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Frequently Asked Questions

Please allow up to 24 hours for a response to your inquiry. Emails sent during non-office hours will be handled on the next business day. We are open Monday through Friday 9:00 am to 5:00 pm MST. If you need to reach us outside of our business hours then please email us and we’ll respond to you the next business day.

Shipping

Orders placed after 12:00 pm MST Monday through Friday will begin processing the next business day. Orders ship within 1-2 business days from processing. Orders do not ship or deliver on Saturday or Sunday. 

Merchandise

 

Tickets

 

If a size or color in an item I want is sold out will it be re-made?

Discounted and clearance items will not be recreated. However, if an item is new there is a chance we will recreate it based on demand.

 

How do I figure out what my size is?

sizechart

 

If I remember a product from way back that isn’t on the site anymore, is there a chance you have some available elsewhere?

Sorry to say, but most likely no. However, please contact customer service at customerservice@tetongravity.com and let us know what you liked. We will try to work the style or graphics into future products.

 

How do I return an item from my order?

Please visit our Returns Policy.

 

How long will it take for my order ship?

Please allow 2 full business days for your order to process and ship. You will be sent an email notification as soon as your order is shipped.

 

My order won’t go through, what’s going on?

If the billing address you have entered doesn’t match what your credit card company has on file exactly this will reject your order.  You may see a pending charge however this was the bank trying to authorize the charge. The pre-authorization will fall off, see below information.  You may want to reach out to your bank to confirm the correct billing address; this could include a specific suite number, zip code adjustment etc.

 

I am not receiving email confirmations, why?

If you do not have an email confirmaiton, please email customerservice@tetongravity.com and ask to resend your email confirmation. If you have an updated email address you would like your email confirmaiton sent to, please include this in the email requesting for your confirmaiton to be resent.  

 

Why are there multiple charges on my account?

When you placed your order through tetongravity.com/shop, a pre-authorization took place.  What this means, is the merchant sends a request to your bank to make sure the account is open and funds are available. As soon as your order has shipped we then charged your card for the amount that was pre-authorized (unless there was further communication between us). Pre-authorizations generally fall off within 3-5 business days but some banks show the pre-authorization for up to 30 days depending on their policy.

 

When will my order ship?

All orders are shipped within 1-3 business days. Note: Orders may take 24 hours to process before shipment, regardless of the shipping method selected. TGR ships orders Monday through Friday. Orders placed on Saturday and Sunday will resume processing and shipping on Monday. Example: An order placed on Tuesday with overnight shipping may not ship until Wednesday (due to processing) which will be delivered next day; Thursday. 

 

Why haven’t I received my email confirmation?

There are usually two reasons why you are not receiving email confirmations. 1. You may have an outdated email address on file/typed in your email address incorrectly. 2. You may have a spam blocker filtering out emails from our system.  Make sure to keep your user information current by updating your email address. Also, try turning off any spam blockers that may be preventing our messages from getting to you. If you are unable to adjust your email address, email us directly at customerservice@tetongravity.com and we’ll make sure you get a copy of your email confirmation.

 

I entered in the wrong address, what do I do?

Because orders go straight into processing which contains several steps, we are unable to make order adjustments. Please see below information regarding problems with your shipment. 

 

Has my order shipped?

Once your order is ready to leave our warehouse, an email confirmation will be sent along with your tracking number.

 

How do I track my order?

Once your email confirmation has been sent to you, you can copy your tracking number and enter it into the carrier’s website. (FedEx or USPS). The carrier will be noted next to your tracking number Example: FedEx Ground xxxxxxxxxxxxxxx

 

What if my order never arrived?

TGR is not responsible for lost or stolen shipments, therefore we cannot be held responsible. A claim will need to be filed with FedEx or USPS. Once your claim has been filed, please contact us directly at customerservice@tetongravity.com with information regarding your situation and your claim number. From here, we will work with you on getting your issue resolved.

 

I live in another country, can you ship here?

We currently ship to a lot of countries. Please see our Shipping Policy to find out which countries we ship to. 

