The Customer Service Department is available Monday through Friday, 10:00am to 6:00pm EST. For immediate concerns or assistance please call the Customer Service Department to speak with a representative directly. We are here to help and can be reached by phone, email or through Live Chat. 

​Live Chat is a helpful tool for discussing the product and asking general questions, but remember, a Customer Service Representative is only available to chat Monday through Friday, 8:00am to 5:00pm PST. 

Emailing help@grencoscience.com is a great way to seek out assistance. You will receive a timely response from a representative ready to help! 

Note: The Customer Service Department is closed during weekends, and most national holidays. 

If you have any further inquiries, please contact our Customer Service Department anytime Monday through Friday, 8:00am to 5:00pm PST.
Email: help@grencoscience.com
Phone: +1 833-691-3224

Grenco Science prides itself on offering the highest quality products and customer service available. As much as the company would like to help the victims of counterfeiting, we're not able to provide assistance for those who have purchased one of these inauthentic items. What to look for:

1. Pricing: Grenco Science and its wide list of authorized retailers offer our products for the sale value listed on our website (www.grencoscience.com). If the product you're looking to purchase is normally $99.95 and you've found this item for $49.95, that is a red flag. All authorized retailers will sell our products for no less than the price listed on our website.
2. UPC Code: The majority of Grenco Science products will have a bar code with a UPC Code on the back. If the box in which your product came in doesn't have this, please call the Customer Service line to discuss the authenticity of the purchase.
3. Pen(s) wrapped inside of the box: If you notice that the pen(s) are wrapped individually in cellophane INSIDE of the box, then the product is probably inauthentic.
4. LED light: Unless you have an Artist or Charity Series product that displays a different LED light than the standard blue (for example: the Huf Original microG has a green LED light and the Claw Money Original microG has a pink LED light) the product is counterfeit. 

These are the main points to look for, but if you'd like to discuss the matter in further detail, please contact the Customer Service Department directly.If you have any further inquiries, please contact our Customer Service Department anytime Monday through Friday, 10:00am to 6:00pm EST.Email: help@grencoscience.comPhone: +1 833-691-3224

Counterfeits

Grenco Science is victim to product counterfeits available for purchase across the Web and in stores. These unauthorized replicas are not engineered to the quality standards upheld by Grenco Science and any purchase thereof will not be covered under Grenco Science’s one-year warranty (electrical components), under any circumstance. Do not purchase from eBay, Rakuten, Amazon or any other third-party website. To ensure optimum product quality, safety, and service, always purchase from www.gpen.com or contact the Customer Service Department, Monday through Friday 10:00am to 6:00pm EST, to find an authorized retailer near you. 

If you have any further inquiries, please contact our Customer Service Department anytime Monday through Friday, 8:00am to 5:00pm PST.
Email: help@grencoscience.com
Phone: +1 833-691-3224

Back ordered items are usually replenished in 2-3 weeks.

If you have any further inquiries, please contact our Customer Service Department anytime Monday through Friday, 10:00am to 6:00pm EST.
Email: help@grencoscience.com

Phone: +1 833-691-3224

YES.

All international shipments are subject to fees when crossing borders. Generally, Customs will implement taxation and brokerage fees that vary based on where the package is being shipped to, how far it has to travel outside US territory, along with the value and weight of the package. It is common for these fees to be applied for any international shipments. We are doing our best to try and establish a uniform brokerage fee for all international packages. The taxation is determined by Customs and cannot be tampered with. Any taxes or fees applied to the shipment are the responsibility of the buyer.Please be advised that these fees are normal and are often times applied to international shipments. 

If you have any further inquiries, please contact our Customer Service Department anytime Monday through Friday, 10:00am to 6:00pm EST.
Email:help@grencoscience.comPhone: +1 833-691-3224

All orders need time to be processed before shipment. General processing times are between 3-5 business days, though may increase during busy shopping or sale times. The customer may choose between different shipping methods based on how quickly they prefer the package be delivered. We feature UPS and USPS as our primary courier services. All delivery times presented at checkout are estimates provided by the couriers and are not guaranteed.

Keep in mind that all orders placed during non-business hours, including weekends, evenings and holidays, will not be processed until regular business hours have resumed, which are between Monday-Friday 10:00 AM - 6:00 PM EST.

If selecting USPS for shipping, keep in mind that their transit times are not guaranteed, meaning Priority 2 Day may take as much as 4 business days for delivery with no recourse from USPS.

If you have any further inquiries, please contact our Customer Service Department anytime Monday through Friday, 10:00am to 6:00pm EST.
Email: help@grencoscience.com

Phone: +1 833-691-3224

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.

Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.  

In both cases, the Route Premium cost will not be refunded. 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

Marked As Delivered (Stolen)

• Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered. 
  
• Please note, some order issues may require a police report to be filed.
  

Stuck In Transit (Lost)

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
  
• For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
  

Damaged

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.
  

All of Route’s policies are listed here

Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here. 

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

Route’s terms and conditions are listed here:https://route.com/terms-and-conditions/

While Route itself is not an insurance company, Route is authorized to provide access to shipping insurance. It does this through its entity, Safe Order Solutions, which is licensed to sell the shipping insurance issued by Seg Insurance Ltd. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.

Our warranty only applies to electronic parts (batteries & chargers).

All of our tanks and coils are consumable, meaning they will need to be replaced once in a while. Each tank/coil has a specific durability index.

 If you have any problems with your tanks/coils within 7 days of the date you received them, please contact us immediately at help@grencoscience.com or +1 833-691-3224 in order for us to assist you accordingly.

If you have any further inquiries, please contact our Customer Service Department anytime.

Monday through Friday,
10:00am to 6:00pm EST.
Email:help@grencoscience.com

Phone: +1 833-691-3224

All Grenco Science, electronics (battery + charger) are automatically covered under a one-year Warranty.

This is a service that Grenco Science provides for all of its customers. One does not need to purchase anything in order to receive this feature.

If you are having trouble with either your G Pen Battery or G Pen Charger, please contact the customer service department either by email or phone.

Office Hours:

Monday through Friday z

9:00am to 5:00pm PST

Please keep in mind, a warranty system is one that requires a copy of a receipt or proof of purchase. We are always happy to provide assistance, even to those without this documentation, but providing a receipt enables a Customer Service representative to help in a more efficient way.

Without the receipt one will be subjected to a nominal fee in regard to warranty replacements.  

Unused tanks can be returned for store credit within the 7-day period after ship date.

If you have any further inquiries, please contact our Customer Service Department anytime Monday through Friday, 10:00am to 6:00pm EST.
Email: help@grencoscience.com

Phone: +1 833-691-3224

We offer a 1-year warranty on all electronic items (not including Tank / Coil systems).

If you're experiencing an issue with the G Pen Battery, please contact Customer Service for information on how to get the item replaced.

In order to qualify, you must have purchased from our website directly or have a valid receipt to show the date of purchase and the store in which it was purchased from.

We do not assist with counterfeit products or any items purchased from third-party websites as most of the counterfeit items are distributed through those channels.

If you have any further inquiries, please contact our Customer Service Department anytime Monday through Friday, 10:00am to 6:00pm EST.

Email:help@grencoscience.com

Phone: +1 833-691-3224