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Returns Procedure
Returns Procedure

Returned Order Policy

Alyne avatar
Written by Alyne
Updated over a week ago

Information Required To Make A Return:

All we need from you is the Order Number (ex. Order #3456) and the name of the Returned Items (ex. Green Pattern Shirt - Large).

Return Forms:

Some OrderGrid Clients have their own form that they wish to share with their customers in order to gather certain data, however, all we need to process a Return Order is the original Order Number (#). Additional to this, we have implemented quality checks in place to ensure that your products are treated with the utmost care.

Your Return Policy should be outlined on your website and specify who (i.e. you the company, or the customer) covers the shipping fee on returns, whether you provide a return label, if you have a preferred carrier, and so on. If you don't have a form, please instruct the customer to indicate their original Order Number (#).

OrderGrid Returns Process:

As an OrderGrid Client, you will instruct your customers to return their orders to the original warehouse that it was fulfilled from. Applicable return addresses for OrderGrid warehouses are listed below:

Toronto Warehouse:

“OG - Client Name”

780 Tapscott Road, unit 5 Scarborough Ontario, M1X1A3


Miami Warehouse:

“OG - Client Name”

11330 NW 36th Terrace

Doral, FL, 33178, US

Mexico City Warehouse:

“OG - Client Name”

Priv. Rancho de La Cruz 98, Col. Jamaica,

Venustiano Carranza, 15800 Ciudad de México,

CDMX, Mexico

Once the Return Order arrives, the return will be processed within 2 business days.

The incoming Returned Items will be inspected. If items are found to be in good condition (criteria outlined by you, the Client). Items are placed back into Good Inventory, and OrderGrid inventory is updated accordingly.

Note: You may need to update your online store inventory.

If items are found with damages, defects etc. OrderGrid Client is notified and decisions are made accordingly (ex. disposal, destruction etc.)

If the customer has asked for an exchange, OrderGrid Client should create a new manual order through their Shopify store. Once the order is created it will be fulfilled as per our standard fulfilment process.

If you need additional help, please reach out to us at or call us at (+1) 647-559-9279.

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