FAQ

We currently accept MasterCard, Visa, and PayPal. 

Unfortunately at this time, we are unable to accept American Express, CashApp or Discover as a payment type.

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.

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. This is because the item could sell out if other customers place additional orders for the product before you check out.

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 the 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.

For International orders, there are no applicable taxes.

You can login to your account to check your order status or you can refer to your shipping confirmation email.

If you have not received your shipping confirmation email please double check your spam/junk folder as occasionally the email may end up there. If you are still not able to locate your confirmation email please feel free to contact us at support@grosche.ca.

Double-check to make sure you’re using the right email address and password. You might have registered with a different email address (and check for errors within the entered 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 this  will affect your password. 

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!

If your order doesn’t show up on the status page, don’t hesitate to contact us directly.

If you need assistance with a recent order, you’re always welcome to contact us directly.

Please note: all etching orders are final sale.

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.

Whoops! Let us fix that.

Simply contact us within 7 days of delivery and we will be happy to help you receive the originally ordered item.

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! 

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 a return shipping label to ship the item back to us. We want you to be happy, and if you’re not happy, neither are we.

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!

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 a return shipping label to ship the item back to us. We want you to be happy, and if you’re not happy, neither are we.

Yes!

We carry spare parts for almost all of our products, subject to stock availability. Please contact us with what you need and we will be happy to help you get your coffee and tea gear back in action.

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 receive it.

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!

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.

Please note as a B Corp, we audit all of our factories for social and environmental compliance ourselves and also require third-party external verification and monitoring to our social and environmental standards. This is especially important as we are a certified B-Corporation. B-Corps are held to the highest standard for social and environmental standards.

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.

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.

We do have a few of our other glass products which are made from lead free soda glass.

Yes, we sell replacement beakers, infusers and lids. If you can’t find what you’re looking for on our replacement part page, feel free to contact us directly and we will be happy to help you out.

You are not able to use a GROSCHE teapot on a stovetop. 

While borosilicate glass is indeed heatproof, we do not recommend using our teapots or 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.

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.

More information regarding best cleaning practices can be found on product specific pages.

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 facility’s 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.

To help reduce our footprint, we do take products back that are new and unused, or unwanted gifts, or have packaging blemishes or just open box. 

From time to time we sell the unused products with missing packaging as open-box products at a discounted price. This process helps to extend the product’s life and keep waste out of landfills. Moreover, usable materials can benefit other users. All these products come with the same warranty as new products.

We offer a wide variety of products to personalize up to 18 characters on (Including spaces).

PLEASE NOTE
Anything inappropriate, offensive or potentially offensive will not appear on our products. Additionally, we respect the intellectual property rights of others and ask that you do the same. All text is reviewed upon submission and if the order infringes on any copyright or trademarks, your order will also be cancelled and refunded.