Effective Jan 1, 2021
The policy on this page only applies to Orders, Payments, Shipping, and Returns (replacement or refund) that were sold and shipped by this website, store.grovebags.com only. This does not apply to any orders, payments, shipping, and returns that the customers purchased from other online stores, brick & mortar stores, and online marketplaces that sell Grove Bags products.
1.1 How do I reach Customer Service?
There are several ways to find answers to questions that you may have. You may use our Live Chat to chat with our customer service team between 9am-5pm EST, or fill out the Contact Us form and a member of our customer service team will reach out to you shortly.
1.2 My order has not arrived
Please login to your online account, click on Orders to find the order status and tracking number. Please also check your email inbox or spam folder to find out if our customer service team has emailed you with your order status. Orders with multiple items may be shipped from different warehouses and arrive in different boxes on different dates.
1.3 Can I modify or cancel my order?
We can modify or cancel orders up until the point that they are shipped. Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we advise promptly contacting Customer Service with any chances or cancellations.
2.1 What payment methods do you accept?
All of our eCommerce transactions are processed through PayPal and can be paid for using any major credit card company (Visa, MasterCard, etc.). Please note that you are not required to set up a PayPal account to pay for ecommerce orders via PayPal.
2.2 If I return my order and request a refund, how soon will I get my money back?
If your return meets our requirements and qualifies for a refund, a member of our customer service team will process the refund back to your original payment method within 48 hours from the date we email you the notification of refund approval.
3.1 What is your order handling time?
Most orders will ship out within 24 hours of ordering. We process your order whenever it is received during the business weekday with the daily cut-off time at 2:00pm and ship out at 4:00pm on the same day. Orders received after 2:00pm will be processed and shipped out on the next business day. Orders placed on the weekend and select holidays are processed on the next business day. If we are unable to process your order due to inaccurate or incomplete payment information, your order processing may be delayed an additional two (2) business days. Orders with out of stock item(s) will be processed when the item(s) become in stock.
3.2 What kind of shipping options do you offer?
All of the orders from our webstore are shipped through FedEx. When selecting shipping options, customers are presented with expedited shipping methods, as well.
3.3 I think my package was lost or stolen, what should I do now?
Grove Bags is not responsible for lost or stolen packages. If you believe your package may have been lost or stolen, please contact our customer service team so we can assist you with contacting the shipping carrier.
3.4 Do you ship to countries other than the USA?
4.0 Returns, Replacement, Refund
4.1 Return & Refund.
Any defective product(s) may be returned for a replacement or refund within 30 days of purchase. If you would like to return your product for a refund, please email email@example.com with your order number, identification of product defect, and your request for a replacement or refund. In order to receive a full refund, the product must be defective as determined by Grove Bags.
4.2 Return & Replacement.
Any product purchased from our webstore may be exchanged, subject to a stocking fee, prior to use and within 30 days of purchase. Customers can simply email their order number, and the reason for the exchange to: firstname.lastname@example.org. Our Customer Service team will provide return shipping labels and arrange for the desired replacement products to be sent.
4.3 Received Incorrect Item
We are sorry for shipping you the incorrect item. Please contact our Customer Service team at email@example.com. Our Customer Service will provide further instructions on how to correct this mistake.
4.4 Order is Missing Items
Please contact our Customer Service Team at firstname.lastname@example.org with your order number and the missing items.
4.5 Build Your Own
Unfortunately, as a food grade facility, we cannot accept returns of Build Your Own packs purchased through our webstore.
5.0 Do I have to dry my product before using Grove Bags?
Yes. We recommend a 10-14 day dry. 10 days for looser buds and 14 for larger/dense buds. The dry room should be 60℉ and 60% RH. There should be an even air circulation without having direct air flow on drying buds or towards a wall. After the initial hang, buck the buds and place them into paper bags in order to sweat out all of the inner moisture to the surface. Once you complete the sweating process, you can begin to cure.
We understand there are many different climates, and that cultivators have developed their own proprietary drying techniques. For Grove Bags to work, the cannabis should be dried to at least a .45w water activity level or below to be confident that there should be no worry of microbial growth.
6.0 How should I seal my bags?
All of our bags are sealable with a heat seal. All Grove Bags films have a sealing temperature between 230℉ and 285℉, and they can be sealed with an impulse sealer, hair straightener, or household iron. A proper heat seal will retain up to 36% more terpenes than traditional methods. However, you DO NOT want to use a nitrogen sealer because it would flush all the air out of the bag and render the microclimate within inactive.
For down gauged products (Wickets and Liners), please put sealer to the lowest temperature. They should only need a 3 second dwell to seal properly.
How does heat sealing work?
- Fill your Grove Bag to the capacity printed on the lower right corner of your pouch.
- Gently squeeze excess air from your Grove Bag.
- Firmly pinch and slide your fingers across the zipper to securely close your Grove Bag.
7.0 Do I have to use humidity packs with Grove Bags?
No. Our multi-layer film technology promotes active humidity control, keeping your material at an active 58-62% humidity without the need for a humidity pack. However, if you choose to continue to use humidity packs, we recommend glucose-based packs that are FDA-approved.
8.0 How should I store my Grove Bags?
Store your Grove Bags in a cool, dark room preferably around 60℉. Cannabis respiration doubles with every 17℉ increase in storage temperature. This, in turn, increases the risk for moisture-related weight loss.
9.0 Can wicket bags be used for final dry and cure?
The Wicket Bags are used for a quality, consistent cure that removes the need to burp your product manually. For the best results in the curing process:
- During your dry, get your product down to a 10%-12% moisture content
- Toss your product in the wicket and put it in a room with good airflow (temperature in the 60℉ range is optimal)
- Set it and forget it!
- You should then use a TerpLoc pouch for long term storage
10.0 Do I have to burp wicket bags?
The Wicket Bag removes the need to manually burp and cure your product. This automation creates consistency of product across the board versus burping each bag separately. By removing the need to manually burp, wicket bags can reduce man-labor by up to 7-8 hours a day. With all of your product curing in wickets, you’re creating consistency of product across the board versus burping each bag separately.
11.0 What is the minimum order quantity for custom pouches?
Generally, our minimum order quantity is 10,000 units.