General Order & Shipping FAQ

How to use this guide

We've compiled a list of the most frequently asked questions regarding your order & shipping and their answers.

*Kindly note that some of the provided answers may not be applicable to pre-order products


Q: Once ordered, what is the expected delivery time for my package?

A: For most parts of the world, the package should be shipped within 7 to 10 working days after the order has been placed.

However, please note that different countries or regions may have different ETA, the estimated delivery time should be listed on the checkout page for each country.


Q: How can I check my order status? 

Please go to Positive Grid's website and log in to the user center, with the same email you made your purchase. You can then check the status of your order on the My Order page.


Q: Do you ship internationally?

A: Yes, we ship to the following countries/regions:


America: United StatesCanada.

*Due to restrictions from our financial partners and local carriers, Positive Grid does NOT ship to Puerto Rico, Guam, and the United States Minor Outlying Islands.

**The personalized products are currently not available in the regions above as well as Alaska & Hawaii


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


*Due to restrictions from our financial partners and local carriers, Positive Grid does not ship to remote islands and dependencies, including but not limited to the Canary Islands, Isle of Man, Balears Province, Santa Cruz de Tenerife, LasPalmas, etc.


United Kingdom


Oceania: Australia.


*We currently cannot deliver to P.O. boxes or APO/FPO addresses.


Q: What is the shipping cost?

A: Shipping costs may vary depending on a customer's location and current promotions being offered by Positive Grid. Shipping rates will be provided at checkout.

The final shipping cost is determined by your chosen delivery option, Positive Grid's order volume, and the shipment's final destination. Please note that your delivery option cannot be changed once the order has been placed.

Customers will be responsible for paying shipping costs once the product is shipped from our warehouse. Please note that shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. Positive Grid Limited reserves the right to change its shipping policies at any time.

See also: Countries with Free Shipping


Q: Is it possible to edit items in my order after placing it?

A: Due to technical reasons, we do not support the editing of order items once the order has been placed.


Q: Is there any warranty? 

A: All products come with a 1-year Limited Warranty. For details on our warranty, please see Positive Grid Product Warranty.


Q: Can I cancel my order?

A: Order cancellations will only be granted if your ordered items have not begun the process for dispatch. For more information about cancellations or returns, please visit our Return Policy.


Q: What payment methods do you accept?

A: We accept all major credit cards - Visa, MasterCard, American Express, etc. PayPal and installment payment services (US only) are also available. 


Q: Is VAT (Value-Added Tax) included in the order price?

A: In countries where VAT Tax applies, the order price already incorporates the VAT amount. The specific VAT rate is determined based on your country's governmental regulations and policies.


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