CLOTHING FAQ's + shop policies
*PLEASE NOTE, if you order a clothing item + sign together this order will NOT ship until the sign has been built and painted*
We stand behind our products and want you to be satisfied with them! We always do our best to take care of our customers - dealing with all situations fairly and responsibly! If you received a damaged or defective item, please contact us within 6 days of receiving the damaged item so we can rectify the situation.
We happily accept returns on unwashed/unworn items with the tags still attached for a store credit. Please email email@example.com within 6 days of receiving your package to obtain your pre-paid return label. The cost of the label will be deducted from your store credit. Due to shipping logistics and a fast turn over rate exchanges are not possible! Returned items will be issued a store credit only.
- Timber + Gray will accept items that have been not been washed or worn. TAGS MUST STILL BE ATTACHED and item must be in original condition.
- Please email Timber + Gray upon receiving your package to start the return exchange.
- A return label will be automatically provided and a store credit issued once goods are received. Please note we do not offer monetary refunds; this is because yesterdays purchase immediately go towards providing you with frequent new arrivals! We get over 50 new styles a month and hope we can assist you in finding something new if your purchase doesn't work out!
- ALL Sale items, hats, intimates, jewelry are FINAL SALE.
If you wish to cancel your order please email firstname.lastname@example.org within 24 hours of placing the order to obtain a refund. Refunds are subject to a 5% processing fee from payment terminal.
In order to keep our prices as low as possible we reserve the right to choose the most economical shipping option. This could mean lettermail for items small enough. If you do not wish to have your item sent lettermail please contact us when placing your order!
Orders will ship between 2 - 3 business days after order is placed.
Our primary shippers are UPS + CANADA POST/USPS.
Transit times are approximately 2-3 Business days for Western Provinces. 3-4 Business days for Prairies/Eastern Provinces. 6-8 Business Days for Maritimes / Yukon / NWT.
Timber + Gray is not responsible for mis-delivered packages, stolen packages or returned packages due to customer error. If your package is returned to us you will be responsible for paying the shipping fee. For this reason it is very important to make sure you shipping address is correct.