What's the status of my order?

You can find the status of your order inside the confirmation & shipping update emails you receive from us.

Simply search your email for "Groomsday" and find your order confirmation email with your order number from us. This contains a link to your order status page as shown in the screenshots below:

If your tracking number begins with:

• '231', '232', '233' or '809' then it was shipped via SF-Express - http://www.sf-express.com (typically 5-7 business days to deliver once in transit)
• '1Z' then it was shipped via UPS - https://www.ups.com (typically 2-7 business days to deliver once in transit)
• '9' then it was shipped via USPS - https://www.usps.com (typically 2-7 business days to deliver once in transit)
• '78' then it was shipped via Fedex - https://www.fedex.com (typically 2-7 business days to deliver once in transit)

You'll also receive a series of emails as the shipping status of your order progresses, all the way up until the point of delivery.

All of our shipping estimates are based on the time to ship out from our warehouse. We do not estimate the time it takes to reach you once in transit as is very hard to calculate due to various factors. This being said, you should ensure you've given yourself plenty of time to receive your order and did not wait until the last minute to order your items.

Canadian Shipments

We ship to Canadian addresses as provided during checkout, however we are not responsible for any customs duties or tariffs and will not reimburse these charges for any reason.

Any personalized order refused by customers attempting to avoid duties charges cannot be returned.

Our prices are in US Dollars, but if you are ordering with a credit card from a different country your card company will calculate the exchange rate difference.

My order is taking an unusual amount of time to deliver

If you have been waiting an abnormal amount of time for your shipment (ie: weeks or a month) there may be a problem with the shipment at the point of shipping origin or it may be stuck in customs.

Please contact us so we can review your order.

My package is being held at my country’s customs station, can you help?

Unfortunately, we are unable to assist in situations where your package gets held up at your country’s customs. Simply contact the shipping carrier (specified by your tracking number) to resolve the matter ASAP.

My package's tracking number says "Failed Delivery" or is not able to be delivered!

This usually happens if you entered your address incorrectly. Simply contact the shipping carrier ASAP (specified by your tracking number) to resolve the matter ASAP.

My package’s tracking information says it was delivered but I didn’t receive it

In some cases packages were delivered but left in an unusual place. Double check all areas where the carrier could have left the package. Unfortunately, we cannot provide refunds or replacements on shipments where the tracking number has a confirmed status of delivery. Simply contact the shipping carrier (specified by your tracking number) to resolve the matter.

Unfortunately, sometimes (very rarely) customer's packages go missing or get stolen after being delivered. While we regrettably hate when this happens, we cannot assume responsibility for the security in and around your home and cannot provide refunds for items that go missing or get stolen. Our responsibility is to deliver your order to the address you supplied at checkout with verifiable proof via your order's tracking number. 

Should this happen, please file a claim with the shipping carrier ASAP to see if they are able to compensate you for the missing or stolen package.

My tracking status is blank or has no information

Tracking numbers are often created first before there is any information associated with them. If you recently placed your order, please give it the allowable turnaround time as specified on the website.

Please ensure you've checked your order status page for the most up-to-date info on your order.

All of our shipping estimates are based on the time to 'ship out' from our warehouse. We do not estimate the time it takes to reach you once in transit as is very hard to calculate due to various factors. This being said, you should ensure you've given yourself plenty of time to receive your order and did not wait until the last minute to order your items.

If it has been abnormally longer than the time stated 'ship out' time on the website, please contact us.

Refused Shipments

If a shipment comes back and has been refused for any reason (including incorrect information such as address), we will contact you immediately via email. We will keep the shipment for 10 business days from our point of contact, then it will be disposed of if no return contact has been made. No credits will be given for refused shipments and you would need to pay additional shipping charges to have it re-shipped.

Receiving Multiple Shipments

Items may be shipped from multiple fulfillment centers with different packaging types and may arrive separately. You will not incur additional shipping charges under these circumstances. When necessary, we reserve the right to adjust shipping methods as long as your order is still processed and delivered on time. As items in your order ship, we will notify you via e-mail or you may click on the "Track Order" button in the header for tracking information on your order.

What shipping methods do you have?

You can opt for standard ground shipping or upgrade to express shipping during checkout. We also provided upgraded production to skip your order to the front of the line. This is separate from shipping costs.

Can I add more characters than the character limit allows?

Character limits are hard limits and cannot be exceeded due to the nature of the item being personalization and allowable space for personalization.

Can I buy accessores, parts or components for my product alone?

Unfortunately we don't sell accessories, components or pieces or the products like watch bands/straps...etc.

Cancellations

Orders cannot be cancelled once they are in production due to the nature of personalization and the inability for us to sell the items to another customer.

Orders go into production almost immediately after the order is placed. Because of this we are not able to cancel orders once they're placed.

Please contact us to see if there are any other options in this case.

Can I use symbols or other non-alphanumeric characters?

Unfortunately, we cannot accommodate symbols outside of alpha-numberic (A-Z, 0-9)

Do you provide proofs?

Unfortunately, we do not provide proofs. We prefer getting your items to you as quickly as possible and providing proofs slows down our turnaround time. You can rest assured that the product photos on our website are an accurate representation of what you'll receive.

How do I personalize an item?

Simply click the “Personalize & Add to Cart” button on the product page to personalize your item with the given personalization fields. When you've finished adding your personalization, simply add your items to your shopping cart and finish checking out.

