Information about my order

How can I consult the status of my order?

You can consult the status of your orders in your private client area, in the “Order History” section.

In this section, you will find the list of orders made in Greenice, the details of the same, as well as the state in which they are.

Order states

 

  • Paid: Once the payment payment has been made.
  • Ongoing preparation: Once the order is in our warehouse, being prepared or waiting for material.
  • Sent/delivered: When the order has been delivered to the carrier or is available in our warehouse to be sent.
  • Canceled: When the order, at the request of the client, has been canceled.
  • Waiting for bank transfer: It is the status in which an order in the form of payment by bank transfer remains until the payment is received.
  • Payment error: When, for any reason, the payment of the order does not occur.

Whenever there is stock of the acquired products, the orders made until 7pm, will leave the same day and will be delivered the next day (24h).

Once the request from our warehouse is released and is managed by Seur/Correosexpres, you will receive an email with the monitoring code (tracking) that you can use to follow the real -time sending on the website of the indicated transport agencies.

In case of doubt you can contact us through the Live chat or sending an email to info@greenice.com (the answer will be immediate!) 

How can I monitor an order sent?

Once the order is sent, you will receive that same afternoon an email with the tracking information and tracking number of your order.

Also, one hour before delivery, you will receive another email confirming the delivery.

How can I modify an order already made?

Once your order has been confirmed and is already prepared to be processed, if you need to make changes in it, you must contact Greenice as soon as possible, indicating the order number and the changes you want to make.

The contact can be made by chat, email (info@greenice.com) or telephone, but we advise you to use the first two options. It may happen that the total amount of the order has increased or decreased, so the two situations indicated, the following steps should be followed:

 

  • If with the change/s made, the total amount of the order increases: in this case, the price difference can only be paid by transfer or by PayPal. It is not possible to pay the difference by card because the bank's TPV does not accept partial payments.
  • If with the change/s made, the total amount of the order decreases: In this case, we will pay the resulting price difference in your favor, by means of the same payment method as the order was paid, either by card or PayPal, or by transfer or countercharge, in which case, you must indicate a bank account number.

How to cancel an order?

During the entire purchase process, you can cancel your order, but depending on the state of it, the following situations can occur:

 

  • If the order is not paid and has not left our warehouse (either because it is counter -tube or transfer), you can contact us by any of the media -Chat, email (info@greenice.com) or telephone-, and notify the cancellation.
  • If the order is paid and has not yet left our warehouse, you must also notify us by any of the media -Chat, email (info@greenice.com) or telephone-, and we will proceed to its cancellation and reimbursement of the amount paid paid through the same means of payment used (PayPal, card or transfer- must indicate a bank account number if you have chosen this form of payment).
  • If the order is paid and has left our warehouse, you must contact Greenice by any of the media, email (info@greenice.com) or telephone, and notify the cancellation.

Thus, we will proceed to contact the transport company so that it proceeds to return to our warehouse of its order, whenever possible.  If not, you must receive it and get in touch with us to request a collection of it. In any case, as soon as it is received in our warehouse, the amount of the paid will be reimbursed.

Is it possible to gather several orders in a single shipment?

If you have made several orders, you may want to join them all in a single shipment to save shipping costs, so in that case, you must contact us and indicate the orders you want to unify. If none of them is still in the process of shipping, we can join them and recalculate the shipping costs. If they have already been processed and are in process, it will not be possible to join them.