Frequently Asked Questions

 

About Us

Who is Carter & Gray?

Carter & Gray LLC is an online retailer based in Richmond, Virginia. We help creative entrepreneurs do more of what they love. We are anti-racist and believe in equity and inclusion. 

Contact Us

What’s the best way to get in touch with Carter & Gray?

Email is the best way to reach us. If you are a customer, email customersupport@carterandgray.com. All other inquiries should be directed to hello@carterandgray.com.

Free Shipping

How do I qualify for free shipping?

Orders for $50 (pre-tax) or more qualify for free shipping.

Promotional Offers

How can I take advantage of promotional offers?

Sign up for our newsletter and receive a code for 15% off your next order. Place an order and look for the coupon code on your packing slip. From there, open our emails and follow us socially. (Instagram is our favorite place to hang out!)

Can I apply a coupon in addition to the free shipping?

Absolutely!

Delivery

When will I get my order?

Digital products are delivered immediately. Since our physical products are made to order, during typical time periods, it could take up to two weeks to receive your order. Here’s what goes into that estimate: 3-7 business days to fulfill an order and then 5-​8 business days to ship within the USA. 

Do you ship internationally?

Not at this time. If you are interested in placing an international order, please contact us at customersupport@carterandgray.com.

If we decide to offer our products internationally in the future, an additional customs and tax fee could occur on these orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so you would need to check with your local customs office directly to see if they apply duties and taxes to your purchases.

Where will my order ship from?

We work with an on-demand order fulfillment company with facilities worldwide. Your orders are printed and shipped from the facility that can do it most efficiently. Today, we are only working with US fulfillment centers.

My order should be here by now, but I still don’t have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

  • Check your shipping confirmation email for any mistakes in the delivery address.

  • Ask your local post office if they have your package.

  • Ask your neighbors if the courier left the package with them.

    Pro tip: Package theft is on the rise—I​f you’re expecting a home delivery and you know you won’t be home to accept it, use an address where you know you’ll be.

Shipments that go unclaimed are returned to our print distributor’s facility and you will be liable for the cost of a reshipment to you.

If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us within three weeks of expected delivery at customerservice@carterandgray.com and provide your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

Pro tip: The zip code is the most important part of the address. Use a simple tool like U​SPS ZIP code lookup​ to make sure you get it right!

Orders

How are your products made?

We work with a reliable, high-quality print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently.

How do I track my order?

If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at customerservice@carterandgray.com. For packages lost in transit, all claims must be submitted no later than three weeks after the estimated delivery date.

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at customerservice@carterandgray.com within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

Please do not return the product to the return address on the package without first contacting us. The return address on your packing slip is our drop shipper’s address and they do not offer returns/exchanges. All orders are custom made after an order is received, so all communications should be directed to customerservice@carterandgray.com.

Returns

What’s your return policy?

We don’t offer returns, but if there’s something wrong with your order, please let us know by contacting us at customerservice@carterandgray.com. Any claims for misprinted/damaged/defective items must be submitted within one week after the product has been received.

Do you offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at customerservice@carterandgray.com with photos of wrong/damaged items and we’ll sort that out for you.

Can I exchange an item for a different size/color?

At this time, we don’t offer exchanges. We are a small business and print on demand. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. (In our experience, sizing up is best if there is a question on sizing.)

Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at customerservice@carterandgray.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund.

Legal

Where can I find your privacy policy and terms of use?

You can click here for our terms of use and here for our privacy policy.