For personalizing multiple items: Simply choose the quantity of items you’d like to personalize then click the Personalize & Add to Cart button on the product page to personalize your items one-by-one. At the end of personalizing each item you can add all of them to your shopping cart.

Please note: Personalization is required on 99% of our products.

Please review your spelling, as we are not responsible for mis-entered requests and engraved items cannot be returned. We reserve the right to disallow any messages that are deemed racist, homophobic or otherwise considered hate speech.

I need to make changes to my order!

We will try to intercept the order and request changes but we cannot make guarantees that this will happen once an order is in production, which happens almost immediately after an order is placed. Please contact us ASAP.

I can't find the product that I see in other customer's reviews...where is it?

We do often change our product lineup based on popularity to ensure we're offering only products customers want. If you're not able to find a certain product on our website, then it no longer exists in our product line.

I see different versions of a product. Which one will I get?

You'll always get what is displayed in the main product photos. In some cases, customer photos may show an old version of the product that we longer carry.

I want what's shown in other customer photos. How can I get that version of the product?

We occasionally discontinue designs or features of a product based on popularity or other reasons. The product that is displayed on the respective product page is the most up-to-date version of the product and the version that we are currently offering.

There is a missing field when I try to personalize my item. What should I do?

If for any reason there is a missing option or field when you go to personalize your item, simply put your personalization details in the Cart Checkout Notes, and we'll accommodate your request as normal. Please mention what trouble you had and we'll fix it ASAP!

Out of Stock & Backorders

In the unfortunate case that we should be out of something in your order, we will contact you by email immediately to suggest an alternative or provide an estimated timeline for delivery. If we cannot provide a similar product or get the new stock to you in time, we will refund the respective amount for that item.

What payment options do you accept?

We accept all major credit cards & Paypal.

Why does my item have imperfections, variances or marks?

Many of our items may have slight variances due to the nature of the product. Items that contain wood, leather, stainless steel or other materials may have variances or ‘marks’ that are unique to that specific item. These are not defects and are considered normal.

The following are instances of variances and are not considered defects:

Wood grain
Leather color variation or fade
Wood stain color variation
Stainless steel ‘lines”

Orders that contain these types of variances do not qualify for replacement as they are stipulated to be within range of reasonable variance based on the organic materials used during the manufacturing process.

Will I receive my order by my deadline?

All production timelines are given on each product page below the "Personalize & Add to Cart" button with the estimated date that it will take to ship out. These estimates are not delivery dates, only the dates to ship out from our warehouse.

You will need to allow enough time for shipping on top of the normal production period. It is your responsibility to ensure you are ordering with enough time in advance to receive your shipment. It is recommended to order at least 2-3 weeks ahead of any event.

Event Deadlines

We do not cancel orders due to a customer ordering too close to their deadline. We do not guarantee that we will meet your deadline or provide refunds or cancellations if your deadline is missed but we will use any supplied information about your deadline to help us communicate with you if any additional shipping upgrades are needed.

Orders are processed Monday through Friday. All packages are sent through USPS, UPS, SF Express, FedEx, DHL, or Spee Dee Delivery Service.

State Tax

Any orders shipped outside the state of our tax domicile will not be charged sales tax. Items sent within the state of our tax domicile will be charged the applicable state sales tax rate.

Tariffs & Import Duties

US Customers:

Due to the ongoing trade war with China we are experiencing occasional instances of customers being asked to pay an import duty from goods that are sourced from our China based warehouses. We understand this is not expected and apologize for the confusion.

When this happens please do the following:

1. Pay the fee so that you can receive your shipment
2. Provide proof of the payment of the fee you paid to us at service@groomsday.com
3. We will refund this amount from your original purchase

We again apologize for the inconvenience.

Canada Customers:

We are not responsible for any customs and duties or tariffs and will not reimburse these charges for any reason. If you are concerned about international duties fees please contact your local carrier to find out if this would apply to your order. Since the majority of our warehouses are US based, we cannot control how Canadian customs decides to apply duties or not and thus unfortunately cannot cover duties incurred for our Canada customers.

Incorrect Personalization, Damage, Defects or Missing Contents

When We Can Replace

In these situations we will replace your item at no charge:

• Incorrect personalization (only if it is shown to be our fault)
• Shipping damage
• Substantial defects (missing/faulty pieces or components)
• You received the wrong order by mistake (rare)

For these cases please contact us and we'll resolve your issue ASAP.

When We Cannot Replace

• Incorrect personalization submitted by you during checkout (unfortunately, you will need to order again)
• Color or natural variations in the product, such as wood color, leather tone/fades or other material variations. While we do our best to accurately show our products, we cannot guarantee that an item will look 100% like the product photo. Small variances may occur as is the reality of dealing with organic materials.
• You don't like the font or design as was originally displayed on our website prior to purchase.

My item looks different than what is pictured on your website.

We do our best in making sure each item is represented accurately. There are some products which have inherent variances due to the nature of the item. Please check the product photos and description to fully ensure you understand what to expect when purchasing.

We do not give refunds or replacements based on product variances, such as wood grain, leather color or other natural variances, which are inherent to the item. We also do not give refunds if you do not like the font or design used on an item that is displayed on the website prior to ordering.

If there is a blatant defect or you received the wrong item entirely, please contact support.