Customer Service

Privacy Policy

GROOVE USA INC. collect information about the use of the service to provide a secure and personalized experience. This is includes but is not limited to the customer’s name, email address, purchasing records, and shopping patterns. We may collect information when you: place an order via our shopping site; send email messages or other information to us; subscribe to our email newsletters. Like many other Web sites, GROOVE use a standard technology called ‘’cookies.’’ Cookies are small pieces of information that are stored on your hard drive and not on our site. They can help make your Internet experience quicker and more convenient. Cookies let you keep shopping cart information independent from our servers. They help us understand how customers use our service, which allows us to improve and tailor the service.

We do not sell, rent, or loan your information to third parties without your permission. So, for example, we do not sell your email address or other information to mass marketers. GROOVE will be allow to contact you with special offers and information related to products you have bought or shopped or on our Online shop.

In compliance with the Children’s Online Privacy Protection Act, We do not knowingly provide out service to persons under the age of 18.

Safety & Security

Security Standards
Our secure service software (SSL) is the industry standard and is among the best software available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that the information cannot be read as it travels over the internet. We do not accept credit card number delivery by email. You should never send credit card information by email, as it is not secure.

Payment Options 
Out online shopping site makes it easy to find and purchase the special products you need. When you order and pay onlie, our intelligent system starts working to ensure rapid delivery. We accepts payment by Visa, MasterCard, American Express, Discover, and Paypal. COD orders, telephone, postal mail, Fax, and email order are not accepted.

Sales Tax
Tax may be applied to your order if it ships from the same states or province as your shipping address. We don’t know the exact amount of tax until your order ships. For this reason, the order total in your confirmation email may not reflect the exact amount of this tax. Sales tax may be applied to shipping and handling charges.

Shipping Charges
Our objective is to expedite your order as quickly as possible, based upon products availability, receipt of payment, and credit authorization. As such delivery dates are our best estimates at the time of your order. Calucations of estimated delivery dates begin on the first business day after such order is places, with business days being Monday through Friday, not including holidays.

Shipment In-Transit Times

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. Shipping charges are based on the value of items in your cart and the destination for your shipment. Please note that nay additional customs or duty fees encountered are the responsibility of the customer.

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 THREE (3) 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 THREE days 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 changes 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.