Faq's

1. HOW CAN I TRACK MY ORDER?

Once your order has been shipped, you will receive a confirmation email with your tracking details.

You can use this information to monitor your shipment directly through the carrier’s tracking system.

Please allow 1–3 business days for tracking updates to appear after dispatch.

2. HOW LONG DOES DELIVERY TAKE?

Order Processing

Orders are processed within 1–3 business days (Monday–Friday) after payment is confirmed.

Estimated Delivery Times (after shipment):

  • United States: 7–11 business days
  • Canada: 8–12 business days
  • International: 10–14 business days

Delivery times are estimates only and may vary depending on external factors.

3. CAN SHIPPING BE DELAYED?

Yes, in some cases delivery may be delayed due to factors outside our control, such as:

  • Carrier delays
  • Weather conditions
  • Customs processing
  • High seasonal demand

We will do our best to keep you informed if any delays occur.

4. DO I HAVE TO PAY CUSTOMS OR IMPORT FEES?

For international orders, customs duties or import taxes may apply.

  • These fees are not included in your order total
  • The customer is responsible for any applicable charges

We recommend contacting your local customs office for more information.

5. CAN I CANCEL MY ORDER?

Orders can only be canceled before they are processed.

Once an order has been processed or shipped, it cannot be canceled.

If your order has already been shipped, you may request a return in accordance with our Returns & Refund Policy.

6. HOW LONG DOES IT TAKE TO RECEIVE A REFUND?

After your return is received and inspected:

  • Refunds are processed within 10 business days
  • Your bank may take additional time to post the refund

If you have not received your refund within 15 business days after approval, please contact us.

7. WHAT IS YOUR RETURN POLICY?

We accept returns within 30 days of delivery, provided that items:

  • Are unworn, unused, and unwashed
  • Are in original condition
  • Include tags and original packaging

Return requests must be approved before sending items back.

For full details, please refer to our Returns & Refund Policy.

8. HOW DO I START A RETURN?

To request a return, contact:

📩 support@thompson-gray.com

Once approved, we will provide you with return instructions.

9. WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept secure payment methods, including:

  • Credit & Debit Cards (Visa, Mastercard, American Express)
  • PayPal
  • Apple Pay / Google Pay / Shop Pay (depending on availability)

Available payment methods may vary based on your location.

10. HOW DO I CHOOSE THE RIGHT SIZE?

We recommend checking the size guide available on each product page.

If you are between sizes or need assistance, feel free to contact our support team.

11. DO YOU OFFER GIFT CARDS?

Yes, digital gift cards may be available.

They can be purchased on our website and delivered via email with instructions on how to use them at checkout.

12. CAN I CHANGE MY SHIPPING ADDRESS AFTER ORDERING?

If you notice an error in your shipping details, contact us immediately:

📩 support@thompson-gray.com

We can only update addresses before the order is processed.

Once shipped, changes may not be possible.

13. MY ORDER SHOWS AS DELIVERED, BUT I DID NOT RECEIVE IT

If your tracking shows “delivered” but you have not received your package:

  • Check your delivery location and surrounding areas
  • Ask neighbors or building management
  • Contact the shipping carrier for more details

If you still need assistance, contact our support team and we will help you investigate the issue.

14. I DID NOT RECEIVE AN ORDER CONFIRMATION

Order confirmations are sent immediately after purchase.

If you did not receive yours:

  • Check your spam/junk folder
  • Verify your email address

If you still cannot find it, contact us and we will assist you.

15. HOW CAN I CONTACT CUSTOMER SUPPORT?

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

We aim to respond within 24–48 business hours.