Order assistance
For order confirmation, product availability, payment status, order edits, or cancellation questions, contact support with your order ID and registered mobile number.
Order changes are possible only before packing or dispatch and are subject to store review.
Tracking assistance
If your shipment is delayed, stuck, or not updating, share your order ID and tracking details with our team.
Courier updates can take up to 24 hours to refresh after dispatch. If the shipment exceeds the expected delivery window, we will help coordinate with the courier partner.
Damaged item support
If your item arrives damaged, record and share a valid unboxing video that starts before the package is opened and clearly shows the issue.
Damaged item claims without a valid unboxing video cannot be approved. Photos may help, but they do not replace the mandatory video proof.
Return assistance
Return requests must be raised within 7 days of delivery. The product must be unused, in original condition, and returned with packaging, accessories, tags, manuals, freebies, and invoice where applicable.
Our support team will guide you through eligibility checks, proof submission, pickup instructions, and inspection timelines.
Refund assistance
Refunds are processed only after request approval and product inspection where required.
Approved prepaid refunds usually take 5 to 7 business days. COD or manual refunds may take 7 to 10 business days after bank or UPI details are verified.
Escalation process
If your issue is not resolved within the expected support timeline, reply to the same email or WhatsApp conversation and request escalation with your order ID.
Escalated cases may require additional review, courier investigation, payment gateway confirmation, quality inspection, or management approval.
- Step 1: Contact support with order ID and issue details
- Step 2: Submit required proof, including unboxing video where applicable
- Step 3: Allow the team to review, verify, and coordinate next steps
- Step 4: Request escalation if the case remains unresolved after the shared timeline
Contact information
Email: support@thegrimstore.com
Customer support: +91 83191 54647 and +91 84630 81361
WhatsApp: +91 83058 42625
Support hours are usually Monday to Saturday, 10:00 AM to 7:00 PM IST.