FAQ

ORDERS & PRE-ORDERS

Where is my order?

All in-stock, non-preorders will be filled within 7-10 business days of being placed (not including weekends or holidays).

Orders are packed and shipped in Conyers, GA. Shipments are made via trackable service. You will receive an email with tracking information as soon as your order is headed your way.

Please allow 1 day for tracking information to update on your order. If you are unable to track your order, please let us know and we'll be happy to assist. 

All claims must be made within 60 days of your purchase.

Service Impacts

All major carriers are experiencing system wide fulfillment delays due to COVID-19 and increased volume. Please allow for additional shipping time for your order.

FedEx Announcement

DHL Announcement

What do I do if my shipment is delayed in transit?

We encourage you to reach out to the carrier of your package to inquire about your shipment. Phone numbers are listed below and most carriers have a chat support program available on their website for immediate assistance.

DHL - 1 (800) 225-5345

USPS - 1 (800) 275-8777

FedEx - 1 (800) 463-3339

If International/not in the US, please contact your local post to see if there are any duties or customs that need to be paid before you receive your order.

What is a pre-order?

Pre-orders are orders taken prior to the official release of an album or product.

Because we do not store credit card information, payment is taken in full at the time you place your order.

When will my pre-order ship?

We do our absolute best to ship pre-orders so they arrive on or before the official street date / date listed on the product details page.

My order hasn’t shipped yet; can I add another item to it?

Unfortunately, orders cannot be combined once submitted. Please complete a new order for your additional items.  

 

REFUNDS, RETURNS AND EXCHANGES

What is your Returns and Exchanges policy?

Please follow the Return / Exchange Instructions below within 10 business days of receiving your shipment.

If you have received damaged, defective, or incorrectly shipped merchandise, we will gladly replace or refund the merchandise without additional charge.

If you are not happy with your purchase, original shipping and handling charges are not refundable and you will be responsible for all costs associated with the return shipment, including a $5.00 restocking fee.

All items must be returned in their original condition with tags attached and must not be washed, worn, or altered in any way. Media must not be opened or removed from its plastic wrap. All refunds or exchanges must be requested within 30 days for domestic orders and 60 days for international orders. The Grace VanderWaal Store is not responsible for any items returned to us via a non-trackable delivery method that are lost in transit.

Return / Exchange Instructions:

Email our Customer Service team at gracevanderwaal@support.sparkart.com with the following information:

  • Order confirmation number
  • Specify if you are requesting a return or exchange
  • First and last name
  • Mailing Address
  • Phone number
  • What you are returning and why

Mail your return to the address below and include all the information above with your return. We highly recommend that the items be returned to us using a mail service that provides tracking or insurance.

Grace VanderWaal Store
c/o Clique Here, Inc.
801 Blacklawn Rd STE N
Conyers, GA 30012

Once your return has been received, we will exchange your item or credit your credit card accordingly. Please allow 3-4 weeks for your return to be processed.

Items That Cannot Be Returned or Exchanged:

The items listed below cannot be refunded, returned, or exchanged. All sales of these items are final except only in the case of a manufacturer's defect, backorder, unshipped pre-order, or undeliverable package.

  • Any apparel item deemed by the Grace VanderWaal Store to show obvious signs of use.
  • Any item that is not in its original condition for reasons not due to an error on the part of the Grace VanderWaal Store.
  • Any physical media (CDs, DVDs, Vinyls, etc) that has been opened (removed from its plastic wrap)
  • Underwear or Bathing Suits
  • Music or Book Pre-Orders
  • Any autographed, collectible items
  • Any downloadable media
  • Bundles
  • Anything listed as Limited Edition
  • Sale or Clearance items

The Grace VanderWaal Store will not re-ship any order or refund any customer whose order is not received due to an incorrect shipping address provided by the customer.

Canceling or changing an order

If you need to cancel or change your order, please contact us at gracevanderwaal@support.sparkart.com or chat with our fulfillment support team within 30 minutes of your order being placed. Please write in with your order # and we will do our best to help you out. After that, we cannot guarantee that we will be able to honor the change.

Our chat business hours are 9:00am - 5:00pm (PST) Monday - Friday.

Please allow up to 48 hours for a response when sending an inquiry via email. Please note, sending multiple e-mail inquiries will cause delays in our response time.

 

INTERNATIONAL ORDERS

All international orders have an estimated delivery time of 1-6 weeks. Shipping time not guaranteed.

Restricted Countries

Please note that we cannot ship to the following countries due to shipping restrictions:

Angola, Bahamas, Bermuda, Bolivia, Botswana, Brunei, Burundi, Cameroon, Cayman Islands, Chad, Chile, China, Congo - Brazzaville, Cook Islands, Costa Rica, Cuba, Curaçao, Czechia, Djibouti, Ecuador, Fiji, French Polynesia, French Southern Territories, Gambia, Guatemala, Guinea-Bissau, Guyana, Heard & McDonald Islands, Honduras, Hong Kong SAR China, India, Iran, Jamaica, Kenya, Kiribati, Kuwait, Laos, Lebanon, Libya, Luxembourg, Macao SAR China, Madagascar, Malawi, Maldives, Mali, Mauritania, Mauritius, Moldova, Mongolia, Montenegro, Morocco, Myanmar (Burma), Nepal, New Caledonia, Norfolk Island, North Korea, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Rwanda, Samoa, Saudi Arabia, Senegal, Solomon Islands, Somalia, South Africa, South Georgia & South Sandwich Islands, Sri Lanka, St. Kitts & Nevis, St. Lucia, Sudan, Suriname, Syria, Timor-Leste, Trinidad & Tobago, Tunisia, Tuvalu, Uganda, Uruguay, Vanuatu, Venezuela, Wallis & Futuna, Western Sahara, Zimbabwe

Customs and Duties

Any customs or import duties that are levied on your order, and/or customs declarations and regulations required once it reaches its final country of delivery are the sole responsibility of the recipient.

Unfortunately, we have no control over the application of charges, nor the number of charges to be levied.

International Shipping Methods

International Economy and Standard Shipping: This is done in conjunction with your local postal service. Shipments are trackable until they arrive in the destination country. If you have questions about your order you should contact your local postal service.

International Expedited Shipping: These shipments will be trackable from shipment until delivery.