Updated: July 26, 2024.

Registering for a GRA·EL account constitutes your agreement and acceptance of these Terms and Conditions.

Definitions: “GRAEL Solutions Inc” or “GRA·EL Concierge” being the contracting service. The “Customer” is the Customer or Business Owner engaging any/all specified GRA·EL Service(s).

All services provided by GRA·EL are governed under our Terms and Conditions of Service. We reserve the right to change these Terms of Service from time to time without prior notice to you. However, any change will not affect the provision of Services relating to orders you place or goods we receive on your behalf before the change is implemented. Your continued use of the site following the postings of changes or modifications will constitute your acceptance of the terms and conditions. 

1. Registration

• GRA·EL will provide the Customer with a US (United States of America) street address for the use of GRA·EL Services (defined in Condition (4) below
• Activation of your US address or its use after the effective date after, will represent your acceptance of these terms and conditions.

1. Uses of Data

• All submitted information is treated as confidential by GRA·EL staff, affiliates, and advisors and is governed by the GRA·EL Privacy Policy. We reserve the right, and you expressly grant us the right to refuse, delete, edit, and modify any submitted information

1. Customer Communications:

• GRA·EL may, from time to time, contact the Customer via email for the following purposes:
• To send an initial, one-time greeting to each new Customer.
• To send service notifications to Customers.
• To occasionally email you notifications of any announcements at GRA·EL.
• To send newsletters or special offers to Customers.
• To remind Customers of membership renewal.
• For Customer support and correspondence
• Customers may opt out of email notifications at any time.

1. GRA·EL Concierge Service:
   • For online orders, if a requested item is out of stock at the time of a GRA·EL attempt to purchase, then the money value for this item will be refunded within 10 days. If it arises that your whole order is out of stock during an in-store pickup, the minimum GRA·EL service fee of $35, which will NOT be refunded. However, the amount paid for your non-purchased items will be refunded.

• GRA·EL Lifestyle Associates upon request, will help negotiate cost of goods on your behalf from any US Suppliers.

GRA·EL concierge service is limited to assisting with cost of goods on your behalf but does not include any subscription charges (such as mobile or internet subscriptions) or ongoing or recurring charges.

• Shopping Concierge orders cannot be cancelled after a GRA·EL Lifestyle Associates has processed them.
• GRA·EL associates may make in-store purchases for the Customer in stores and boutiques within the New York and New Jersey areas. These are subject to our standard $35 in-store collection charge.
• Concierge pick-ups outside the designated area may be possible but will be subject to additional charges. Please contact GRA·EL before placing an order to obtain a quote
• GRA·EL Lifestyle Associates rely on the specific information you provide when fulfilling your concierge shopping order. All finer details must be submitted at the time of order (i.e. color/size, etc.). GRA·EL is not responsible or liable for incorrect items purchased due to the lack of detail or incorrect details provided when the initial order is placed.

• GRA·EL requires the Customer to provide the following information when placing an order using the Concierge Interactive Order Form (where applicable) before the order can be made:
• Examples:
  • Product
  • Quantity
  • Price
  • URL Direct Link (to the products or supplier website)
  • Notes (model, size, color, and any important information)

GRA·EL charges a fee of 15% of the total order value for its shopping concierge service. A minimum charge of $35 applies to In-store purchases and further charges may apply for picking up packages outside the designated areas (NJ/NY).

• • Please do not contact the retailer directly if you need to return or exchange an item purchased through the concierge service. Instead, please read and make sure that you agree with the return/exchange policy of the retailer(s) you ordered from. Each retailer may have a different return/exchange policy, which you will need to adhere to for us to process the return or exchange. We charge an administration fee of $20 for any exchange request through the GRA·EL Shopping Concierge service. If the concierge order was an in-store purchase and requires the Lifestyle Associates to revisit the store, the fee will be $30.
  • Shipping and any duties or taxes associated with the return will be the Customer’s sole responsibility. All fees, including shipping and handling, are non-refundable. However, the original price of the merchandise may be refundable based on the individual policy of the retailer(s). An eligible return will be based on the individual return/exchange policy of the retailer(s) you were ordering from.

• You may receive a refund only for the original purchase price of the merchandise minus the administration fee, shipment costs for the items sent back to the retailer(s), and any associated duties and taxes. For eligible exchange, you must pay all shipping and handling fees that will be due, which includes shipping from our business back to the retailer and the exchanged product’s shipping from the retailer back to our business and shipping back to you see here

• To return or exchange merchandise, please follow the further instructions below:

Email us specifying you would like to apply for an exchange or return here

• Email us specifying whether you would like to apply for an exchange or return.
• Inside your exchange/return package, include a copy of your invoice or packing slip, and circle all the items you are returning/exchanging.
• Specify whether you wish to apply for a refund or to exchange the merchandise. If exchanging, please indicate what size, color, and style you want to exchange for.
• You must ship the merchandise back to us via our express carrier partner who is a trackable shipping service.
• You should insure the merchandise for the total retail value. We cannot process or reimburse you for a return shipment lost or damaged while in transit to us.

