SHOPPING
The item I want is out of stock, when will it be back?
We’re so sorry about that! Due to the impacts of logistics and supply issues caused by the pandemic, it is difficult to maintain a healthy supply of our core lines. We constantly are always restocking our products based on availabilities and we try to keep our quantities as up to date as possible.
You can be first to know when a specific item is back in stock by signing up to our mailing list, or
Send us a message via Facebook or Instagram.
How do I use a discount/promo code?
On the second screen in the payment process, there is a box labelled ‘discount/promo code’. Type your code there and hit the APPLY CODE button to add the discount to your order. Double check that the code has been applied to your order, if it hasn’t been applied, please re enter the code and double check it’s right and check that the code hasn’t expired yet.
Can I cancel, edit or update my order?
We’re generally quick at processing and packing your order to make sure you receive it ASAP. If you have not received an email stating your order has been shipped, quickly send us a message with your order number, we may be able to assist you! If you have received the shipped email, we unfortunately no longer have control over it. However...
Once you receive the order, you’re welcome to return it as long as it meets our returns criteria
Feel free to drop by our store and speak to one of the lovely staff members once you receive your delivery, we are always happy to help assist you the best we can.
SHIPPING AND DELIVERY
How much is shipping?
Eligible order over $100 will receive free delivery.
Delivery costs may vary depending on the size of your order, you will find the exact delivery cost at checkout before you place your order.
This only covers part of the cost we pay to ship your order. We do this so that we can maintain low prices on our items and offer this service.
How long will my order take to ship?
Once you’ve received your email confirmation please allow 3-7 business days for your order to be delivered.
Please note that due to the current pandemic, there may be delays to your order.
How can I track my order?
We will send you an email with all the tracking information once your order has been shipped.
REFUNDS, EXCHANGES AND RETURNS
What is your returns policy?
Here at Grandpa Chen's we always aim to provide our customers with quality goods and services at all times. If you received an item and believe it to be faulty please contact us so we can inspect it, help you to replace or refund the product if it has been proven faulty.
We understand that buying items online can be tricky and that products may seem different in person than online. That’s why if you are unhappy with a product you received we will offer you a full refund or exchange. The following conditions must be met
Can I come in store to return/exchange an item I bought online?
Yes of course! However the following conditions must be met: