Questions & Answers
Shopping Information
Delivery charges for orders from the Online Shop?
Some of our products require additional shipping and handling charges due to their size or weight, expedited shipping options, and orders shipped to Alaska and Hawaii. These charges will be noted on the product page and at checkout.
How long will delivery take?
Please allow two to seven business days from the date of shipment for your order to arrive (unless otherwise noted). We try to group all of your orders together so that you receive a single package, though sometimes your orders may arrive in separate packages. For estimates of shipping times, refer to the product page, or check your order confirmation email. Please note that shipping times are approximated from the time your purchase leaves our warehouse.
Most items are available to ship in one to two business days from order date unless otherwise noted. We process, ship, and deliver packages seven days per week (location and carrier restrictions apply). Not all items qualify for expedited shipping. Expedited shipping must comply with address requirements of the carrier.
What exactly happens after ordering?
We will keep you updated on your order status via email. You can also check the status of your order anytime in Orders tab of Your Account. (Just select the Track button from the Order Details page. (The tracking page will give you the most up-to-date information.)
Where can I view my sales receipt?
Whenever you record a payment for an invoice, a payment receipt is automatically generated. While recording a payment manually, open the desired invoice to view a payment receipt:
Log in to your Shop West Grove (SWG) account.
Click on Invoices and select on the desired invoice.
Scroll to the bottom of the invoice.
Click on the number under the Payment # column in the Payments Received section.
The payment receipt for this invoice will open up in the screen that follows.
How do I add a gift receipt to an order?
To send a gift receipt to a gift recipient, perform the following:
Send the gift receipt during checkout.
While placing the order, select the ""This order contains a gift"" checkbox.
Select Proceed to checkout.
On the Choose gift options page, select This item is a gift and Email recipient a digital copy of their gift receipt after the gift is delivered.
Enter the recipient's email address.
How long do I have to return an order
Returnable items can be returned within 30 days of receiving the shipment. Returns must be completed by mail. When shipping a return by mail, please follow these guidelines:
Items must be returned in their original condition, with original packaging with all tags attached. Item packaging may include hangers, plastic wrap, boxes, warranty cards, accessories, and dust bags.
Each item must be returned to a specific location. Please ensure only the items listed on your return label are included in the return package. Do not include other items.
Payment Information
How is the recipient reimbursed?
Shop West Grove will begin processing your return as soon as it is delivered to our warehouse. You will receive an email letting you know that we’ve received your return.
Once accepted and processed, you will see your Shop West Grove merchandise credit appear on your Shop West Grove account within 3-5 business days. If you opted for a refund to the original form of payment (less $9.99 return shipping fee), you will see your refund within 10 business days, depending on your financial institution.
Where we issue a refund and subsequently determine in our discretion that your return did not comply with our return policy and/or was the result of fraud, we reserve the right to recharge your payment method on file for the merchandise.
Can I be reimbursed through the original payment method?
If you opted for a refund to the original form of payment (less $9.99 return shipping fee), you will see your refund within 10 business days, depending on your financial institution.
Can the country receiving the shipment be different than the country of purchase?
Shop West Grove only ships to domestic locations.
How can I return an item?
When shipping a return by mail, please follow these guidelines:
Items must be returned in their original condition, with original packaging with all tags attached. Item packaging may include hangers, plastic wrap, boxes, warranty cards, accessories, and dust bags.
Each item must be returned to a specific location. Please ensure only the items listed on your return label are included in the return package. Do not include other items. If you received an item from shopwestgrove.com as a gift, and are dissatisfied, you may return the item for Merchandise Credit. Please have your gift receipt or pack slip ready, which lists your order number or shipment ID.
Will I receive the same product that I see in the picture?
Depending on the color choice, size, etc., you will be able to receive the item being pictured. Any other miscellaneous items featured within the promotional photos, is not up for sale.
Will you restock items indicated as “out of stock?”
At this time, Shop West Grove WILL NOT restock any OUT OF STOCK(S) items.
DISCLAIMER:
While we’ll do all we can to ensure your order is delivered on time, Shop West Grove(SWG) is not responsible for shipping delays caused by circumstances outside of our control. Offer only applies for items indicated. Offer does not apply to shipments to PO boxes, A.P.O. and F.P.O. addresses, or international orders. Over sized items, expedited options, and orders shipped to Alaska and Hawaii do not qualify and will have additional charges as noted at checkout. If you purchase several items, they may ship separately and at different times. To expedite your order, items that ship from the same location will be grouped together. We’ll send you a shipping-confirmation email when all or part of your order has been shipped.
