Shipping policy

Shipping Policy

At PortalGrove, every order is prepared with care. Your estimated delivery time includes both order preparation and carrier transit.

This policy explains what to expect from the time your order is placed until it arrives.

Where We Ship

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

International shipping is not available at this time.

Order Preparation

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

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

Business days are Monday through Friday and exclude federal holidays.

Once order preparation begins, changes or cancellations may no longer be possible. Please review your product, design, color, size, and shipping address carefully before completing checkout.

For more information about cancellation requests, please review our Return & Refund Policy.

Estimated Shipping Time

Shipping time begins after your order has been prepared and transferred to the carrier.

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.

Most orders arrive within approximately 5–12 business days after purchase, including both order preparation and standard carrier transit.

Delivery estimates are provided as a general guide and are not guaranteed arrival dates. Actual delivery time may be affected by:

  • Delivery destination

  • Carrier volume or service interruptions

  • Severe weather

  • Federal holidays

  • Regional transportation delays

  • Other circumstances outside PortalGrove’s reasonable control

Shipping Charges

Shipping charges are displayed during checkout before payment is completed.

Rates may vary based on:

  • The products ordered

  • Package size or weight

  • Delivery destination

  • Fulfillment location

  • Available shipping method

Order Confirmation

After placing your order, you should receive a confirmation email at the address entered during checkout.

Please review your confirmation carefully and contact us as soon as possible if you notice an error.

Although we will review requests promptly, changes are not guaranteed because order preparation may begin shortly after purchase.

Tracking Your Order

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

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

Tracking information may include:

  • The date the shipping label was created

  • Package movement between carrier facilities

  • Estimated delivery information

  • Delivery attempts

  • Final delivery confirmation

Tracking updates and delivery estimates are supplied by the carrier and may change while the package is in transit.

Multiple Shipments

Orders containing more than one product may arrive in separate packages.

This may happen when items are:

  • Prepared at different facilities

  • Completed at different times

  • Shipped from different locations

  • Packaged separately because of size or product type

Separate packages may have different tracking numbers and may arrive on different days.

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

Preparation or Shipping Delays

Occasional delays can happen during order preparation or carrier transit.

A delay may result from:

  • High seasonal order volume

  • Product or material availability

  • Fulfillment capacity

  • Quality-control checks or reprints

  • Severe weather

  • Carrier congestion

  • Transportation interruptions

  • Federal holidays

A temporary pause in tracking does not necessarily mean a package has been lost. Carrier scans may sometimes be delayed while the package continues moving through the shipping network.

When a significant delay affects our ability to ship your order within the expected timeframe, PortalGrove will provide available information and any options required under applicable law.

Accurate Shipping Information

Customers are responsible for entering and reviewing a complete and accurate shipping address at checkout.

Please confirm the following information before submitting your order:

  • Recipient name

  • Street address

  • Apartment, suite, or unit number

  • City

  • State

  • ZIP code

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

If incorrect, incomplete, or undeliverable information entered at checkout causes a package to be delayed, returned, misdelivered, or lost, additional preparation or reshipping charges may apply.

If PortalGrove caused the address error, we will work to correct the issue at no additional cost to the customer.

Additional information is available in our Return & Refund Policy.

Packages Returned to Sender

A package may be returned to the sender because of:

  • An incorrect or incomplete address

  • An unclaimed package

  • Refused delivery

  • Failed delivery attempts

  • An inaccessible delivery location

If a returned package can be recovered and reshipped, the customer may be responsible for the new shipping charge.

If the original product cannot be recovered and a new item must be prepared because of customer-provided shipping information or an unclaimed delivery, additional preparation and reshipping charges may apply.

PortalGrove will explain any applicable charges before proceeding.

Packages Marked Delivered but Not Received

If tracking shows that your package was delivered but you cannot locate it, please:

  • Confirm the shipping address shown on your order

  • Check your mailbox, porch, side doors, and other 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 completed the delivery scan early

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

After completing these steps, contact PortalGrove and include:

  • Your order number

  • The email address used at checkout

  • The carrier’s case or reference number, when available

  • Any information provided by the carrier

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 in accordance with our Return & Refund Policy.

Complimentary replacement or refund coverage generally does not apply to theft after confirmed delivery or delivery to an address correctly entered at checkout, except where otherwise required by applicable law.

Delayed or Lost Packages

A package is not considered lost solely because tracking has temporarily stopped updating or the estimated delivery date has passed.

PortalGrove may ask customers to wait through the carrier’s normal delivery window and cooperate with a carrier or fulfillment-partner investigation.

When a package is confirmed lost in transit, PortalGrove will generally arrange a replacement of the affected item. A refund may be considered when a replacement is unavailable or otherwise required under our Return & Refund Policy or applicable law.

Damaged, Defective, or Incorrect Orders

If your item arrives damaged, defective, materially misprinted, incomplete, or different from what you ordered, please contact PortalGrove within 10 calendar days of the carrier-confirmed delivery date.

Please keep the item, packaging, and shipping label until your request has been reviewed.

Complete eligibility requirements and photo instructions are provided in our Return & Refund Policy.

Shipping Support

For shipping or tracking questions, 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.

When contacting us about an order, please include:

  • Your order number

  • The email address used at checkout

  • A brief description of your question or concern

PortalGrove will review the available order and tracking information and help determine the appropriate next steps.

Nothing in this policy limits any consumer rights that cannot be limited or excluded under applicable law.

Last updated: July 28, 2026