Shipping policy

Last updated: October 3, 2026

Almost everything Arctic Grey sells is digital: professional services, Bulk Hours, audits and software. The only physical items are Arctic Grey merchandise, which is printed to order and shipped by our print partner.

Digital purchases

In short: Hours are added to your bank and appear on your Ledger after its next nightly update; reports and products arrive by email or private link. Nothing ships.

  • Bulk Hours. Hours are added to your Bulk Hours bank and confirmed by email. Recurring plans add hours with each successful charge. New hours appear on your Ledger after its next nightly update.
  • Audits and digital products. Delivered electronically, by email or by a private link to a hosted report or file. If an audit will take longer than the time stated when you bought it, we will tell you.
  • Apps. Installed from the Shopify App Store directly into your Shopify admin.

We never charge shipping on digital purchases, and no physical item is sent to you.

Arctic Grey merchandise

In short: Shirts and caps are printed when you order them and shipped to the address you give at checkout.

Merchandise is made to order by our print-on-demand partner, so each item is printed after you order it, which usually adds a few business days before it ships. Available destinations, shipping times and costs depend on your address and are shown at checkout before you pay. You will receive a tracking link by email when your order ships.

Because each item is made for you, merchandise can only be returned or replaced if it arrives damaged, defective or wrong. Email us within 30 days of delivery with your order number and a photo, and we will arrange a replacement or refund.

If something has not arrived

In short: Email us with your order number and we will sort it out.

If you have not received your confirmation, your hours, your product or your merchandise, check your spam folder, then email support@arcticgrey.com with your order number. Refunds and cancellations are covered in our Refund Policy and Subscriptions and cancellations policy.