At GrenvilleStation.com we take great care in packaging all of our baskets to ensure that they arrive in excellent condition. Because we can not personally hand deliver all of the baskets ourselves, please report any damaged shipments to us within 48 hours of receipt.
We will make every effort to replace any damaged items reported within this time frame. While your satisfaction is very important to us, we can not be responsible for any damage that is not reported within this time. Please be sure to keep all damaged packaging as it may be requested by the carrier.
Please phone us at 905-257-1188 or 888-510-7467 for a Return Authorization Number during regular business hours (Monday to Friday, 9:00 5:00 EST). All merchandise authorized for return by Grenville Station must be returned in the original carton. No credit or replacement will be issued until the returned merchandise has been received and inspected by our staff.
We take pride in our customer service at Grenville Station and this includes not only the quality of our products, but also the speed of our service and shipping. Keeping this in mind, we require that any cancellations be made within 12 hours of order confirmation. Any order not cancelled within 12 hours will be subject to a non-refundable handling fee and service charge equal to 20% of the total order. The buyer will also be responsible for the shipping charges on any order that has actually been shipped prior to cancellation, as well as any return shipping costs. Shipping charges are non-refundable.
The 12 hour cancellation window does not apply to orders where same-day shipping has been requested. In the case of a same-day shipping request, all orders must be cancelled within 3 hours of order confirmation or be subject to the same refund/replacement restrictions as outlined above.
Any custom order of multiple baskets will have the same 12 hour cancellation window; however the customer forfeits a 50% non-refundable fee to cover the cost of supplies and labour.
All cancelled orders placed with a credit card that has already been processed will be subject to a $6.00 cancellation fee.
Quality is of utmost importance to us. If your gift arrives damaged in any way we will either replace it or refund your purchase. Please see our Return Policy above for more information regarding replacement products.
If we make a mistake with your order we will fix it, plain and simple. If the item received is not what was ordered we will replace it or refund your purchase. Please see our Substitution Policy below for more information.
Our production staff makes every attempt to ensure that the gift that is received matches the gift pictured and described as closely as possible. Due to seasonal availability product substitution may be necessary from time to time to ensure your gift is delivered in a timely manner. The utmost care will be taken to ensure that any substitutions made are for products of equal or greater value and quality.
All substitutions will be made according to our discretion and the client will not be notified unless the resulting overall design is drastically different from what is represented on our web site.