Customer Care Policy

Last updated: February 13, 2026

This policy explains how you can submit a complaint regarding our products, services, or customer support, and how we handle and respond to complaints.

We are committed to addressing concerns in a fair, transparent, and timely manner.

WHAT IS A COMPLAINT?

A complaint is any expression of dissatisfaction related to:

  • A product or order
  • Our services or support
  • A previous interaction or resolution

where a response or resolution is expected.

HOW TO SUBMIT A COMPLAINT

You can contact us using the details below:

📩 support@thompson-gray.com
📞 +1 (307) 620-8139

To help us review your complaint efficiently, please include:

  • Your full name
  • Your order number (if applicable)
  • A clear description of the issue
  • Any relevant supporting information (e.g., photos)
  • Your preferred resolution (if applicable)

NEED ASSISTANCE?

If you require assistance submitting your complaint, you may authorize another person (such as a family member or representative) to contact us on your behalf.

We may request confirmation before discussing account-specific details.

HOW WE HANDLE COMPLAINTS

Acknowledgment

We aim to acknowledge complaints within 24–48 business hours.

Review Process

If the issue cannot be resolved immediately, we will review the matter and may request additional information to properly assess the situation.

Resolution

We aim to resolve complaints within 30 days, depending on the complexity of the issue.

If additional time is required, we will notify you and provide an update.

If a complaint cannot be approved, we will clearly explain the outcome and reasoning.

REQUESTING UPDATES

You may request an update on your complaint at any time by contacting our support team.

POSSIBLE RESOLUTIONS

Depending on the situation, outcomes may include:

  • Explanation or clarification
  • Replacement of an item (if applicable)
  • Refund (subject to our Returns & Refund Policy)
  • Store credit (where applicable)

All resolutions are assessed on a case-by-case basis in accordance with our policies.

CONTACT INFORMATION

For all complaints and inquiries:

📩 support@thompson-gray.com
📞 +1 (307) 620-8139