FREQUENTLY ASKED QUESTIONS
Web Sale Customer Service +1 (780) 989 1637; mailorder@gravitypope.com
What happens when I submit an order?
When ordering from gravitypope.com:
1. Select a colour and size from the drop down and add it to your bag.
2. Click "view bag"
3. Proceed to secure checkout.
4. Order Summary is where you will enter your contact information, your shipping details and either pay wiht your credit card via our sites online terminal, or you can pay via PayPal.
As the size you selected may not be available for sale, we will verify the availability of every order we receive and we reply to your request accordingly. If we can fill all, or a portion of your order and will contact you prior to shiping with the details of your order.
We will use the size you requested as your most common size worn. If you have any additional information about your foot shape or sizes worn, PLEASE use the comments box to provide us with this information.
What forms of payment do you accept?
We accept Visa, Master Card and PayPal payments. You can pay via our site directly or if you wish, you can make payment via PayPal if you are having difficulties with our secure checkout.
Should I be worried about giving out my credit card number and personal information?
We employ industry standards in online security. All information is transmitted through secure connections and is SSL certified. In addition to our online security measures, gravitypope reserves the right to refuse any transaction we suspect to be made fraudulently.
What is a CVD code and why do you need the CVD code to complete my online order?
Card Validation Digits (CVD) is the digits that confirm that the credit card number you are using is in fact the credit card in your hands. For Master Card and Visa, these can be found on the back of your credit card.
I tried to buy from your site, but I received a message saying “AVS is not supported.” What is AVS?
Address Verification Service (AVS) is a means of validating the billing information that your credit card company has on file with the billing information that you provided. This requires an exact match, so if you are having problems, please ensure that you have entered the information as it would appear on your statement.
Not all countries support AVS for Visa and Master Card. Card holders with a bank that does not support AVS may receive an error due to the lack of data. Some countries prevent banks from verifying customer data.
If you are unable to use our site's secure checkout, we offer the use of PayPal, a third party service and secure industry standard as an alternative method of payment. PayPal uses different verification methods to transfer funds between the customer and vendors from AVS. If you have any questions at all, contact us at mailorder@gravitypope.com.
I am unable to complete the PayPal invoice you sent. Why?
There can be a variety of reasons why you are unable to proceed smoothly with PayPal. It is best to make note of any messages that you receive that prevent you from proceeding and contact a PayPal associate for the answer. As PayPal is a third party system that facilitates the transaction between you, the customer and us, the retailer, it is wise to contact them in order to ensure your PayPal account is properly set up to send payments. More information can be found at www.paypal.com.
Can I pay over the phone?
We do not accept credit card information over the phone.
I submitted an order at 8 pm on Friday. Why have I not heard from you?
A sales associate can be reached Monday through Friday 9 AM to 5 PM Mountain. Due to the volume of requests, we will reply to your inquiries within 48 business hours and in the order they were received.
How do I order items with a cashier's check or money orders?
We can accept payment in the form of a cashier’s check or money order. We do not accept personal checks. All funds must be in Canadian Dollars so this option is only for Canadian residents. Please contact a sales agent prior to sending funds in these forms so we can confirm the amount that is owing in order to expedite your order.
What about shipping costs and what taxes are applied to my order?
We ship with Canada Post and the following are our shipping rates and are based on the ship to information you provide:
Canadian Orders: $15 for the first pair; $5 for each additional pair.
All Canadian orders are subject to GST. BC residents who order via the gravitypope website will be charged a 12% H.S.T. on all orders.
US Orders: $20 for the first pair; $7 for each additional pair.
International Orders: $55 for the first pair; $15 for each additional pair.
US and International orders are not subject to Canadian taxes but we are unable to determine the duty and taxes that may be charged by the US and other foreign customs offices. As a result it is the customer’s responsibility to cover any and all customs charges that may apply to their order.
Can I request to pick up my order at one of your storefront locations?
Sorry, but orders placed on gravitypope.com can only be mailed to the confirmed billing address.
What are the shipping time frames for my order?
We use Canada Post Expedited services for all deliveries. The time frames for services within Canada and the US are about 3 to 5 business days depending on the postal code. International orders can take from 6 to 12 business days depending on the zip code and customs delays. For specific details about delivery standards via Canada Post, please click here. If we are shipping to your business address, please provide us with the company name in the 'Comments' field.
For multiple item orders, please keep in mind that stock is gathered from inventory that is shared with our store-front locations in Edmonton, Calgary and Vancouver. All orders are consolidated into one location before shipping in order to obtain a single tracking number. Please keep in mind that the consolidation process can take between 2 to 5 additional business days (on top of Canada Post shipping standards) due to the nature of our transfer and receiving process. If this is an issue, please be sure to make note of this in the 'Comments' field for all multiple item orders so that we can assess each order accordingly.
Can I ship to an address that is different than my billing address?
Gravitypope will only ship to the name and billing address indicated on the order form submitted. If you paid via PayPal's online terminal, we will ship to a PayPal confirmed shipping address.
Do you ship to P.O. Boxes?
We will only ship to a P.O Box if it is your billing address OR if it is a PayPal confirmed shipping address.
Can I have my order shipping to an international forwarding company?
No! We will not ship any international orders to a forwarding company.
Can I have my order shipped express?
We currently use Canada Post Expedited services for all of our deliveries. For specific details about delivery standards via Canada Post, please click here.
What is the status of my order?
We will reply to all emails within 48 hours. If you have paid for an item after receiving a confirmation email from us, we will have usually sent your order within 48 hours of receiving a payment confirmation. We will send you an email indicating that your order has been picked up for delivery or if you should expect any delays.
I am having troubles entering my order, should I keep resubmitting the same order?
