FAQ's

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:

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 graciejayandco@outlook.com to discuss your options. Please note that we do not ship orders without tracking.

 

Where do I leave a note on my order?

Notes can be left in your cart (before checkout). Click on the edit icon to open up a text box.

 

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.

 

I have a new shipping address and need to it on an open order that has not shipped yet. Can this be done?

Yes, we can change an address on open, unshipped orders. You will need to CONTACT US to have the address changed. It is something that we have to do from our end. Please remember to add your new address to your account and set it as your new default for future orders.

Unfortunately, once an order has been shipped, there is no way for us to intercept the shipment. If an order has shipped with the incorrect address, we suggest that you contact your old post office to see if they can help with setting up forwarding to your new address.

 

I received a notification that my order was cancelled, but I did not ask for it to be. Why was it cancelled?

A order may be cancelled for one of two reasons.

PRODUCT LIMITS: At times we have to limit the purchase of a product to a certain number per person. Ordering more than the permitted amount may result in order cancellation. Cancellation and refunds can occur at any time from the moment the order is placed, up until orders are being processed for shipping.

SHIPPING MULITPLE ORDERS TO THE USA: When combining orders for shipping to the USA, we have to create a fake order so that we can purchase a shipping label. Once we update your original orders with your tracking number we will void the fake order. The fake order is created only so that we can purchase a shipping label, and is the ONLY order that you should see cancelled.

 

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.

 

Why are some full collections on sale and some are not?

When deciding to discount a full collection, we have to factor in our wholesale discount, the shipping cost to us, brokerage fees and the current exchange rate, therefore we can not always offer a sale for each brand, and/or collection.

When we are able to offer a full collection on sale, it is only offered during the first pre-order of the collection. For any future pre-orders of the same collection, the full collection listing will be visible, however there will be no sale pricing offered.

 

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 graciejayandco@outlook.com is part of your trusted contacts.)