Livraison gratuite aux États-Unis pour les commandes de plus de 65 $

Politique d’expédition

SHIPPING LOCATIONS & PROCESSING

Our Facility: On The Grow operates from Royse City, Texas. Orders are processed at our facility and then transported to our authorized shipping partner in the Union Valley/Royse City area for carrier pickup.

We Ship To:

  • All 50 United States (including Alaska, Hawaii, and U.S. territories)
  • Canada

We do NOT currently ship to other international destinations. For custom international shipping quotes outside the U.S. and Canada, email info@onthegrow.net.

HANDLING & PROCESSING TIME

Order Processing:

  • Orders placed before 9:00 AM Central Time on business days (Monday-Friday) are typically processed and shipped the same business day
  • Orders placed after 9:00 AM Central Time will be processed the next business day
  • Orders placed Friday after 9:00 AM through Sunday will ship the following Monday
  • We do not process or ship orders on weekends or USPS/federal holidays

Processing vs. Shipping Time:

  • "Processing time" = time it takes us to prepare your order
  • "Shipping time" = time in transit with the carrier AFTER pickup
  • Total delivery time = Processing time + Shipping time

Peak Season Delays: During high-volume periods (holidays, promotions, product launches), processing times may be extended by 1-3 additional business days. We will communicate any significant delays via email.

SHIPPING CARRIERS & TRACKING

Carriers Used: We ship via USPS, UPS, FedEx, or other trusted carriers depending on package size, weight, destination, and service availability.

Tracking Numbers:

  • You will receive a tracking number via email once your order is processed
  • Tracking numbers are generated when we hand packages to our shipping partner for carrier pickup
  • IMPORTANT: Tracking may not show movement for 24-72 hours after you receive the number, as carriers must scan packages at their facilities before tracking activates
  • First scan typically occurs between 7:00 PM - 11:59 PM CST on the ship date, but may take up to 72 hours in some cases

Carrier Pickup Process: Once we process your order, packages are transported to our authorized shipping partner who scans them into the carrier system. The carriers (USPS, UPS, FedEx) then pick up packages from this location for delivery to customers.

TRANSFER OF OWNERSHIP & LIABILITY

Critical: When Liability Transfers to You

Once a package is scanned and accepted into the carrier's system, ownership and liability transfer from On The Grow to the customer. This means:

We are responsible for:

  • Accurate order fulfillment
  • Proper packaging
  • Getting your package to our shipping partner and into the carrier system

We are NOT responsible for:

  • Transit delays caused by the carrier
  • Lost packages after carrier acceptance
  • Misdelivered packages due to carrier error
  • Stolen packages from porches, mailboxes, or doorsteps (porch piracy)
  • Weather-related shipping delays
  • Carrier misrouting or logistical issues
  • Customs delays (international orders)
  • Address errors provided by the customer

What This Means: After carrier scan, any issues with delivery timing, location, or package condition in transit are between you and the shipping carrier. We will assist where we can, but the carrier is responsible for the package once it's in their possession.

DELIVERY TIMEFRAMES

Domestic U.S. (Contiguous 48 States):

  • Estimated delivery: 3-7 business days after shipment
  • Not guaranteed; carrier-dependent

Alaska, Hawaii, Puerto Rico, U.S. Territories:

  • Estimated delivery: 7-14 business days after shipment
  • These destinations require additional transit time as packages travel via air and/or sea
  • Delivery times are estimates only and not guaranteed
  • We are not responsible for delays caused by weather, customs processing, or carrier logistics to these locations
  • Note: Some carriers may treat these as "international" destinations, resulting in longer transit times

Canada:

  • Estimated delivery: 7-14 business days after shipment
  • Subject to customs clearance delays
  • Delivery times are estimates only and not guaranteed
  • See "Canada-Specific Terms" section below

Delivery Estimates Are Not Guarantees: All estimated delivery timeframes are provided by carriers and are not guaranteed by On The Grow. Actual delivery times may vary based on:

  • Carrier delays and routing
  • Weather conditions
  • Natural disasters
  • Holidays and peak shipping seasons
  • Customs processing (international orders)
  • Remote or rural delivery locations
  • Carrier capacity and service disruptions

We are not liable for any delays in delivery after the package is scanned by the carrier.

