatically added to your cart during checkout, and you have the option to remove it by unchecking the box. If you remove GPSP from your order, we cannot guarantee compensation for lost, stolen, damaged, or return-to-sender packages.
Step 1: See below for what is covered under the GPSP policy.
Step 2: Please wait 3 business days after the tracking info said “delivered” to file a claim in case of a shipping error or delay.
Step 3: Email support@groundluxe.com to submit your GPSP claim within 10 business days of the date of delivery. If emailing, please use a subject line that clearly states your claim type (ex: LOST PACKAGE CLAIM, RETURN TO SENDER CLAIM, DAMAGED PACKAGE CLAIM, or STOLEN PACKAGE CLAIM). Include your name, order number, and details of your missing package in the message.
Note: Claims for all damaged, lost, stolen, or return to sender packages must be reported within 10 business days from when the shipping tracking number states “delivered” or from the last time the tracking was updated.
Please note, this policy is subject to change at GroundLuxe’s sole discretion. Please visit this page regularly for the latest version.
If your package was marked as delivered, but missing, please first take the following steps:
Lost Package Policy: If you listed the correct address for the package during the checkout process and it was mis-delivered, our shipping protection policy will cover a replacement order to be sent to you or a full refund (depending on product availability and GroundLuxe discretion, i.e., the customer cannot choose replacement vs. refund). If a replacement is issued, the replacement will be sent without GPSP in place, which means a replacement can happen only ONCE under this policy (i.e., if a package is stolen twice, we’re not going to keep feeding the thieves).
If the delivery service is unable to deliver a package due to unexpected delivery errors, your package may be returned to GroundLuxe. If this is the case, your tracking information will state that the package is on its way back to the sender.
Please take the following steps:
Return-to-Sender Policy: When we receive the package, we will send it back to you at no extra cost.
If your package appears to be damaged during transit (e.g. Ripped open, packaging tape on the outside), please take the following steps:
Damaged Package Policy: After you’ve completed the above steps, GPSP will replace any and all damaged item(s) depending on availability, or issue a store credit or refund at the discretion of GroundLuxe. If the damage is limited to the packaging and/or shipping box, and not to the product/items/goods inside the package, then your order is not eligible for a claim. GPSP only covers damage to the actual product/items inside the packaging.
If you have reason to believe your package was stolen, please take the following steps:
GroundLuxe reserves the sole discretion to determine whether a consumer violates the terms and conditions or otherwise poses an unacceptable risk of loss. In those cases, GroundLuxe may designate that order as an unprotected risk. Following proper notification of such designation, GroundLuxe may rescind GPSP from the order, and you will be refunded the price paid for premium shipping protection.
GroundLuxe reserves the sole discretion to determine if a claim qualifies under this plan.
GroundLuxe Contact Info
Phone: +1 877 705 6871
Email: support@groundluxe.com
Address: 131 Daniel Webster Hwy, Ste 305, Nashua, NH 03060, USA
