Service

SHIPPING

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.

Every shipment is fully insured and trackable, tracking numbers are sent to customers via email upon shipment. We are unable to under-value shipments or mark purchases as "gift".

Although packages are generally shipped within 24 hours, shipping times vary depending on what time the order is placed and the destination. 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 international customs.

SHIPPING RATES

CANADA

USA

INTERNATIONAL

*When order placed before 12PM PST.

TAXES/DUTY

Purchases destined within British Columbia are subject to 12% HST, all other destinations within Canada are subject to 5% HST. International purchases are tax-free at 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 charges associated with the return.

RETURNS

All unworn full-price Canadian and US purchases are eligible for return for refund. Sale items are eligible for exchange or store credit. All items discounted 50% or more are final sale. Items must be in original condition with tags attached.

Returns must be requested within 2 business days of delivery. To qualify for a refund or exchange, returns must arrive at Roden Gray within 10 business days of delivery. To request a return please contact us via email or at 604-689-7302.

All returns must be authorized via email or phone before shipping - we will provide a return authorization number to be included with the package. You are responsible for any shipping and customs charges associated with a return. Please understand that Roden Gray is not responsible for packages lost or damaged in transit.

Use original packaging if possible. Please include your receipt.

Ship via your preferred carrier - we recommend the Canada Post's Expedited Parcel or Xpresspost service, but you may choose a courier service if you like. Insure the package for the full value of the purchase. We recommend choosing a service that includes tracking.

Ship via US Postal Service - we recommend the Priority Mail International or Express Mail International. Please do not ship via couriers such as FedEx, Purolator, UPS, or DHL as they will charge an additional fee for customs brokerage. You are responsible for this charge if you choose to ship via a courier. Insure the package for the full value of the shipment. IMPORTANT: Please mark the package as "Goods Returned", this will ensure that no import fees are asessed by customs. Any such fees assessed by CBSA will result in the package being refused upon delivery and returned to the sender.

We do not accept returns from outside the US or Canada.

PAYMENT

We accept payment by Visa, Mastercard, American Express, Discover, 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.

STORE CREDIT

Purchases using store credit must be made via email or by calling the store at (604)689-7302. In the event that your purchase is greater than your store credit, we use PayPal email invoicing - all major credit cards are accepted.

EXCHANGE RATES

All transactions are made in Canadian dollars. All currency conversion information provided on this site is for informational purposes only - rates vary during the day and from institution to institution. For orders outside of Canada, the amount that appears on your credit card statement or in your PayPal account will be different that the amount displayed on our site.

STOCK AVAILABILITY

Please note that your order confirmation is not a guarantee and is dependent on stock availability. While we endeavour to maintain an accurate representation of our stock availability on this site, occasionally we do find discrepancies between the stock displayed online and what we have in-store. In some rare cases, we may be sold out of an item that is displayed online. If you order an item that is out of stock, you will be notified immediately and will have the option to either modify or cancel your order for a refund.

REFUNDS

Depending on your method of payment, refunds can take up to 7 business days to appear on your credit card. If you make a payment to us via PayPal, please allow up to 2 business days to see the refund, though most transactions are nearly instantaneous. We appreciate your patience in this matter.

Our refunds are issued in Canadian Dollars. If you are a customer outside of Canada, exchange rates may have changed since you originally placed your order, please note that this may affect the amount that will show on your credit card statement or PayPal account. Exchange rates are out of our control and we cannot accept responsibility for these differences.

PRICES

Items discounted over 50% off are sold "as is" and are not eligible for return.

If a purchase is made within 7 days of a price adjustment (not including promotional sales), you are eligible for a store credit equal to the difference between the purchase price and the discounted price.

While we work hard to keep prices displayed on RodenGray.com accurate there may be errors from time to time. If there is an innacuracy in order pricing, we will contact you via email before shipping to correct the error. Roden Gray Inc. reserves the right to cancel an order for any reason, including price innacuracies.

LOST & DAMAGED ITEMS

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. In the event of damages Roden Gray Inc. will provide contact information for the appropriate shipper. Roden Gray Inc. does not assume any responsibility for lost packages.

SECURITY

Your online safety and the security of your information are of the utmost concern to us. We process all of our transactions via the PayPal online payment service - the most trusted name in online payments. Please view our privacy policy - we will never sell, rent, or trade your personal informaiton with anyone.