At thegrailbrothers.com, we strive to provide exceptional service and ensure your items reach you in pristine condition. Please allow 5-7 business days for order processing and packaging. During peak seasons or conventions, processing times may be extended, adding an additional 3 days for conventions. For shipments to Hawaii, Alaska, Puerto Rico, or freight forwarding addresses, additional shipping charges may apply based on package size and quantity.
In-Stock & Pre-Orders
If your order includes both in-stock and pre-order items, they will be shipped together once all pre-order items are available. If you prefer immediate shipment of in-stock items, please consider placing separate orders for pre-order items.
Cancellations
Cancellations are accepted within 24 hours of placing your order, subject to a 20% cancellation fee. Some items may not be eligible for cancellation, as indicated in the product description. However, this fee can be waived if you choose to exchange your item or receive store credit instead.
Refunds and Claims
We do not accept returns or exchanges. In the event that your order is returned to us due to an insufficient address or delivery rejection, a 25% restocking fee and the cost of the return label will be deducted from your refund. If you receive an item that does not match its description, please email photos to info@thegrailbrothers.com within 3 days of receiving your package to file a claim. Claims made after this period will not be accepted. Please note that we do not offer refunds or exchanges for minor imperfections such as box condition, paint job, sticker placement, or product positioning. However, our shipping team performs double inspections to ensure quality.
Route Package Protection
During checkout, you have the option to select Route Package Protection. If you choose not to purchase this protection, thegrailbrothers.com is not liable for any lost, damaged, or stolen goods.
Mystery Boxes
All sales of mystery boxes are final. While we strive to offer an exciting experience for all participants, please note that duplicates may occur, as our packers do not reference packing slips to maintain fairness. Please review the box description carefully, as not all boxes are guaranteed to have the same value.
This policy outlines our commitment to providing transparent and efficient shipping services while ensuring customer satisfaction. If you have any questions or concerns regarding our shipping policy, please don't hesitate to contact us.