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 1–2 business days of order confirmation.
- On-demand sourced items
- 3–7 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 | 3–5 business days | Available for most domestic orders under the freight threshold. |
| Express | 1–2 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.
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 restocking fee. Used, installed, or operated equipment cannot be returned — it is covered by the manufacturer’s warranty, with replacement parts and repair service available as an alternative. All returns require a Grimaldi-issued RMA number; do not ship items back without one, as unauthorized returns may be refused at the warehouse.
Return eligibility
- Brand-new, unused
- Eligible for return within 30 days of confirmed delivery, subject to a restocking fee. Items must be unused, uninstalled, and returned in original, undamaged manufacturer packaging with all seals, manuals, and accessories intact.
- Used or installed
- Not eligible for return or refund. Once equipment has been put into service — mounted, wired, fuelled, or otherwise used beyond inspection — coverage is limited to the applicable manufacturer warranty.
- 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
- 01
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.
- 02
Pack and label the shipment
Pack items in their original manufacturer 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.
- 03
Inspection and refund
Once the warehouse receives and inspects the return, the order record is updated and a refund — less any applicable restocking fee — is issued to the original payment method. Allow 5–10 business days from receipt for it to appear on your statement.
Restocking fees
- Stocked catalog items
- A 15% 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.
Used equipment & warranty
- What's covered
- Used and installed equipment is covered by the manufacturer's warranty for its stated term. This warranty replaces — it does not extend — return eligibility once an item has been put into service.
- How to file a claim
- Contact support with your order number, the affected SKU, the unit serial number, and a description of the fault. Grimaldi opens the claim and coordinates inspection, repair, or replacement under the manufacturer's terms.
- Turnaround
- Resolution timelines are set by the manufacturer. We track open claims, escalate when they stall, and keep your account updated through to completion.
Parts & service
- Replacement parts
- Wear parts, components, and accessories are available for most catalog equipment. Send us your model and serial number and we'll identify the correct part.
- Repair & service
- In- and out-of-warranty repair is available through Grimaldi and authorized service centers. Request an assessment before returning any equipment.
- 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 equipment — covered by manufacturer warranty only
- 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.
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 – Friday, 7:00 AM – 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.