• Product Information
  • Payment Information
  • Your Order
  • Shipping & Handling
  • Return Policy
  • Contact Us

Product Information

Sizing

Sizes differ from varying designers. Model measurements are provided to help in the decision on preferred size. For exact measurements of a garment, please contact Customer Care at support@rodengray.com

Shoe sizes are listed in US sizing unless otherwise specified.

Product Authentication

Roden Gray guarantees the authenticity of every product we stock. Certain items may also include the designer's own proof of authenticity, such as an authenticity card, dust bag, etc.

Payment Information

Exchange Rates

All transactions are made in Canadian dollars. All currency conversion information provided on this site is for informational purposes only. The exchange rate that is used when making a purchase is determined by your credit card provider at the time of purchase.

Payment Methods

We accept payment by Visa, Mastercard, American Express, PayPal, Sezzle, WeChat Pay, AliPay, and UnionPay.

Occasionally, we may require additional information to verify your identity. In this case we will contact you by email or by telephone. We reserve the right to cancel an order for any reason.

Pre-Orders

Purchase of items marked "Pre-order" is not a guarantee of delivery and may be cancelled due to factors outside of our control, such as production, logistical, or quality control issues. Delivery dates provided in pre-order item descriptions are estimates and subject to change. Pre-order items are non-refundable and may be returned for exchange or store credit only.

Your Order

COVID-19


Due to limited resources for processing orders during this time, online orders may experience delays of 3-5 business days before shipping. Please contact support@rodengray.com for any questions or concerns placing your order. In accordance with public social distancing recommendations, all employees capable of working remotely are doing so. When processing orders, we are being diligent with cleaning and sterilization procedures to further reduce any risks. Thank you for your support and understanding during these trying times.

Order Processing


All orders placed Monday-Friday (excluding holidays) before 2PM PST will begin processing that day and ship within 2 business days, pending item availability and credit card verification. Orders placed after 2PM PST will begin processing the next business day. Orders placed on Friday after 2PM PST will begin processing the following Monday. Transit times do not include Saturday, Sunday or holidays.

Order processing cut-off times are provided as guidelines only, and do not take into account possible delays caused by item availability and payment verification.  We reserve the right to cancel any order for issues of payment and the right to limit quantities for exclusive releases.

If you have any concern at all that your package will not make it on time please email us at support@rodengray.com or call us at 604-709-0259 before placing your order.



Shipping & Handling

COVID-19

Due to limited resources for processing orders during this time, online orders may experience delays of 3-5 business days before shipping. Please contact support@rodengray.com for any questions or concerns placing your order. In accordance with public social distancing recommendations, all employees capable of working remotely are doing so. When processing orders, we are being diligent with cleaning and sterilization procedures to further reduce any risks. Thank you for your support and understanding during these trying times.

Shipping & Handling

We utilize Canada Post for all domestic orders unless specified. For US and International orders, we offer DHL service. If you do not see your destination listed upon checkout please contact us for further assistance.

Please note that orders will only be shipped once payment and delivery details have been approved. Delivery time frames begin from the date of dispatch. All orders are trackable.

All orders will require signature upon delivery. Roden Gray will not assume the risk of loss and title for merchandise for any orders that opt for no signature requirement.

Please see below for shipping rates:

Canada

Flat rate via Canada Post Expedited
2-7 Business Days $15
Purolator Express
1-2 Business Days $35

USA

Flat rate via USPS                             
3-5 Business Days $20
DHL Express

Next Day $25

International

DHL Express                                      
2-6 Business Days $55


In-Store Pickup


In-Store Pickup is available free of charge. This option is available upon checkout who customers who wish to retrieve their items from our retail location.

International Shipping


Roden Gray uses DHL for all international deliveries. Rates are calculated based on destination and weight of the package. All additional taxes, customs and import duties levied by the client’s local government are the responsibility of the client.

Items will be shipped from Vancouver, Canada with an official invoice declaring the exact total of merchandise purchased in Canadian dollars.

Lost & Damaged Orders


In the rare occasion, Roden Gray Inc. shall not be held liable for any direct or indirect damages done by any services provided. All items are purchased at your own risk. Any damage caused during shipment is the responsibility of the postal service/courier. Roden Gray Inc. does not assume any responsibility for lost or stolen items.

