Frequently Asked Questions
WHEN WILL MY ORDER SHIP?Your order will typically leave our fulfilment warehouse within 3-5 business days from your order date. Please allow a 3-5 extra days for USPS to deliver your item. These timeframes may be longer in peak periods like Valentine's Day, Mother's/Father's Day and Christmas.
WHICH CARRIER DO YOU USE?We ship all items with USPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.
HOW LONG DOES IT TAKE TO ARRIVE?Typical delivery times are listed below however it is important to note that these are not guaranteed due to the ongoing issues facing supply chain and deliveries at the moment. Grand Love Co can not be held responsible for delivery delays as these are beyond our control.
- USA - Within 5-7 business days
- Canada - Within 7-10 business days
- Western Europe - Within 5-15 business days
- Australia/NZ - Within 5-15 business days
- Rest of the World - Within 5-20 business days
I DIDN'T RECIEVE MY ORDERPlease email us: email@example.com, quoting your order number from the confirmation email/SMS message. We'll help track down your order.
WHAT ABOUT INTERNATIONAL CUSTOMS FEES/TAXES?
We do our best to help ensure your item arrives as smoothly and quickly as possible, including labelling the package with all relevant information for customs authorities.
SHIPPING INSURANCEShipping insurance is offered at checkout. It's provided by Grand Love Co and covers you in case the item is lost, stolen, or damaged in transit. To make a claim, contact our support team by email - firstname.lastname@example.org.
Please note - shipping insurance is non-refundable once your order has shipped.
CANCELLATION & EXCHANGES
CAN I CANCEL OR CHANGE MY ORDER?We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.
Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.
MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?Please contact our support team for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.
We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.
CAN I RETURN MY PURCHASE?We hope you'll love the item you purchased. If there's any concerns about it or you are thinking of returning it, please contact our support team for assistance, explaining your reasons for wanting to return it. We offer a 30 day returns policy from date of purchase.
Please note, personalized items may be subject to a deduction from the refund amount as they cannot be restocked. Shipping and insurance is non-refundable.
MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTINGThis is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look.
It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.