Frequently Asked Questions
We have put together a comprehensive list of frequently asked questions about payment options, order procedures, shipping options, warranty and returns and our products. If your question is not listed, please feel free to contact us directly. We’re always happy to help!
What do you have a question about?
What types of payment do you accept?
We currently accept MasterCard, Visa, and PayPal.
How do I place an order?
Found an item you want? Great! Simply select the quantity, size and colour and hit the “Add to cart” button. When you’re ready to check out, go to the top right corner of your screen and click on the shopping cart symbol. Make sure that you have the correct products and quantities in your bag and click the “Proceed to Checkout” button to continue. We will take you to a protected server where you will enter and confirm your billing, shipping and payment information.
Do I reserve an item by placing it in the shopping cart?
No, placing an item into your shopping bag does not reserve it. We do our best to maintain accurate inventory records but the item is not guaranteed until you checkout your order. This is because the item could sell out if other customers place additional orders for the product before you check out.
Do you add tax to my order?
Yes, GROSCHE is required by law to charge applicable sales tax in Canada. Tax is based on the destination of your order and nature of the product and will be calculated at time of checkout. There is no tax on teas or coffees.
For U.S. customers, since we are a Canadian exporter, there is no sales tax on any products shipped by us from Canada to you in the USA.
How can I check my order status?
You can login to your account to check your order status or you can refer to your shipping confirmation email.
I can’t log in to my account! What do I do?
Double-check to make sure you’re using the right email address and password. You might have registered with a different email address
Try to type not copy/paste your email address and password. Sometimes copy/paste adds an extra space to a word that you aren’t able to see.
If you forgot your password, use the FORGOT PASSWORD link on the login page. You will receive an email with instructions.
If you still can’t log in, please contact us directly and we’ll take a look!
I can’t see my order on the order status page. What do I do?
If your order doesn’t show up on the status page, don’t hesitate to contact us directly.
How can I change or cancel my order?
If you need assistance with a recent order, you’re always welcome to contact us directly.
I don’t want to order on the internet, can I order by phone?
Yes you can! Simply call us at 519-618-9022 during normal business hours and we will be happy to take your order. We accept Visa and MasterCard for phone orders.
How much does shipping cost?
We offer free standard shipping to Canada and the United States when you spend $25 and a flat rate price of $10 for orders less than $25.
Can I ship my order using multiple shipping methods in the same order?
Unfortunately, we do not offer this option. You would need to place separate orders if you wish to ship items using multiple shipping methods.
Are there any customs or duties in shipping to the USA from Canada?
Since we are shipping from Canada, there are no customs charges or duties to the USA. All items are duty paid by us. So you can shop like you’re buying from a neighborhood local store with no customs or import charges, processing fees, or duties to worry about!
How long will it take for my order to arrive?
We ship orders Monday through Friday, excluding Canadian and US holidays. The shipping services we use are:
Canada: Canada Post Expedited Parcel, or UPS ground network. Transit time 1-7 business days.
ON 1-3 business days
QC, MB, SK 3-5 business days
BC, YT,NT,NU,NB,PE,NS, 5-7 business days.
United States: UPS ground or Air, or expedited. Transit time 2-7 business days from our various warehouses.
We do our best to ship most orders within 1 working day receiving it. During the busiest holiday times it can be up to 3 business days to process all orders. We will mark your order as shipped as soon as its out the door.
For fresh roasted coffee and loose leaf teas, they are packaged when you order (for maximum freshness), so for those please add 1-3 days processing time so we can get you the freshest possible coffee and tea to enjoy! You don’t want old stale packaged coffee or tea now, do you?
Can I choose the carrier for my shipment?
We use a variety of carriers to ship your order including Canada Post, US Post, or UPS and Fedex. Depending on your shipping address and size of the order, and availability of inventory at our warehouse closest to you, we select the best carrier to ship your order timely and efficiently. Once your order ships, the details will be provided in your shipment confirmation email. All orders in the USA and Canada over $50 in value (before taxes) always ship free.
Where do you ship from?
