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Support


FAQ & Policies

Please see our FAQs and Policies below. If you have any questions we can be reached 9 am to 4 pm EST, Mon - Fri, at service@eongrace.com


General EonGrace Questions

How can I contact you?

Have a question, or just want to say hello? Give us at email service@eongrace.com. Our business hours are 9 am to 4 pm EST, Monday thru Friday.

My product arrived damaged, what should I do?

We want you to be fully satisfied with your EonGrace product. If anything happened to your product during transit, we want to make it right! Any product found within warranty to have defects in materials or workmanship will be replaced. This includes items arriving damaged or missing parts. Give us a email at service@eongrace.com and we'll get a replacement part or product out to you right away!

Are Your Products Available for Purchase in Retail Stores?

We're so excited that you want to shop for our products in stores! At this time, we only offer our products online. So sit back, relax and shop with us from the comfort of your home, any time of the day!

If I place an order online, when is my credit card charged?

Your credit card will be charged when the checkout process is completed.

Please be aware that if you use a debit or credit card to make a payment, and the payment is not accepted for any reason (due to a failed Address Verification System (AVS) or CCV verification, etc.), most banking institutions will hold the "authorized" funds (it will count against your balance until the authorization clears.) This will occur even if your order has been rejected by our system. Such authorizations are merely "pending" charges. The funds will not be transferred to us because the payment attempt failed our security measures.

The most common reason for the failed transaction is that both the billing address and the zip code entered do not match the billing address on file with your banking institution. Our AVS security measures will reject any transaction for a billing address mismatch.

EonGrace cannot release the bank's temporary hold on authorized funds. Please note that authorization fund holds last for varying periods, depending on the issuing credit card bank's policy. The period may be as little as 2-3 days. We suggest you contact your banking institution to see if there is a way to expedite the process to release your funds. We are happy to verify with them on your behalf that the transactions were declined in our system. Please let us know if there is any way we can assist in this process.


EonGrace Policies

Shipping: FREE SHIPPING!

We offer free shipping. Most orders ship via UPS or FedEx Ground and generally will arrive within 15-30 business days of shipment, unless otherwise noted. We are unable to ship to PO Boxes.

Please note: Due to Covid-19, we are currently experiencing shipping delays. Your order may take up to 3 weeks to ship out. Thank you for your patience and understanding.

Returns: 45 days

EonGrace accepts returns of regular orders initiated within 45 days of receipt of product, for products in new condition and original packaging. Please contact us for return authorization information. For more details, read here.

Damaged Items / Quality Guarantee

Any product found within warranty to have defects in materials or workmanship will be replaced. This includes items arriving damaged or missing parts. Email us at service@eongrace.com and we'll get a replacement part or product out to you quickly. For more details, read here.

Purchase Orders

We gladly accept purchase orders at a discount for orders of 10 units or more. Please email your POs to service@eongrace.com and we'll process your order quickly and provide you with an invoice.