Frequently Asked Questions
Orders are processed in the order they are received, Monday - Friday. Orders are shipped within 5-7 business days.
You will be sent an email notification as soon as your order is shipped.
Presale disclaimer: Any items sold on pre-sale are subject to additional delays and complications. Oftentimes pre-sales are launched while the product is in route to our warehouse and given the weather or other factors there might be delays. Pre-sale orders are shipped out as quickly as possible once the items arrive at our warehouse.
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. Be sure to sign up to be notified if/when your item is back in stock.
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 email@example.com and let us know what you're looking for. Pictures are best.
How do I return / exchange an item from my order?
All Returns and Exchanges can be handled by clicking HERE
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, we wont' be able to complete your order. You may see a pending charge however this was the bank trying to authorize the charge. The pre-authorization will fall off of your account in a few days. 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?
First, please check your SPAM folder. If you still do not have an email confirmation, please email firstname.lastname@example.org using the email address you used when placing your order, and ask to resend your email confirmation. If you have an updated email address you would like your email confirmation sent to, please include this in your request.
Why are there multiple charges on my account?
When you placed your order through shop.tetongravity.com, a pre-authorization took place. What this means, is that we, as the merchant, sent 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.
I entered in the wrong address, what do I do?
Please email email@example.com immediately and we will do our best to assist you.
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'll find a link available with tracking information.
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 firstname.lastname@example.org with information regarding your situation and your claim number. From here, we will work with you on getting your issue resolved. We strongly recommend selecting Route Shipping Protection at checkout to protect you from any financial losses due to carrier shipping issues.
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.
Please email email@example.com immediately and we will do our best to assist. If the order has already shipped, we will not be able to cancel the order.
I washed my shirt and it shrunk, can I return it?
Sorry, we do not offer returns/exchanges for non-new or used/worn merchandise.
Is your site secure?
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 may never make it again. Be sure to sign up for out of stock alerts in case your item restocks!
What type of payment methods do you accept?
Visa, MasterCard, American Express, Discover, Apple/Google Pay and Shop Pay
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 for our email list (at the bottom of this page) to get an instant discount on your next purchase. We also offer TGRPremium, which in addition to access to ALL TGR content, includes 15% all orders, and lots more. Learn more about TGR Premium HERE.
How can I get in contact with someone at TGR?
You can email us directly at firstname.lastname@example.org and we will respond to your inquiry as soon as possible.
You just announced a special promotion, but my order was placed before the promotion was available, can I take advantage of it?
If the promotion contains a certain 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 certain code, then yes your order may be eligible to participate. Please email us at email@example.com to assist
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 firstname.lastname@example.org), but in some cases we may not be able to.
I don’t see a showing in my town, how do I get added to the tour?
Email us at email@example.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 https://tetongravity.com/tours often to stay up-to-date, follow us on social (@tetongravity) 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 firstname.lastname@example.org - 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!
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 occurring 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: https://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 as we often do an early, All-Ages show and a later, 21+ show: https://tetongravity.com/tours
Teton Gravity Research TV and Teton Gravity Research Premium
Why can’t I sign on to the tetongravity.com / Apple TV on iMac, or MacBook
If you purchased premium through Shopify, your Teton Gravity Research Premium login information will be emailed to you. This password and email combination can only be used on the MAZ / Teton Gravity Research mobile applications and OTT services.
If you purchased premium through our mobile app, or via an OTT provider, and you already have an account on Shopify, use the same email and password you always use on Shopify in order to access your Shopify benefits.
If you do not already have an account on Shopify, you will be emailed a link directly from Shopify to create your account. After creating your account on Shopify, you will have access to your benefits.
My password or password reset is not working. I can’t login?
Please make sure you are reseting your passwords on the correct platform and using that password on the correct platform. Often times you might be trying to login to the mobile app with your Shopify account login - or vise versa. Another common issue is mistakenly using your Apple ID and password when trying to access Teton Gravity Research Premium.
When performing a password reset, your password will be emailed to you. This is the only password that will work after a reset.
Why am I not receiving my account activation emails?
Please check your spam/junk folder. Often times our activation email ends up there. If you are signing up from another country, or have an uncommon email provider, our initial email might not make it into your inbox.
If you are having trouble, please email email@example.com
I bought premium through Shopify, but why can't I see premium content on my mobile device?
This can take up to 5 minutes to process. Once you have purchased your premium account, please log out and log back in in order to see your benefits.
Shopify premium purchases can take up to 5 minutes to reach our database and activate your content. Please wait a few mins, log out and log back in to see your benefits.
If you are still experiencing issues clear your app cache to prevent the message from coming up again. A lot of the time the benefits are activated, but the messages you might see indicate they aren't.