Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. You are responsible for these fees.
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned. You will receive notice once the order arrives back to our facility. Please contact us asap how you would like to proceed and provide us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided.
If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address. If the package was not returned to sender, then you would have to process a new order to replace the original.
Requests to return/exchange products due to quality issue must be made within 4 weeks of delivery or we will not able to accept any return (received wrong item, color, size and other company error...), please send any evidence to firstname.lastname@example.org, we will resolve the problem as soon as possible.
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. We may ask for your help before doing that, like confirming that the shipping address was correct. It would also be good to get in touch with your local post office to try locating the lost order. Keep in mind that if tracking information states an order was delivered but your customer thinks they haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.
Any claims for misprinted/damaged/defective items must be submitted within 7 days after the product is received. For packages lost in transit, all claims must be submitted no more than 2 weeks after the estimated delivery date. For all exchanges or store credit request, please contact us within 7 days after delivery.
If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Gradwear won't cover the cost of reshipping or refunding the order. There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. You should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch." If you are unable to locate the package, you will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!