Site Help – Gracie Lai Company

Has my order shipped?

Click the “My Account / Order Status” link at the top right hand side of our site to check your orders status.

How do I track my order?

Click the “My Account / Order Status” link at the top right hand side of our site to track your order.

My order never arrived.

Click the “My Account / Order Status” link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

My product is missing parts.

When will my package ship?

Orders are usually processed and shipped within 10 business days from the time the order is placed. The day an order ships does not count as a day in transit. Orders placed from Friday to Sunday will be processed the following Monday and shipped within the next week.

Keep in mind that orders are processed in the order in which they are received. All orders are shipped from our location in Texas. Gracie Lai Company ships to all 50 U.S. states and follows the standard methods available by the shipping provider.

Gracie Lai Company cannot guarantee same day expedited shipping when an order is placed on hold for review.

My order is still saying pre-shipment, what does that mean?

When our staff creates a label to ship your package, you’ll receive a notification that your order has shipped. It can take anywhere from 24-48 hours to show tracking updates. Once a label is created the shipping provider is notified and a carrier is sent to pick up all packages. In most cases they pick up the same day. However, depending on their workload, it can take them 24-48 hours to pick up. Once your package is picked up, your tracking will update with an estimated delivery date.

My address is wrong on my confirmation.

If your address is wrong, please email us and we will update it. For fraud prevention we cannot change your entire shipping address. However, we will update minor errors (your zip code, apartment number, house number and etc).

How do I create an account?

1) Click the “My Account / Order Status” link at the top right side of our site.
2) Enter your email address.
3) Select “I am a new customer”.

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the “My Account / Order Status” link at the top right hand side of our site to edit your account information.

I forgot my password.

Click the “My Account / Order Status” link at the top right hand side of our site. Under the login box you’ll see a link that says “Forgot your password? Click here”. That link will send an email to you with your password.

When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the “My Account / Order Status” link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment. Orders are usually processed and shipped within 10 business days from the time the order is placed. The day an order ships does not count as a day in transit. Orders placed from Friday to Sunday will be processed the following Monday and shipped within the next week.

How do I return an item?

To start a return, you can contact us at connect@gracielai.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Low Price Guarantee

It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

I have a question on my charges.

Click the “My Account / Order Status” link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.

Click the “My Account / Order Status” link at the top right hand side of our site to print invoices

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your item(s).

How do I find my product?

To find the product(s) you’re looking for, you may (1) use the navigation menus on the top, right & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located on the top, right & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You’ll notice that anytime you scroll over something that is a link, your mouse cursor will become a “hand”. Whereas scrolling over anything that is NOT a link will leave your cursor as an “arrow”. You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I contact you?

Please click here for our company contact information