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Frequently Asked Questions

For pending online orders, contact mailorder@gravitypope.com or call +1 (780) 989-1637

Why is my order delayed?

  • During periods of high order and shipping volume you may experience delays. We do our best to process orders as quickly as possible while maintaining a safe operating environment. Visit Canada Post for updates on shipping times and delays.
  • Product is sourced from our retail stores across Canada and may need to be transferred into your chosen pickup location or consolidated prior to shipping to your home address.

Can I pick up my order at a storefront location?

  • We are currently offering Contactless Curbside or In Store Pickup at our storefronts in Toronto, Vancouver, Calgary, and Edmonton. Please wait until you receive Your Order is Ready for Pickup notification before arriving to pick up your order.
  • Feel free to call or email your nearest gravitypope location to see if the item you wish to order is in stock or if it will need to be transferred in.

When will I receive my order confirmation?

  • All online inventory is sourced from our storefronts across Canada. As soon as the availability of all items within your order has been confirmed and the payment has been processed by our eCommerce team you will receive an “Order Confirmation” email. This process can take 3-5 business days depending on order size and availability.

Can I make changes once my order is placed?

  • We accept changes to orders up until they have been prepared for shipping. Once an order has been shipped, it cannot be cancelled or changed. If package is refused, a restocking fee equal to the return shipping charge will be deducted from the refund.

When will I receive my gravitypope Online Gift Card?

  • You will receive an Online Gift Card confirmation email within 24 hours of the order being placed.

What forms of payment do you accept?

  • We accept Visa, MasterCard, PayPal and Sezzle. Our store can be viewed using preferred currency, but orders are charged in Canadian currency (CAD) at the current exchange rate. Visit our Ordering page for more information on accepted payments.

Is my credit card number and personal information secure?

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

Do you price-match and offer price adjustments?

What is a clearance or outlet product? 

  • Clearance products are considered to be anything that is discounted more than 30% off the original ticketed price. All items that fall within that category are final sale and cannot be returned. 

  • Outlet products are from previous seasons that have been heavily discounted. Outlet products are not available year-round, like clearance products, but are specially chosen for specific outlet sales. As stated, outlet product is from previous seasons and as such may show some wear as they have been displayed in our storefronts. Footwear purchased through the outlet may not arrive in its original branded box. All items from the Online Outlet are considered final sale and cannot be returned. 
  • To be the first to know about any upcoming Clearance or Outlet events, join our mailing list!

Why are some perfumes available for purchase online while others are not? 

  • As per Government regulations, perfume containing alcohol may not be shipped internationally or mailed domestically using air transportation.

How can I find my size?

  • We carry a large variety of brands and styles coming from countries far and wide. Because of this, we have created a size guide to help our customers better understand the size conversions of our international products. 

  • If you have further questions regarding size, please feel free to contact our eCommerce team via email at mailorder@gravitypope.com or via telephone at (780) 989-1636.  

SHIPPING

How can I tell if my order has shipped?

  • We will update you via email when your order is processed and ready to be shipped. You will receive a tracking number from Canada Post when the order has been picked up.

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

  • If you pay via PayPal we can ship to a PayPal confirmed shipping address. Otherwise we can only ship to the name and billing address listed on the order.

Can I have my order expressed?

  • We currently use Canada Post Expedited services for all of our deliveries. For specific details about delivery standards via Canada Post, please look here.

Will I incur additional costs from duties and taxes on my order?

  • Visit our shipping page for information on additional costs that may apply depending on your region.

SEZZLE

What is Sezzle?

  • Sezzle is a payment solution that gives you the freedom to buy now and pay later—with no interest.
    Click here for more information about Sezzle.

Does Sezzle do a credit check?

  • Sezzle will complete a “soft check,” which means they look at your credit score as part of their risk check. This does not impact your credit score.
    Sezzle uses this info to verify your identiy and to approve you to use Sezzle.

Is Sezzle secure?

  • Yes. Sezzle undergoes quarterly scans and yearly audits to ensure your data is safe and to maintains compliance at the highest level in the Payment Card Industry (PCI): PCI Level 1.

Who can use Sezzle?

  • To use Sezzle, you must be 18 years or older* and have a valid phone number based out of either the United States or Canada.

    You will also need to have an email address and a payment method ready at checkout. Sezzle accepts all major debit and credit cards, and you can also link a bank account directly. At this time, prepaid cards are not able to be used to place orders, but you can use them to pay off existing orders.
    *You must be 19 years or older in Alabama, or if you are a ward of the state and live in Nebraska.

How do I sign up for Sezzle?

  • You can sign up for an account directly through the Sezzle website, or you can sign up as you check out at gravitypope.com.

What if I want to return or exchange a purchase I made with Sezzle?

  • Sezzle is only available online at gravitypope.com and returns for a Sezzle purchase cannot be completed in-store. As per gravitypope’s Online Return Policy, to activate a return or exchange, email returns@gravitypope.com with your order number.

Can’t find the answer you need? Please email your inquiry to mailorder@gravitypope.com

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