Returns Policy

We aim to provide a great experience every time, but even we can experience the off day occasionally. The best way to guarantee a great experience is to review our delivery and shipping guidelines and keep them in mind when placing orders.

If you have an issue that isn't covered below, please reach out to our team and we'll help work through a solution.

Shipping Accuracy. Check your addresses carefully! Our delivery guarantee extends only to correctly addressed orders. We cannot guarantee the condition of the package if the delivery service has to reroute. We guarantee delivery only to the provided address confirmed on the order acknowledgement or addresses reflecting on the bookings of Third-Party Courier services.
 

Delivery Turn-Around-Time (TAT) outside service area. Arrival and delivery of goods to areas outside our coverage will depend upon the Airline/Bus/Ship Companies. Please make sure that you are able to check with them before placing an order with us. GRND UP will not be held liable or accountable to any spoilage within the premise or position of the buyer and the Airline/Bus/Ship Companies.
 

No P.O. Unfortunately we are unable to ship to PO Boxes, APO, FPO, DPO or International addresses.
 

Refunds and Replacements Due to the perishable nature of our product and for sanitary reasons, we do not accept returns. In the event you are dissatisfied with your purchase, you must contact us within 24-hours after receiving your order. We reserve the right to limit refunds and replacements, and we can only offer one replacement per consumer.

Perishable items cannot be returned due to the fact that a customer had a change of mind in respect of the particular purchased item, this is due to public and food safety regulations.
 

Incorrect goods delivered. If we delivered the incorrect goods, the customer must inform us within 48 hours of receipt of said goods. The goods must be unopened and in its original packaging. We will either refund the customer their money or exchange it for the correct product.
 

Ordering Policy Orders can be placed 24-48 hours through our Social Media Channels (Viber/Facebook/WhatsApp) or will be sent via email from 7 AM to 7 PM ET Monday – Saturday (Except major holidays). RUSH orders will be accepted on case-to-case basis only.
 

Cancellation policy or change of order Any change in order including cancellations must be communicated to us before 10AM Philippine Time the same business day. If outside of this timeline, we cannot guarantee the change or cancellation.
 

Handling and Freshness All products shipped from GRND UP are shipped frozen, packed and bottled from our commissary. 

Please freeze the products immediately upon receipt. Products must remain frozen until they are ready to be consumed. Failure to report spoilage within 24 hours of receiving the order will be at the loss of the consumer. Other defects must be reported within 2 days from receipt of order. We are committed to using only the highest quality ingredients. Our products have no artificial preservatives or coloring and properly stored in the freezer will remain fresh and delicious for approximately six (6) months except for GRND UP's snacks (Eezsnack) and drinks (Quench).