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FAQ

Frequently Asked Questions

1.  How Do I Place an Order?

 You can place an order online, over the phone or by mail. 

  • To order online, please visit Store.Graceland.com.
  • To order by phone, please call our toll free number 1-800-274-3484, 24 hours a day.  If you are calling from outside the United States, please dial 001-901-622-1550.
  • To order by mail you may use a personal check or money order made payable to Graceland.  All checks are held for ten days for processing.   Your order will process once your check has cleared.  There will be a $20 processing fee for each returned check.

The address is:

Shop Graceland Customer Service
3734 Elvis Presley Blvd
Memphis, TN 38116
USA

We accept the following major credit cards:

  • American Express
  • Master Card
  •  Visa
  • Discover

We cannot ship orders COD.

Sales tax is required for all orders placed in Tennessee.

2.  How Do I Log In/Log Out?

  • To login into your account, please select “LOGIN” on the top right of the navigation bar. Then enter your email address and password and click 'LOGIN’.        
  • To log out, please select “MY ACCOUNT" on the top right the navigation bar, and then click on "Log Out” at the top right of your account screen.

3.  How Do I Update My Shopping Cart?

Adding Items:

  • To add items to your cart, click “ADD TO CART” from the item description page.
  • To purchase multiples quantities of an item, change the quantity (Qty.) field to the desired amount.
  • Click on ADD TO CART.

Removing items:

  • To remove items from your cart, click on the minus button next left of the quantity field. 
  • You can also change the quantity field to zero
  • Your Shopping Cart will update automatically. 

If you are unable to add or remove items from your cart, there may be an issue with your "cookies" and Temporary Internet files.

4.  How Do I Change Or Cancel An Order?

  • Please note that we are unable to change or make any edits to an order once placed.  Orders placed prior to 3 p.m. CST cannot be cancelled as they are being prepared for shipping.
  • Orders are shipped Monday - Friday.

5.  How Do I Check The Status of My Order?

Order status is available through our online store:

  • Click on Login, enter your e-mail and password and click LOGIN
  • Your account dashboard will automatically display showing your order history and order status.
  • To navigate back to your account page, click on My Account on the top right of the navigation bar once you are logged in. 

Please note that you are unable to check the status of your order if you did not create a store account when you submitted your order.

You may phone our customer service department at 1-800-274-3484 or email our customer service department at shopgraceland@graceland.com 24 hours a day.

6.  How Much Does it Cost to Ship my Order in the U.S.?

  • To calculate your shipping charge, please add all desired items to your shopping cart, click on the cart icon at the top right of your screen. Then click checkout from the cart page. You can also directly click "Checkout" if you hover your mouse over the cart icon from any page. 
  • Complete the required information in the customer information section. Then you will see all of your shipping options with corresponding prices on the next screen labelled "Shipping Method." 
  • Select the desired shipping method. Your total will then update on the right with this shipping method included.
  • If your shopping is complete, click “Continue to Payment Method”.

Please note that weight, dimension, and size may affect the total shipping cost on some items.

7.  How Much Does it Cost to Ship my Order Outside the U.S.?

Shipping costs for international orders vary based on content and the destination country.

  • To calculate your shipping charge, please add all desired items to your shopping cart, click on the cart icon at the top right of your screen. Then click checkout from the cart page. You can also directly click "Checkout" if you hover your mouse over the cart icon from any page.
  • Complete the required information in the customer information section. Then you will see all of your shipping options with corresponding prices on the next screen labelled "Shipping Method."
  • Select the desired shipping method. Your total will then update on the right with this shipping method included.
  • If your shopping is complete, click “Continue to Payment Method”.

    Please note that weight, dimension, and size may affect the total shipping cost on some items.

    International orders ship via the following shipping method:

    • Priority Mail Express International

    Please contact customs or your local postal service as your order may be delayed for inspection or duties/taxes.

    This is applicable to all International shipping methods.

    Due to International Shipping laws/restrictions, we are not able to ship lighters (other flammable items) and food products internationally.

    We cannot ship orders COD.

