Shipment In-Transit Times

GROOVE STORE’s response to COVID-19
There is a lot of uncertainty surrounding the outbreak of COVID-19 and we want to assure our customer that we are taking all necessary precautions to follow the CDC and World Health Organization’s guidelines. Safety is of the utmost importance to us, so we are making sure that all appropriate health and hygiene standards are adhered to in the processing of your order.
Please note that there may be delays in the processing and fulfilment of your order. As a Los Angeles Area based business, GROOVE STORE is subject to local ordinances regarding COVID-19. Rest assured that we will do our best to get your order to you as soon as possible!! If you have any questions or concerns, please reach out to us at . Thank you for your patience and understanding.

To International Customer:
Until now, COVID-19 has caused more delays in international shipping than expected, both domestically and internationally. In some cases, it took more than two weeks to ship to the next city. Even today, worldwide delivery is still much showerer than we think it is.

Orders shipped from GROOVE STORE will be shipped to your country via the international Freight Facility at Los Angles Airport. Due to the heavy weight of international cargo at Los Angeles Airport, flight operations are still confused due to labor shortages. We cannot promise a schedule, but we’ve decided to resume shipping for non-US customers. If you can accept that it may take up to 3 months after shipping, please place an order.

International Shipping will be restarted.
Shipping Method:
    USPS Priority Mail International
    USPS Priority Mail Express International
    UPS Worldwide Expedited
    UPS Worldwide Saver

If you are hurry, we recommended that you continue to use the transfer service below.

Best Regards,

Q,My shipment has been stopped for custom clearance. Can this be prevented?

Unfortunately, we do not have control over this process. Delivery may be delayed depending on the customs procedures for your country. Also please note that import taxes and other fees (such as customs clearance fees) may be imposed by your custom office or carrier. Taxes and fees incurred after shipment are the customer’s responsibility. Import and customs regulations differ per region, so please contact your local customs office directly for more information.

We do not accept refund request after your shipment has been stopped. If we can confirmed that your order item is back in perfect condition we will refund the amount after deducting the shipping fee.

Standard Shipping
Standard shipping fees are based upon order totals, before applicable sales tax. Standard shipping is estimated to reach your destination, within the continental United States, within 3 to 5 business days from the first business day after such order is placed. This applies to both Standard and Expedited shipping. Orders with incomplete Shipping Address or orders that are held up in credit card authorization will be delayed while the issue is resolved. Estimated shipping time begins once all issues with an order are resolved and the order can be released for processing.

Expedited Shipping
Expedited shipping (2-Day and 3-Day) is available for most items and addresses (expect PO Boxes). This applies to both Standard and Expedited shipping. Sorry, we do not offer Next Day service at this time. Orders with incomplete Shipping Address or orders that are held up in credit card authorization will be delayed while the issue is resolved. Estimated shipping time begins once all issues with an order are resolved and the order can be released for processing.

International Shipping
We ship all international orders via USPS Priority Mail and First Class Percel. Shipping charges are based on the value of items in your cart and the destination for your shipment. Please note that pay additional customs or duty fees encountered are the responsibility of the customer.

For International Customers:
Any item that is shipped internationally from GROOVE STORE will result in the purchaser being assessed additional customs import fees and taxes upon delivery. Customers will be responsible to pay these fees directly to the carrier. We strongly suggest that you also contact your local customs office to verify the duty rate prior to making your purchase.

Any international deliveries that are refused will still be responsible for these import fees and taxes, and they will be deducted from the refund due upon the item’s return. Any items that are abandoned by the carrier and not returned to GROOVE STORE will be considered lost and no refund will be issued. Please know that any international purchases that are refused/abandoned could result in permanent account closure.

International Destinations
Customs fees, sales taxes, etc., are not included in your purchase price and may be charged by your country’s customs office. In some cases, there duties and customs fees are collected by the carrier. It is your responsibility to investigate the amount of taxes and duties you will owe prior to your shipment. GROOVE STORE uses the harmonized code (Plastic Toy) that we have been told is appropriate for the shipping of our products to your region. Your customs office has the power to change this code on their own. If you feel that your final code/tax is not correct, then you can contact the carrier and/or your customs office directly to request a review. If GROOVE STORE is unable to have the item returned due to a package refusal a refund will not be issued.

Returns and Exchanges
GROOVE USA Inc is proud of the quality and workmanship of its products, and we want to make sure are satisfied. While we do check over each doll for any defects or abnormalities before shipping, there may occasionally be an issue that is not visible until the product is removed from its packing. Issues that are known with collecting our products include; broken or loose limbs, messy wigs from the packaging, plastic melts, body staining from the dark clothing, and frayed clothing. These things can occur with new products. If you discover what you believe is a manufacture defect, please contact us within 15 days of receiving the doll with the specific details regarding the nature of the issue and include photo of all the issues. If it is something we can resolve immediately, we will certainly do so. If you do not contact us within 15days of receiving the product it is understood by both the buyer and seller that the doll is acceptable, and a return privilege is no longer available. We are sorry we are not able to accept returns on any issues concerning staining or imperfections on or from the clothing on the products.

Returning Items
When you receive your order, always keep the paperwork that is included with it in case you wish to return or exchange an item. Also, save any emails you receive about you order, as they man provide important information. A return merchandise authorization (RMA) is required for all return. You can request an RMA online and they will issue one for you. Returns can only be requested within 30days of the products shipment date. Shipping costs will not be refunded. Return items must be in their original packaging and in new condition, or they will be refused and sent back to you. Your order must be returned to the merchant shipper in order to receive full products credit; and your shipping costs are not refundable. Contact us for help or assistance in processing a return. Merchandise will be accepted for return within 30days of receipt. The merchandise must be new and unused condition and in its original packaging. Exchanging items to exchanging an item, please use the RMA process as described above, and place a separate order for the new item. Once we receive the retuned item, we will issue a credit to the payment method used on the original order. The item must be in original packaging in new condition, and please make sure to make the exchange within 30 days of the original purchase.

Damages in Shipping
Merchandise may be damaged in shipping. If a shipment arrives at your door with obvious shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please call the merchant shipper immediately. You’ll find contact information for the merchant shipper in the products box. If you receive damaged merchandise, please save all packaging material and paperwork- Do not throw anything away!! If you attempt to return merchandise yourself, you jeopardize our chance of making a claim, and you may not receive credit for the return.

Pre-order item is not in stock at time of purchase. This item will ship soon after the release date. Pre-order item release schedule may change after you purchase. Payment in full is due at checkout. All preorder sales are final. If you change your mind about a pre-order, we can offer store credit to replace the preorder with different doll, but we do not offer refunds.