Frequently_ Asked_ Questions

FAQ

Gift_Cards

Do you offer gift cards?

Yes, we do offer gift cards. They can be purchased in values of $25, $50, $100, $200 or $250. You can purchase gift cards online or in store.

Please note that in store gift cards can only be used in store and online gift cards can only be used online. We are upgrading our systems to allow for gift card redemption to happen cross platform – this will be available in the near future.

How long will it take for a gift card to arrive?

Gift cards purchased on RYU.com are emailed within 5 minutes after purchase.

A gift card bought in store will be in your hand immediately.

Please note, Gift Cards are valid for orders placed / shipped within Canada and continental U.S. only.

Can I redeem my online gift card in-store (and vice versa)?

Currently Gift Cards purchased online can only be used online and Gift Cards bought in store can only be used in store. We are working hard to allow our systems to talk together so that any gift card can be used both online and in store.

Gift Cards can only be used for orders placed/shipped within Canada and continental U.S.

Manufacturing + Sustainability

Are your materials/fabrics sustainably sourced?

Yes, the materials and fabrics used in RYU products are sustainably sourced. We deal mainly with BLUESIGN® certified fabrics, so that we are supporting the most sustainable fabrics on the planet.

The BLUESIGN® system is the solution for a sustainable textile production. It eliminates harmful substances right from the beginning of the manufacturing process and sets and controls standards for an environmentally friendly and safe production. This not only ensures that RYU products meet very stringent consumer safety requirements worldwide, but also provides you with the confidence that RYU is a sustainable product.

What does RYU do about sustainability?

The simple truth is that apparel manufacturing is not a very environmentally friendly business. In the end, it is also partly up to our customers to do their part and support companies that are trying their best to solve the problems of sustainability. For our part, we do the following:

 Produced quality goods so that the need to frequently replace your garments is drastically reduced
 Make our apparel with performance in mind that is multi-purpose and function so that you actually need less clothes in your closet
 Deal with as many sustainable quality fabrics as possible
Try and deal with as many recycled products as possible whenever we can
 We’re committed to always trying to improve (honestly and respectfully we are certainly not perfect) and never being satisfied that we have found all the answers

How do you ensure RYU products are ethically produced?

We Respect Your Universe, and so we take extra steps to ensure all RYU products are ethically produced.

We personally visit every factory we deal with for manufacturing. Our staff has more than 100 years combined experience in the apparel trade and are all experts in their field in producing quality goods that meet the best standards that are available. There are “good” and “bad” factories in every country. Our standard is to only deal with the best “good” ones and respect every human, no matter where they live or work. Whoever is the best at what they do gets to produce our RYU apparel & accessories for you.

We will not deal with lower cost factories that do not act and treat their staff and vendors in a proper manner that respects the rights of workers and the environment. No system is perfect yet, but we constantly are trying to improve all the time.

Where do you make your gear?

Our products are made in various locations that include Canada, USA, Vietnam, and China. We always strive to only deal with whoever is best in the world to make each individual item. We want to respect all humanity, no matter where they live or work.

Orders

How Do I Redeem RYU Loyalty Points In Store?

RYU Loyalty points may be redeemed by purchasing items online and selecting “Local Pickup” at a RYU Store location.

Loyalty Points are available at checkout when logged into ryu.ca and ryu.com.

Contact us at hello@ryu.com for more information.

What payment methods does RYU accept?

We accept the following forms of payment:

American Express
Mastercard
Visa
Shopify
Afterpay
RYU Gift Card (Canada and continental U.S. only)

Please note: We do not accept checks, cash, or money orders for online orders.

What if I need to change or cancel my order?

We process orders quickly, but we’ll do our best to accommodate any changes to your order. The best way to change or cancel an order is to email us at hello@ryu.com with your order number and reason for return.

What’s the status of my order?

To check the status of an order, sign into your account on RYU.com using the email address and password you used during checkout. Once you’re signed in, click “Orders” from the menu, and behold! Your info’s all there. You’re always welcome to reach out via email at hello@ryu.com.

Will I be charged for the portion of my order that did not ship?

In the case of an unforeseen backorder situation RYU will refund any charges immediately. Should you have any questions, please don’t hesitate to contact us anytime at hello@ryu.com.

Am I being charged sales tax?

Yes, sales tax is charged for all applicable states/provinces and countries as required by law.

How do I use a Promo Code?

Have a promo code? Awesome. You can add it to your order right before you checkout. There will be a link on the right side of shopping bag that says ‘Have a Promo Code,’ above the button that says ‘Checkout.’ Enter the code and your total will reflect the new amount.

RYU.com allows one promo code per order. If you have multiple promo codes, save one for your next order or send it to a friend. Promo codes including trainer codes, cannot be combined with any other discounts including campaign promotions. If you experience any issues trying to apply a promo code, please feel free to contact us at hello@ryu.com and we’ll be happy to assist.

Do you have gift receipts available?

A packing slip is included in every order shipped. Our RYU packing slip acts as a gift receipt for any exchange or refund, and for discretion, there are no prices listed on the packing slip. All returns made with a gift receipt will be issued an RYU Gift Card for the full value of the order.

Shipping

When can I expect my order?

Most orders are processed and shipped within 2 business days, in some circumstances processing may take up to 5 days. Please allow an additional 2 to 5 business days for Standard Shipping. Orders with Expedited Shipping will arrive in 1-3 business days. If you want to check on the status of your order, please contact us via hello@ryu.com and be sure to include your order number.

