FAQ
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Quick answers about ordering from ONGROK Canada. Anything else, email info@ongrok.com and the team replies within 1–2 business days.
How long does shipping take?
Orders are processed within 2–3 business days, not counting weekends and holidays. When your order ships you get a confirmation email with a tracking number, which goes live within 24 hours. Busy periods can add a few days; if there's a real delay, we'll contact you.
How much is shipping?
We ship anywhere in Canada by Canada Post or UPS. The shipping cost depends on where the order is going and is shown at checkout before you pay.
Do you ship outside Canada?
No. ca.ongrok.com ships within Canada only. For the US, shop at ongrok.com.
What's your return policy?
Unused products in their original packaging can be returned within 180 days of purchase. Within 60 days you can choose a refund; after that, a replacement or store credit. Email info@ongrok.com and we'll send a prepaid return label; a CA$7 return fee is deducted from the refund or credit. Original shipping costs aren't refundable. Full details are in the refund policy.
How long do refunds take?
Once your return arrives and is inspected, we email you. Approved refunds go back to your original payment method; card refunds can take 5–10 business days to show on your statement.
What if my product arrives damaged or defective?
Email info@ongrok.com with photos and a short description. We replace items with a manufacturing defect or that arrived damaged.
Is there a warranty on the Botanical Infuser?
Yes. Botanical Infuser machines carry a one-year limited warranty against defects in workmanship and materials. If we can't fix the problem by email or phone, we send a prepaid label, then repair or replace the machine and ship it back at no cost. Keep your proof of purchase.