    8.  For Orders Shipped Outside the U.S., Will There be Any Additional Taxes, Duties or Customs Fees?

    If your order is shipping outside of the US, you are likely to be charged customs fees (taxes, duties, processing fees, etc.) before delivery can be completed. The shipping charges applied to your order do not include custom fees. If you are not familiar with the customs fees in your country, please check with your local customs office for more information. If you refuse to pay the customs fees when your order arrives, the shipment will be returned.

    We are unable to estimate customs fees, taxes, duties, etc. The delivery of your order could be delayed due to customs processing. If your order does not arrive in a reasonable amount of time, you should check with your local customs office to see if they are holding the package for payment of fees. Also, some customs offices will send a separate invoice for your customs fees that could arrive several weeks after you receive your shipment.

    Please be familiar with the customs charges in your country before you order.

    Due to International shipping law/practices, we are unable to declare merchandise as "Gift" on customs forms.

    9.  When Will My Order be Processed?

    Most in-stock orders will be processed and shipped within 2 business days.

    Orders that include pre-order items will not ship until the pre-order items are available--to avoid shipping delays please order pre-order items separately from in-stock items.

    US orders with an express shipping method - placed prior to 11 AM CST Monday - Friday –will be processed and shipped the same day.

    Please note the following:

    • All new orders are subject to address and billing verification.
    • Some orders, regardless of shipping method, are placed on hold if the customer information does not allow authorization.
    • We are unable to cancel, change, or make any edits to an order placed prior to 3 p.m. CST.   Orders placed prior to 3 p.m. CST are being prepared for shipping and can no longer be edited.
    • Elvis Presley Enterprises reserves the right to cancel an order at any time. If your order is cancelled any funds collected will be returned.

    10.  What Size Shirts Do You Offer?

    We offer a variety of styles and sizes of shirts. 

    Below are several sizing charts designed to help you select the proper fit.

    Please be aware that the below sizes are only suggestions because sizes will vary depending on the manufacturer.

    Youth Sizes:

    Youth    Small Medium Large X-Large
    Height(in) 50 - 53 54 - 60  61 - 65 65 - 68
    Chest (in) 27 28.5 - 30 31 - 33.5 34 - 37

     

    Children's Size Guide:

      Small Medium Large
    Newborn 0-3M 3-6M 6-9M
    Height(in) 19-23 24-26 27-28
    Infant 12M 18M 24M
    Height(in) 29-30 31-32 33-35
    Toddler 2T 3T 4T
    Height(in) 33-35.5 36-38.5 39-41

     

    Size Chart: 

    Women's

      Small Medium Large X-Large XXL XXXL
    Chest Width 18 20 22 24 26 28
    Length 25 26 27 28 29 30
                 

     

    Men's

      Small Medium Large X-Large XXL XXXL
    Chest Width 18 20 22 24 26 28
    Length 28 29 30 31 32 33
                 

     

    Men's Woven Shirts

      Small Medium Large X-Large XXL XXXL
    Chest Width 46 48 50 52 55 58
    Length 28.5 29 29.5 30 32 33
                 

     

    11.  If I Don’t See My Size Listed is it Available?

    If a size does not appear online, it is currently unavailable.Our Website is a direct reflection of all available sizes we offer for sale.Merchandise is limited to the sizes and colors listed in our online store.

    Be sure to check the Website regularly to see if specific sizes become available. 

    12.  Are Other Items Available in The Stores at Graceland That Are Not Offered Online?

    At Graceland, we have 8 different stores offering an even broader selection of products.  For questions regarding any products not offered online, please call 1-800-238-2000 and ask for our onsite store representative.  

    13.  How Do I Contact You?

    Our Customer Service Center is open 24 hours a day including holidays.

    • Should you have any questions regarding your order, please call us toll-free at 1-800-274-3484.
    • If you are calling from outside the United States, please contact us at 001-901-622-1550.

