FAQS

Frequently Asked Questions

1) How long will my order take?

Estimated delivery time = processing time + shipment time

Processing time: 1-3 business days for stock items. Processing time for custom products is 2-4 weeks. (Some custom products may require expedited processing time, please see the product page for details and additional charges)

Shipping time: (varies with processing time)

Available shipping methods are as follows.

-Postal Service (7-10 business days)

-Conventional shipping (5-7 business days)

-FedEx economy shipping (4-5 business days)

-FedEx or DHL emergency shipping (1-3 business days)

Postal service is only available for small orders weighing up to 5 pounds.

Shipping options and times vary by country/region. You can check shipping times by placing a mock order on our website. Please remember that shipping times are in addition to processing times. You will need to add the processing time and shipping time together to get a time estimate for your order. To check more shipping details, please click here.

How do I track my order shipments?

If you registered for an account when you placed your order

  1. Log in to your account (the "My Account" access link is located in the black bar above the web URL: https://www.gradplaza.com/account/login)
  2. In the Dashboard, find your order and check the status of your order. If it says "Complete", the order has been shipped.
  3. Click on "View Order" to go to the order information page where you will see "Track your item", click on it and you will get the tracking number and shipping company.
  4. If the tracking information is not shown on the tracking page, you can get the tracking information on the tracking page or on the carrier's website.

If you did not register an account when you placed your order

  1. Check the email you used for your order, search for GradPlaza email
  2. If the order has been shipped, you will receive an email with the subject line "GradPlaza: Order #1000xxxxx for shipment #1000xxxx".
  3. The tracking number and carrier information is located at the bottom of the email
  4. Please visit the carrier's website for tracking

2) Freight carrier tracking links.

USPS Tracking Links: https://www.usps.com/manage/

FedEx Tracking Links:https://www.fedex.com/en-us/tracking.html

DHL Tracking Link:https://www.dhl.com/en/express/tracking.html

3) Do you ship internationally?

Yes, we ship products worldwide. We ship products worldwide by post or Fedex, DHL or UPS.

4) What is the cost of shipping?

Shipping costs depend on the shipping method you choose and the number of orders you place. You can check the shipping costs by placing a mock order on our website, or if you need to place a large order, you can also contact our sales team for a quote

Payment

1) What payment options do you accept?

Online payment option 1: Credit and debit cards (VISA/Mastercard/Discovery)

Online payment option 2: PayPal (VISA/Mastercard/Discovery American Express)

Offline payment option: If you are unable to pay via the two online payment options above, you can still place your order via the offline payment option. Our sales team will contact you as soon as possible to obtain the pending order. Or, if you would like to pay by check, PO, bank transfer, Western Union, please also select the offline payment option and sales can provide you with an alternative payment method. If you choose to pay offline, please send us an email.

2) What if my credit card doesn't go through?

The main reason is a billing mailing address mismatch, which means that the address you fill in does not match the records of the credit card company that addresses it. Since most credit cards only check the zip code, please correct the zip code and try again. If it does not go through, please check the details and correct the address. If it still doesn't work, you can still try another payment method PayPal or place an order via offline payment and our sales team will contact you as soon as possible to get the pending order.

3) Do you accept purchase orders?

Yes, we do accept orders from schools or organizations. However, we may require payment prior to shipping. Please select the offline payment method and send your order to sales@gradplaza.com and our sales team will contact you as soon as possible.

4) Do you accept checks or money orders?

Yes, we do. Please select an offline payment method when placing your order and our sales team will contact you for check payment instructions.

5) Do you accept partial payments, such as large deposits?

Yes, but only for large custom orders over $5,000.

6) When I check my account, the money has been charged twice or more. What should I do now?

If you were charged twice for an order, or paid extra for the amount shown on the order, please contact us. We will check our account and once confirmed, we will issue a refund via Paypal within 2 to 3 days.

Products

1) How to choose the correct size of my dress?

  1. The size of the dress is determined by height. The head to toe height measurement is to be added to the extra inches of the girl wearing heels, please see the size chart here
  2. Size 51 means the length of the gown is 51 inches from the top of the gown to the bottom of the gown.
  3. Enlarged sizes are now available. Please select FF size for overweight people.
  4. For available sizes, please check the size options on the product page for details.

2) How do I choose the correct size for my choir robe?

The size chart is the same, please see the size chart here. Importantly, please note that when worn, the bottom of the robe will end at the calf. If you prefer to show your ankles, please select the appropriate size. Most choir members like to wear it around their ankles, so it looks great.

3) How do I choose my hat size, octagonal hat and sun hat size?

Our shiny or matte graduation caps fit all sizes, and the elastic band shell fits perfectly.

Doctor tam is also available in one size, but can be adjusted with the velcro shell.

Cap sizes range from S to XL.

4) How do I customize my doctoral gown?

Check the Dr. Gown detail page and fill it out step by step. Click here to link to the Dr. Gown page. You can customize the dress body, velvet and piping color. And place your school's emblem on the chest. We are pleased to give color suggestions based on your school and degree, but it is always at the discretion of the customer. If you have additional customization questions, please contact the sales team and we will be happy to help you with any custom styles.

5) How do I customize my graduation cap?

Follow the steps on the product page to fill in the desired color for your bachelor's cap. Colors include velvet color, lining color and herringbone color. The velvet color represents the degree color or field of study. The lining and herringbone colors represent your school colors. We are glad to provide color suggestions to our customers, but the decision should follow your school's graduation cap rules

6) How do I customize my graduation head cover?

Click here and follow the 3 easy steps below to customize your graduation photo.

7) How do I customize my diploma cover?

