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 877-353-3010 before placing your order.

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, 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 and/or exchange.

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.

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.

RETURNS IN CANADA

Return shipping is free for customers returning or exchanging regular priced items within Canada. Please e-mail us at support@rodengray.com if you wish to request for a return.

RETURNS IN THE USA

USA customers returning or exchanging items must cover return shipping costs and ship via UPS 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. Please e-mail us at support@rodengray.com if you wish to request for a return.

INTERNATIONAL RETURNS

International customers returning or exchanging items must cover return shipping costs and must ship via UPS. 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. Please e-mail us at support@rodengray.com if you wish to request for a return.

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.

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.

SHIPPING & HANDLING

We utilize UPS for all domestic orders unless specified. For US and International orders, we offer UPS 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:

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 UPS 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.

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

Online Support: 236-477-8179 (Canada & USA)
Gastown Store: 236-477-5096
Richmond Store: 236-477-8152
Client Care & Orders: support@rodengray.com
Wholesale Inquiries: geordan@rodengray.com
Press Inquiries: info@rodengray.com