    Our mailing address is as follows:

    ShopGraceland Customer Service
    3734 Elvis Presley Blvd
    Memphis, TN 38116
    USA

    14.  What is Your Refund/Exchange Policy? 

    The following refund/exchange policy applies to all purchases placed through ShopGraceland.com:

    •  All refunds or exchanges must be made within 60 days of purchase and must be new, unused and contain all original packaging & accessories. 
    • Wearable items that are washed or worn cannot be returned.
    • Face mask sales are final and non-returnable.
    • Refunds cannot be made for the following if they have been opened: CDs and DVDs.
    • Refunds can only be made with the original receipt and will be issued in the same form of payment originally used for purchase. Credit card purchases will be credited to the credit card used for the original purchase. Purchases made with cash/traveler’s checks will be refunded via check.
    • Returns without the original receipt can only be exchanged.

    15.  Where Should I Send Items I am Returning or Exchanging? 

    Please return all returns and exchanges to the following address:

    Returns Department
    ShopGraceland
    1078 Craft Road
    Memphis, TN 38116  

    16.  I Want to Return or Exchange Something That Was a Gift, Can I do That?

     We accept returns on orders that were purchased as a gift.  Please note that a refund or any financial adjustment made on the order will be applied to the original form of payment only. If you receive the item as a gift and do not have a receipt, we can only exchange the item for the current retail value. 

    17.  What is Not Refundable?

     The following items are not eligible for a refund or exchange: 

    • Wearable items that are washed or worn
    • Face masks
    • Open CDs and DVDs
    • Watches and  jewelry
    • Perishable goods.

    18.  What Form Will My Refund Take?

    All refunds will be credited to the original payment source. If the original payment source is unavailable, you may only return the item for an exchange. Shipping and handling charges are non-refundable except in the case of a manufacturer's defect.  

    19.  Who Pays For The Return Shipping?

    We will reimburse shipping for any damaged or defective merchandise only. Please contact customer service for shipping reimbursement information based on your purchase. 

    For all other returns, you will be responsible for return shipping charges.  

    20.  Are There Requirements for How My Return/Exchange Needs to be Shipped Back to You?

    For any returned merchandise valued in excess of $100.00 you must send the merchandise using a traceable and insured ship method. For your convenience you may arrange with our customer service center for a call tag to be sent to you for use in shipping the package via United Parcel Service (UPS), with the cost to be deducted from your refund. All other items can be sent by a method of your choice. 

    21.  What if My Return is Lost in Shipping?

    No refunds will be issued for items not received by our returns department - we recommend you use a traceable shipping method to insure successful delivery.  

    22.  DVD Region Codes

    What is a DVD Region Code and what do I need to know?

    The DVD Region Code indicates what region of the world that a particular DVD will play. 

    All DVD’s produced in the U.S. are NTSC Formatted and are coded Region 1 unless otherwise stated.

    • Region 1) United States, US Territories, Canada
    • Region 2) Japan, Europe, South Africa, Middle East (including Egypt)
    • Region 3) Southeast Asia, East Asia (including Hong Kong)
    • Region 4) Australia, New Zealand, Pacific Islands, Central America, Mexico, South America, Caribbean
    • Region 5) Russian Federation, India, Pakistan, Africa (except Egypt), North Korea, Mongolia
    • Region 6) China
    • Region 7) Reserved
    • Region 8) Special International Venues (airplanes, Cruise ships, etc.)

     Some DVDs that we sell have a Region Code of "0", which means that the DVD is Region Free and will play in any country if you have an NTSC player or adapter.  To find the Region Code for a specific DVD, please consult the item's description.  

    23.  How do I Retrieve or Reset my Password?

    You will find the reset and change password options listed after you click on “Log In”

    • Click on the "Forgot password" link which is listed between the email/password fields.
    • Enter your email address.
    • You will be emailed a link to enter a new password.

     You can follow this same process if you wish to reset your password. The new password you will receive is case sensitive. If you have any problems with this process, please contact our customer service department, 24 hours a day by calling 1-800-274-3484 or by emailing shopgraceland@graceland.com.  

