Thanks for shopping with Pepper Gray. Our products are made especially for you as soon as you place an order, which is why it takes us a bit longer to deliver it to you. Making products on demand instead of in bulk helps reduce overproduction and is kinder to our planet, so thank you for making thoughtful purchasing decisions!

1. Processing Time:

• Orders are processed within 1-2 business days (excluding weekends and holidays) after payment verification.
• For customized orders, processing time commences after we have received your approval to proceed with the order and you have paid for your order.
• Please double-check your shipping address. We will not be responsible for orders shipped to incorrect addresses.

2. Shipping Rates:

• Shipping charges are calculated based on the weight of your order and the destination.
• Enter in your address at checkout to work out your shipping cost.
• From time to time, we may offer free shipping to various locations. These offers will be announced on our website and shown in the announcements banner at the top of the website.
• We reserve to the right to remove free shipping at anytime, but will honour free shipping for any orders that we have received before we make a change to our shipping policy.

3. Shipping Methods:

• Shipping varies depending on product and delivery location. Enter in your address at checkout to determine when you can expect to receive your item.

4. International Shipping:

• We ship internationally. Shipping rates and delivery times vary based on the destination. Here is a list of locations where we ship to.
• International customers are responsible for any customs duties or taxes imposed by their country.

5. Order Tracking:

• Once your order is shipped, you will receive a tracking number via email.
• Use the tracking number to monitor your package's journey to your doorstep.

6. Delays:

• We strive to deliver your order promptly, but unforeseen circumstances may cause delays.
• If there's a significant delay, we will notify you via email.
• For Christmas orders, we strongly recommend that you order your product in the last week of November. Any later and we cannot guarantee that you'll receive it in time.

7. Lost or Damaged Items:

• In the rare event of lost or damaged items during shipping, please contact us within 7 days of receiving your order.
• Provide photos of the damaged items and packaging for our investigation.

Thank you for choosing Pepper Gray.