Frequently Asked Questions

Call or email us with any questions regarding your online orders Monday – Friday, between 9:00 AM and 5:00 PM CST. We are closed on Federal Holidays.
Phone: 1.888.724.1992
Email: customerservice@roddandgunn.com

Size & Care

Do you have a size guide?

 

• Yes. View our complete size guide here.

How do I care for my purchased product?

 

• Care instructions are listed on the inside tag of each garment. You can also reference the specific product on roddandgunn.com/us.

• For other inquiries and care instructions, please contact customer service via chat, e-mail customerservice@roddandgunn.com, or by calling 1.888.724.1992.

Do your products run true to size?

• Our products run true to size. Reference the Designer Notes on the product page for specific fit information. For specific fit inquiries, please contact us via chat, e-mail customerservice@roddandgunn.com, or by calling 1.888.724.1992.

Can I receive replacement buttons for my product?

• Yes. Please e-mail customerservice@roddandgunn.com with an image of the type of button you need and style number. Style number can be found on the inside of your garment and will start with two letters followed by four numbers. Ex: LP2764

My Account & Orders

I can't log into my account.

 

• Reset your password here.

How can I update my e-mail or postal address?

 

• Log-in to your online account and go to “My Account”. Once there, you can edit your e-mail address under “Personal Data” and your postal address under “Addresses”.

What are the benefits to creating an account with Rodd & Gunn?

• Discounts on all future orders, invitations to preview sales and promotions, free tailoring on select items, and more! Sign up here.

Where are your stores located? What stores carry your brand?

• To view a list of our retail lodges, refine by LODGE on our store locator page.

• For a list of other stores that carry Rodd & Gunn, refine by STOCKIST on our store locator page.

How can I unsubscribe from your mailing list?

• To unsubscribe from receiving our newsletter, scroll to the bottom of your Rodd & Gunn e-mail and click the link to unsubscribe.

• In the event this does not work, please e-mail customerservice@roddandgunn.com.

Can I edit or cancel my order after I’ve placed it?

• Once a Rodd & Gunn order has been submitted we cannot modify it. If you are wanting to modify your order, you will need to chat, e-mail customerservice@roddandgunn.com, or call us at 1.888.724.1992 to have your order cancelled. You will then need to place a new order.

• Once an order has been shipped we cannot cancel it. If you no longer want an item, please return using original packaging and the pre-paid return label provided inside shipment.

What forms of payment do you accept?

• Visa, Mastercard, American Express, and PayPal.

Do you offer price adjustments?

• Yes, we will gladly price match. If you have found a Rodd & Gunn item with a more competitive price, please contact us via chat, e-mail customerservice@roddandgunn.com, or call 1.888.724.1992 with proof.

How can I find out about promotions and sale offers?

• Register for our e-mail list and Loyalty Club. Once registered you will begin to receive regular updates on Rodd & Gunn sales and promotions.

Do you offer gift cards?

• We currently offer E-Gift Cards online. If you'd like to purchase a physical gift card, please visit one of our Rodd & Gunn retail lodges.

What currency are your prices in?

• Our USA site uses USD ($).

Do you charge sales tax?

• We currently charge sales tax in states with a Rodd & Gunn Retail Lodge or office. The following states will see a sales tax charge: CA, NY, CT, and IL.

Loyalty Club

How does your Loyalty Club work?

 

• For a full run-down on our Loyalty Club and Loyalty Tiers, visit our Loyalty Club page.

How do I remove myself from your loyalty club?

 

• Please e-mail loyalty@roddandgunn.com to be removed from our Loyalty Club. By doing this you will no longer receive a loyalty discount on qualifying purchases.

Returns & Exchanges

What is your Return Policy?

 

• We accept returns within 30 days of delivery of your purchase. Returned product must be in original condition with tags attached. To review our Return Policy further, click here.

Do you accept exchanges?

 

• We do not currently accept exchanges. If you’d like to exchange an item, please send your item back and place a new order on roddandgunn.com.

How do I make a return?

 

• Please use the prepaid shipping label provided in your package. If you did not receive a prepaid return label, please contact us via chat, e-mail customerservice@roddandgunn.com, or call 1.888.724.1992 with proof.

Can I return an online purchase in-store?

 

• Yes. Please take your packing slip to the store when you go to make a return.

• In store purchases should be returned to that Retail Lodge. To request a return label, call the store of purchase or e-mail customerservice@roddandgunn.com.

When will my refund be processed?

 

• Once your return arrives at our Distribution Center, please allow 2-3 business days for your return to be processed. Once processed, you will receive a refund notification by e-mail. Funds should appear in your account within 5-7 business days.

My order arrived damaged, defected, or incorrect- now what?

 

• Rodd & Gunn takes pride in our product quality. Please contact our customer service team via chat, e-mail customerservice@roddandgunn.com, or by calling 1.888.724.1992 to get a replacement order started for any faulty goods.

How can I get a new return label?

 

• Please e-mail customerservice@roddandgunn.com with your name, address, and order number.

Shipping

What carrier do you use for shipping?

 

• We ship via UPS.

How do I track my order?

 

• Reference your shipping confirmation e-mail to track your package.

My tracking # doesn’t work.

 

• Tracking numbers can take up to 24 hours to activate. If for some reason your tracking # never activates, please contact us via chat, e-mail customerservice@roddandgunn.com, or call 1.888.724.1992 and we will investigate the matter further

How much do you charge for shipping?

 

• We offer free Ground Shipping for all US orders. We charge $15 for express shipping and $25 for overnight shipping.

Why is my purchase coming in multiple boxes?

 

• To fulfill all orders to the best of our ability, we sometimes will ship your item from one of our retail lodges. You will receive an e-mail with a tracking number for each package.

International Orders

Do you ship internationally?

 

• Yes. From the US site we ship to all countries in the Northern Hemisphere. To ship to a country in the Southern Hemisphere, please visit our Australia or New Zealand site.

How much do you charge for international shipping?

 

• Shipping to Canada is $35 while the rest of international shipments will be calculated at checkout.

Your site won’t let me select my country – what should I do?

 

• Make sure you are shopping on the correct version of our site. The US site ships to all countries in the Northern Hemisphere. To shop Rodd & Gunn from a country located in the Southern Hemisphere, please visit our New Zealand or Australia sites.

What carrier do you use for international shipping?

 

• UPS – a signature is required for all international deliveries.

Can I return or exchange my order?

 

• Yes. For international shipments the customer is responsible for any shipping charges, import fees, duties, or taxes for a return/exchange. These charges are non-refundable.

How do Duties & Taxes Work?

 

• Any custom or import duties are charged once the parcel reaches its end country. These charges must be paid by the recipient of the parcel. Rodd & Gunn has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; please contact your local customs office for further information.