Return Policy

All returns or exchanges must be completed within 7 days of purchase. The items must be in unworn, original condition (garment bag/tags included). Upon inspection and approval, an exchange or store credit will be provided for the value of the returned product. No Refunds.


Items purchased within 7 days of a permanent price markdown are eligible for an adjustment equal to the difference in price. This difference will be rewarded as store credit only.


All purchases of "Launch Product", or sale products discounted 30% and above, are considered Final Sale and not eligible for a return.


FOG ESSENTIALS, fragrances, candles and jewelry are exempt and will be considered final sale upon purchase. All returns must be accompanied by an original receipt or they will not be accepted.



Online Returns


Returns in Canada


Return shipping is free for customers returning or exchanging regular priced items within Canada. Request a return or exchange using the button at the bottom of this page to receive your shipping label.


Returns from the USA


USA customers returning or exchanging items must cover return shipping costs and ship via USPS or DHL. Returns made via separate channels will incur duties that will then be deducted from your expected refund.


Returned items must be declared as “Returned Goods” on the customs section of the return label. Improperly declared returns may incur additional fees by customs. Please choose a service that is trackable as we are not responsible for damaged or lost returns. Request a return or exchange using the button at the bottom of this page to receive your shipping label.


International Returns


International customers returning or exchanging items must cover return shipping costs and must ship via DHL. Returns made via separate channels will incur duties that will then be deducted from your expected refund.


Returned items must be declared as “Returned Goods” on the customs section of the return label. Improperly declared returns may incur additional fees by customs. Please choose a service that is trackable as we are not responsible for damaged or lost returns. Request a return or exchange using the button at the bottom of this page to receive your shipping label.



Request a Return


Contact Us

You can reach our online support team Monday through Friday during store hours via:

PHONE


Online Support: 604-709-0259 (Canada & USA)
Gastown Store: 604-689-7302

EMAIL


Client Care & Orders
support@rodengray.com

Wholesale Inquiries
buyer@rodengray.com

Press Inquiries
press@rodengray.com

Product Information

Sizing

Sizes differ from varying designers. Model measurements are provided to help in the decision on preferred size. For exact measurements of a garment, please contact Customer Care at support@rodengray.com

Shoe sizes are listed in US sizing unless otherwise specified.

Product Authentication

Roden Gray guarantees the authenticity of every product we stock. Certain items may also include the designer's own proof of authenticity, such as an authenticity card, dust bag, etc.

Payment Information

Exchange Rates

All transactions are made in Canadian dollars. All currency conversion information provided on this site is for informational purposes only. The exchange rate that is used when making a purchase is determined by your credit card provider at the time of purchase.

Payment Methods

We accept payment by Visa, Mastercard, American Express, PayPal, Sezzle, WeChat Pay, AliPay, and UnionPay.

Occasionally, we may require additional information to verify your identity. In this case we will contact you by email or by telephone. We reserve the right to cancel an order for any reason.

Pre-Orders

Purchase of items marked "Pre-order" is not a guarantee of delivery and may be cancelled due to factors outside of our control, such as production, logistical, or quality control issues. Delivery dates provided in pre-order item descriptions are estimates and subject to change. Pre-order items are non-refundable and may be returned for exchange or store credit only.

Your Order

COVID-19


Due to limited resources for processing orders during this time, online orders may experience delays of 3-5 business days before shipping. Please contact support@rodengray.com for any questions or concerns placing your order. In accordance with public social distancing recommendations, all employees capable of working remotely are doing so. When processing orders, we are being diligent with cleaning and sterilization procedures to further reduce any risks. Thank you for your support and understanding during these trying times.

Order Processing


All orders placed Monday-Friday (excluding holidays) before 2PM PST will begin processing that day and ship within 2 business days, pending item availability and credit card verification. Orders placed after 2PM PST will begin processing the next business day. Orders placed on Friday after 2PM PST will begin processing the following Monday. Transit times do not include Saturday, Sunday or holidays.

