We will compile some of our most frequently asked questions here on one page for your convenience.
The following pages are also great places to find the answers to many questions:
- Turn Around Times, Restocks & Pre-orders
- Order Processing, Local Pickup & Shipping
- Shipping Policy
- Refund Policy
Do you offer free shipping?
We do! If your order is $100 CAD or more, it qualifies for free shipping.
Free shipping methods:
- Within Canada - Expedited
- To the USA - Tracked Packet USA
If you require a different shipping method, please reach out to us directly at email@example.com to discuss your options. Please note that we do not ship orders without tracking.
I received a shipping notification but there is no tracking information showing on the Canada Post website. Why is this?
It may take up to 2 business days for your order to begin showing movement in the system.
On very rare occasions, the package may show very little movement in the system. We are unsure why this happens, but it rarely does.
If you have placed an order from the United States, once the order crosses the border, Canada Post may no longer show updates until the parcel has been delivered. USPS will be the most accurate place to find updates for US customers.
Do you offer overseas shipping?
Unfortunately, at this time, we do not offer overseas shipping. We ship within Canada and to the USA only.
Why are my invoice amounts and bank/credit card/PayPal amounts different from each other?
Our prices are set in CAD.
If you receive an invoice that shows the CAD prices but you are located in the USA, the amount reflected on your method of payment will include the applicable exchange rate.
Unfortunately, we are unable to tell you what the exact exchange rate will be since they vary by financial institution and fluctuate throughout the day.
What is the difference between a pre-order and a pre-sale?
A pre-order is for products that have not yet been ordered from a brand. It is for a limited time, after which, the order is submitted to the brand. Typically the turn-around time for pre-order products to arrive at Gracie Jay can be up to 6 weeks (for packing by the brand, shipping to Gracie Jay and for customs clearance from International brands). Depending on the size of the pre-order, checking the order from the brand and packing our customer orders to prepare for shipping from Gracie Jay to the customer typically takes up to 14 business days.
A pre-sale is for products that have already been ordered by Gracie Jay. This helps to reduce the turn-around time.
Pre-sales are always capped (limited quantities), while pre-sales can be either open (no limits) or capped (if the brand has limited the number of products that Gracie Jay can offer for pre-order).
If you did not find the answer you were looking for, CONTACT US and we will be happy to answer your question.
(*NOTE: If you do not receive a reply from us in your Inbox, please check your junk/spam folder and ensure that firstname.lastname@example.org is part of your trusted contacts.)