Terms of Service, Shipping & Returns

Last updated: October 23, 2025

Table of Contents

1. Acceptance of Terms

Welcome to GroundJerusalem.com (the “Site”). By accessing the Site or placing an order, you agree to these Terms of Service (“Terms”) and our Privacy & Cookie Policy. If you do not agree, please do not use the Site.

2. Orders & Contract Formation

Placing Orders: Submitting an order generates an email acknowledging receipt. This acknowledgement is not acceptance. A binding contract forms only when we dispatch the products or send a shipping confirmation.

Availability & Errors: We may cancel/refuse any order for reasons including stock unavailability, address issues, suspected fraud, or pricing/description errors. If canceled, we will promptly refund any payment received.

Your Changes/Cancellation: Contact us immediately to modify or cancel. If the order has shipped, use the returns process after delivery.

3. Prices, Taxes & Payments

Currency & Taxes: Prices appear in the currency selected on the Site. Taxes (e.g., VAT) are added where legally required and shown at checkout.

Payment Methods: We accept PayPal and other methods displayed at checkout. By paying, you confirm you are authorized to use the method and authorize us/our processor to charge the full amount.

Secure Processing: Payments are processed by third-party providers (e.g., PayPal). We do not store full card details.

4. Shipping Policy (Worldwide)

We ship internationally from Israel. Shipping to some countries may be limited due to Israel Post regulations or logistical constraints. If we cannot ship to your destination, we will notify you and issue a refund.

Tracking: Tracking is provided for all methods listed below. Timeframes are measured from dispatch and are estimates only; actual delivery depends on destination, customs, and local carriers.

Shipping Cost: Calculated automatically based on the total order weight. The exact amount appears at checkout before payment.

5. Delivery Methods & Timeframes

MethodEstimated Delivery Time (from dispatch)Tracking
Priority Mail14–24 daysYes
EMS Express7–14 daysYes

Note: Delivery windows are indicative and may extend due to customs inspections, local logistics delays, holidays, force majeure events, or remote-area routing.

6. Practical Delivery Experience (Non-Binding Information)

While the official delivery estimates above apply to all orders, we also provide the following practical information based on historical delivery performance. This information is shared for customer convenience only and does not constitute a delivery guarantee or modify the official estimates.

In many cases, Priority Mail shipments from Israel arrive faster than the official timeframe when sent to major logistics hubs in the regions below:

  • Central & Western Europe: Germany, Austria, Switzerland, Netherlands, Belgium, France, Italy, Spain, Portugal, Denmark, Norway, Sweden, Finland, Poland, Ireland.
  • North America: United States, Canada.
  • Asia-Pacific: Japan, South Korea, Singapore, Taiwan, Hong Kong, Australia, New Zealand.
  • United Kingdom: United Kingdom.
  • South America: Brazil.
  • Israel (domestic): Israel.

For these destinations, Priority Mail often arrives within 5–18 days after dispatch. Actual delivery times may vary due to customs clearance, local postal workload, seasonal demand, strikes, weather conditions, air-freight capacity, or other factors outside our control.

This section is for informational purposes only and does not replace or amend the official delivery estimates provided by Israel Post or the shipping method selected at checkout.

7. Returns & Refunds

Eligibility: You may return eligible items within 14 days of delivery, provided they are unused, unopened, and in original packaging (including seals/tags/accessories). Contact us for return authorization and instructions. Always use a tracked service.

Non-returnable: Perishables and opened cosmetics/personal care items (for hygiene/safety) unless defective or our error; customized items unless faulty.

Who pays return shipping: The customer pays return shipping, except where the return is due to our error (wrong/defective item).

Refunds: After we receive and inspect the returned goods, we issue refunds within up to 3 calendar days. We refund 100% of the product price minus shipping, customs, and other related costs already incurred. Refunds are issued via PayPal, unless otherwise agreed.

Free-shipping orders returned: If your order included free shipping and you return items, return postage is at your expense unless the error is ours. In exceptional cases, we may partially or fully cover return costs at our discretion.

Exchanges: Usually processed as a return plus a new purchase. Contact us if you need guidance.

8. Damaged Parcels (How to Report)

If your parcel arrives damaged, please immediately send photos and a short video of the product and packaging via WhatsApp so we can file a claim and resolve quickly.

WhatsApp: +972 58-584-2042

We will review and propose a suitable remedy (replacement, reshipment, or refund), depending on carrier assessment and our inspection.

9. Import Duties, Taxes & Customs

Your responsibility: For international orders, you are the importer of record. Any import duties, VAT/GST, brokerage, or customs clearance fees in the destination country are your responsibility and are not collected by us unless explicitly shown at checkout.

Delays & holds: Customs inspections can cause delays beyond our control. We are not liable for such delays or for items seized/returned by customs due to local restrictions.

Refusal to pay: If you refuse to pay duties/taxes and the parcel is returned, we can refund the product price minus shipping and any fees incurred, provided the item returns in sellable condition. If customs abandon/confiscate the goods, a refund may not be possible.

10. Limitation of Liability

To the maximum extent permitted by law, our total aggregate liability for any claim arising out of or relating to the Site or a product shall not exceed the amount you paid for the product giving rise to the claim. This limitation does not apply to liability that cannot be limited by law (including death or personal injury caused by our negligence, fraud, willful misconduct, or mandatory consumer rights).

Product Safety. Always review ingredients, warnings, and directions before use. If you have allergies, medical conditions, are pregnant or nursing, or plan to use products on children, consult a qualified professional first and consider a patch test. To the extent permitted by law, we are not liable for adverse reactions resulting from misuse, failure to follow instructions, or combining products contrary to warnings. Nothing in this paragraph limits liability that cannot be limited by law, including for defective products or our negligence.

11. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including but not limited to natural disasters, strikes, wars, pandemics, government actions, customs delays, carrier disruptions, or regional security events. Obligations are suspended during the event; we will resume performance as soon as practicable.

12. Intellectual Property

All Site content (text, images, logos, designs) is owned by GroundJerusalem.com or its licensors and protected by intellectual property laws. You may not copy, modify, or distribute content without prior written consent, except as permitted by law.

13. Age & Eligibility

You must be at least 18, or the age of majority in your jurisdiction, to purchase. If under 18, use the Site only with parental/guardian involvement and consent.

14. Governing Law & Disputes

These Terms are governed by the laws of the State of Israel. The courts of Jerusalem, Israel have exclusive jurisdiction, subject to any non-waivable consumer protections in your country of residence. Before filing a claim, please first contact us to attempt an amicable resolution.

15. Changes to These Terms

We may update these Terms from time to time. We will post changes here and update the “Last updated” date. Material changes may be announced on-site or via email where appropriate. Continued use of the Site after changes take effect constitutes acceptance.

16. Contact & Returns Address

Email: [email protected]
WhatsApp: +972 58-584-2042

Returns Address:
GRH
P.O.B 11386, Tsviya Ve-Yitshak 800
Jerusalem, 9111301, Israel
+972 58-584-2042

Always use a tracked shipping method for returns.

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