Return & Refund Policy

We want you to feel confident ordering from Grip and want every order to arrive exactly as expected.

Because Grip products are consumable goods intended for oral use, we’re unable to accept returns or exchanges once an order has shipped. This helps us maintain the quality, safety, and integrity of every product we send.

Of course, if something goes wrong with your order along the way, we’re here to help.

Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, or different from what you ordered, please contact us at hello@onceuponagrip.com within 7 days of delivery.

Please include your order number, a brief description of the issue, and, when applicable, photos of the product and its packaging. This helps our team understand what happened and resolve the issue as quickly as possible.

Depending on the circumstances, we may provide a replacement, refund, or store credit.

Please hold onto the affected product and its original packaging until we’ve had an opportunity to review your request.

Product Preference

We know that taste and product preferences are personal. Because of the consumable nature of Grip products, we’re unable to offer returns, refunds, or exchanges based on flavor, sensation, strength, or other matters of personal preference.

If you’re trying a Grip product or flavor for the first time, we recommend starting with a smaller quantity before stocking up on your favorites.

Order Changes & Cancellations

Need to make a change? Contact us at hello@onceuponagrip.com as soon as possible after placing your order and we’ll do our best to help.

Orders move through our fulfillment process quickly, so changes or cancellations cannot be guaranteed once an order has entered fulfillment. Once an order has shipped, it can no longer be canceled or modified.

Lost or Missing Orders

If your package appears to be lost in transit or has not arrived within the expected delivery window, please contact us at hello@onceuponagrip.com and we’ll help look into it.

For packages that appear to be lost while in the possession of the shipping carrier, we may work with the carrier to investigate the shipment and determine the appropriate next step.

If tracking shows that a package has been delivered but you’re unable to locate it, we recommend first checking around the delivery location, with other members of your household, neighbors, building management, or the shipping carrier. If the package still cannot be located, contact us and we’ll do our best to assist.

Shipping Addresses

Please take a moment to confirm your shipping information before submitting your order.

Customers are responsible for providing a complete and accurate shipping address at checkout. Grip cannot guarantee replacement or reimbursement for orders that are lost, delayed, or returned because of an incorrect or incomplete address provided at the time of purchase.

If you notice an error after placing your order, contact us as quickly as possible. If the order has not yet entered fulfillment, we’ll do our best to update it.

Returned-to-Sender Packages

Occasionally, a package may be returned to us by the shipping carrier because it was undeliverable, unclaimed, refused, or addressed incorrectly.

If this happens, please contact us so we can review the circumstances and determine the best next step. Additional shipping charges may apply if an order needs to be shipped again due to an incorrect address, refusal, or other circumstance outside of Grip’s control.

For product-safety and quality reasons, merchandise returned through the mail cannot be placed back into sellable inventory.

Refunds

When a refund is approved, it will generally be issued to the original payment method used for the purchase.

Please allow approximately 5–10 business days after a refund has been processed for it to appear on your account. Processing times can vary depending on your bank, card issuer, or payment provider.

Original shipping charges are generally non-refundable unless the refund is the result of an error by Grip or an issue with the fulfillment of your order.

Promotions, Bundles & Discounted Products

Products purchased as part of a promotion, bundle, discount, or special offer are subject to the same return and refund policy as regularly priced products.

Unless otherwise stated as part of a specific promotion, promotional pricing does not change the final-sale nature of Grip products once they have shipped.

Purchases From Other Retailers

This policy applies to purchases made directly from onceuponagrip.com.

If you purchased a Grip product from a retailer or other authorized seller, please contact the place of purchase directly. Purchases made through third parties are subject to that retailer’s applicable return and refund policies.

Questions? We’re Here to Help.

If something isn’t right with your order or you have a question about this policy, please reach out to us at hello@onceuponagrip.com.

We’ll always do our best to make legitimate shipping, fulfillment, and product-quality issues right.