Help Center

Shipping, returns, and support.

Operational details for your orders, from checkout through delivery and back.

Section 01 · Shipping

Shipping

Rates and methods are calculated at checkout based on your destination, item weight, and freight classification. All transit times are estimates from confirmed dispatch, not from order placement.

Lead times

In-stock items: Ship within 1 to 2 business days of order confirmation.
On-demand sourced items: 3 to 7 business days before dispatch. Availability is confirmed at order placement.
Custom or configured items: Lead time provided at the time of quotation. These items are non-cancellable once production begins.

Shipping methods

Method	Est. transit	Notes
Standard ground	3 to 5 business days	Available for most domestic orders under the freight threshold.
Express	1 to 2 business days	Available at checkout where carrier coverage applies.
Freight	Carrier-coordinated	Required for heavy, oversize, or hazmat-classified items. Final rate confirmed before dispatch.

Cross-border and international orders

When your ship-to address differs from your account’s registered country, checkout applies cross-border handling automatically. Duties, import taxes, and customs fees are the buyer’s responsibility and are not included in the order total unless a Delivered Duty Paid arrangement is in place with your account. Pricing and display currency are locked at the time of order placement.

Paying for your order

Ways to pay: Credit and debit cards through our payment processor, Stripe, including Apple Pay and Google Pay on supported devices. Signed in customers can also choose to pay another way, such as Interac e-Transfer, or pay when they collect an order in Surrey. Approved trade accounts can pay on credit terms.
Credit card fee: We may add a fee of up to 2.4% when you pay with a credit card. When it applies, it is shown as its own line, with its rate, before you pay. It never applies to debit or prepaid cards or to other payment methods, and it is not charged on orders billed or shipped to Quebec. If a debit or prepaid card is charged the fee, we refund it automatically.
Currency: All charges are made in Canadian dollars (CAD). Amounts shown in US dollars are estimates for convenience; your card issuer converts the charge at its own rate.

Tracking

Tracking numbers are attached to your order record once the carrier scans the shipment. Find them on the order detail page in your account portal. For freight shipments, the carrier name and PRO number are noted in the order once coordinated.

Section 02 · Returns & Refunds

Returns & Refunds

Grimaldi accepts returns on brand-new, unused product in resalable condition within 30 days of delivery, subject to a 25% restocking fee. Product that has been used or installed cannot be returned for a refund, but it is covered by the Grimaldi Limited Warranty, and replacement parts are available. All returns require a Grimaldi-issued RMA number; do not ship items back without one, as unauthorized returns may be refused at the warehouse. None of this limits your rights under consumer protection law.

Return eligibility

Brand-new, unused: Eligible for return within 30 days of confirmed delivery, subject to a 25% restocking fee. Items must be unused, uninstalled, and returned in their original, undamaged packaging with all seals, manuals, and accessories intact.
Used or installed: Not eligible for return or refund. Once a product has been put into service (mounted, run, or otherwise used beyond inspection), it is covered by the Grimaldi Limited Warranty instead.
Defective on arrival: Report within 5 business days of delivery. Verified dead-on-arrival items are repaired, replaced, or refunded at no cost to you, including return freight.
Custom & special orders: Custom fabrications, configured items, and special-order stock are non-cancellable and non-returnable once production or procurement has begun.

How to start a return

Section 03 · Contact Support

Talk to customer support.

Our support team can see your full order, shipment, and return history. Have your order number and account name handy and we’ll find your details right away.

Support hours: Monday to Friday, 8:00 am to 6:00 pm PT. Closed on Canadian statutory holidays.
Response time: Most tickets acknowledged within 4 business hours. Urgent freight, compliance, or shipment issues are escalated immediately.
What to include: Your order number, account name, and a description of the issue. For returns, also include affected SKUs and quantities.

Request a return authorization

Reach out via the support beacon or the contact page with your order number, the SKUs and quantities involved, and the reason for the return. We'll confirm eligibility and issue a return authorization (RMA) number within one business day. For used equipment, we'll open a warranty claim or service request in its place.

Pack and label the shipment

Pack items in their original packaging with all manuals and accessories. Write the RMA number clearly on the outside of the box and ship to the returns address listed in your authorization. Return shipping is the buyer's responsibility unless the return is due to a Grimaldi error or a verified defect.

Inspection and refund

Once the warehouse receives and inspects the return, the order record is updated and a refund, less the 25% restocking fee where it applies, is issued to the original payment method. Allow 5 to 10 business days from receipt for it to appear on your statement.

Restocking fees

Stocked catalog items: A 25% restocking fee applies to approved returns of new, unused product in resalable condition.
Non-stocked & special order: A 25% restocking fee applies where a return is accepted at Grimaldi's discretion.
When it's waived: Restocking fees do not apply when the return results from a Grimaldi fulfillment error or a verified defect.

Grimaldi Limited Warranty

What's covered: Grimaldi products are covered against defects in materials and workmanship for three months from delivery. Cup wheels, pads and other abrasives and consumables are covered for manufacturing defects reported within five business days of delivery, before use. The full terms, including what is not covered, are on the Limited Warranty page.
How to file a claim: Contact support with your order number, the product name or SKU, a description of the fault, and photos. We assess the claim and, if it is covered, repair, replace or refund the product.
Turnaround: We tell you whether a claim is accepted within five business days of receiving what we need to assess it, and keep your order record updated until it is resolved.

Parts & service

Replacement parts: Wear parts, components, and accessories are available for most catalog products. Send us the product name or SKU and we'll identify the correct part.
Repair & service: Repair is available through Grimaldi for products under warranty, and on request for products outside it. Contact us for an assessment before returning anything.
Often the better option: For used or out-of-window equipment, a replacement part or a repair is usually faster and far less costly than replacing the whole unit.

Non-returnable items

Used, installed, or operated products (covered by the Grimaldi Limited Warranty instead)
Custom fabrications, special-order configurations, and made-to-order stock
Hazardous materials and regulated items
Items returned without original packaging, manuals, or accessories
Tooling and consumables once packaging seals are broken
Items marked non-returnable at the time of purchase
Orders where the 30-day return window has passed

Refund details

Refund method: Issued to the original payment method once the warehouse receives and inspects the return. Store credit is issued only on request.
Restocking fee: Deducted from the refund per the schedule above, unless the return is the result of a Grimaldi error or a verified defect.
Shipping charges: Original and return shipping are non-refundable unless the return is the result of a Grimaldi packing or fulfillment error.
Exchanges: Grimaldi does not process direct exchanges. Submit a return for the original item and place a new order for the replacement.
Partial orders: If only part of an order is returned, the refund reflects only the returned items. Applied discounts and tier pricing are re-evaluated proportionally.