Frequently Asked Questions
How can I track my online order?
After placing your order you will receive several emails about the progress of your order as our elves get your box of goodies together for you. One of those emails will have a tracking number from our carrier of choice that you can track to confirm delivery of your order. You can also visit our website or call a Shopkeeper at (704) 896-5600 with any questions.
Unfortunately, we are not able to change any shipping information for your order once it has been processed by our shopkeepers so please verify all your shipping information is correct before clicking “Buy”.
How do I Exchange or Return an order or item?
We totally get it. Not everything is going to be a winner. If you need to return or exchange something from an online order, please log into your account, or create one if you have not, and our shopkeepers will process your return request. To locate your order, please use the same email address used to place the original order.
Please verify that your return is unwashed, unworn and in salable condition before returning. We cannot accept any returns or issue a refund for any returns that do not meet our return policy.
When will my order ship out?
If you are just itching to get your gear as quickly as possible, all orders received by 2 P.M. EST will be processed and shipped out on the same business day. Otherwise, we’ll bust our tails to get it out to you on the next business day. Trust us, great things come to those who wait one business day.
Can I contact a Shopkeeper for help my with order?
Absolutely. We’d love to help you out. Holler at us!
Can I use my Gentry Points for an online order?
Absolutely. Gentry points can be redeemed at our Brick-and-Mortar shop or online. Just keep an eye out for the "Use My Gentry Points" at Checkout or in your Cart. Pro Tip: Make sure you use the same email address associated with your Gentry account so your points are automatically counted for each purchase. Unfortunately, we cannot add points retroactively. As always, if you have a question, don’t hesitate to holler at us!
What are your customer service hours?
If you have a question, comment, a good joke, or just calling to tell us you loved your order and that we are the coolest people you’ve ever met in your entire life, then we are available:
Monday - Friday
10 AM - 6 PM EST
Will I get an order confirmation email?
You will get several emails from our super-super-fancy website brain letting you know that we’ve received your order, are processing your payment, and when you can expect your order to arrive with a tracking number.
When can I pick up my order at the shop?
As soon as one of our shopkeepers receive your order, they will contact you and let you know to swing on by the shop and pick up your gear.
What kind of payments methods do you accept?
All the good kinds like any major credit cards (American Express, Mastercard, Visa, Discover) and even Paypal, Apple Pay and Amazon Pay. We can’t accept cash or check online obviously but the shopkeepers at the shop do!
Will I be charged Sales Tax on my order?
That all depends how cool the state you live in is. Unfortunately, we have to follow the law and charge sales tax depending on where you live and if your elected officials make us.
What is your shipping policy for Holiday orders?
While we are committed to providing the best service possible and processing your order as quickly as possible, we cannot guarantee any shipment by the estimated delivery date through our third-party shipping vendors. We are also not responsible for any delays as a result of COVID-19, weather or any third-party shipping errors.