FAQ

Before checking out from our online shop, you may have some questions you are looking for answers to. Before getting in touch with us, check out our FAQ guide to see if we have already answered your question.

What’s Your Return and Refund Policy?

If you have made a purchase through our online shop, you have 180 calendar days from the date of purchase to return your items. Returns are only accepted if you are able to provide proof of purchase. In addition, items must be in unused and undamaged condition, in the original packaging that you received them in. You will be able to choose between a refund, replacement, or store credit once we have received your item, and the cost of shipping will be deducted from this amount.

Is Warranty Provided?

At ONGROK, we provide a one-year limited warranty for our botanical infuser machines. This warrants that our products are free from workmanship defects within one year of purchase. If you do experience a problem with your infuser machine, drop us an email at info@ongrok.com alongside pictures and a description of the issue. In the event that we are unable to resolve the problem via email, we will provide you with a prepaid shipping label to mail the item back to us. We will get it repaired or send you a replacement at no extra cost. Keep in mind that proof of purchase must be provided.

When Can I Expect to Receive My Order?

All orders are shipped within 2 to 3 business days. However, we do not ship on weekends and public holidays. In addition, if we are experiencing a large volume of orders, there may be a further delay in shipping times. If that’s the case, you can be assured you will be notified via email or phone. At the moment, ONGROK does not ship internationally.

What Are Your Customer Service Hours?

At ONGROK, our customer service team is on duty Mondays to Fridays, from 8:30 AM to 5:00 PM, EST. Of course, you are welcome to drop us an email anytime outside of office hours, and we will get back to you as soon as we can. Alternatively, you can give us a call at 1(866)362-4551 during office hours and a member of staff will be happy to assist.

What Is Included in Your Botanical Infuser Kits?

We have a number of botanical infuser kits you can choose from depending on your needs and preferences. For instance, our Large Botanical Infuser Machine and Kit comes with an easy-to-use butter maker machine, two nylon filter bags, two silicone gloves, and a recipe book. If you require something different such as a candy making kit, we have that available as well. This kit comes with gummy molds and measurement droppers to meet your needs. It all depends on the type of herbal infusion you wish to make. Our customer service team is always happy to make the most suitable recommendation for you when you get in touch with us at info@ongrok.com.

Take a look in our online shop today for the practical and stylish lifestyle products you require.