FREE SHIPPING (U.S. Only)

Qualification:

  • Free shipping on all U.S. orders over $65 (before tax)
  • Free shipping threshold has increased due to recent shipping carrier price increases.
  • Applies to standard ground shipping to the contiguous 48 states only
  • Alaska, Hawaii, Puerto Rico, and U.S. territories do NOT qualify for free shipping due to significantly higher carrier costs
  • Canada orders do NOT qualify for free shipping

Shipping Method: Free shipping orders are sent via our choice of carrier (USPS, UPS, or FedEx) based on package specifications and destination.

Free Shipping & Returns: If you return items from a free shipping order that are not defective or misrepresented:

  • The actual shipping cost we paid will be deducted from your refund
  • Return shipping costs will also be deducted
  • See our Return Policy for complete details

Threshold Update: Our free shipping threshold was increased from $50 to $60 to align with industry standards and maintain sustainable shipping practices as a small business.

SHIPPING COSTS

Standard U.S. Orders (Under $65): Calculated at checkout based on package weight, size, and destination.

Alaska, Hawaii, Puerto Rico, U.S. Territories:

  • Shipping costs are significantly higher due to air/sea transport requirements
  • Calculated at checkout based on actual carrier rates
  • Rates typically 2-4x higher than contiguous U.S. shipping
  • No free shipping available regardless of order size

Canada Orders:

  • Shipping fees calculated at checkout based on package weight and destination
  • 10% handling fee applied to all Canadian orders
  • See "Canada-Specific Terms" section below

CANADA-SPECIFIC TERMS

Shipping Fees:

  • Shipping costs vary based on package weight, size, and destination province
  • A 10% handling fee is applied to all Canadian orders to cover additional processing and paperwork

Customs, Duties & Taxes:

  • Customer Responsibility: You are responsible for ALL customs duties, taxes, brokerage fees, and import charges assessed by Canadian Border Services Agency (CBSA)
  • We have no control over these fees and cannot predict or estimate them
  • Customs fees are determined by CBSA based on product value, type, and destination province
  • These fees are NOT included in your order total and will be collected by the carrier upon delivery or billed separately

Customs Delays:

  • Packages must clear Canadian customs before delivery
  • Customs processing times vary and can take 1-14 days or longer
  • We are not responsible for customs delays or any associated storage fees
  • If customs requests additional information, you may be contacted directly by the carrier or CBSA

Refused or Abandoned Packages: If you refuse delivery due to customs fees, or if a package is abandoned at customs:

  • You are responsible for all return shipping costs
  • No refund will be issued until the package is returned to us
  • We will deduct return shipping costs and a 15% restocking fee from any refund
  • If the package is destroyed or abandoned by customs, no refund will be issued

Delivery Delays: Canadian deliveries take longer due to customs clearance. We are not responsible for delivery timing once the package enters Canada.

Address Accuracy: Ensure your Canadian address is complete and accurate, including postal code. Incorrectly addressed packages may be delayed, returned, or incur additional fees, which are your responsibility.