We ship from our warehouse in Cambridge, ON, Canada, as well as our warehouse in Buffalo, NY, United States, and other affiliate warehouses in Indianapolis and California. Our systems will select the best shipping location for you depending on where we have the right stock in place for your order, to get it to you as soon as we possibly can.
One of my products arrived broken – what should I do?
Whoops! Let us fix that. Simply contact us within 7 days of delivery and we will be happy to help you with a replacement product.
WARRANTY & RETURNS FAQ:
What is GROSCHE’s warranty policy?
We have a standard one-year warranty on any manufacturing defects. The warranty does not cover breakage of glass due to use or mishandling.
We also offer a lifetime warranty against clouding of our borosilicate glass products. If you have any other questions or concerns please feel free to contact us! We will do our best to make sure you’re happy with our products and with our service. We love to hear from our customers, so don’t hesitate to email or call!
What if I don’t like what I bought?
We’ll take care of you. We stand behind our products 100%. If you don’t like it, simply contact us to let us know if you would like an exchange or refund, and we will give you the return address to ship it to. We want you to be happy, and if you’re not happy, neither are we.
What if I accidentally broke a part of what I bought? Do you have spares?
Yes! We carry spare parts for almost all of our products, subject to stock availability. Please contact us with what you need nd we will be happy to help you get your coffee and tea gear back in action.
How much do returns cost?
We offer free returns from Canada and the United States for orders over $50. There is no restocking fee for approved returns. Please contact us before sending any products back so we can be on the lookout for it and credit your order as soon as we get it.
What are the conditions for returning a product?
If you have the original packaging or manuals, do pack it all together. If not, just find a suitable cardboard box, put enough bubble wrap or paper fill to protect it for the trip back to us. Easy-peasey.
How does the return process work?
Please always contact us before sending your product back so that we are aware of the shipment and can let you know how everything works.
Where do you design and produce your products?
We design all our products in our design studio in Canada. We then work with our glass studios in Asia including Taiwan and China to manufacture them for us under our specifications.
The glass beakers for our premium French presses are manufactured in Germany by SCHOTT, one of the best glass makers in the world. We ship them to our production facilities in Asia for final assembly.
Are GROSCHE products BPA-free?
Yes, all GROSCHE products are BPA-free and lead-free. We would not want that gunk in our food strain, so we design all our products to be free from it.
What sort of glass does GROSCHE use for its glass products?
We use borosilicate glass for almost all our glass products. It’s favoured for its resistance to heat and thermal shock, making it the safest material available for teapots and coffee makers. Our borosilicate glass will never cloud or stain from use and is dishwasher-safe. A few of our other glass products have lead free soda glass.
I lost my manual! Can you send me a new one?
Even better: You can find digital versions at our Support page that you can download right away.
Do you have replacement infusers, lids, or other parts?
Yes, we sell replacement beakers, infusers and lids. If you can’t find what you’re looking on our replacement part page, feel free to contact us directly and we will be happy to help you out.
Can I use my GROSCHE teapot on a stovetop?
While borosilicate glass is indeed heatproof, we do not recommend using our teapots of french presses on the stovetop. Sometimes the hot teapots when placed on cold or wet surfaces can crack from extreme thermal shock. So its best not to risk it and not place our glass products on the stove.
How should I clean my GROSCHE product?
Although borosilicate glass is dishwasher-safe, sometimes other items in the dishwasher can knock into and damage glass items. To avoid this, we recommend gently hand washing the items after use.
Always towel dry all metal items immediately. They are not intended for wet conditions.
Are GROSCHE products recyclable?
We do our best to produce products that can be recycled at their end of life in municipal recycling streams. However, if you have a product that cannot be accepted at the end of its life, please contact us to send us the product and we will be happy to recycle it through our facilities segregated recycling program at its end of life. We offer full takeback at end of life for all our products and will separate and recycle all parts as appropriate.
Do you sell refurbished products?
We take products back that are new and unused, or unwanted gifts, or have minor packaging blemishes. From time to time we sell them as refurbished products at discounted price. This process helps to extend the product’s lives and keep waste out of landfills. Moreover, usable materials can benefit other users. All these products come with the same warranty as new products.