FAQ

Frequently Asked Questions

Where is my order?

Most orders are prepared for shipment within approximately 2–5 business days.

After your order ships, most standard U.S. deliveries arrive within approximately 3–7 business days. Most orders arrive within about 5–12 business days after purchase, although timing may vary by product, destination, carrier, holidays, weather, or other shipping conditions.

You will normally receive tracking information by email once your order has shipped and a tracking number has been added.

How long does order preparation take?

Most orders are prepared within approximately 2–5 business days.

Some products, larger orders, high-demand periods, or temporary availability issues may require additional time.

Business days are Monday through Friday and exclude federal holidays.

How long does shipping take?

Most standard shipments within the United States arrive within approximately 3–7 business days after shipment.

Orders sent to Alaska, Hawaii, remote locations, or areas affected by carrier disruptions may take longer.

Shipping estimates are general estimates and are not guaranteed arrival dates.

Where does PortalGrove ship?

PortalGrove currently ships within the United States only, including all 50 states.

International shipping is not available at this time.

Will I receive tracking information?

Yes. Tracking information is normally emailed after your order has been prepared, shipped, and a tracking number has been added.

Please allow approximately 24–48 hours after receiving the shipping notification for the carrier’s tracking system to begin showing movement.

Why did my order arrive in more than one package?

Orders containing multiple products may be prepared or shipped from different facilities.

As a result, items may:

  • Ship separately

  • Have different tracking numbers

  • Arrive on different days

Receiving only part of your order does not necessarily mean another item is missing. Please review all tracking information connected to your order.

Can I change or cancel my order?

Contact us as soon as possible at support@portalgrove.shop if you need to request a change or cancellation.

Requests are not guaranteed because order preparation may begin shortly after purchase. Once preparation begins, an order generally cannot be canceled or changed.

This includes changes to:

  • Product

  • Design

  • Color

  • Size

  • Quantity

  • Shipping address

Please review your order carefully before completing checkout.

Can I return or exchange an item?

PortalGrove generally does not accept returns or exchanges based on:

  • Ordering the wrong size

  • Selecting the wrong color, style, design, or product

  • A change of mind

  • Buyer’s remorse

  • Personal fit or preference when the correct item was supplied

Please review the product description and size information carefully before ordering.

Complete details are available in our Return & Refund Policy.

What if my item arrives damaged, defective, or incorrect?

Please contact PortalGrove within 10 calendar days of the carrier-confirmed delivery date at:

support@portalgrove.shop

Include:

  • Your order number

  • The email address used at checkout

  • A brief description of the issue

  • A clear photo showing the entire item

  • Close-up photos showing the damage, defect, or incorrect detail

  • A photo of the product or size label, when applicable

  • Photos of the shipping package and label when the issue involves transit damage, a missing item, or an incorrect shipment

Approved claims will generally receive one complimentary replacement of the affected item.

Please review our Return & Refund Policy for full eligibility requirements.

What if tracking says delivered but I cannot find my package?

First, please:

  • Confirm the shipping address on your order

  • Check your mailbox, porch, side doors, and secure delivery locations

  • Ask household members whether they accepted the package

  • Check with nearby neighbors or building management

  • Allow a brief period in case the carrier marked the package delivered early

  • Contact the carrier and request additional delivery information or an investigation

After completing those steps, contact PortalGrove with your order number and any carrier case or reference number.

A delivered tracking scan does not automatically qualify an order for a complimentary replacement or refund. PortalGrove will review the available tracking and delivery information under our Return & Refund Policy.

What if my package is delayed or tracking stops updating?

A temporary pause in tracking does not necessarily mean that a package has been lost. Carrier scans can sometimes be delayed while a package remains in transit.

Please allow the carrier’s normal delivery window to pass.

If the package remains delayed, contact PortalGrove at support@portalgrove.shop with your order number. We will review the available tracking information and help determine the appropriate next steps.

When a package is confirmed lost in transit, PortalGrove will generally arrange a replacement. A refund may be considered when a replacement is unavailable or otherwise required.

What if I entered the wrong shipping address?

Contact us immediately at support@portalgrove.shop.

We cannot guarantee that an address can be corrected after order preparation begins.

Customers are responsible for entering a complete and accurate shipping address during checkout. If an incorrect or incomplete address causes a package to be delayed, returned, misdelivered, or lost, additional preparation or reshipping charges may apply.

How do I choose the correct size?

Please review the size information provided on the product page before ordering.

Sizing and fit can vary between products, styles, materials, and manufacturers. A customer’s usual size in another brand does not guarantee the same fit in a PortalGrove product.

PortalGrove does not provide complimentary replacements or refunds when the correct size was supplied but the fit does not meet the customer’s preference.

Are product colors and designs exactly as shown?

PortalGrove makes reasonable efforts to display products accurately.

Minor differences may occur because of:

  • Screen or device settings

  • Lighting and photography

  • Fabric or material differences

  • Printing or manufacturing methods

  • Reasonable variations between individual items

A material difference from the product description or order confirmation may qualify for review.

How much does shipping cost?

Shipping charges are displayed during checkout before payment is completed.

Rates may vary based on the products ordered, package requirements, delivery destination, fulfillment location, and available shipping method.

How do I contact PortalGrove?

For order questions, shipping concerns, product information, return questions, or general customer support, contact:

support@portalgrove.shop

Customer support is available Monday through Friday, Pacific Time.

We typically respond within 1–2 business days. Response times may be longer during holidays or periods of unusually high order volume.

For order-related questions, please include:

  • Your order number

  • The email address used at checkout

  • A brief description of your question or concern