Click here to fill out the form to customize your graduation photo.

8) How do I customize my choir robe?

Our choir robes are available in a variety of designs, please see the Customized Choir Robes page for more information, click here. Or, you can send us your favorite design via a picture and we can try our best to customize it for you as well.

9) What is the processing time for customized products?

The customization time varies from product to product. For custom doctoral gowns and choir robes, it takes 2-3 weeks. For custom headgear and diploma certificates, it may take 3-4 weeks to complete. Fast service may be available in as little as 1 week, please check the product page.

10) Can you customize other styles or designs if they are not listed on the website?

Yes, we welcome clients to send us designs that you like but are not listed on our website. We always like to grow with our clients.

11) What is the main material used for robes?

Kindergarten and high school gowns, American graduation gowns are made of glossy or matte polyester fabrics. Luxurious doctoral gowns and clergy robes are made of the finest polyester fabrics. Church gowns are usually made of a high quality plain polyester fabric.

12) Are there other fabric options for custom choir robes?

Yes, we can offer a wide range of fabric options for custom choir robes. Please contact our sales team for more details

Orders

1) Do you offer free samples for bulk orders?

Yes, we do want to offer free samples to schools, churches and organizations to get a feel for our high quality before ordering in bulk. Please fill out the free sample form or contact the sales team. Sample shipping charges may apply

2) How do I place an order?

We strongly recommend that you place your order online for fast processing. However, we also accept orders via email and phone. You can also send us an email with your order information and then our sales team will respond and contact you about payment. You can also place your order over the phone and our customer service will help you every step of the way to complete your order.

3) How do I track the status of my order?

  1. Click the "Track order" button at the top of the homepage. Enter your email and order ID to view tracking information
  2. You can register an account during checkout. You can then access the account to track the status of your order very easily. If you do not want to sign up for an account, you can also view the emails we send you automatically, such as order confirmation emails, shipment emails, etc.

4) What is your return policy?

We usually accept order returns within 30 days of your receipt of the goods. For more information, please check the return policy page

5) Do you offer discounts for bulk orders?

Yes, we do offer quantity pricing for bulk orders, please check the detailed product pages for quantity pricing. In addition to this, we also offer discounts of 5%-20% on seasonal order quantities, please check our ad on the website or sign up for the coupon newsletter.

 Customer Service

Phone

 917-688-3402 (Direct)   

 844-472-3329 (Toll Free)

Hours of operation: Monday-Friday 9am-5pm EST

Live Chat

-If you have any questions about products, payment or shipping, please feel free to chat with us.

-Click on the orange widget at the bottom right of the page.

-If we are offline, please leave a message with your name or order number.

Questions before ordering

-If you have any pre-order questions, please email us at sales@gradplaza.com and we will get back to you within 24 hours.

Questions after ordering

-If you have additional questions about your order, please check your order status first via "Order Inquiry" or send a message online via Live Chat and we will answer any questions you may have about your order within 24 hours.

Once the order status shows "Completed", the order has been shipped.

Tracking shipping status

-When the order status shows "Complete", the order has been shipped.

-You can find the tracking number by logging into My Account or at the bottom of the shipping email. Please use the following links to obtain tracking information.

-(If the direct link to the tracking number does not work, please use the following tracking link)

USPS Tracking Links: https://www.usps.com/manage/

FedEx Tracking Links:https://www.fedex.com/en-us/tracking.html

DHL Tracking Link:https://www.dhl.com/en/express/tracking.html

DHL e-Commerce Tracking Link:https://ecommerceportal.dhl.com/track/

-If you cannot find the tracking number or are unable to track your order, please contact us. We are happy to assist you.

 Shipping and Handling

Expected delivery time

Delivery time = processing time + shipment time

Order processing time

-In-stock products: delivery within 1-3 business days

-Customized products: Shipment within 2-4 weeks

Expedited Service: We offer expedited processing for custom products. Please check the expedited option on the product page or contact us for details, additional expedited fees apply.

Mixed custom and stock orders: If your order contains both stock and custom products, the processing time will be calculated based on the custom product. We can also ship your order separately for an additional charge.

Shipping Time

It is based on the method you select at checkout. Please see below for shipping method information.

Estimated Delivery Date

We will provide an estimated delivery date at checkout below, which is based on the product's processing time and the shipping time you select.

Please note that delivery dates are estimates and are not guaranteed dates. Couriers do not deliver on weekends and may be subject to holidays and special events.

Shipping Costs and Methods (US only)

Shipping costs are based on your order total.

Grand Standard Shipping Expedited Delivery Priority Delivery

Total (8-20 business days) (5-7 business days) (3-5 business days)

Shipping Costs and Methods (International)

We ship to all over the world. International shipping costs and methods depend on the country/region to which the order is shipped, the weight of the order and the shipping company chosen.

The best way to get shipping costs and methods for your order is to place a mock order online.

Out of Stock

-If any item is out of stock, one of our customer service representatives will contact you by phone or email with an alternative item. We will ask if you would like to proceed with your order or change your order. You also have the option to return the item.

Track your order

Once the order status shows "Completed", the order has been shipped.

You can find the tracking number by logging into My Account or in the shipping notification email. We have listed carrier websites for you to access tracking information below.

USPS Tracking Links: https://www.usps.com/manage/

FedEx Tracking Links:https://www.fedex.com/en-us/tracking.html

DHL Tracking Link:https://www.dhl.com/en/express/tracking.html

DHL e-Commerce Tracking Link:https://ecommerceportal.dhl.com/track/

If you cannot find a tracking number or are unable to track your order, please contact us and we will be happy to assist you.