LOST, STOLEN, OR MISDELIVERED PACKAGES

Package Shows "Delivered" But You Didn't Receive It:

  1. Check all possible delivery locations:

    • Front porch, back porch, side doors
    • Mailbox, parcel lockers
    • With neighbors
    • Inside screen doors or secure areas
    • With building office/concierge (if applicable)

  2. Contact the carrier immediately:

    • USPS: 1-800-ASK-USPS or usps.com
    • UPS: 1-800-742-5877 or ups.com
    • FedEx: 1-800-463-3339 or fedex.com
    • Open a case and save the case/file number

  3. Contact us at info@onthegrow.net:

    • Include your order number
    • Include the carrier case/file number
    • We will assist in filing or supporting the carrier investigation

Our Policy on Lost/Stolen Packages: Once a package is scanned "delivered" by the carrier, we have fulfilled our obligation. However, we understand package theft (porch piracy) is a real issue, and we will:

  • Work with you to investigate with the carrier
  • File carrier claims when applicable
  • Consider replacement or refund on a case-by-case basis after carrier investigation concludes

We Cannot Be Responsible For:

  • Stolen packages from unsecured delivery locations
  • Packages misdelivered due to carrier error
  • Packages delivered to the address you provided (even if incorrect)

Prevention Tips:

  • Require signature confirmation for high-value orders
  • Use a secure delivery location
  • Sign up for carrier tracking alerts (UPS MyChoice, USPS Informed Delivery, FedEx Delivery Manager)
  • Install security cameras or request delivery to a workplace

DAMAGED PACKAGES

Reporting Requirements: If your package arrives visibly damaged:

  1. Take photos immediately:

    • Box exterior showing damage
    • Inside packaging showing damage
    • All damaged items
    • All packing materials

  2. Contact us within 72 hours of delivery:

    • Email info@onthegrow.net
    • Include order number and photos
    • Describe the damage

  3. Do not discard packaging:

    • Keep all boxes, packing materials, and damaged items
    • Carriers require these for claims investigation

Why 72 Hours Matters: Shipping carriers require damage claims to be filed within 3-5 days of delivery. Late reports may be denied by carriers, limiting our ability to replace or refund your order.

Our Response: After reviewing your photos and description, we will:

  • File a claim with the carrier if applicable
  • Issue a replacement or refund for damaged items
  • Provide instructions on whether items need to be returned

Not Considered Damage:

  • Minor cosmetic damage to outer shipping box that did not affect product
  • Products that arrived undamaged but failed to produce desired results
  • Products that functioned as described but did not meet expectations

ADDRESS CHANGES & CORRECTIONS

Before Shipment: If your order has not yet shipped, contact us immediately at info@onthegrow.net to request an address change. We will update it if possible.

After Shipment (Package In Transit): Once tracking is generated and the package is with the carrier:

  • We cannot change the delivery address
  • You must contact the carrier directly to request address correction:
    • UPS MyChoice: mychoice.ups.com
    • USPS Informed Delivery: informeddelivery.usps.com
    • FedEx Delivery Manager: www.fedex.com/delivery
  • Address changes are not guaranteed by carriers

Incorrect Address Provided by Customer: If you provide an incorrect, incomplete, or undeliverable address:

  • We are not responsible for failed delivery
  • If the package is returned to us, you will be responsible for:
    • Return shipping costs
    • New shipping costs to correct address
    • Possible 15% restocking fee (if applicable)
  • If the package is delivered to the address you provided (even if wrong), we have fulfilled our obligation

Address Verification: Please double-check your shipping address before completing your order. We ship to the address you provide at checkout.

WEATHER & CARRIER DELAYS

Weather-Related Delays: Severe weather (hurricanes, blizzards, flooding, ice storms) may delay shipments. We are not responsible for weather-related delays after carrier pickup.

Carrier Service Disruptions: Carriers may experience service disruptions due to:

  • Severe weather
  • Natural disasters
  • Labor disputes
  • Equipment failures
  • Peak season volume

We will communicate significant widespread delays when we become aware of them, but we have no control over carrier operations.

SIGNATURE REQUIREMENTS

Standard Shipments: Most orders do not require signature confirmation and will be left at the delivery address per carrier protocol.

High-Value Orders: We reserve the right to require signature confirmation on orders over a certain value to protect against theft and false claims.

Customer-Requested Signature: You may request signature confirmation at checkout (additional fees may apply depending on carrier).