1. Transfer Packages Service:

• You may arrange for goods to be delivered to your US address provided by GRA·EL upon registration.
• Directly placing an order with your supplier using your GRA·EL Address as the delivery address.
• Using the GRA·EL Concierge Service
• Upon receipt of your goods, GRA·EL will inspect your goods, which may mean opening your packages. GRA·EL will re-package your goods or consolidate them using our best efforts to ensure the items are re-packaged to the same standard as when we received them. The Customer acknowledges that GRA·EL may need to break package seals as part of this process.
• GRA·EL accepts no liability for any damage caused by courier or manufacturer’s defects
• GRA·EL may request further information regarding the nature of the goods to ensure compliance with carrier or destination country Customs restrictions
• GRA·EL may request further information regarding the nature of the goods to ensure compliance with carrier or destination country Customs restrictions.
• GRA·EL does not allow for third-party collection by the Customer.
• GRA·EL will attempt to process all dispatch requests received before noon EST/EDT local time on the same day. Dispatch requests received after this time are typically processed the next working day.
• Shipping charges are based on Chargeable weight: The greater of either Actual weight or Dimensional weight (length x width x Height / 5000) or Length (In) x Width (In) x Height (In) / 139). This is NOT a GRA·EL formula but an industry standard for calculating the chargeable weight.
• The Customer agrees that GRA·EL is in no way liable for any charges/ duty/taxes that may be levied on any GRA·EL shipment by your destination country’s government. We advise you to check with your relevant local authority if you are in doubt about this.
• The Customer agrees that any additional fees levied by the courier, broker, or their Lifestyle Associates, including but not limited to brokerage fees & import duty, remain solely the Customer’s responsibility, and the Customer agrees all costs will be paid before the order is placed.
• GRA·EL will not be held liable for the seizure of any shipment by the destination country’s customs department because it contravenes any import restrictions or local/national laws. We advise you to check with the relevant local authority about this.
• The transit times quoted are not guaranteed and do not consider possible delays caused by customs clearance.
• GRA·EL cannot send any shipments without payment of the Shipping cost.
• GRA·EL will allow Customers to store their goods for up to 30 days at no charge. After 30 days, the Customer agrees to pay excess storage fees of $2 per package received per day (up to a 45lbs chargeable weight). Packages above 45 lbs. or pallets will be charged at $5 per day. Storage is not available for prohibited items that cannot be shipped abroad. Prohibited goods will be returned to the sender or disposed of promptly. If packages are not dispatched after 60 consecutive days, GRA·EL reserves the right to dispose of your packages and levy a charge of $1.75/lb. chargeable weight subject to a minimum $25.50 plus charge.
• GRA·EL does not permit illegal activity. Therefore, any legal fees incurred by GRA·EL enforcing the laws of the US against a Customer or potential Customer will be the Customer’s financial responsibility.
• Illegal activity, goods, or substances may be reported to the police and relevant government authorities.
• If Customers do not pay for services rendered for a period over 45 days, their membership may be canceled by GRA·EL. All packages and mail may be returned to the sender or discarded at the sole discretion of GRA·EL. The Customer forfeits all claims to items abandoned in his mailbox once his membership is canceled.

1. Subscriptions

• There are two types of subscriptions, Standard (which is free), and Premium (which is paid annually)
• When you purchase a subscription, you’ll receive the benefits based on the subscription duration and frequency that you select.
• Some subscriptions may auto-renew at the end of their duration. If you don’t want to renew a subscription you can cancel it.
• If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there.
• See our returns policy for more details on returns and refunds orders.
• We may collect no payment or a partial deposit at checkout, store your payment method on your computer or device, then fulfill and charge the full or remaining payment at a future date.

1. Indemnification

The following is the indemnification required by GRA·EL from its Customers:

• The GRA·EL Customer agrees that they will remain liable for and indemnify, defend, and hold harmless GRA·EL (GRAEL SOLUTIONS INC.) and its shareholders, Officers, Directors, Lifestyle Associates, Partners, Employees, and Independent Contractors at all times from the date hereof forward, from and against all claims, actions, damages, awards, liabilities, losses (including consequential losses), judgments, penalties, interest, fines, expenses, or other costs (including attorneys’ fees and court costs) arising because of the execution hereof or the consummation of the transactions contemplated hereby, including without limitation those arising from or relating to:
• Any negligent action or omission of the Customer or any of the Customer’s employees, contractors, Lifestyle Associates, or any other person acting under Customer’s supervision or control before, as of, or following the date hereof. 
• The Customer’s failure to comply with the terms hereof or any US or other jurisdiction’s law applicable to the exportation or importation (into the destination country) of such shipments.