Order processing cut-off times are provided as guidelines only, and do not take into account possible delays caused by item availability and payment verification.  We reserve the right to cancel any order for issues of payment and the right to limit quantities for exclusive releases.

If you have any concern at all that your package will not make it on time please email us at support@rodengray.com or call us at 604-709-0259 before placing your order.



Shipping & Handling

COVID-19

Due to limited resources for processing orders during this time, online orders may experience delays of 3-5 business days before shipping. Please contact support@rodengray.com for any questions or concerns placing your order. In accordance with public social distancing recommendations, all employees capable of working remotely are doing so. When processing orders, we are being diligent with cleaning and sterilization procedures to further reduce any risks. Thank you for your support and understanding during these trying times.

Shipping & Handling

We utilize Canada Post for all domestic orders unless specified. For US and International orders, we offer DHL service. If you do not see your destination listed upon checkout please contact us for further assistance.

Please note that orders will only be shipped once payment and delivery details have been approved. Delivery time frames begin from the date of dispatch. All orders are trackable.

All orders will require signature upon delivery. Roden Gray will not assume the risk of loss and title for merchandise for any orders that opt for no signature requirement.

Please see below for shipping rates:

Canada

Flat rate via Canada Post Expedited
2-7 Business Days $15
Purolator Express
1-2 Business Days $35

USA

Flat rate via USPS                             
3-5 Business Days $20
DHL Express

Next Day $25

International

DHL Express                                      
2-6 Business Days $55


In-Store Pickup


In-Store Pickup is available free of charge. This option is available upon checkout who customers who wish to retrieve their items from our retail location.

International Shipping


Roden Gray uses DHL for all international deliveries. Rates are calculated based on destination and weight of the package. All additional taxes, customs and import duties levied by the client’s local government are the responsibility of the client.

Items will be shipped from Vancouver, Canada with an official invoice declaring the exact total of merchandise purchased in Canadian dollars.

Lost & Damaged Orders


In the rare occasion, Roden Gray Inc. shall not be held liable for any direct or indirect damages done by any services provided. All items are purchased at your own risk. Any damage caused during shipment is the responsibility of the postal service/courier. Roden Gray Inc. does not assume any responsibility for lost or stolen items.

Return Policy

All returns or exchanges must be completed within 7 days of purchase. The items must be in unworn, original condition (garment bag/tags included). Upon inspection and approval, an exchange or store credit will be provided for the value of the returned product. No Refunds.


Items purchased within 7 days of a permanent price markdown are eligible for an adjustment equal to the difference in price. This difference will be rewarded as store credit only.


All purchases of "Launch Product", or sale products discounted 30% and above, are considered Final Sale and not eligible for a return.


FOG ESSENTIALS, fragrances, candles and jewelry are exempt and will be considered final sale upon purchase. All returns must be accompanied by an original receipt or they will not be accepted.



Online Returns


Returns in Canada


Return shipping is free for customers returning or exchanging regular priced items within Canada. Request a return or exchange using the button at the bottom of this page to receive your shipping label.


Returns from the USA


USA customers returning or exchanging items must cover return shipping costs and ship via USPS or DHL. Returns made via separate channels will incur duties that will then be deducted from your expected refund.


Returned items must be declared as “Returned Goods” on the customs section of the return label. Improperly declared returns may incur additional fees by customs. Please choose a service that is trackable as we are not responsible for damaged or lost returns. Request a return or exchange using the button at the bottom of this page to receive your shipping label.


International Returns


International customers returning or exchanging items must cover return shipping costs and must ship via DHL. Returns made via separate channels will incur duties that will then be deducted from your expected refund.


Returned items must be declared as “Returned Goods” on the customs section of the return label. Improperly declared returns may incur additional fees by customs. Please choose a service that is trackable as we are not responsible for damaged or lost returns. Request a return or exchange using the button at the bottom of this page to receive your shipping label.



Request a Return


Contact Us

You can reach our online support team Monday through Friday during store hours via:

PHONE


Online Support: 604-709-0259 (Canada & USA)
Gastown Store: 604-689-7302

EMAIL


Client Care & Orders
support@rodengray.com

Wholesale Inquiries
buyer@rodengray.com

Press Inquiries
press@rodengray.com