#GENAGRACEFUL

Remarkable woman at their personal best

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Comfortable undies and inspiring stories delivered to your door

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FAQ

My Account Info

Can I change the styles I initially requested?

Absolutely.  Just log into your account and make the changes under Account Info - Styles.

 

Can I choose what items I receive?

You can choose what style of panties you receive (at this time we have three options: only things, no thongs or a mixture of all styles). As we continue to grow, we will be bringing on more styles.  We hope to provide the availability for you to choose just one style – such as only boy-cut or only bikini – but unfortunately, we are not there yet. 

 

I just received my shipment and they do not fit, I need a different size – what do I do?

Oh no!  Please email our customer service team at support@genagraceful.com and let them know what size you need.  We will send you the new size and adjust your profile moving forward.  On a rare occasion, we may need to send you a different style (if we already sold out of that cut). 

 

I moved – how do I update my address?

Please log into your account and under Account Info – you will be able to update your address.  Don’t forget to click save!

 

I can’t log into my account – what do I do?

So frustrating.  Try to reset your password.  If that doesn’t work, please contact us so we can figure out what is going on.

 

Product Questions

Why cant't order the panties I see online?

As a young company, we have limited extra supply after our subscription boxes go out, however when we do have extra we want to make it available to purchase. So if there is a style you received in your box or are interested in trying, yet they are unavailable at this time - please send us email so we can see if we can get more.

 

I received my shipment and don’t care for either item – can I return them?

Yikes!  We are so sorry you didn’t like either style.  Unfortunately, we can not take them back, however would recommend looking for a shelter in your area and donating them there, as undies are always in need at women’s shelters.  With that said, we would love to get your feedback so we can understand how we can make our products more inclusive and enjoyable.  Please email us at support@genagraceful.com.  Thank you!!

 

My panties came in and are damaged, what should I do?

Please contact us at support@genagraceful.com so we can take care of it for you.

 

Can I request specific colors and fabrics for future shipments?

Unfortunately, not.  We negotiate with our partners well in advance.  If there is something specific you would like to see – drop us a line, we are always looking for fresh ideas. 

 

Shipping Questions

How much is shipping?

Shipping is free in the US, international shipments are $10

 

When should I expect my shipment each month?

We mail the packages out on the 20th of every month from the west coast, so depending on where you are – you should receive them in less than a week.

 

I haven’t received my shipment and it’s almost time for the next shipment – what happened?

Please contact us ASAP so we can track down your shipment and make sure we have your correct address on file for this next shipment.  Email us at support@genagraceful.com

 

Billing Questions

When will I be billed?

Your card will be billed on the 15th of every month for our monthly subscriptions.  For the quarterly shipment, it will be the 15th of the month that product ships, so once every 3 months.

 

How do I update my billing information?

Log into your account and under account info – update your credit card info.

 

Can I pause my subscription?

Absolutely, just contact us before your card is billed and we will take care of you. support@genagraceful.com

 

How do I cancel my subscription?

Oh no!  We would hate to see you go, however understand if you need to take some time to clean out the panty drawer.  Please email us at support@genagraceful.com and we will take care of it for you.

 

Misc Questions

Does Gena Graceful give back?

Yes, we do.  We work with a couple of women’s shelters nationally to donate panties on a regular basis.  We also donate to various organizations following natural disasters. 

 

I want to collaborate with you all – how do we make that happen?

Wonderful!  We love fresh ideas and chatting with talented women.  We can’t guarantee all requests will be fulfilled, but we would love to find a way to work with you if our needs match.