It’s possible you may be charged an international transaction fee by your bank as our payment gateway was registered outside the USA. This charge comes directly from your bank and is outside of our control.
| PLACE AND TRACK ORDER | |
| I’ve placed an order with multiple items recently, can I combine them into one package? | Since we have several different warehouses USA, not all items are stored in one place. When you order multiple items at a time, each item will be shipped out separately. So you will probably receive one item before the next. Don’t panic if you don’t receive all of your items at once…they will get to you! |
| If the items are shipped separately from different warehouses, do I have to pay more shipping fee? | No, shipping costs will vary depending on the shipping destination and the number of items that you purchase |
| How do I track my order? | First, we’ll send you an order confirmation email after you place your order. Then, within 3-7 days, we’ll provide you with a tracking number via email. If you don’t receive the tracking number or have any issues with tracking, please feel free to reach out to our customer service team. For any assistance, please feel free to contact our Customer Service through email [email protected] |
| SHIPPING & HANDLING | |
| When will my order ship? | We process orders on business days which are Monday through Friday, Eastern Standard Times, and exclude holidays observed by the Post Office: New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
Processing Time: 1 – 5 business days (in regular seasons) or more depends on holiday seasons. |
| How long does delivery take? | Shipping time depends on your location
Standard & Free Domestic Shipping: 4 – 7 business days (in regular seasons) or more depends on holiday seasons. Express Domestic Shipping: 2-4 business days (Cannot be delivered to a PO Box)
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| Do you deliver products internationally? | Currently, we only sell and ship within the United States, but we hope to expand our reach in the future. |
| The tracking site says Delivered but I haven’t received my order yet. | We provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. You can contact our Customer Service for further assistance. Please note that we are not responsible for any stolen packages. |
| I tracked down my order and the status says Return to Sender, what should I do? | In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement. |
| What about PO Boxes, APO, FPO, DPO, and US Territories? | It’s so sad that we are not allowed to ship to APO, FPO, or DPO addresses. |
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The tracking information for my order hasn’t been updated in several days. Is there something wrong? |
Our postal service can take some time to scan packages into their mail stream and update the tracking information. Please allow 4-7 days for the carrier to scan your package into their system. Most carriers aren’t scanning packages and updating trackings frequently. Here are some reasons behind tracking information may not be updated:
If it hasn’t been updated for 7 – 10 days, please contact out support team Contact Us and one of our agents will assist you right away. |
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Do you offer expedited shipping? |
We regret that we are not able to offer expedited shipping. To estimate when you can expect your order, please refer to the time frame: https://gracilia.com/shipping-delivery-info/ |
| OTHER POLICIES | |
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My order arrived damaged/broken/defective. |
We’re sorry you received a parcel with damaged/broken/defective items! We pride ourselves on using good-quality packing materials to keep things protected, but we can’t always control what happens in transit. Let us know by contacting our support team via Contact Us with photos of your order and the received package’s cover including the detailed shipping label, we’ll do our best to get this sorted for you. |
| How secure is my personal information? | The Gracilia team adheres to highest industry standards in order to protect your personal information with the best security solutions. Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the Internet for processing payments safely. |
| PAYMENT | |
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Why was I charged an international fee for my order? |
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Why is my card getting declined? |
There may be several reasons why a transaction does not go through. We recommend checking the following list of possible reasons and reaching out to your credit card issuer/bank for further information. Insufficient funds Check the funds available in your bank account. Card is expired Check the expiry date shown on your credit or debit card. Withdrawal limit exceeded You may have reached a daily limit for a single vendor that could be set up by your card issuer or bank. Contact your bank for further information or retry the following day. Card is blocked Please try again in 30 minutes. If that doesn’t help, contact your bank or try adding a new card. A technical error occurred Please retry the process at a later time. Bank declined the transaction Please contact your bank for more information. |
| FEEDBACK | |
| Your satisfaction is our utmost priority. We want you to have beyond-expectations shopping experience with us, so we’ve provided this spot to hear anything from you. We welcome any comments, suggestions, praise or criticism you may have. If you need help with an order, please email us at [email protected] |
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