Frequently Asked Questions

Due to recent events surrounding COVID-19, we are experiencing higher wait times for members opting to call in for assistance. If you have any general questions that don't require urgent assistance feel free to send us an email at hello@groomtote.com. Our Customer Care Specialists are always happy to help and typically respond within 24 hours! If you prefer, we're also available by phone Monday-Friday from 8:00 am -12:00 pm PST at 877-GRM-TOTE or 877-476-8683.

You can also change adjust your account information when you log into your account online.


Membership Questions

How does the membership work?

Step 1 – Sign up! After completing your membership sign-up, you will then be charged based upon the quarterly or annual plan you have selected. If you sign up for the Annual Membership, you will achieve automatic Groom Tote VIP status! Depending on when you sign up, your first box will either be the current Quarterly Tote or the Editor's Tote, offered between seasons. You will get an email confirmation of your order and will have access to your Groom Tote account immediately.

Note: Exclusive add-on product pricing is available for members only.

Your membership automatically renews (annually $396** USD or seasonally $99** USD) according to our seasonal billing/shipping schedule unless you decide to cancel before your upcoming bill date.

*Seasonal months are subject to change depending on the time of sign-up.

**All prices are listed in USD. Any applicable taxes and shipping fees will be detailed in your Groom Tote invoice.

 What membership plans do you offer?

We offer two different membership plans: Quarterly and Annual.

Quarterly Membership: If you sign up for the Quarterly Membership, you'll pay $99* each season. Your membership automatically renews each quarter unless you decide to cancel before your upcoming bill date.

Annual Membership: If you sign up for the Annual Membership you'll pay $396*, for 4 shipments and you will get automatic VIP status! You will not be charged for your membership again until the end of your annual term. Your membership automatically renews each year unless you decide to cancel before your renewal date.

Groom Tote VIP status perks: (included in the Annual Membership)

1. Additional bonus items in every shipment.

2. Exclusive early shopping window for add-ons and exclusive sales.

3. Early shipping, so your items will ship in our first shipping group.

Stay tuned for more!

Note for Quarterly Members: Contact us to upgrade your membership to an Annual plan to get VIP status. When you upgrade to an Annual Subscription, you'll immediately be charged $396* which will cover your next 4 shipments. Please note that an upgrade applies to future boxes and will extend your membership for an additional 4 boxes if you have already been charged for a pending quarterly shipment. Once you upgrade, you'll immediately have the perks of a VIP Membership.

*All prices are listed in USD. Any applicable taxes and shipping fees will be detailed in your Groom Tote invoice.

What’s your cancellation policy?

To cancel, log into your Groom Tote dashboard. There are no cancellation fees. Canceling your account does not provide you a refund for any paid boxes, nor does it stop a pending charge. Your cancellation will go into effect for the following billing cycle. You will receive a confirmation email after you have canceled.  

For Quarterly Membership cancellation, you must cancel before the next bill date or you will continue to be billed for the following quarterly box.

Annual Membership cancellation requests will go into effect at the end of the annual term. Annual Memberships pre-pay for 4 shipments and are non-refundable.

If you have any questions or would like to reactivate, let us know!


My Order

How can I contact Customer Care?

Due to recent events surrounding COVID-19, we are experiencing higher wait times for members opting to call in for assistance.

If you have any general questions that don't require urgent assistance feel free to send us an email at hello@groomtote.com! Our Customer Care Specialists are always happy to help and typically respond within 24 hours!

If you prefer, we're also available by phone Monday-Friday from 8:00 am -12:00 pm PST at 877-GRM-TOTE or 877-476-8683.

You can also change adjust your account information when you log into your account online.

What will be in my tote box?

Some of the items in your shipment are going to be a surprise - that's part of the fun!

Each box, tailor-made by your Groom Tote friends, includes a mix of equine wellness, equestrian fashion, home decor and more. We will be posting spoilers on our social media. Keep checking your email for exclusive Groom Tote offers.

When will I be billed?

Please view our Shipping and Billing Schedule for all details.

How much does shipping cost?

US Orders: Shipping for Seasonal Boxes to the contiguous U.S. is flat rate $15.00

Any Add-Ons or additional choice items will ship along with your box.

Will I be charged sales tax?

Sales tax will be charged for orders being shipped to the following states: Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Nebraska, Nevada, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming

What happens if my card gets declined?

Groom Tote is a membership, which means you will be automatically charged every quarter or year depending on your membership plan.

If we cannot successfully charge your card, your order will be placed on hold for 14 days. You will receive an email notification from us to update your billing information as soon as possible. We will attempt to recharge the card again at a later date.

If we are unable to charge you for the membership on the billing day but manage to do it at a later date, your order will be shipped out with a delay. Please note, we cannot guarantee that your chosen items will remain in stock.

Do you take returns or exchanges?

Groom Tote purchases are final sale and non-refundable. We do not accept returns or exchanges of quarterly shipments, box items, Add-Ons, additional box purchases, or sale orders. Any returns made to us will not be eligible for a refund.

What do I do if my order is damaged during shipping?

Any missing, damaged, lost, defective, or wrong/incorrect item(s) must be reported within 2 weeks of your delivery date. Please send us an email and our Customer Care team will assist you with filing a claim and/or getting your items replaced.

I have a problem with a product I received

If there is a problem with an item you received please send us an email with a photo and description of what happened. Our Customer Care team will investigate and find a proper solution for you.