Shopping Bag

Frequently Asked Questions

GENERAL

I submitted an order at 8:00 pm on Friday. Why have I not heard from you?

  • We will reply to inquiries within 48 business hours and in the order they are received. 

I am having difficulty entering my order, should I keep resubmitting the same order? 

  • If you are having difficulty proceeding with your order, contact us at mailorder@gravitypope.com. Do not email your credit card details as this is not a secure means of transmitting information.

I want to know if you carry a specific brand/color/size?

  • Our website is linked to our store inventory. Search www.gravitypope.com for the item you are looking for.

Will the colors on my screen match the actual products?

  • We make every effort to match the colours, however colours can vary based on monitors. If you are concerned, contact mailorder@gravitypope.com for colour questions.

Why did your website show availability, but you replied saying the items was not available?

  • Product may be on hold or being purchased while you are adding it to your shopping bag. If you have concerns about product availability, please contact mailorder@gravitypope.com prior to submitting an order.

What size should I order?

RETURNS

What is your return policy?

How does in-store credit vouchers work?

How do I use my store credit online?

PAYMENT

What forms of payment do you accept?

  • Visa, MasterCard, PayPal. PayPal does not require an account to submit payment through their checkout.

What currency do you charge?

  • You are able to view prices in your local currency, but you will checkout using CAD at the most current exchange rate.

Can I pay over the phone?

  • No. We do not accept credit card payment over the phone.

I cannot complete the PayPal invoice sent.

  • Contact PayPal to ensure your PayPal account is properly set up to send payments. Or visit www.paypal.com.

Why are your Canadian prices higher than US prices?

Duties & taxes are determined by customs authorities and determined at a different rate for each country.

SECURITY

Is my credit card number and personal information secure?

  • Yes. All information is transmitted through secure connections SSL certified. 

Do you save my credit card information?

  • No. For your safety, gravitypope does not save credit card information.

What is a CVD code?

  • Card Validation Digits (CVD) are the 3 digits on the back of your card.

SHIPPING

How can I tell if my item has been shipped?

  • gravitypope will contact you with order confirmation prior to shipping. You will receive a tracking number from Canada Post when the order is shipped.

What shipping costs and taxes are applied to my order?

What are the shipping time frames?

  • Visit our shipping page for information on shipping timeframes.

Can pick up my order at your storefront location?

  • No. Items purchased online cannot be picked up or returned in-store.

Can I ship to an address that is different than my billing address?

  • No. We can only ship to the name and billing address indicated on the order form submitted. If you paid via PayPal's online terminal, we can ship to a PayPal confirmed shipping address.

I received the message “AVS is not supported” and cannot process my order?

  • Address Verification Service (AVS) confirms the billing information matches your billing information. This must be an exact match to complete your transaction. Card holders banking outside North America may not be compatible with AVS confirmation. If you are unable to use our secure checkout, please use PayPal.

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 ship to P.O. Boxes?

  • We can only ship to a P.O Box if it is your billing address or a PayPal confirmed shipping address.

Can I have my order shipped 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 visit Canada post here.

GIFT CARDS

How do I purchase a gravitypope Online Gift Card?

  • Head to the Online Gift Card page. Select the value and click "add to bag" and proceed through checkout

When will I receive the gravitypope Online Gift Card?

  • A confirmation email will be sent once the Online Gift Card order is processed and the GC is ready to use
  • Please allow up to one business day from submitting your order to receive your gravitypope Online Gift Certificate confirmation
  • Online Gift Card orders submitted on Fridays after 12 PM MST will be processed the following Monday

Can I email the gravitypope Online Gift Card directly to the recipient?

  • No. An email will be sent directly to you, which you can forward to the recipient

Can I use my gravitypope Online Gift Card in-store?

How do I place an order online using my Online Gift Card?

  • Select the style and size you wish to purchase and click "add to bag"
  • At checkout, you will be given the option to enter a discount code of your Online Gift Certificate number. Carefully enter the Online Gift Certificate number in this field to apply the balance to your order

Are gravitypope Online Gift Cards returnable?

  • No. All Online Gift Card purchases are final sale once confirmed

Can I return an order made with a gravitypope Online Gift Card?

  • Yes. Our regular return policy applies, and any Online Gift Card balance will be issued in the form of a store credit.

Do gravitypope Online Gift Cards expire?

  • No. gravitypope Online Gift Cards never expire. Please keep the confirmation email for your reference as the code will be required when purchasing on gravitypope.com with your Online Gift Card.

 

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