How do you process your return?

Complete the return form
Fill out the return form on the back of your packing slip.
If you can't find it, download one from our website or request one by emailing [email protected].

Request your RA#
Once your return form is filled out, contact our Customer Care team at [email protected] to receive your Return Authorization Number (RA#).

Repack and label your box
Place the item(s) back in the original packaging.
Ensure all hang tags are attached.
Include the Return Form and Return Authorization Number (RA#) in the box.
Securely pack your return item(s) in the same box if possible.
Use a traceable shipping method.
Remove or cover any old shipping labels.

Ship your return to:
ATTN: Returns Department
GraduationSource
200 Pemberwick Rd
Greenwich, CT 06831

Receive your refund or credit
A refund or store credit will be issued after inspection, less the 10% restocking fee, to your original form of payment.
Credit card refunds are processed within 48 business hours and may take 5-10 business days to appear.

How quick will I receive my order?

All orders for "stock products" will ship out within 10 business days.
We offer "rush handling" which reduces our order handling time to 3 business days. (Rush handling options are displayed in checkout)
If your order contains a "special order product" your order handling time will be 40 business days.

How do I cancel my order?

To cancel your order please call: (800) 352-6162 or email us at [email protected].

How long does it take for me to get a refund?

Once we receive and inspect your return, refunds are processed within 48 business hours. Credit card refunds may take 5-10 business days to appear, and check refunds take 2-4 weeks to arrive.

Can I return my custom product?

All Special Order items, including those advertised as having a 4-6 week production time or any item that has been personalized, cannot be returned. This includes, but is not limited to, Custom Gowns, Custom Stoles, Diplomas, and Diploma Covers. If we made an error or your item arrives defective, contact us within 7 days and we’ll fix it at no cost to you.

Out of stock or delays in shipping

During peak graduation season, some items may be backordered or unavailable. If a product won’t arrive by your need-by date, our team will work with you to find the best solution - whether that’s switching colors or sizes, offering an alternative item, or providing a credit or reimbursement.
We aim to ship stock orders within 72 hours, but backorders can cause delays. If you notice a delay, feel free to reach out to our customer care team for an update.

What is bumping a size?

If a popular item or size is out of stock and your graduation date is approaching, we may "bump" your gown or tassel to the closest available size to ensure you receive your order on time. The difference is usually minimal - about 2 inches - and often goes unnoticed. This isn’t common, but it may be necessary when timelines are tight.

The shipping company has lost my package - now what?

If your order is marked as delivered but you didn’t receive it, contact us right away at [email protected] or (800) 352-6162. We’ll file a claim with the carrier and replace your package while the investigation is underway.

If I am shipping my order outside of the United States, does GraduationSource pay for customs fees, duties, and taxes?

For international orders, customs fees, duties, and taxes aren’t covered by GraduationSource. These charges are set by your country’s customs authorities and are required for your package to be released. The recipient is responsible for paying these fees when the order arrives. For more details, please visit our shipping & handling page.

Out of stock?

Our inventory moves quickly during graduation season, so some items may become backordered even if they appear "in stock." We always recommend ordering as early as possible to ensure availability. If an item won’t be restocked before your need-by date, our customer care team will help you find the best solution - whether that’s choosing another size or color, selecting an alternative item, or receiving a credit or reimbursement.
We aim to ship stock items within 72 hours, but backorders can cause delays. If you notice a delay, feel free to reach out to our customer care team for an update. For more details, please visit our shipping & handling page.

Missing or damaged item / lost shipment?

If your order arrives with missing or damaged items - or it shows as delivered but you didn’t receive it - contact us within 7 days. Share your order number and photos (if applicable), and we’ll verify the issue and replace the item(s) at no cost. If the package is lost, we’ll start an investigation and send a replacement right away.
You can reach us anytime at [email protected] or (800) 352-6162.