Online/In-Store Returns and Shipping Policy

Online Orders - RETURNS

• Returns or Exchanges are only accepted within 7 days of delivery. No exceptions.*
• Returns will only be accepted if item is in new condition with original tags and packaging. Return will be denied otherwise.*
• Customer is responsible for all or any return shipping charges which will be deducted from store credit refund.*
• Only store credit will be provided on all returns. No refunds are given, no exceptions. The store credit does not expire and has no restrictions.*
• *Please allow 2-3 business days for returns/exchanges to be processed once we receive it in our warehouse.*
• We are NOT responsible for lost, stolen or damaged items during shipment, we asked that you file a claim through the shipping carrier. 
• Please note that backpacks, purses, wallets, figures, and pins will sometimes have some irregularities such as dips, stitching, or small ink spots. These are not consider defects or flaws and do not qualify for a return or exchange.
• All over print items will have different placements on each product, we do not offer return or exchanges based on specific placements nor can we guarantee you a specific placement. 
• Our team will do our best to inspect every item before shipment for major flaws such as rips, tears, unravel stitching, or missing paint.
• SALE and MYSTERY BOX items are FINAL SALE and cannot be returned or exchanged.
• Returning/Exchanging an online order in-store: You must email us first about your return/exchange to confirm an in-store return or exchange. We may not have the item available in store so please contact us first!
• We want to ensure all of our customers are happy so please do not hesitate to contact us at customerservice@grottotreasures.com and we will do our best to provide a solution. 

Online Orders - SHIPPING

• FREE SHIPPING FOR ORDERS WITHIN THE US WITH A SUBTOTAL OF $100!*
• In stock orders ship within 1-2 business days (Weekends excluded). If there is any delay on shipping, you'll be notified through email immediately. 
• An email with a tracking number will be sent out once item has shipped.
• If your package is lost, stolen or damaged please file a claim through the shipping company. 
• Your entire order will be shipped out all at once. If some items on your order are not in stock, we will hold off shipping until your entire order becomes in stock. For fastest delivery, please place separate orders. 
• In stock orders start processing right away so we can not cancel or change an order once submitted. Please make sure all your billing and shipping information is correct before placing any orders.
• Please expect delays at this time due to the current global shipping crisis going on.
• Shipping is only available within the US.
• For all online orders inquires, please email us at customerserivce@grottotreasures.com. Please do not call the store asking about your online order, they may not have access to that information.

Online Orders - IN-STORE PICKUPS

• You can purchase online and pick up in store to save on shipping. 
• Once an order is placed, please allow at least 1 hour for order to be ready for pick up. We will send you an email once it's ready for pick up.
• Please wait for your ready to pick email confirmation before heading to the store. 
• Show the cashier your order confirmation email to confirm pick up. The original email confirmation is required to pick up order.

In-Store Purchases - Returns/Exchanges

• CASHLESS PAYMENTS - CREDIT/DEBIT CARDS or APPLE PAY ONLY
• All in-store purchases are final sale. There are no returns or exchanges in store.

In-Store Policies

• Discount and reward codes can be applied to in-store transactions. Please present your code to the cashier so it can be applied to your transaction.
• Only 1 discount/reward pre-transaction. You can only use one or the other and they cannot be stacked with any sale promotions going on at the time. 
• You can place a pre-order in store if the item is still available for pre-order.
• Unfortunately due to the limited availability of items, we cannot hold any items in-store.