FAQ
Frequently Asked Questions
 
 

How do I contact you? Can I place an order over the phone?

 
Yes, we can accept orders over the phone. You can contact us by phone at (302) 357-4571 on weekdays between the hours of 9:00 AM - 5:00 PM Eastern Standard Time Monday through Friday. Or. you can contact us at justgratefulhelp@aol.com We are closed on weekends and major, national holidays.
 
After Thanksgiving, and until Christmas Eve, we offer extended customer service hours. Our phone line is staffed seven days a week, and until 8:00 PM in the evening Eastern Standard Time.
 
Do you stock all of the items you have for sale?
 
We try to stock everything we offer. We operate three separate warehouses, because we support two retail locations. With our inventory spread out, and particularly on multiple item orders, we usually have to transfer merchandise to our main ship point.
 
We do our best to have everything on hand. On rare occasions, we may be out of an item, but even then, we can usually replace those items from and of our vendors within two days. If we are out of an item, and unable to shop in a reasonable time frame, we'll contact you as soon as possible to advise that status.
 
How do you ship, and how long will it take to receive my purchase?
 
We have commercial accounts with all three major shipping carriers (USPS, UPS, and FEDEX). The method we use to ship your order is based on the size and weight, and also the distance it must travel. Larger orders in excess of three pounds will usually ship via Priority Mail, FEDEX Home, or UPS Ground. Smaller orders almost always ship USPS First Class or USPS Priority.
 
You will receive a tracking number automatically when your item is shipped, and regardless of which carrier or method we are using. You can usually expect to receive your order within seven to ten business days from the date you purchased it (sometimes sooner), and generally, orders ship within two to three business days from the time we receive the completed order.
 
If you need an item quickly, please contact us. We'll do everything in our power to accommodate you, and can review with you expedited methods and those costs.
 
What is your privacy policy?
 
We never share or sell your information to any third parties. Ever. Also, we do not send any promotional or advertising communications via E Mail. We will only contact you if you have requested us to do so, or if there is an issue or problem processing your order.
 
Which forms of payment do you accept?
 
We currently accept VISA, MasterCard, American Express, US Postal Service Money Orders, and personal checks. If you wish to send a check or postal money order, please contact our customer service for mailing instructions and to confirm your order.
 
Do you sell licensed merchandise?
 
Yes, we only sell licensed Grateful Dead and Jerry Garcia merchandise. Our wholesalers/manufacturers are among the most recognizable in the industry, and without exception, have been in business for at least a decade.
 
If you have seen Grateful Dead merchandise on the internet, and believe it to be counterfeit and wish to report it, please contact us. We're happy to give you contact information for the licensing agents that can pursue that.
 
I've been trying to find a specific Grateful Dead item, and it's not on your web site and I can't find it anywhere. Can you help me?
 
We might be able to help. We have on hand a number of items that we don't display on the site, usually because they are discontinued, and we don't have sufficient quantity to display them. The same is true of our manufacturers and wholesalers. These items are usually referred to as "dead stock". So it's possible the item or style may be available, even if it has been discontinued for years.
Simply contact us, and give us as much information as possible regarding the item. We'll do our best to locate it for you.