No! If you are having some troubles and the order does not seem to be proceeding smoothly, stop and take note of what was happening and contact us at mailorder@gravitypope.com with the details. It is important that you DO NOT send any of your credit card details to us in an email, as this is not a safe means of transmitting information.
What is your return policy?
Regularly priced merchandise can be returned within 14 days of delivery. Please contact a web sales representative before returning any product for a Return Authorization Number. Shoes MUST be unworn and in their original box. Returns for refund must be requested within 3 days of receipt of your order. We offer store credit for returns requested within 14 days. We do not credit shipping charges.
Sale product is final sale. Final sale product cannot be returned.
What is your exchange policy?
There are no guarantees that an exchange size will be available. We can offer an exchange on regularly priced unworn merchandise. Please contact a web sales associate at returns@gravitypope.com prior to any exchange so that we can confirm we have an exchange available and to coordinate the return. Any and all shipping charges are the customer’s responsibility to cover. That includes the return to us at gravitypope and the sending of the exchanged item to you.
How do store credit’s work?
A store credit is valid for 2 years at all of our locations, including online purchases via www.gravitypope.com except towards the purchase of online or in-store Gift Certificates. Upon returning an item via the website, you will be issued a store credit number that you must quote the next time you wish to purchase online. We are not responsible for lost or stolen credit note information. Keep your store credit information on file.
How do I use my store credit online?
It is important that you provide us the store credit number you were issued in the 'Comments' entry field of our checkout page. It is essential that you quote this number correctly so we are able to validate its authenticity. Any overages that may occur as a result of a transaction using a credit note will be issued back under a new credit note.
Why are your Canadian prices higher than US prices?
Duties and taxes on imported items are at different rates for Canada and the US. Import rates and exchange rates at the time of the products' reception all have an affect on the final pricing for each item. These rates are independently determined within Canada and within the United States and can differ quite a bit in some cases.
Will you price match other websites or stores?
We do not price match other websites or stores.
Can you mark my order as a gift?
No. It is the customer’s responsibility to cover any and all duties and taxes that may be due upon delivery.
Do you have a catalogue?
The best place to see what styles we are currently carrying is to check out our website at www.gravitypope.com.
I want to know if you carry a specific brand/color/size?
The best place to find out our current brands is to check us out at www.gravitypope.com. If you are curious about a style within any of the brands we currently carry or if you want to know if we are carrying a particular brand in the future, just drop us a line at mailorder@gravitypope.com and we can look into it for you.
If my order is not available online should I contact your retail stores directly to find out if they have it?
When an order is placed with our web sales department, we will look in all available inventories. As we have greater access to this information, you do not need to contact our retail locations in order to locate an item.
Do your styles come in different widths?
We order average widths. There are variations in fit between styles and if you ask us, we can get back to you with more information about the fit of a particular style.
Will the colors on my screen match the actual products?
We make every effort to match the colours of what we have on stock to what you see on our site. That said, colours seen online depend more on your monitor than the site. If you are concerned, drop us a line and we can take a look for you.
What sizing do you typically order for stock?
For women we will generally start at a US 6 and go to a 10. For men, we will start at a US 8 to 12. We occasionally receive a smaller and larger size if we know of a fit discrepancy, but we do not always order smaller and larger sizes as they are not always available to us.
As we carry an extensive range of brands that manufacture globally, there is no hard and fast rule for determining your size. Below are some general sizing conversions to assist you in your selection. As fits can very from brand to brand, this information is intended as a guide. If you are unsure of any of the sizes you see on our site, please contact mailorder@gravitypope.com and we can get you the information you need to make a decision.
For a US size run, we find the following conversions to a European size run typical:
FOOTWEAR
| WOMEN'S US/CANDIAN SIZE | 5 | 6 | 7 | 8 | 9 | 10 | 11 |
| WOMEN'S EUROPEAN SIZE | 35 | 36 | 37 | 39 | 40 | 41 | 42 |
| WOMEN'S UK SIZE | 3 | 4 | 5 | 6 | 7 | 8 | 9 |
| MEN'S US/CANADIAN SIZE | 7 | 8 | 9 | 10 | 11 | 12 | 13 |
| MEN'S EUROPEAN SIZE | 40 | 41 | 42 | 43 | 44 | 45 | 46 |
| MEN'S UK SIZE | 6 | 7 | 8 | 9 | 10 | 11 | 12 |
CLOTHING
| WOMEN'S SIZING | XXS | XS | S | M | L | XL |
| US | 0-2 | 2-4 | 4-6 | 6-8 | 8-10 | 10-12 |
| EUROPEAN/FRENCH | 34 | 36 | 38 | 40 | 42 | |
| ITALIAN | 38 | 40 | 42 | 44 | 46 | |
| UK | 8 | 10 | 12 | 14 | 16 | |
| WAIST (INCHES) | 24 | 25-26 | 27-28 | 29-30 | 31-32 | 32+ |
| MEN'S SIZING | XXS | XS | S | M | L | XL | XXL |
| US | 34 | 36 | 38 | 40 | 42 | 44 | 46 |
| EUROPEAN | 44 | 46 | 48 | 50 | 52 | 54 | 56 |
| UK | 34 | 36 | 38 | 40 | 42 | 44 | 46 |
| WAIST (INCHES) | 23 | 27-28 | 29-30 | 31-32 | 33-34 | 36 | 38 |
I ordered a size your website said was in stock, yet you replied saying it is not. Why?
Product mey be currently being held for other customers or there may be an inventory varience. If you have any concerns about the availability of product before placing your order, we ask that you email mailorder@gravitypope.com with any questions prior to paying. This way we can minimize the tying up any funds that you have submitted unnecessarily.