 

I need to cancel my order.

Because orders go straight into processing which contains several steps, we are unable to make order adjustments. You may refuse the package when it gets delivered to you, once it arrives in our warehouse we will issue a refund for the product.

 

I washed my shirt and it shrunk, can I return it?

Sorry, we do not offer returns/exchanges for non-resell-able used/worn merchandise.

 

Is your site secure?

Our secure servers protect your information using an advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (secure sockets layer) encryption to protect your personal information from unauthorized use. View the privacy policy.

 

You’re all out of X! When are you going to make more?

We make our product in highly limited quantities. That means once something sells out (it can take hours or weeks), we never make it again. If you are referring to a different shirt, we may be sold out however if you have an image of the shirt please email us directly at customerservice@tetongravity.com and we’d be happy to look and see if it is available for you. 

 

What type of payment methods do you accept?

Visa, MasterCard, American Express, Discover
*We DO NOT accept gift cards or prepaid cards*

 

In what currency are international orders billed?

All items are displayed and processed in US Dollars.

 

Do you have any discount codes available?

Sign up to be a member and stay updated on all promotions and discounts! Also, keep an eye out on our social media sites! All discount codes and promotions will be announced through Twitter, Instagram or Facebook.  @tetongravityresearch

 

How can I get in contact with someone at TGR?

You can email us directly at customerservice@tetongravity.com and we will respond to your inquiry within 24 hours or contact us at 307-734-8192 during operating business hours.

 

You just annouced a special promotion, but my order was placed before the promotion was available, can I take advantage of it?

If the promotion contains a certian code, no. The order must be placed using the unique code provided at the time of the promotion. If the promotion does not contain a certian code, then yes your order may be eligible to participate.

 

Can I get a refund if I can no longer make it to the show?

Unfortunately, no, all sales are final.

 

What can I do if I accidentally purchase the wrong ticket?

We will try our best to accommodate switching your ticket to the correct show if you let us know immediately (by emailing us at filmtour@tetongravity.com), but in some cases we may not be able to.

 

How do I redeem my ticket to get my lift ticket offers?

On your TGR ticket (either physical ticket or e-ticket) there is a “ticket code”. Go to dev.tetongravity.com/tours and click on “redeem tickets”. Select the show that you attended and follow the directions. Upon submitting your reply, you should receive an email with your offers from our partners, including lift ticket offers. NOTE: you must be in attendance at the show for your offers to be valid.

 

I don’t see a showing in my town, how do I get added to the tour?

Email us at IP@tetongravity.com if you are interested in bringing the film to your town. We license the rights to our films out in some places, giving you a great opportunity to bring the movie to your town, raise funds for your favorite charity, ski club, or for your personal ski quiver fund. Also, we are constantly adding shows to our schedule, so check dev.tetongravity.com/tours often to stay up-to-date, follow Teton Gravity on Facebook to be notified of shows in your area, and sign up for our newsletter to make sure you aren’t missing out!

 

I have a question regarding a show, who should I ask?

Email us at filmtour@tetongravity.com - please let us know which show you are asking about, and be patient if it takes us a few days to get back to you during tour season when everyone is on the road!

 

What are the rules for the grand prize giveaway?

1. No Purchase Necessary To Enter Or Win. A Purchase Will Not Increase Your Chances Of Winning.
To Enter:
• Complete the entry form available to ticket purchasers at any screenings of our film.
• To enter without making a ticket purchase, visit dev.tetongravity.com and follow the directions to complete and submit your entry.
. Limit one entry per person. Entries must be complete to be eligible for the grand prize.

2. Drawings:
Winners will be selected in random drawings conducted on a date of TGR’s choosing near the end of the tour from among all eligible entries received, by TGR, whose decisions in all matters relating to this sweepstakes are final. Potential winners will be notified by email, and will be required to sign an affidavit of eligibility and publicity release that must be returned and received within 14 days of the date mailed to the potential winner or an alternate winner will be selected. By accepting a prize, each winner agrees to the release of his or her name and/or likeness for potential publicity purposes, where permitted by law. Odds of winning are dependent upon the total number of eligible entries received.

