Shipping Information
We ship our products from Fort Lauderdale, Florida. Below is everything you need to know about how we handle shipping, delivery times, and what to do if something goes wrong.
Where We Ship
We ship to the United States, Canada, Europe, most of the Middle East, Asia, and Oceania. If you are unsure whether we ship to your country, contact us before placing your order.
Shipping Methods
Grenadier USA and Thorntek reserve the right to select the shipping method that best suits the product being shipped. Products vary significantly in size, weight, and fragility, and different destinations have different carrier options and transit times. We choose the method that we believe offers the best balance of cost, speed, and reliability for each shipment. If you have a specific carrier preference, contact us before ordering and we will do our best to accommodate.
Free Shipping
Domestic (US) orders of $50 or more qualify for free shipping. Domestic orders below this threshold will have a $5 shipping charge.
Order Processing Time
Most orders are processed and dispatched within 24–48 hours of payment confirmation, on business days. Orders placed on weekends or holidays will begin processing the next business day. Made-to-order or custom items may have longer lead times, which will be noted on the individual product page.
International Duties & Taxes
For international orders, all import duties, customs fees, VAT, and any other taxes or charges imposed by the destination country are the responsibility of the buyer. These charges are not included in our pricing or shipping fees and are collected by your local customs authority or carrier upon delivery. We are not able to predict or estimate these costs — please check with your local customs office before ordering if you have concerns.
Tracking
Once your order ships, you will receive an automated email from Shopify with your tracking number and a link to track your shipment. Please allow up to 24 hours after dispatch for tracking information to update with the carrier.
Lost, Stolen, or Damaged Packages
If your package arrives damaged, please photograph the packaging and the product immediately and contact us within 48 hours of delivery. We will work with the carrier to file a claim and determine the appropriate resolution.
If your tracking shows delivered but you have not received your package, please first check with neighbors and any secure delivery locations. If the package cannot be located, contact us and we will assist in opening a carrier investigation. We are not responsible for packages confirmed as delivered to the correct address that are subsequently stolen, but we will do everything we can to help.
If your package is lost in transit (no delivery scan after a reasonable period), contact us and we will initiate a trace with the carrier.
Questions?
If you have any questions about your shipment or our shipping policies, please contact us at grenadierusa@thorntek.zohodesk.com.
