FAQ – Frequently Asked Questions

Personalization & Made-to-Order

Are your products custom / personalized?

Yes. Every Graco Design item is printed on demand after you place your order. We don't hold pre-made inventory — each piece is made specifically for you, ensuring a unique and custom experience every time you shop.

Can I modify or cancel my order after placing it?

You have a 2-hour window to modify or cancel your order. After this period, production begins and changes can no longer be accommodated. Please contact us immediately at support@gracodesign.com if you need to make a change.

Production Time

How long does it take to make my order?

On average it takes 5–8 business days to process and produce your order before it ships. There may be additional delays during holidays. Once shipped, you'll receive a tracking notification.

Shipping

Where do you ship?

We ship internationally — no matter where you are, you can order from Graco Design. Orders are shipped from our global production partners.

What shipping options are available?

  • Standard Shipping – $3.90 flat rate (no extra cost for additional items). Delivered via USPS in the USA; your local carrier is used elsewhere.
  • Express Shipping – $14.90 (additional items $9.90 each). Delivered via DHL Express / FedEx. Available in the USA, Canada, Australia, and most of Europe. Not available for all countries or all product types. Express shipping does not qualify with Free Shipping coupon codes.

How long does delivery take?

Standard Shipping (after production):

  • USA: 10–15 days
  • Canada / UK / Australia: 15–25 days
  • Rest of World: 30–45 days

Express Shipping (after production):

  • USA, Canada, UK, Australia & most of World: 4–7 business days

For full details, see our Shipping Policy.

Are customs duties or taxes included?

No. Custom duties, taxes, and import charges are not included in our prices and are the shopper's responsibility. Each country has its own customs laws and rates.

Sizing

How do I find the right size?

Please refer to our Size Chart before ordering. Because items are made to order, we encourage you to measure carefully.

What if my size is wrong?

Free size exchanges are available for footwear only (high tops, low tops, sneakers, boots, casual shoes, flip flops, faux fur boots, and slip-ons) if requested within 30 days of delivery. Size exchanges differing by more than two sizes from the original order are considered customer-input errors and are not eligible. Other catalog items are not eligible for size exchanges. Email support@gracodesign.com to start the process. See our full Return & Exchange Policy for details.

Returns & Refunds

What is your return policy?

We accept returns and exchanges within 14 days of delivery if the product is defective, the printing quality is poor, or the item is materially different from the design shown on our website. Items must be unused.

Because each item is made to order, we are generally unable to accept returns for change of mind, preference changes, or accidental purchases when the item matches its description.

For a damaged or incorrect order, we offer a free replacement or full refund — just email us at support@gracodesign.com with your order number and a clear photo of the issue.

What if my package never arrived?

If your order has not arrived after 30 days (US) or 45 days (international) from the ship date, we will issue a refund or replacement. Note: this does not apply to incorrect shipping addresses provided at checkout or missed delivery attempts.

How long do refunds take?

Refunds may take a few days to appear in your account. Check your PayPal account or contact your bank if you don't see it. Still having trouble? Reach out at support@gracodesign.com.

Full details are in our Return & Exchange Policy.

Tracking

How do I track my order?

Once your order ships, you will receive a tracking notification with a tracking number. Allow a few hours for the carrier's system to update after you receive the notification. If you haven't received tracking information within 8 business days of your order date, please contact us.

Support

How can I get help?

Our team is here every day to help you. You can reach us through:

We're committed to making sure every Graco Design experience runs smoothly for you.