Please note: due to the current situation surrounding COVID-19, our warehouses have reduced their working days, which may potentially cause delay in shipments. Furthermore, our carriers are experiencing reduced staffing and service hours due the situation. We appreciate your understanding and patience through this challenging time.

Where do you ship to?

PLEASE NOTE: DUE TO CARRIER RESTRICTIONS WE CANNOT SHIP TO PO BOXES.

We ship to all American and Canadian addresses. Please add 2-3 business days for shipments to Alaska, Hawaii, Puerto Rico, and the Virgin Islands.

International Destinations:

We are currently shipping to Canadian and US addresses. Limited shipping to destinations in Europe is available via ryu.ca. We look forward to expanding in the next few months.

Shipping to Iceland is not yet available.

Destinations with available shipping or local pickup appear will appear at checkout of any order.

Please view the customized checkout page with your items for the most accurate details on fulfillment options.

You may contact us at hello@ryu.com for more information.

What does shipping cost?

American & Canadian Addresses 
Standard Shipping is free on all orders over $100.

For orders under $100, Standard (2 – 5 business days): $10
Expedited (1 – 3 business days): $25

Please add 2-3 business days for shipments to Alaska, Hawaii, Puerto Rico, and the Virgin Islands. Shipping time not guaranteed at peak periods.

From time to time RYU will run promotions that may change the free shipping amount.

How do I track my order?

You will be emailed the tracking number shortly after your order ships. To track your package, following the tracking link in your email or input your tracking number into the carrier’s website. You can also track your order by logging into your RYU online account once the tracking number has been added by our warehouse it will appear alongside your order!

Returns + Exchanges

What is your return policy?

We offer a full refund or credit within 14 days of shipping for full priced unworn, unused goods in the original packaging with hang tags attached. RYU gift card credit is available for customers up to 30 days after purchase date of full price items.

1) ALL DISCOUNTED PRODUCTS ARE FINAL SALE. UNDERGARMENTS AND BRAS ARE NOT ELIGIBLE FOR RETURN OR EXCHANGE.

2) RETURNS MUST HAVE AN APPROVED RYU RETURN AUTHORIZATION (RA) FORM AND RYU PREPAID RETURN SHIPPING LABEL. TO OBTAIN A LINK TO THE RETURN AUTHORIZATION CONTACT US AT HELLO@RYU.COM OR THE CONTACT FORM.

3) ITEMS RETURNED WITHOUT AN APPROVED RYU RETURN AUTHORIZATION (RA) FORM AND RYU PREPAID RETURN SHIPPING LABEL WILL NOT BE REFUNDED OR CREDITED. WE DO OUR BEST TO ACCOMMODATE RYU CUSTOMERS BY HONORING OUR RETURN POLICY.

Please return each item in original packaging with RYU hang tags attached. Contact us at hello@ryu.com of the chat box below to initiate a return.

We are committed to developing the most durable urban athletic apparel in the market. If your product fails to perform or is damaged due to a material or manufacturing issue please contact us at hello@ryu.com so we can work with you to find a solution. All replacements are at the discretion of the RYU team.


ALL RETURNED ITEMS ARE SUBJECT TO INSPECTION, AND SUBJECT TO A DISCRETIONARY CLEANING AND/OR RE-STOCKING FEE. IF THE ITEM(S) CANNOT BE RETURNED TO INVENTORY FOR WHATEVER REASON, WE WILL BE IN TOUCH RIGHT AWAY. THESE MEASURES ARE REQUIRED TO MAINTAIN RYU QUALITY FOR ALL CUSTOMERS.

How do I set up a return or exchange?

Only full priced purchases are eligible for returns or exchanges. To start a return or exchange, submit a request via hello@ryu.com or our Contact Form, where you will be prompted to include your Order #. In your message, please state the exact items that you wish to return.

We will provide you with a Return Authorization (RA) form, where you’ll complete your name, order number (found in the subject of your order confirmation email) and the item(s) you wish to return. You must complete the RA form accordingly, and include it within your returning package.

Once approved, the RYU Customer Experience Team will provide a shipping label for you to affix to the package.

Please note that it can take up to 5 business days to process a return from date of arrival at the respective warehouse and the failure to obtain an RA form and number is likely to delay the refund/exchange process. Once we have received and processed your return, the refund will be issued to the original method of payment.

How do I return/exchange a gift?

To initiate your gift return, contact us via our chat box below, hello@ryu.com or the Contact Form. Please be sure to include your Order Number within the corresponding form field.

Can an online order be returned in-store and vice versa?

Online purchases must be returned to the online warehouse to ensure the fastest and most efficient service. If you have purchased in-store please return your item to the original point of purchase. Please ensure you have your receipt, the item is clean and unused and has all tags still attached.

What do I do if my RYU item arrives damaged?

We are committed to developing the most durable urban athletic apparel in the market. If your product fails to perform or is damaged due to a material or manufacturing issue please contact us at hello@ryu.com so we can work with you to find a solution. All replacements are at the discretion of the RYU team.

Please be sure to include your Order Number within the corresponding form field, and upon our follow-up, we recommend having pictures on hand to document the damage to your order, so that we may best serve you and the situation.

How long does a refund or exchange take to process?

From start to finish, please give your refund/exchange 7 – 10 days to get back to you. Our Returns Teams are located on the West Coast, so return travel may take up to 5 business days plus an additional 5 business days for processing. From the date the fund is processed, it may take up to 3 business days for the refund to appear on your credit card statement.

Please note: due to the current situation surrounding COVID-19, our warehouses have reduced their working days, which may potentially cause delay in shipments. Furthermore, our carriers are experiencing reduced staffing and service hours due the situation. We appreciate your understanding and patience through this challenging time.