Shipping Questions
When do you ship orders? When will I receive my order?
Can I specify when I want my order to be delivered?
How can I change the delivery address?
What are your shipping options and charges?
Do you rush delivery?

Orders and Cancellations
When is my order processed?
How will I know if you’ve received my order?
Can I change or cancel my order after it’s been submitted?
Will sales tax be charged on items I ordered?
How do I find out the status of my order?
Do you ship internationally?
Can I order by phone or e-mail?

Payment Methods
What methods of payment do you accept?
When is my credit card charged for my order?
Does Grape Ice guarantee that my credit card information will be secure?
What should I do if I believe credit card fraud has resulted from an order I placed on GRAPEICE.com?

Returns and Exchanges
What is your return policy?
How do I return an item?
How do I return or exchange a gift bought for me from GRAPEICE.com?
I lost my packing slip. What information do you need for my return?
How long does it take to get my return?

Creating and Using My Account
How do I sign-up to receive special offers?
Who do I contact if I forgot my password?
Why do I have to create an account in order to shop at GRAPEICE.com?
How do I update my address on your website?

Contact Us
How do I contact you for questions and assistance with my order?

Shipping Questions

When do you ship orders? When will I receive my order?
Due to the handcrafted nature of our designer glass pieces, we usually ship orders within ten business days. You will receive an e-mail confirming receipt of your order. Within one to three business days, we will send you a follow-up e-mail with expected ship date.

Can I specify when I want my order to be delivered?
Due to the handcrafted nature of our designer glass pieces, we usually ship orders within ten business days. If you indicated standard ground service, then delivery time ranges from five to seven business days. If you want an order to be shipped at a later date, please send us an e-mail at assistance@grapeice.com with your request or call us toll-free at (866) 608-6884, Monday – Friday from 9:00 a.m. – 5:00 p.m. PST.

How can I change the delivery address?
If you want to change the delivery address on a current order that has not been shipped, please call us toll-free at (866) 608-6884or e-mail us at assistance@grapeice.com. If you want to change the delivery address on your account for future orders, you may login to my account and edit your billing and shipping address.

What are your shipping options and charges?
Grape Ice offers two shipping options for delivery within the U.S. and Canada. At this time, we are unable to ship to international addresses, P.O. boxes, APO addresses or US territories.

Grape Ice uses FedEx or UPS to offer the following shipping options:

Note: Please note that due to the handcrafted nature of our designer glass pieces, we normally require five to ten business days to ship orders. An expected ship date will be provided via e-mail within 1-3 business days upon receipt of your order.

Delivery and Service Charges
Delivery charges for U.S. orders will be calculated automatically when you proceed to checkout on our site or when you place your order over the phone.

Note: Some items may have additional shipping charges due to size or weight. We will notify you of these charges and obtain your approval prior to shipping via Expedited Service Methods.

Do you rush delivery?
We do offer expedited service, but would be dependent upon when the items ordered are available for shipping. Upon receipt of your order, we will send you an e-mail within one to three business days informing you the expected ship date. If you need additional assistance or have special requests, please e-mail us at assistance@grapeice.com or call us toll-free at (866) 608-6884, Monday – Friday from 9:00 a.m. – 5:00 p.m. PST.

Expedited Air Service

Note: Some items may have additional shipping charges due to size or weight. We will notify you of these charges and obtain your approval prior to shipping via Expedited Service Methods.

Orders and Cancellations

When is my order processed?
You order is processed the next business day. Upon receipt of your order, we will e-mail you an order confirmation. Within one to three business days, we will send you a follow-up e-mail with expected ship date for you order. Due to the handcrafted nature of our designer glass pieces, we usually ship orders within ten business days.

How will I know if you’ve received my order?
Upon receipt of your order, we will e-mail you an order confirmation. With one to three business days, we will send you a follow-up e-mail with expected ship date for your order.

Can I change or cancel my order after it’s been submitted?
Yes, you may change or cancel your order within three business days from the time you ordered by sending us an e-mail at assistance@grapeice.com or calling us toll-free at (866) 608-6884, Monday – Friday from 9:00 a.m. – 5:00 p.m. PST. If your order has been shipped and you wish to cancel the order, please contact us as soon as possible. Please note that customer is responsible for the shipping charges of returns. Please read Shipping Information for more information on our return policy.

Will sales tax be charged on items I order?
We are required to collect applicable sales tax for all orders shipped to California addresses only.

How do I find out the status of my order?
We will diligently send you updates regarding your order. After you submit your order and upon receipt, we will send you an e-mail with an order confirmation. Within one to three business days, we will send you a follow-up e-mail with expected ship date. If you have additional questions or need assistance regarding your order, please e-mail us at assistance@grapeice.com or call us toll-free at (866) 608-6884, Monday – Friday from 9:00 a.m. – 5:00 p.m. PST.

