Help

Payment failures can occur for various reasons, including but not limited to:

1) Bank's payment security protection;

2) Network error;

3) Cookie issues;

4) Insufficient funds;

5) Expired card;

6) Incomplete or incorrect card number;

Here are some suggestions that might help you successfully complete your payment:

1) Contact your bank – Inform them that the transaction is authorized by you and request payment approval;

2) Retry after 24 hours – If you have attempted payment three times with the same card, please wait 24 hours before trying again or use a different card;

3) Refresh & clear cookies – Reload the page or clear your browser’s cookies before attempting payment again;

4) Check card details & balance – Ensure your card is active, has sufficient funds, and that the card number is entered correctly;

5) Use PayPal as an alternative – If credit card payment is unsuccessful, you can also complete the payment via PayPal;

If you need to change or cancel your order, please contact Gracetoy at service@gracetoy.com within 24 hours of your purchase. We will confirm whether your order can be canceled or changed and get back to you as soon as possible.

In most cases, orders are processed and shipped the same day to ensure fast delivery. Therefore, it may not be possible to cancel or change an order once it has been submitted.

If you couldn't find the answer to your question on our site, please feel free to contact us:

Email: service@gracetoy.com;

LiveChat: If we are online, we will respond quickly. If we are offline, you can leave a message, and we will get back to you within 24 hours on business days.

1. First of all, please visit our website: https://www.gracetoy.com/

2. Find your favorite item, click it enter the product details.

3. Click BUY IT NOW. Or you can also add it to your cart at first, then check it out together with all the items you need.

4. Edit your delivery address and make sure all of your including delivery information are correct.

5. Choose the payment method, then click Place Order.

6. If you choose to check out with PayPal, just click Pay with Paypal.

7. Log in to your PayPal account.

8. Fill in your personal information correctly, then click Pay Now.

9. Choose the payment method, place order.

10. If you choose to check out with Credit Card, just click Debit or Credit Card.

11. Fill in your personal information correctly, click Buy Now.

You can check your order and logistics information in the Gracetoy member center as long as you haven't changed your browser or device. Orders placed within the past month will be visible in 'My Orders' (no login required).

Your anonymous orders won't be automatically associated with your registered account if you placed an order before registering. Therefore, if you made anonymous orders prior to registration and would like to access them, please reach out to our customer service team at service@gracetoy.com for assistance. They will help link your previous orders to your registered account. For orders placed after registration, they will automatically be linked to your account.

There are several scenarios where tracking logistics may not be available:

● The product hasn't been shipped yet.

● The product is prepared for shipping, but the tracking number hasn't been generated.

● The product is currently out of stock in the local warehouse.

● Delay due to system updates.

● Mismatched or incorrect tracking links or numbers.

If you wish to receive the most up-to-date and specific information about your order's status, please don't hesitate to contact our customer service team at service@gracetoy.com.

Gracetoy prioritize customer privacy, so we recommend that you consider becoming a member.When you register, your privacy remains secure on our website. By signing up, you'll unlock additional benefits, such as:

Get 15% off in your first order
Get the latest product discount offers
Check out faster

WUnited States, United Kingdom, Germany, France, Netherlands, Italy, Denmark, Sweden. We will ship the product from US warehouse, UK warehouse, Germany warehouse or China warehouse according to your address.

Your privacy is our priority. All orders are shipped in plain packaging with no indication of the contents. The package will not display "Gracetoy" or our logo. Only the necessary shipping information, such as addresses, will be visible. For more details on our discreet packaging, please visit our "Discreet Delivery" page.

(1) If you're not home when your package is delivered, the carrier will try to leave it in a safe location. If that’s not possible, you'll receive an email or a card in your mailbox with the next steps.

(2) If your package is taken to a local delivery office, it will be held for 10 days before being returned to us. Please bring the delivery notification (card, SMS, email, etc.) and a photo ID matching the delivery address when picking up your order in person.

(3) To avoid any issues, we recommend keeping an eye on your order's tracking status after it ships.

It indicates the current package status during transportation. You may refer to our status definition: Not Found / In Transit / Pick Up / Undelivered / Delivered / Alert / Expired. When tracking is completed, we will show the status according to all detailed tracking information.

Given that the package status is auto-judged by the system, it's only for information reference use. Kindly note 17TRACK website/apps work as an interface with the actual carriers. It is the info they enter into their database that we can get and present to you. But we are not responsible in any way for your shipment. In any instance, if the system gives you an incorrect package status, please don't hesitate to contact us.

To track the status of your order, please refer to the tracking information we have emailed to you. This email contains a link to the carrier's website and a tracking number that you can use to track your package.

Due to the intimate nature of our products, we only accept returns of unopened items with intact packaging and tags to ensure they are brand new for the health, safety, and peace of mind of our customers. Once a package is opened, products are considered used and cannot be returned unless defective.

To return a product, email us pictures of the unopened package within 180 days of purchase. After confirming the status of the package, we will provide you with a return address. Return shipping is at your own expense.

Please allow up to 3-4 weeks for us to receive and process your return. For status updates, contact us at service@gracetoy.com.

This policy applies to, but is not limited to, the following scenarios:

1) Duplicate orders due to operator error;

2) Change of mind;

3) Purchase of the wrong product;

4) No longer needed;

5) Price issues.

If an item is found to be defective within 180 days of purchase, contact us with the following information. After confirming the issue, we will replace it with the same item or a product of similar value.

1) Order number, SKU of the defective item, and a brief description of the problem;

2) Pictures or a video illustrating the problem.

1) If the parcel was delivered to the destination address but not received by you, no refund will be provided.

2) If the parcel is lost in transit, we will resend the same item.

3) If the parcel was delivered to a different address, we will resend the same item.

4) If a parcel is returned due to an incorrect address or failure to collect it within the specified time, we can arrange for the item to be resent. Please note that appropriate shipping fees will apply, and the exact cost will be communicated by our customer service team.

5) If a parcel is returned due to force majeure factors such as customs returns or post office returns without reason, we will resend the same item.

6) For all details, please contact our customer service department within 30 days of purchase.

If you believe you have received the wrong item, contact us within 180 days of purchase with the following information:

1) Pictures of the shipping label on the package;

2) Pictures showing the SKU on the product's plastic wrap bag;

3) Pictures of the entire package and the product.

1. Refund for Cancellation

To cancel your order, please contact Gracetoy at service@gracetoy.com within 24 hours of your purchase for a free cancellation.

2. Other After-Sales Issues

1) For any other after-sales issues or concerns, please contact Gracetoy immediately at service@gracetoy.com.