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Our Store Policies

In today’s online market, honesty is the best policy. That’s why we designed the most generous and transparent store policy for our customers. Read below to learn more and don’t hesitate to contact us with questions!

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Store Policies: Store Policies

Shipping Policy

What You Need to Know

Grãtfǝl offers embroidered, heat-pressed, hand-sewn, and customized products. All of our items are made with love, packed with care, and insured for their full retail value upon shipping.


Order Processing and Shipping

Most orders are generally shipped within one week unless other arrangements are made. If you have a request for expedited or delayed shipping enter the information in the 'Special Instructions' section at checkout.


Shipping Address and Phone Number

Please be sure to fill out your shipping address accurately and entirely. Your phone number is required at checkout in case we need to get in contact about a shipment. We will generally send an email first, but find it beneficial to have your phone number on file in case we need to get in touch with you right away and/or you do not respond to email correspondence. 


Unclaimed / Returned Packages

If a package is returned to Grãtfǝl due to an unclaimed delivery notice (when a signature is required) OR incorrect shipping address provided by a customer, the customer will be responsible for the cost of re-delivery. Grãtfǝl is not responsible for packages delivered incorrectly or lost due to incorrect shipping information provided by a customer.


Damaged Item?

Unfortunately, the best-packed shipment can suffer shipping hazards. Please check all packages immediately and contact us within five business days of receipt if there is a problem. Send an email detailing the damage along with photos of the damaged item(s) and packaging and we will file a claim. Hold on to all products and packaging materials until the claim is processed - the shipper may need to review them. We will replace or exchange your item if possible, give store credit or, in the case of one-of-a-kind items, we may provide a refund. If you do not provide sufficient damage information and images, or hold onto the packaging materials we will not be able to process a claim, therefore we will also not be able to provide an exchange, store credit or refund.


Wrong Item Received?

Every now and then we have an off day which results in a mix-up of shipping labels or packing the wrong item. Please check your package immediately upon receipt to confirm it is the correct item(s) and contact us within three business days of receipt if there is a problem.  If we accidentally packed the wrong item, we will send you a prepaid shipping label to return the item to us and send you the correct order. If we mix up packing labels with another order, we will send you and the customer that received your package new prepaid shipping labels so you can mail the shipments to each other.


General Notes:

- All North Carolina residents will be charged sales tax.

- All orders are packed and shipped from Grãtfǝl.

- Shipping/handling costs are nonrefundable and are not included in store credit.

- Shipping as a gift? We can include a note at your request and remove the invoice.

- Sorry, we do not offer gift wrap.

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Store Policies: Shipping Policy
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Returns

Cancellation Policy

No cancellations may be made once your order has been placed. We will not cancel orders once it has been processed (typically within a couple of hours of purchase). Once an order is placed, your purchase is processed and begins to be prepared for shipment. Therefore, due to the nature in which we process, design, and produce your order along with the need to purchase some materials, we do not accept cancellation of any orders. PLEASE check your order over carefully that you have ordered your items just as you want them, as each item is customized to the specifications of each order.


Return Policy

As items at Grãtfǝl are usually customized products and are free of material defect at the time of shipping, there is no return or exchange on any item(s). Please inspect your items upon delivery, if for some reason we have missed a problem, please let us know within 3 days of receipt. After 3 days, no replacements will be given. Embroidery fonts and vinyl/thread colors can vary, and we are not able to return or redo any item for mistakes with your monogram order or if you are not happy with the way that a letter or color looks. Please note that actual colors may vary slightly from images shown due to monitor and screen settings. Grãtfǝl is NOT responsible if you are not happy with the font, size (of clothing or decals), or color you chose. Personalized items are final sale.

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Store Policies: Return Policy
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