Do you ship internationally?
At this time, we are unable to ship to international addresses, P.O. boxes, APO addresses or US territories.

Can I order by phone or e-mail?
You can order from GRAPEICE.com or by calling us toll-free at (866) 608-6884, Monday – Friday from 9:00 a.m. – 5:00 p.m. PST. In the best interest of protecting your privacy and personal information, we do not accept orders via e-mail at this time.

Payment Methods

What methods of payment do you accept?
Whether you’re ordering through our Web site at GRAPEICE.com or by phone, you can pay for your purchases with Visa, MasterCard, Discover or American Express. We also accept ATM or debit cards with a Visa or MasterCard logo. We do not accept cash, checks or CODs.

When is my credit card charged for my order?
Your credit card will be processed when you place your order. It usually takes a few business days for the charge to be posted to your credit card account.

Does Grape Ice guarantee that my credit card information will be secure?
Our Web site uses a secure server (SSL) to encrypt all of your personal information. We use strong security measures to prevent the loss, misuse and alteration of your information once it is in our records.

What should I do if I believe credit card fraud has resulted from an order I placed on GRAPEICE.com?
If you suspect that there are unauthorized charges on your credit card, notify your credit card provider immediately. Then contact us and we will investigate your claim and work with your credit card company to resolve the claim as quickly as possible.

Returns and Exchanges

What is your return policy?
We stand by the quality of the artwork by our distinguished Artists and Designers. If you are unhappy with your purchase for any reason, we’d be happy to accept the return for a refund or exchange within fourteen (14) days of date of receipt. Please note that customer is responsible for the shipping and insurance charge of the return package. Customer must retain all original packaging for return approval.

All returns are subject to final review and approval prior to granting refund or exchange. Approval notice via e-mail will be given within five business days upon receipt of return.

How do I return an item?
Please follow these procedures to ensure accurate and expeditious resolution to your return request.

• Repack the item(s) in its original packaging, ensuring it’s securely packed.
• Contact us via e-mail at assistance@grapeice.com with return request. You may also call us at (866) 608-6884, Monday – Friday from 9:00 a.m. – 5:00 p.m. PST.
• A return authorization number will be provided to you.
• Include the return authorization number in the following return shipping address:

Grape Ice
(Your return authorization number)
90 South Spruce Avenue , Suite J
South San Francisco , CA 94080
(866) 608-6884

• For your security, please return the item(s) with an insured courier (FedEx, UPS, USPS Parcel Post) and retain your receipt. Grape Ice is not responsible for items damaged or lost in transit.

How do I return or exchange a gift bought for me from GRAPEICE.com?
For returns or exchanges, please follow these procedures to ensure accurate and expeditious resolution to your return request.

• Repack the item(s) in its original packaging, ensuring it’s securely packed.
• Contact us via e-mail at assistance@grapeice.com with return request. You may also call us at (866) 608-6884, Monday – Friday from 9:00 a.m. – 5:00 p.m. PST.
• A return authorization number will be provided to you.
• Include the return authorization number in the following return shipping address:

Grape Ice
(Your return authorization number)
90 South Spruce Avenue , Suite J
South San Francisco , CA 94080
(866) 608-6884

• For your security, please return the item(s) with an insured courier (FedEx, UPS, USPS Parcel Post) and retain your receipt. Grape Ice is not responsible for items damaged or lost in transit.

If there is a credit as a result of an exchange of lesser value or if you would like to return in exchange for the value of the gift, we will send you a gift certificate for the dollar amount of the item(s) you’re returning (excluding delivery and service charges). Cash refunds are not available for gift recipients.

How long does it take to get my return?
Depending on the method you use to return the item(s) to us, it can take up to 7 – 14 days for us to receive your parcel. We will refund your credit card within five business days from the time we process and approve your return. The return should appear on your statement within one billing cycle.

Creating and Using My Account

How do I sign-up to receive special offers?
Visit our Sign-Up page and register today to receive special previews and VIP offers from Grape Ice.

Who do I contact if I forgot my password?
Please call us toll-free toll-free at (866) 608-6884, Monday – Friday from 9:00 a.m. – 5:00 p.m. PST, so we may verify and reset your password.

Why do I have to create an account in order to shop at GRAPEICE.com?
Creating an account allows you to make purchases through a secure server (SSL) so that your personal information is protected. Furthermore, you do not need to re-enter your billing and shipping information when making future purchases. You will also receive exclusive previews to new designs, special offers and sales available to VIP customers only.

How do I update my address on your website?
You may log-in to My Account to view and edit your profile.

Contact Us

How do I contact you for questions and assistance with my order?
If you require assistance, please do contact us by e-mailing us at assistance@grapeice.com or calling us toll-free at (866) 608-6884, Monday – Friday from 9:00 a.m. – 5:00 p.m. PST.