Shipping

My parcel is not moving according to the tracking information, what do I do?

My parcel is not moving according to the tracking information, what do I do?

If the tracking information shows that the parcel has not moved at all for several days then we would recommend as a first step to reach out to DHL Express in your country.
DHL can speak directly to the involved parties which will be the quickest way of resolving any such issues. 

It will most likely take longer to resolve these kinds of issues if you contact us instead of DHL directly, since we would first need to contact DHL Sweden which in turn would need to contact your local branch of DHL before anything could be done.

Can you send specific delivery instructions to the courier?

Can you send specific delivery instructions to the courier?

Our system does not allow us to include specific delivery instructions to the courier. 

If you would like to provide specific delivery instructions to the courier then we would recommend that you reach out to DHL Express in your country directly, or to use DHL Express On Demand Delivery where available. 

Once the order has been dispatched from our warehouse you can use the DHL tracking number as your reference.

Please feel free to contact us if you have any questions or if you require our assistance. 

My order is marked as delivered, but I have not yet received it?

My order is marked as delivered, but I have not yet received it?

If the tracking information shows that the order has been delivered, and if you are certain that the package has not arrived, or been received by someone that you know on your behalf then we would recommend as a first step to reach out to your local branch of DHL Express.
DHL will in most cases have access to the trucks GPS data and can speak directly to the driver.

Once you have notified DHL, please contact us at our customer support for further instructions. 

Where do you ship from?

Where do you ship from?

Both our warehouse and our customer-service are located in Sweden. 

How much is the shipping costs?

How much is the shipping costs?

We have managed to negotiate very affordable Worldwide shipping costs from Sweden and are thus able to offer a flat shipping rate of $9.90 to North America and Europe. Other regions have a flat shipping rate of $19.90.

We offer Free Worldwide Shipping on all orders above $100

Note: The $100 is excluding VAT (value added tax) which is added to all purchases within the EU (European Union).

 

Why can't you deliver to Northern Ireland?

Why can't you deliver to Northern Ireland?

Due to technical difficulties that we are experiencing following Brexit, we have had to put a stop to all orders going to Northern Ireland. 

Our system is unable to separate the orders going to Northern Ireland from England. 
Because of this, all orders to Northern Ireland are canceled automatically. 

We are still working on getting the correct regulations for Northern Ireland so that it will be possible to ship there again in the future. 

We do not currently have an estimate on when everything will be working as intended again.

Can I choose Courier Service/Shipping alternative?

Can I choose Courier Service/Shipping alternative?

DHL is the courier service that we use for all of our orders. We currently do not have another shipping alternative that we can provide.

Can I ship a package as a gift?

Can I ship a package as a gift?

You can naturally choose to send a package to a friend, but unfortunately we do not offer gift wrapping, and we cannot exclude the invoice from the package.
Due to international shipping rules the invoice/paper slip must be included in the package.

We sometimes get requests by customers to include notes or messages along with orders. This is generally not something that we are able to do due to time constraints. 
Thank you for your understanding. 
 

Where is my order?

Where is my order?

We generally ship all orders within 1-5 business days depending on our workload, but sometimes your order can get stuck due to faulty address, some items needing to be assembled, or simply just a higher work load such as around the holidays.

We are making all we can to make sure you will receive your order as soon as possible. If you have not yet received an email that your order has been shipped within 5 business days, unless our homepage informs otherwise at the moment, please reach out to us and we will assist you.
You can either contact our customer support at: https://grimfrost.com/pages/contact-us or at support@grimfrost.com

Can I ship to P.O Boxes or Military Bases?

Can I ship to P.O Boxes or Military Bases?

Please note that DHL does not accept deliveries to P.O. Boxes or military bases. If such addresses, or addresses that aren't correct, or are written using a different set of characters from the English alphabet, are registered it may cause a delay to the dispatch, or result in the order being canceled or returned to us.
If the order has been sent to such an address and returned to us, then only the value of the ordered items will be refunded.

Which countries do you send to?

Which countries do you send to?

We ship orders to countries all over the world. 

However, we have been forced to remove certain countries from the shipping list since they have in each and every case presented problems for the customer. 

We strive to add new countries to the shipping list but it is a long process and there are many factors to consider. 

We are not able to make any exceptions when it comes to our shipping list. 

We offer shipping to the following countries and regions:

Ă…land Islands
Albania
Andorra
Australia
Austria
Belgium
Bosnia & Herzegovina
Canada
Croatia
Cyprus
Czechia
Denmark
Estonia
Finland
France
Germany
Greece
Greenland
Guernsey
Hong Kong SAR
Hungary
Iceland
Ireland
Isle of Man
Italy
Japan
Jersey
Kosovo
Latvia
Liechtenstein
Lithuania
Luxembourg
Malta
Moldova
Montenegro
Netherlands
New Caledonia
New Zealand
North Macedonia
Norway
Poland
Portugal
Romania
San Marino
Serbia
Singapore
Slovakia
Slovenia
South Korea
Spain
Sweden
Switzerland
United Kingdom
United States
Vatican city

When will I receive my order?

When will I receive my order?

We generally ship all orders within 1-5 business days depending on our workload.

It usually takes our courier service another 1-5 business days to make the delivery once the order has been dispatched.

Our regular time frame is for orders to be delivered within 10 business days if there are no unexpected delays. 

You will receive an automated shipping confirmation email as soon as your order has been shipped.