Frequently Asked Questions

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

Frequently Asked Questions

Can I change my order?
  • We accept changes to orders prior to being 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.
Can I pick up my order in-store?
  • We offer In-Store Pickup at our storefronts in Toronto, Vancouver, Calgary, and Edmonton. A Ready for Pickup notification will be sent via email once the order is ready in your chosen pickup location.
Do you price-match and offer price adjustments?
How can I find my size?
  • We carry product from all over the world. 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 visa chat, phone, or email.
Is my payment and personal information secure?
  • Yes. All information is transmitted through secure SSL certified connections.
What forms of payment do you accept?
  • We accept Visa, MasterCard, American Express, 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.
What is a clearance or outlet product? 
  • Clearance product is anything discounted more than 25% off the original selling price. Items that fall within that category are final sale and cannot be returned. 
  • This includes all items sold during "Extra %" off promotions and are final sale.
  • Some clearance product is not available for in-store pickup.
  • Certain clearance product is from our Vancouver outlet and has been heavily discounted. The product may show signs of shop wear as they have been displayed in our storefronts. Footwear purchased from our outlet may not arrive in its original packaging.
When will I receive my gravitypope Online Gift Card?
  • You will receive your Online Gift Card via email within 24 hours of ordering.
When will I receive my order confirmation?
  • Inventory is sourced from our locations across Canada. When availability of all items in your order has been confirmed and payment has been processed you will receive an “Order Confirmation” email. This process can take 1-3 business days depending on order size and stock levels.
Why is my order delayed?
  • During periods of high order and shipping volume you may experience delays. Visit Canada Post for updates on shipping times and delays.
  • Product is sourced from our retail stores across Canada and may need to be shipped to your chosen pickup location or consolidated prior to shipping to your home address.
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.
Why can't I select In-Store pickup at checkout?
  • note that some sale items are unavailable for store pickup but can be delivered to a home address. Place a separate order for these items to continue with In-Store Pickup for the eligible items on your order.

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 once your order has shipped.
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.
Is express shipping available?
  • Chat or email us at mailorder@gravitypope.com for express shipping options.
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 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, email returns@gravitypope.com with your order number.

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