Estimated Delivery Time
Estimated Arrival Time=Order Processing Time + Shipping Time
When estimating your order arrival time, please include both order processing time and shipping time.
If you place an order on Friday through Sunday, we will begin to process your order on the next business day (typically Monday).
We're working hard to process your order.
All of our products are handmade by our expert craftsmen and will require 2-3 business days for order preparation. In most cases, orders will be prepared within 48 hours of your order submission.
Note: Once an order has shipped, it cannot be canceled or edited. If your order has already been processed, you'll be covered under our Returns & Exchanges.
* Individual remote areas may not be able to use express shipping, we will use standard shipping and contact you by mail to arrange a refund of the express fee if you pay for it.
*Business days do not include local holidays or weekends.
**Note about COVID/Supply Chain Issues：
It's our top priority to make sure your orders get delivered to you as soon as possible. Due to the impact of the COVID-19 epidemic and supply chain issues, the delivery delays may occur and may be out of control. We appreciate your patience and understanding.
I'm missing an item in my package.
If your total order contains an item that is on back-order, we will prioritize all in-stock inventory and ship these out first. If your order is on backorder, we will notify you that you will receive multiple packages. For questions or concerns, please email us at firstname.lastname@example.org.
How do I check my order status?
You can check the status of your order through the My Orders page. You will also receive periodic emails relevant updates about your order, including tracking numbers, inventory updates, etc.
Or, if you have any questions, please email us at email@example.com. Please allow 24-48 hours for a response from our customer service team.
What if I entered the wrong delivery address, telephone or email at check out?
To ensure that your package is properly delivered on time, please make sure that your address is correctly entered and includes all relevant and/or required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical for ensuring timely delivery.
If you entered in the wrong delivery address or other contact information, please contact us immediately after placing the order at firstname.lastname@example.org.
Please note that we do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.
Should I enter my mobile telephone at check out?
It is recommended that you enter in your mobile phone number at check out to ensure smooth delivery of your order. Please keep the mobile phone unblocked, which can ensure faster delivery.
Do you ship to PO Boxes?
Your package can be delivered to a PO BOX. However, it depends on the carrier's policies and the type of service chosen. Please keep track of your package's shipping status so you don't miss out on important information.
My package has been lost or stolen.
If you believe that your package has been lost or stolen, or that your package was delivered by the carrier but you have not received it, please contact us at within 10 days to file a claim..
We will assist you in completing the claims process with the carrier.
Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).
Grae Cove is not held responsible for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.
Out of stock items
If your order includes multiple items and one (or more) of the items is out of stock, we will go ahead and ship the rest of your order. We will contact you with the next steps on an out-of-stock item via email.
Our Shipping Disclaimer
Grae Cove reserves the right to solely define and limit, refuse, and/or cancel orders from customers at any time due to:
● An irregular or excessive returns history indicative of “wardrobing;”
● An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items;
● Potential fraudulent or criminal activity.
Note: business days do not include Saturdays, Sundays, or Local Holidays.