FAQ - SHIPPING - RETURN POLICY - WARRANTY

FAQ - Shipping, Returns, Warranty, Privacy Policy

Shipping & Handling Rates for Online Orders

Shipping rates are calculated automatically when you add items to the shopping cart and enter your shipping info. The rate is pulled directly from UPS Shipping Rates and BLACK+GRAY adds a nominal handling fee (see below).

UPS Ground Time-in-Transit Map (guaranteed by UPS*)


Business days in transit from: GARRISON, NY 10524
Transit Time Map

Q: What are these shipping costs on my receipt?
A: Our shipping costs are pulled directly from UPS Shipping Rates. In addition to UPS shipping charges, BLACK+GRAY also charges an additional handling fee.

Q: What is the handling fee for?
A: Look, someone has to pay the guy to fulfill your order. We think it should be you. Your handling fee buys you a lovingly packaged product which will arrive to you intact. This also pays for incidental shipping costs such as envelopes, boxes, labels, tape, bank and merchant account costs, and coffee and cigarettes.

Q: What other shipping methods do you use?
A: We use UPS Ground for 98% of our shipping. If you want your shipment faster you can choose any of the other UPS methods (3 Day Air, 2nd Day Air, Next Day Air) during checkout. If you really, really insist we can hike down to the post office and ship US Postal Service, but this is surely an additional charge. Please CALL!

Very Important Note:
Our automatically calculated shipping charges are for UPS within the continental United States only. If you live anywhere else or prefer any other shipping method, you must CALL. If you place the order anyway your order will NOT be shipped until you are successfully contacted and you make the additional payment necessary. This will incur an additional $3.00 service charge, as this requires a fair amount of leg work and we are charged each time a payment is accepted. In short, CALL.

Q: Where's my s**t?
A: If your order shipped using any UPS method and we have a valid e-mail address, you will receive a UPS tracking number via e-mail. This e-mail contains a link to the UPS web site where you can see when the shipment was billed, sent, where it's been along the way, and when it is expected to arrive. If it was delivered it will tell you when and where and who signed for it.

Q: When is my order shipped?
A: Our goal is to ship orders out on the same day if the order is received by noon EST. Orders received after noon EST usually go out the next business day. Orders placed on Saturday and Sunday go out on Monday. Orders placed on major holidays go out the next business day.

Q: What payment methods do you accept?
A: We currently accept Visa, MasterCard and PayPal payments for online orders. If you call, we can accept Visa or MasterCard. Mail-in orders can be check or money order. We do not accept cash unless you walk into our shop and hand it to someone who works here. In that case your shipping is free.

Q: I'm afraid of the internet. What about security?
A: Don't be afraid. All pages on our site that contain your personal information (name, address, credit card number, etc…) are protected by SSL Security, just like your bank. Secured pages are indicated by in the address bar. Click on the in the address bar for more information.

Q: I decided that I don't want an item after I received it. What's your return policy?
A: If you want to return a product, call us first to authorize the return.

  • Any item that has been used, visibly "tried" or not in its original packaging and condition cannot be returned/refunded.
  • New, unused items returned within 15 days of delivery will receive a full refund of the product's price.
  • New, unused items returned after 15 days of delivery will receive a refund less a 20% restocking charge based on the product's price.

Q: I decided that I want something different. Can I exchange an item?
A: If you want to exchange a product, call us first to arrange the exchange.

  • You may only exchange new and unused items within 30 days of delivery for another item.
  • We will adjust your account accordingly once we receive and process the returned item from you.
  • An adjustment will be applied based on the prices of the products you are requesting. Exchange adjustments only include the product price and do not include the original shipping and handling charges.
  • If the adjustment results in a credit (including the returning shipping and handling), we will issue you refund of the difference.
  • If the adjustment results in a "balance due" (including the returning shipping and handling), you will be charged for the difference.

Q: How do I get my return or exchange refund from you?
A: In most cases, we'll issue a refund in the same form of payment originally used for the purchase or a BLACK+GRAY check will be sent within 5 business days of receiving your return.

Q: I'm missing some parts. How do I get them?
A: If you are missing some parts or components from your order, give us a call within 15 days of delivery and we will get you the parts that you need.

Q: I received a damaged item or the wrong item. What do I do?
A: If you received a "damaged" product, we'll replace it. If we sent you the wrong item, we will send you the right one. We will pay the return shipping costs only if the return is a result of our error. Call us first within 15 days of delivery and we will send you a postage-paid UPS Return Shipping label. Simply re-package the product, apply the UPS Return Shipping label and drop the box off at any UPS Pick-Up location. We will send out a replacement as soon as we receive and process the returned item from you.

Q: What is the warranty on your products?
A: All of our products have a 1 year manufacturer warranty which covers products that are defective due to materials or workmanship. Defects that have resulted from improper or unreasonable use or maintenance are not covered.

Call us. We're here M-F from 10AM to 6PM, EST and often on weekends at random hours.


Privacy Policy:

We respect and are committed to protecting your privacy. That is why we have adopted this Privacy Policy. This Privacy Policy lets you know how your personal information is processed and used. We promise that we will take steps to use your personal information only in ways that are compatible with this Privacy Policy. The following discloses our Privacy Policy.

Q: What information are you collecting and how are you collecting it?
A: Every computer connected to the Internet is given a domain name and a set of numbers, that serve as that computer's "Internet Protocol" IP address. When a visitor requests a page from any web page within the BLACK+GRAY web site, our Web servers automatically recognize that visitor's domain name and IP address. The domain name and IP address reveal nothing personal about you other than the IP address from which you have accessed our site. We use this information to examine our traffic in aggregate. We do not collect and evaluate this information for specific individuals. Our Web servers do not automatically record e-mail addresses of the visitors.

Q: What are cookies?
A: From time to time, a page on the BLACK+GRAY site may send a "cookie" to your computer. A cookie is a small piece of data that is sent to your Internet browser from a Web server and stored on your computer's hard drive. A cookie can't read data off of your computer hard disk or read cookie files created by other Web sites. Cookies do not damage your system. We use cookies as part of the functionality of our shopping cart. You can choose whether to accept cookies by changing the settings of your Internet browser. You can reset your browser to refuse all cookies, or allow your browser to show you when a cookie is being sent. If you choose not to accept these cookies, you will still be able to browse our web site but you will be unable to use the shopping cart or purchase our products online.

Q: What information do you collect when I complete my shopping cart purchase?
A: When you purchase our products using our shopping cart, we collect your name and address information to fulfill your order only. Optionally, you may enter your e-mail address, which facilitates our getting in touch with you if there is a problem or question with your order. If at any time you change your mind about receiving promotional e-mail from us you may take your name off our list permanently. We maintain a strict "No-Spam" policy that means that we do not sell, rent, or otherwise give your e-mail address to a third-party.

E-mail questions about BLACK+GRAY's Privacy Policy.