FAQs
Ordering & Payment
We accept PayPal, major Credit/Debit Cards, and Cross-border Bank Transfers (TT / Wire Transfer). Our website is SSL-secured, ensuring that all transactions and financial data are fully encrypted and protected. We do not store any credit or debit card details on our servers.
Most standard in-stock orders are processed within 1–3 business days. For bulk orders, custom configurations, or temporarily out-of-stock items, lead times vary based on production schedules, quantity, and specific requirements. Our team will provide you with an estimated timeline via email and keep you updated on the progress.
- Industrial, Custom & Special Orders: Because most of our industrial-grade equipment, tailored solutions, and special non-standard orders are made to order, they cannot be cancelled, modified, or refunded once technical parameters are confirmed and production or material sourcing has commenced.
- Standard In-Stock Orders:
- Before Shipment: Standard off-the-shelf orders can be cancelled prior to dispatch, subject to a 5% fee to cover non-refundable payment gateway processing fees and administrative costs.
- After Shipment: Orders cannot be cancelled once dispatched; they must be processed under our standard Return Policy (subject to return shipping and a 10% restocking fee).
Awaiting Order Arrival
Once your package ships, you will receive an email with your shipping carrier (e.g., DHL, UPS) and tracking number. You can track transit details directly on the carrier’s official website. Please allow up to 24 hours for new tracking information to update online.
For international shipments, customers are responsible for all applicable local customs clearance, import taxes, and duties. If customs requires additional clearance documents, please contact Granbo customer support for assistance.
Please inspect your package immediately upon delivery:
- If severely damaged, please refuse the delivery and ask the carrier to return it.
- If minor damage/missing items are found after signing, take clear photos/videos and notify Granbo support within 5 business days of receipt to arrange for a replacement or resolution. Claims submitted after 5 business days cannot be accepted.
Refund & Returns
We offer a 30-day return policy. You can return unused products in their original packaging within 30 days of receipt. A 10% restocking fee will apply, and return shipping costs are the customer’s responsibility. Custom orders and non-resellable items are not eligible for return.
Once the returned item is received, inspected, and approved by our warehouse, we will issue the refund within 7 business days. Depending on your bank or payment provider, it may take an additional 3–5 business days to appear on your account.
Please do not return packages to the sender address on the shipping box. Contact Granbo customer support first to obtain official return authorization and the correct warehouse return address.
After Sales & Warranty
All Granbo products include a 1-year limited warranty starting from the purchase date against manufacturing defects in materials and workmanship under normal use. Proof of purchase is required for warranty claims.
During the 1-year warranty period, if an issue is confirmed to be a manufacturing defect under normal use, Granbo provides free remote technical support and replacement parts. Simply contact our support team with your order details, photos, or videos to get prompt assistance.
Granbo strictly protects your privacy in accordance with our Privacy Policy. Personal information (such as name, contact details, and address) is used strictly to fulfill orders, provide technical support, process warranties, and enhance service security. We never sell your personal data to third parties.