      24.  I Received a Credit Card Decline.  Can I Still Place My Order? 

    We are not provided any information as to why a credit card is declined. Please consult your credit card issuer for further assistance. You are welcome to process your order with a different credit card. We also accept mail orders. You can order through the post office by using a US money order or personal check (payable to Graceland:  do not send cash). All checks are held for ten days for processing. There will be a $20 processing fee for each returned check due to insufficient funds.

      25. I Have a Coupon Code. Why Isn't It Working? 

    Coupons cannot be combined with other discounts (including Graceland Insider discount) and cannot be applied to the following items: pre-order items, Guest House at Graceland merchandise, drop ship items, Follow That Dream Series, face masks, and Bixler Jewelry.  Coupon codes are not valid on previous purchases and available online only.

    26.  Will COVID-19 Impact My Order?

    Some customers may experience shipping delays as we are taking extra precautions in our fulfillment center to ensure our teams remain safe.

    Our carriers are also experiencing delays due to high volume which may add additional transit time for domestic orders.

    Shipments to destinations outside the US are expected to be delayed by 4-6 weeks or more due to transportation issues outside of our control. There are several European countries the USPS decided to service via ocean versus air due to a lack of flights. These countries will experience up to 4 weeks of delay (8 -12 total weeks or more of transit time). These countries are listed below:

    • Austria
    • Denmark
    • Hungary
    • Poland
    • Sweden
    • Czech Republic
    • Finland
    • Netherlands
    • Spain
    • Switzerland (Geneva and Zurich)

    Additionally, on advice of our shipping partners we are not accepting orders for the following countries on a temporary basis. Carriers are not accepting packages destined for these countries at this time.

    • Algeria
    • American Samoa
    • Angola
    • Argentina
    • Azerbaijan
    • Bahamas
    • Bahrain
    • Bangladesh
    • Benin
    • Bermuda
    • Bolivia
    • Botswana
    • British Virgin Islands
    • Burkina Faso
    • Burundi
    • Cameroon
    • Cape Verde
    • Cayman Islands
    • Chad
    • Chile
    • Congo
    • Cook Islands
    • Costa Rica
    • Cuba
    • Dominican Republic
    • Ecuador
    • Egypt
    • Ethiopia
    • Faroe Islands
    • Fiji
    • French Polynesia
    • Gambia
    • Ghana
    • Grenada
    • Guatemala
    • Guinea
    • Guyana
    • Haiti
    • Honduras
    • India
    • Jordan
    • Kazakhstan
    • Kenya
    • Kiribati
    • Kuwait
    • Kyrgyzstan
    • Lao People's Democratic Republic
    • Lesotho
    • Liberia
    • Libya
    • Madagascar
    • Malawi
    • Maldives
    • Mauritania
    • Mauritius
    • Mongolia
    • Morocco
    • Mozambique
    • Namibia
    • Nepal
    • Netherlands Antilles
    • New Caledonia
    • Nigeria
    • Oman
    • Pakistan
    • Panama
    • Papua New Guinea
    • Paraguay
    • Peru
    • Philippines
    • Qatar
    • Rwanda
    • Saudi Arabia
    • Senegal
    • Seychelles
    • Sierra Leone
    • Solomon Islands
    • Sri Lanka
    • Sudan
    • Suriname
    • Swaziland
    • Tajikistan
    • Tanzania
    • The Democratic Republic Of The Congo
    • Timor-leste
    • Tonga
    • Tunisia
    • Uganda
    • United Arab Emirates
    • Uruguay
    • Vanuatu
    • Venezuela
    • Yemen
    • Zambia
    • Zimbabwe

    You will receive a confirmation email with tracking once your order has shipped. We thank you for your patience & understanding.

    27. Do You Offer Gift Cards?

    Yes, Graceland now offers gift cards that are redeemable for tours, concert tickets, special event tickets, at Graceland gift shops and restaurants, at The Guest House at Graceland resort hotel, plus online at ShopGraceland.com. Choose from 6 Elvis e-gift card designs to send via email - or send a physical gift card to your recipient. Gift card funds do not expire so these make the perfect gift. For more information, visit Graceland.com/giftcard.

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