FAQs
When will my order ship?
We fulfill all orders within 1-5 business days. Please note that during sales and holidays, we require 3-7 business days for processing.
I ordered the wrong items. Can I cancel or change my order after it has been placed?
In the event that a mistake was made while placing your order, please CLICK HERE to submit a cancellation request.
Please note that cancellation requests are not guaranteed, but our team will do their best to process your cancellation as long as your order has not been processed at our warehouse.
I inputted the wrong address at checkout. Can I edit my shipping information?
We are only able to update your shipping address as long as your order has not yet shipped. Please CLICK HERE to request an address update to your most recent order.
What is your return/ exchange policy?
We stand behind the quality of every product we sell. If your purchase does not work out for any reason, you may initiate a return or exchange within 14 days of receiving your order. Products must be unwashed and unworn with original tags.
We will pay for the return shipping for all domestic orders. Returns will be refunded back to the original form of payment. We do not offer free return shipping for international orders or refunds on Customs or Duties.
Please note that any sale items marked as "Sale" are ineligible to be returned.
How can I return my order?
Please CLICK HERE to initiate a Return or Exchange.
When will my return be processed?
Please allow 3-7 business days from the time your return package is marked as delivered back at our warehouse for us to process your return/exchange. Credit card refunds may take up to 14 working days.
I received the wrong item in my order. What should I do now?
Please CLICK HERE to contact our team so we can ensure we ship the correct item out to you as quickly as possible!
What should I do if my gear is experiencing a quality issue?
If you've received a defective item, please do NOT process a return or exchange. In the event that your gear is damaged for whatever reason, our customer experience team will be more than happy to rectify this situation for you accordingly. Please CLICK HERE to contact our team to ensure we rectify this situation for you as quickly as possible!
Why is my return refund less than what I originally paid?
We're only able to refund what was actually paid. Therefore, if you used a discount code in your original order, that amount will not be refunded back to your original form of payment.
Additionally, please note that the initial cost of shipping is non-refundable and will not be included in your refund back to your original form of payment. You will not be charged for the refund pick up.
How long will it take for Customer Service to respond?
You can expect a response within 1 business day. Our customer service team works Sunday-Thursday.
Please allow 2-3 business days for a response during sales and holidays.
My tracking information says my package is being returned to sender. What steps can I take to have the package reshipped to me?
If your package is being returned back to us, please CLICK HERE to contact our team and one of our customer experience representatives will be able to assist with your redelivery.
My tracking information says my package was delivered but I never received it.
If your tracking information states that your package was delivered but you never received it, please CLICK HERE to contact our team and one of our customer experience representatives will be able to further assist you.
My order is lost in transit.
If your package is lost in transit, please CLICK HERE to contact our team and one of our customer experience representatives will be able to further assist you.
What’s the best way to wash my Roughgear clothes?
For the best care, we recommend washing on cold or warm and tumble dry or hang dry. Additionally, to ensure the longevity of your gear, we recommend using detergent that does not contain any synthetic dyes, such as blue detergent, as synthetic dyes have the potential to interact negatively with fabric dyes causing discoloration. We recommend using clear detergent when washing your clothes.
What’s the best way to find out about restocked items?
The best way to stay up-to-date on general restocks and new product releases is to follow us on our Instagram, Facebook and Tiktok. For any specific restock questions, please don't hesitate to reach out to our customer experience team by clicking HERE.
What payment options do I have?
We currently accept the following:
- Visa
- Meeza
- MasterCard
- COD (Cash on delivery)