RETURNS & REUSABLE PRODUCTS SHIPPING

Return Eligibility: Not all items are eligible for return. See our Return Policy for complete details.

Used Products: Due to sanitary and quality control reasons, we cannot accept returns on:

  • Reusable grow mediums that have been used for growing
  • Items exposed to water, moisture, or growing conditions
  • Opened or used products
  • Items without original packaging

Return Shipping:

  • Customer is responsible for return shipping costs unless item is defective or we made an error
  • Returns must be shipped to: 709 West Rusk Street, Ste B - 908, Rockwall, TX 75087
  • We recommend using tracked shipping methods
  • We are not responsible for items lost or damaged during return shipment

INTERNATIONAL SHIPPING SUSPENSION (Except Canada)

Current Status: We have temporarily suspended international shipping to countries outside the U.S. and Canada.

Reason: We've experienced recurring issues with international carriers miscalculating rates, often resulting in shipping costs exceeding the order value. As a small business, this is not sustainable.

Custom Quotes: If you are located outside the U.S. or Canada and wish to place an order, email info@onthegrow.net with:

  • Items you wish to purchase
  • Full shipping address with postal code
  • We will provide a custom shipping quote if available

We are actively working on better international shipping solutions and hope to resume service in the future.

UNDELIVERABLE PACKAGES & REFUSALS

Packages Returned as Undeliverable: If a package is returned to us as undeliverable due to:

  • Incorrect address provided by customer
  • Customer refusal of package
  • Failed delivery attempts (customer unavailable)
  • Customs refusal or abandonment (Canada)

You will be responsible for:

  • Original shipping costs
  • Return shipping costs
  • 15% restocking fee (if applicable)
  • New shipping costs if you want the package resent

Refund Timeline: Refunds for returned packages will be processed after we receive and inspect the returned items, minus applicable fees.

MISSING ITEMS OR ORDER ERRORS

Our Mistake: If we shipped the wrong item or your order is missing items due to our error:

  • Contact us immediately at info@onthegrow.net with order number and details
  • If confirmed, we will ship the correct/missing items at no charge
  • No restocking fees will apply

Important: "Missing items" means we failed to include something in your order. This is different from packages lost or stolen after delivery.

POLICY UPDATES

We reserve the right to update this Shipping Policy at any time to reflect changes in carrier services, shipping costs, or business operations.

Updated policies will be posted on our website with a "Last Updated" date. Continued use of our website and services constitutes acceptance of any changes.

TRADEMARK & AUTHORIZED SELLERS

On The Grow, LLC owns federal trademark registrations for "ON THE GROW" covering agricultural products and services (U.S. Reg. Nos. 97813467, 97811064, 90398972, 90159779, and others).

This Shipping Policy applies only to orders placed through:

  • www.onthegrow.net (our official website)
  • Our authorized Amazon storefront
  • Other retailers explicitly listed as authorized on our website

We are not responsible for shipping, delivery, or order fulfillment from unauthorized sellers using our trademarked name.

If you're unsure whether a seller is authorized, email info@onthegrow.net to verify before placing an order.

CONTACT US

Questions about shipping? Email: info@onthegrow.net

Business Address: On The Grow, LLC
709 West Rusk Street, Ste B - 908
Rockwall, TX 75087

Return Address: (Same as above)

KEY TAKEAWAYS FOR CUSTOMERS

  • We process orders quickly - same day for orders before 9 AM CT
  • Tracking may take 24-72 hours to activate - this is normal
  • We are not responsible after carrier scan - contact the carrier first for delivery issues
  • Alaska, Hawaii, territories, and Canada take longer - plan accordingly
  • Canada customers pay duties/taxes - these are separate from your order total
  • Double-check your address - we ship to the address you provide
  • Report damage within 72 hours - carrier claims require prompt reporting
  • Package theft is not covered - consider secure delivery options

This Shipping Policy is part of our Terms of Service and is incorporated by reference. By placing an order, you agree to these shipping terms.