F.A.Q.
What’s Ryegear’s deal?
Created with a passion to inspire people by providing innovative, effective everyday wear and an ever-expanding social presence, and above all a commitment to the Ryegear mission: To create the tools that help people unlock their full, incredible potential and that are comfortable, stylish, and versatile attire suitable for both active pursuits and everyday wear.
What are your hours of operation?
Ryegear is open Monday through Friday from 9 a.m. – 5 p.m. EST. We are closed for all major holidays. We do have e-mail support after-hours, on weekends and some holidays so please feel free to contact us with any questions or concerns you may have at info@ryegear.com. We may not always be able to answer all of your questions after-hours (as some questions must be referred direct to department) however in those instances we will let you know and respond back once we have attained all pertinent information during normal business hours.
What is the normal lead time for an order placed on your site?
All orders are subject to a production period before shipment, usually 3-5 business days. Most orders leave the facility within that period after receipt of payment. Please note we do not ship orders on weekends or public holidays. All orders placed on a Friday will be processed on the following Monday or Tuesday.
You will then receive notification of both processing and shipment. In many instances, we are shipping from our facilities in either the United States, China or Germany. Orders may be cancelled if they have not been processed and shipped. After they have been processed they may not be cancelled.
Please make sure to provide the correct shipping address. Ryegear can not be held responsible for products shipped to incorrect addresses provided by the purchaser. In such cases, the purchaser will be responsible for any additional shipping fees incurred to ship to the correct address.
In some cases, international shipments will require import/customs taxes be paid. These will be the responsibility of the purchaser under ALL CIRCUMSTANCES. Ryegear will not be held responsible for customs taxes.
Will my orders be sent in one package?
For logistical reasons, orders will sometimes be sent in separate packages. Please keep this in mind when receiving deliveries. If you have any other questions, please Contact Us.
Do you ship internationally?
Yes. We ship to anywhere in the world including APO/FPO/DPO addresses. Please see our Shipping Policy for more info.
What types of payment do you accept?
We accept PayPal. If you don’t have a PayPal account you can pay with your Bank Account, Debit Card or Credit Card via PayPal Service – just click the button “Pay with a Bank Account or Credit Card”.
The following debit or credit cards (via PayPal Service) can be used on Ryegear.
Visa
Mastercard
AMEX
The details for each payment method will be provided during check-out.
Did my order go through?
A confirmation email is sent to your nominated email once the order has been successfully placed. If you did not receive this email, then it is possible that your order was not placed correctly, if you are unsure, please email us to check if we have received it. Please remember to check that the confirmation email hasn’t been delivered to your junk/spam.
How do I change my order?
Any change to an order must be submitted in writing to Ryegear within 24 hours upon placement. Customers can reply to their Order Notification E-mail or e-mail info@ryegear.com with any change to an order. Ryegear is unable to change any orders via verbal communication, all order changes must be submitted in writing. Unfortunately, if your order has been produced it won’t be possible to amend it.
How can I tell the availability of products on your site?
At Ryegear we strive to ship all orders in the quickest possible timeframe and all item pages on our site should list item availability. The best way to be alerted when a product is restocked is to enter your email address on the product page. You will be emailed as soon as they are restocked. You can email us to find out an approximate date if required.
What is your policy concerning defective or damaged products?
Any merchandise that is defective and/or damaged by the delivering carrier must be reported within 48 hours of receipt. Signing the delivery receipt will nullify the insurance on the order and constitutes receipt of the merchandise in good condition. It will be the purchaser’s responsibility to file the appropriate claim forms with the delivering carrier.
If shipping boxes are damaged please save and document for carrier inspection claim. Please report immediately by emailing info@ryegear.com with your name, order number and details of the defect including a photo.
All “defective” material is subject to be returned to our facility for their inspection and, if deemed defective by the issuing facility, no monies can be issued until our facility confirms for the defective material.
How are returns handled differently when comparing quality concerns or customers changing their minds?
Any returns or problems that occur because of an error on our part will be handled at our expense. If you would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order.
If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 4 weeks.
Where are returns sent?
The return address can be find in the Packing Slip, and is based on where your package was shipped. Once the return package reaches our facility, we’ll notify you via email. Based on the reason for the return, we’ll decide what the next steps should be.
What is your return/refund policy?
We will gladly accept returns for misprinted, damaged or defective orders if we are notified within 14 days of delivery. Please inspect your order upon receipt for damage and accuracy. Return shipments must be postmarked within 14 days of receipt to be eligible for a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It MUST also be in the original packaging with all tags attached.
Once your return is received, we will send you an email to notify you that we have received your returned item and issue a refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Banks and credit card companies normally take a few days to clear a transaction so please be patient if the refund does not show automatically.
Wrong Address
If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed
Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself (if and as applicable).
If you haven’t registered an account on ryegear.com and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).
Customer Return
It is advisable to contact us before returning any products. We do not refund orders for buyer’s remorse. Returns for wrong item, as well as size exchanges are not acceptable. So, you would need to place a new order at your expense for a product in another size.
Notification for EU Consumers
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. The supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. Sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,
Therefore, Ryegear reserves rights to refuse returns at its sole discretion. This policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
What is your close-out (clearance) policy?
Ryegear will at times make certain items available as “Close-Out” (or Clearance), where we greatly reduce the price of an item due to inactivity, overstock, etc. All Close-Out items are on a first-come, first-serve basis and no Close-Out item can be guaranteed. All Close-Out Items are Non-Returnable.
