You can reach our online support team Monday through Friday during store hours via:
We ship worldwide via Canada Post, a world-class postal/courier service. International shipments are delivered by national postal services (i.e. USPS, Royal Mail) and the EMS courier service. We also offer premium shipping options from Purolator.
You will receive a tracking number for your order within 24 hours from the moment it ships. These emails are sent automatically, if you do not receive notification please check your spam folder before contacting Roden Gray.
We aim to ship all orders within 24 business hours. Orders placed over the weekend or on holidays will be shipped the following business day. Orders may be delayed by factors outside of our control. Roden Gray Inc. is not responsible for any delays and/or damage caused in-transit by the postal service, courier, or customs agencies.
Argentina, Australia, Austria, Belgium, Brazil, Chile, China, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Japan, Korea, Latvia, Luxembourg, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, Spain, Sweden, Switzerland, Taiwan, United Kingdom.
All other international destinations.
* Brokerage fees apply** To most areas
You are welcome to return any clothing, footwear, and accessories ordered within 14 days of delivery for exchange or refund as long as the item is unworn and in new condition, with all tags and/or packaging attached. Footwear must be returned in the original packaging. Items discounted 50% or more are Final Sale and may not be returned. Jewellery and apothecary items (fragrances, candles, incense, grooming products, and garment care products) are Final Sale and may not be returned. Items marked Pre-order are subject to special terms and conditions, please read them here.
All returns must be authorized via email or phone prior to shipping. Items returned without authorization may be refused upon delivery. Please click the button below to request a return.
Return shipping is free for customers within Canada, request a return to receive your shipping label.
Return shipping charges for orders returned from the USA are the responsibility of the customer. All US returns must be shipped via US Postal Service (USPS), returns shipped via other services will incur brokerage fees and/or duties which will be deducted from the credit/refund you will receive. Returned items must be declared as "Returned Goods" in the customs section of the return label, returns that are not properly declared may incur additional fees. Please use a service that is trackable (we recommend Priority Mail International) as we are not responsible for damaged or lost returns.
Return shipping charges for orders outside of Canada are the responsibility of the customer. Please ship your return via a postal service (Royal Mail, Australia Post, EMS, etc.), returns shipped via courier services such as FedEx, DHL, or UPS will incur brokerage fees which will be deducted from the credit/refund you will receive. Returned items must be declared as "Returned Goods" in the customs section of the return shipping label, returns that are not properly declared may incur additional fees. Please use a service that is trackable as we are not responsible for damaged or lost returns.
Roden Gray Attn: Returns RA#(your return number) 102-1715 Cook St. Vancouver, BC V5Y 3J6 Canada
Purchases to be delivered within British Columbia are subject to 5% GST plus 7% PST, all other destinations within Canada are subject to GST or HST.
All orders to be delivered outside of Canada are tax-free at the time of purchase.
International orders may be subject to duty and/or taxes levied by the importing country. By placing an order with Roden Gray, you acknowledge that you understand this and that you are responsible for any such charges. Should you refuse to pay these charges, your order will be returned to Roden Gray and your account will be credited according to our return policy (see below) less any shipping and import fees associated with the return.
Purchase of items marked "Pre-order" is not a guarantee of delivery and may be cancelled due to factors outisde 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.
We accept payment by Visa, Mastercard, American Express, and PayPal.
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.
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.
Refunds are processed in Canadian dollars. Because exchange rates vary from day to day, refunds made to international customers may differ slightly from the purchase amount. Any such variances may also be due to fees charged by credit card issuers and payment institutions. These factors are outside our control and we cannot be held responsible for such variances.
Items discounted 50% off or more are final sale and are not eligible for return. "Final Sale" denotes the marked product's return policy, it is not an indicator that the product's price will not change in the future.
If you purchase a full price item within 7 days of a permanent price markdown (this excludes promotional sales), you may be eligible for a price adjustment in the form of a store credit equal to the difference between the purchase price and the item's price after markdown. This offer is not valid with the use of a coupon or on sale items.
If another online retailer offers an item at a lower price, we may be able to match the price for your purchase provided the other seller is an authorized retailer, the lower price is the full retail price and in the same currency, and the item is in stock in the same style and size (and is not the last available in stock).
While we work hard to keep prices displayed on rodengray.com accurate there may be errors from time to time. If there is an inaccuracy in order pricing, we will contact you via email before shipping to correct the error. We reserve the right to cancel an order for any reason, including price inaccuracies.
Purchases using store credit must be made via email or over the phone at 1-888-458-2323. In the event that the value of your purchase is greater than your store credit we will send you an invoice for the remaining amount payable via PayPal or credit card.
The perfect gift for any occasion, Roden Gray gift cards are available for purchase at our Gastown store.
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.
© 2007 - 2017 Roden Gray Inc.
Terms & Conditions