Frequently asked questions about orders, shipping, and payments. Some answers may not apply to pre-order products.
How long until I receive my package?
For most regions, your package ships within 7 to 10 business days after placing your order. Delivery times vary by country — the estimated time for your location is shown at checkout.
How can I check my order status?
- Log in to the Positive Grid website and go to My Orders in your User Center.
- Or visit Track My Order and enter your email and order number.
Why is the shipping status not updating?
It can take 1-3 business days for your tracking number to register in the courier's system. During this time, you may see statuses such as "label created" or "Pre-shipment Info Sent to Courier."
Each courier has its own tracking site, which will be included in the email containing the tracking number. For more detailed shipment information, please visit the tracking page of the respective courier.
Why has the shipping status remained "in transit" for a week?
Your shipment has been collected by the courier and is currently on its way to its final destination.
Please note that different couriers in various regions may offer different levels of tracking updates. We appreciate your understanding.
Why is the tracking number not functioning, or why is the courier unknown?
In certain cases and regions, tracking numbers might not be available because some couriers have limitations, making them unrecognizable in our system.
In such situations, we recommend using AfterShip to track your package. We understand this may not be ideal, and we are actively working to identify the best couriers to enhance our shipping services everywhere.
Please understand that our Technical Support department usually has no additional information beyond what is displayed above.
Do you ship internationally?
Yes. We ship to:
- United States, Canada (excluding Puerto Rico, Guam, US Virgin Islands, and other US territories)
- Europe: Austria, Belgium, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Bulgaria, Greece, Spain (excluding remote islands and dependencies)
- United Kingdom
- Australia
We cannot deliver to P.O. boxes or APO/FPO addresses. If your country is not listed above, we cannot ship there.
What is the shipping cost?
Shipping costs vary based on your location, delivery option, and order volume. The exact rate is shown at checkout.
- Delivery options cannot be changed after the order is placed.
- Shipping costs are non-refundable — they will be deducted from any refund.
See also: Free Shipping Countries
Can I edit my order after placing it?
No. Due to technical limitations, orders cannot be edited after they are placed.
Can I cancel my order?
Only if the items have not yet begun the dispatch process. See our Return Policy for details.
What payment methods do you accept?
All major credit cards (Visa, MasterCard, American Express), ShopPay, and PayPal.
Is VAT included in the price?
Yes. In countries where VAT applies, the order price already includes VAT. The rate is determined by your country's regulations.
Do your products come with a warranty?
Yes. All products include a limited warranty. See the Warranty Policy for details.