Shipping & Fulfillment

Every item you win lands in your inventory. From there you can, where eligible:

• Claim & ship — we authenticate the item and ship it to your verified address;
• Convert to balance — instantly credit your account at the item's stated value to keep playing;
• Withdraw — cash out eligible balance to crypto (subject to verification).

Some items are claim-only or convert-only; the available options are shown on each item. Once you confirm a claim, the item is locked for fulfillment and can't be converted or re-sold on the platform.

High-value and collectible prizes pass through an authentication and quality-controlstep before they ship. We source or verify the item, confirm condition and authenticity, and only then pack it. This protects you from counterfeits and ensures you receive exactly what you won. It also means high-value claims take longer than everyday items.

Each claim progresses through clear stages, visible in your account:

• Requested — you've submitted the claim and shipping details;
• Authenticating — we're sourcing / verifying the item;
• Packing — the item passed QC and is being prepared;
• Shipped — handed to the carrier; a tracking number is added;
• Delivered — the carrier confirms delivery.

You'll be notified as the status changes.

You're responsible for providing a complete, accurate shipping address. High-value claims require a verified identity and may require the shipping name to match your verified name. We cannot redirect a parcel once it has shipped, and we're not responsible for losses caused by an incorrect address you provided.

Everyday items typically ship within a few business days of a confirmed claim. High-value or made-to-order items, and items requiring authentication, can take significantly longer — we'll keep you updated. Delivery times depend on the carrier and destination.

For international shipments, import duties, taxes, and customs fees may apply and are your responsibility unless stated otherwise. We ship to most countries we serve, but some items can't be shipped to certain destinations due to legal or carrier restrictions; in that case you can convert the item to balance instead.

Inspect your parcel on arrival. If an item arrives damaged or doesn't arrive, contact support@graildrop.io within 7 days of the delivery (or expected delivery) date so we can investigate with the carrier and make it right — typically by replacement, re-shipment, or balance credit. Parcels returned as undeliverable will be held; we may ask you to re-confirm your address or convert the item to balance.

Because prizes are won through a game of chance and (for high-value items) authenticated to order, claims are generally not returnable or exchangeable once shipped, except where an item arrives damaged, defective, or not as described, or where a non-waivable consumer right applies. Prefer flexibility? Convert the item to balance before claiming.