Shipping policy
Shipping Policy
At House of Graeme, we take care to prepare and ship each order as efficiently as possible. The following policy explains our processing, shipping, and delivery practices.
Order Processing
In-stock orders are typically processed within 2–5 business days after payment is successfully received.
Processing times do not include weekends, holidays, or carrier transit time.
During launches, promotional periods, or periods of high order volume, processing may take longer. Any significant expected delays will be communicated when possible.
Preorders
Preorder items have longer fulfillment timelines because they may be produced, reserved, or ordered specifically for an upcoming release.
Estimated shipping or delivery dates will be provided on the applicable product page when available. These dates are estimates and may change due to manufacturing schedules, supply-chain delays, customs processing, transportation disruptions, or other circumstances outside our direct control.
If your order contains both in-stock and preorder items, the order may be held until all items are available unless otherwise stated.
Shipping Rates
Shipping charges are calculated and displayed at checkout based on the shipping method selected, destination, package size, and other applicable factors.
Any available free-shipping promotions will be subject to the terms stated at the time of the promotion.
Delivery Estimates
Estimated delivery times begin after an order has been processed and transferred to the shipping carrier.
Carrier delivery estimates are not guaranteed. Delays may occur due to weather, holidays, high shipping volume, customs processing, carrier disruptions, or other circumstances outside House of Graeme's control.
Tracking
When tracking is available, customers will receive shipment confirmation and tracking information after their order has been dispatched.
Please allow time for tracking information to update after the carrier receives the package.
Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an error in your shipping information, please contact us as soon as possible. We will make reasonable efforts to update the address before shipment, but changes cannot be guaranteed once an order has entered fulfillment.
House of Graeme is not responsible for delivery issues resulting from an incorrect or incomplete address supplied by the customer.
Lost, Delayed, or Missing Packages
If tracking indicates that your package is delayed or appears to be lost in transit, please contact us so we can assist with reviewing the shipment and, when appropriate, working with the shipping carrier.
If tracking shows a package as delivered but you cannot locate it, please check around the delivery location, with household members or neighbors, and with the carrier.
We will make reasonable efforts to assist with carrier claims or delivery issues, but replacement or refund eligibility will depend on the circumstances of the shipment.
Damaged Packages
If your order arrives damaged, please contact us promptly and include your order number and photographs of the packaging and affected merchandise when possible.
We will review the issue and determine the appropriate resolution.
International Shipping
If international shipping is offered, customers are responsible for any applicable customs duties, import taxes, brokerage fees, or other charges imposed by the destination country unless otherwise stated at checkout.
International delivery times may vary significantly due to customs processing and local carrier practices.
House of Graeme is not responsible for delays caused by customs authorities.
Returned or Undeliverable Packages
Orders returned to House of Graeme because of an incorrect address, refusal of delivery, or inability of the carrier to complete delivery may require additional shipping charges before the order can be resent.
If a returned package is refunded instead, original shipping charges may be non-refundable.
Contact Us
For questions about shipping or an existing order, please contact House of Graeme through the customer service information provided on our website and include your order number whenever possible.
Effective Date: September 28, 2026