3. Prizes:
No substitution for prizes. Each winner is solely responsible for all applicable Federal, State, and local taxes on the value of his/her prize. First Prize trips must be scheduled and completed in the season in which they are won.

4. Eligibility:
The sweepstakes is open to legal residents of the United States and Canada except Puerto Rico, and all US Territories and Possessions. Void where prohibited by law or regulation. Not open to employees and their families of Teton Gravity Research, LLC, their subsidiaries, affiliates, participating retailers, prize suppliers, advertising and production agencies. Entrants agree to the release of their name, address, and email information to Teton Gravity Research, LLC. All Federal, State, and local laws and regulations apply. International sweepstakes are open to legal residents outside the United States and Canada.

5. Limitation of Liability:
Sponsor and judging organization are not responsible for typographical errors in any sweepstakes related materials; for late, lost, stolen, misdirected, damaged, incomplete, illegible, or postage-due mail or entries; for technical, hardware, software, or telephone failures of any kind; or for lost or unavailable network connections or failed, incomplete, garbled, or delayed computer transmissions that may limit or interfere with a participant’s ability to take part in the sweepstakes. Entrants agree that the Sponsor, its promotional partners, related companies, agencies, respective employees or officers shall not be liable for losses, injury, death, damages or costs of any kind resulting from participation in this sweepstakes or acceptance of or use or misuse of a prize or parts thereof. By entering, participants agree to be bound by these Official Rules.

6. Disclaimer of Correspondence
We value your privacy. We do not sell or provide any of the information you provide us to other companies, marketers, magazines or any third parties; however, by officially entering, you consent to be contacted by the films’ affiliates to include but not limited to Prize Providers and Mountain Resort Partners.

7. Winners List:
For a list of prizewinners, send a stamped, self-addressed envelope to: Teton Gravity Research FILM NAME Sweepstakes Winners List, 1260 North West St, PO Box 1346, Wilson, WY 83014.

8. Sponsor:
Teton Gravity Research, LLC, 1260 North West St, PO Box 1346, Wilson, WY 83014.

 

The fine print on ticket sales:

No refunds or exchanges. The resale of tickets for more than its face value without the written consent of teton gravity research is prohibited by law. You assume all risk and danger incidental to the event, whether occuring prior to, during, or after said show. You agree that management its agents and sponsors are not responsible or liable for any injuries resulting from your attendance at the event. No alcohol, drugs, weapons, food or any glass containers allowed unless otherwise noted. No recording devices permitted to capture the film itself. You hereby consent to the reasonable search for alcoholic beverages, drugs or weapons. You further consent to the use of your image or likeness incidental to any display, transmission or recap of the event. Management reserves the right to refuse admission or eject any person whose conduct is deemed by management to be disorderly or who fails to comply with the terms and conditions herein. In the event of a cancellation for which there is no rescheduled date, a refund for this ticket may be issued at the option of the management and may not include additional ticketing fees.

 

Where do I purchase tickets to a show?

Each film showing has specific ticket outlets, so be sure to double check the tour page for the most accurate details: dev.tetongravity.com/tours. In many cases, we sell tickets online to make it quick and easy.

 

Are the films family-friendly?

We do our best to provide a fun environment for the whole family at our live events. Be sure to check the tour page for any age restrictions at your city’s showing: dev.tetongravity.com/tours.

 

I tried to redeem my movie ticket, and it says there are no offers in my city. What’s up with that?

We have a lot of great offers from our partners, but they are not always valid at every stop on the tour. As always, if you have any questions, email us at filmtour@tetongravity.com.

 

I want to get involved with the TGR World Tour! What do I do?

If you want to be a part of our street team, click here for more details: (link). If you are looking for more information on sponsorship opportunities, shoot us an email at filmtour@tetongravity.com with the subject line: Tour Sponsorship.