Support at GRAY® | Contact Us, Corporate Enquiries, FAQ 's, Press Kit

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FAQ

Purchases
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What are my payment options?

You may pay with any major credit card through Visa, Mastercard or PayPal. Cryptocurrency payments can also be accepted through BitPay.

When will my credit card be charged?

Your credit card will be charged immediately after payment.

Do I have to pay custom and import taxes?

The prices reflected on the GRAY website are delivered duty unpaid. The buyer bears all import and custom costs associated on the product. The costs of any returns to GRAY as a result of nonpayment of any taxes will be borne fully by the buyer.

What happens if a product is out of stock?

Limited edition products will no longer be available if it is completely out of stock. Any non-limited edition product that runs out of stock will be available on back-order.

Pre-orders & Back-orders
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What is a pre-order?

GRAY may choose to offer new products on pre-order. This means that you can purchase the product in advance with GRAY. GRAY will notify you via email when your pre-order item becomes available. There will be no cancellations of pre-orders.

What is a back-order?

A product that is temporarily out of stock will be available on back-order. To purchase a product on back-order, simply follow the standard purchasing instructions and it will be delivered after the product is back in stock. There will be no cancellations of back-orders.

Shipping
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When can I expect my order to be delivered?

Please allow us 1-2 days to confirm your payment and prepare your order for shipment. Special products which require certain customization will take additional time and is specified on their respective product pages.

International shipping is provided via FedEx International Economy, and delivery will typically occur 2-4 days after payment and shipment confirmation.

Domestic shipping (Singapore) is provided via SpeedPost Standard Service, and delivery will typically occur 1-2 days after payment and shipment confirmation.

How can I track my order?

You will receive two emails from GRAY upon purchase: One confirming your order and another when your order has been shipped. A tracking number will be provided for you to track the progress of your shipment.

For international shipping, please contact Fedex directly for more information. For domestic shipping (Singapore), please contact Speedpost directly for more information.

Product Guarantees, Warranties, Cancellations, Returns, and Exchanges
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What is the Product Guarantee Policy?

If the item you ordered is damaged or defective at the time of its receipt you may return it in order to get a replacement of the Product. This return must be initiated within five (5) days of your receipt of the Product. The replacement order will be shipped once the original item is received by us and is processed at our service processing facility. If the returned product is not defective, the original item will be returned to you and the return shipping fees will be charged to you.

Is there a Warranty for my product?

There will be a one year warranty from the date of purchase to cover any manufacturer’s defects in the material and physical workmanship of the Product. This warranty is conditional upon the Product being used under normal circumstances and being properly cared for by the Customer.

Excluded from the warranty are any damages associated with wear and tear from daily use, scratches and dents to the Product surface due to drops and similar events. If the Product is modified in any way or serviced by anyone other than Gray or the manufacturer, this warranty will immediately cease to apply.

Can I Cancel my order?

We have a no Cancellation Policy. Orders placed no matter the time period after payment cannot be cancelled.

Are product Returns allowed?

There will be no returns for any orders bought from www.gray-international.com

Can I Exchange my product?

In order to exchange a Product you must:

  1. Initiate a Product exchange request via Gray’s Support Center.
  2. Initiate your return request within five (5) days of your receipt of the original Product.
  3. Return the Product unused and sealed in the original package with all original materials provided in their complete condition.
  4. The original Product can only be exchanged for a Gray Product of equal or greater value.
  5. If the original Product has been customised or personalised, exchange and return is not permitted.

If you meet these requirements Gray will exchange the original Product for another Gray Product of equal or greater value. You must pay the return shipping fees for the original Product and the shipping fees for the new Product.

Our team of customer service specialists are here to address all your needs. Do let us know your queries and we will get back to your shortly.

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