Answers to frequently asked questions can be found here, but if there’s something you can’t find, just let us know.
Orders & Purchases
I changed my mind. Can you modify my purchase?
Once we have received your order, we can't modify it unfortunately. If you contact us immediately during office hours via 1 888 5-RUDSAK, we might be able to still cancel it for you and help you reorder.
Can I cancel my order?
Please call our Customer Service team within 30 minutes after ordering at 1-888-5-RUDSAK, Monday to Friday during business hours. Please note that the possibility of cancelling your order depends on its preparation status. If we can't cancel, we can help you with the return.
I never received my order confirmation. Should I be worried?
If it's not in your spam box, please login to your account to see your order status. If you checked out as a guest, please contact our customer service department at 1-888-5-RUDSAK, Monday to Friday between 8:30am and 6:00pm Eastern time.
Why was my order canceled?
We're sorry if this is the case, we try our best to fulfill every order. Either your order was cancelled due to a credit card security check or because we no longer have the item in stock and there is no restock planned. In that case, you should receive your refund within 5 business days.
Which payment methods do you accept?
We accept Visa, MasterCard, and American Express, as well as PayPal and Sezzle. IMPORTANT: Please make sure that your billing address (name, address, and postal code) matches the address associated with your credit card. You still can have an order shipped to another address. The billing and shipping addresses must be valid addresses located in Canada.
Can I pay in instalments?
Yes! We offer Sezzle. A "Buy Now, Pay Later" principle with interest-free instalment plans. You check out, choosing Sezzle as a payment method, and you can pay in instalments (conditions apply). Please visit Sezzle to sign-up, or contact Sezzle at email@example.com.
Can I change or adjust my shipping address?
If you have made a mistake in your shipping address, or if you'd like to change it, please call us immediately after receiving your order confirmation at 1-888-5RUDSAK (Mo-Fr 8:30am -6:00pm EST) and we may be able to adjust it. Please note: we have very little time to do so and as soon as the items are packed, we cannot change anything. Currently, we do not reroute shipments.
Can I use my store credit / gift card online?
Currently, this is unfortunately not possible. However, you may switch out your store credit or in-store gift card for an online gift card. Please send an email with your request and a picture or your store credit or gift card number to firstname.lastname@example.org. Our Customer service team is happy to assist you.
How do pre-orders work?
For products listed as "Pre-Order," the product is not in stock yet but it has been made available to purchase in advance. You will be invoiced upon ordering to reserve your item. The approximate ship date for the item(s) is listed in the product description. Please note that Pre-Order dates are approximate and subject to change. You will receive a notification when the item has been shipped. Pre-Orders are excluded from promotions, unless otherwise explicitly stipulated.
Will my order be subject to any additional taxes?
It depends on your shipping address. Sales taxes in Canada vary by province. Please see the Canada Retail Council’s fact sheet for more information.
Promotions & Exclusive Offers
How do I use my RUDSAK promo code?
Once you’ve selected products to order, click the bag icon in the top right-hand corner of the screen, then select 'View' and 'Edit Bag' from the drop-down menu. Enter your code in the 'Promo Code' field, and click 'Apply.'
Will I receive a tracking number?
When your order is shipped, depending on your shipping method, you will receive an email with your FedEx tracking number, or an SMS with a link to your Uber Direct delivery tracker. In the meantime, you may follow your order status via your account.
How long does shipping take?
Our shipping option with FedEx will take 2-4 days (once shipped). Remote areas might take a day or two longer. For more information, please visit our Shipping page.
Why hasn’t my order been shipped?
Normally, orders are shipped within 48 hours. We'll update you within 5 days of order date in case your order incurs a delay, or if it's out of stock and we'll need to refund you. If your order hasn't shipped after 8 days, please contact our customer service team at 1-888-5-RUDSAK so we can follow up for you.
What are the shipping options?
We always try to get your order to you as quickly as possible. We offer Fed ex Regular (delivery within 2-4 days, though delivery to remote areas might take 1 or 2 days longer). Within the Montreal area and for selected products only, we offer Uber same-day delivery. Your options are available during check-out. For more information, please visit our Shipping page.
Which countries do you ship to?
Currently we only ship to Canada and the United States. We hope to be able to offer our products to the UK and Europe in the near future.
How much do you charge for shipping?
We ship for FREE, so as to give you the best possible shopping experience. Return shipments are also free of charge.
I've received a damaged item, what do I do?
We strive to ensure a perfect shopping experience, so we're sorry to hear that your order didn't reach you in perfect condition. As soon as possible, please upload a clear picture of the problem via our messenger or via email with your order number, to record the problem. Let us make it up to you and send you an exchange item on the double! Please request your return shipping label at our Returns and Exchanges Center.
How does Uber Direct delivery work?
You choose same-day delivery at check out. Only orders placed before 3pm, Monday through Friday, are eligible for same day delivery. Please note: we only offer this service for greater Montreal at the moment, for selected items.
How much does Uber Direct delivery cost?
We charge $10 for same-day delivery. Shipping via FedEx is free of charge.
I missed my Uber Direct delivery, what do I do?
We're sorry to hear that and we'll try to solve it for you. Please call us at 1-888-5-RUDSAK or email us at email@example.com. Please have your order number ready.
I haven’t received my shipment, can you help?
Please email us at firstname.lastname@example.org mentioning your order number and your question.
Returns & Exchanges
What is your holiday return policy?
We have extended our exchange policy for items bought between December 1st, 2021 and December 15th, 2021. You may request an exchange until January 15th, 2022, both for Online and In-store purchases. Our policy on refunds remains unchanged: For in-store purchases we provide store credit only, if requested within 15 days after purchase date. For online purchases, we offer refunds if requested within 15 days after the date on which you have received your item.
How do I exchange or return an online purchase?
How do I return my store purchase?
Please visit the store where you purchased your item within 15 days of purchase date, with your receipt. We accept exchanges or store credit. The item needs to be unused, unwashed, and with labels attached.
Can I bring my online purchase to a RUDSAK store for a return or exchange?
Unfortunately, items purchased online can only be exchanged or returned by mail at this time. We're working on it. For now, please request your return shipping label at our Returns and Exchanges Center.
Do I have to pay for shipping when I want a refund for an online purchase?
RUDSAK offers free returns, you'll be provided with a shipping label upon requesting your return at our Returns and Exchanges Center.
I can’t request a return, can you help me?
A return request needs to be made within 15 days of the delivery date of the order. If you're not able to request one inside this timeframe for a technical reason, please contact our Customer Service team via email@example.com mentioning your order number and the item you would like to return.
When will I receive my refund?
After you have received a refund confirmation, providing your item meets our return conditions, your refund should be back in your account within 5 working days.
Can I return items that are on sale?
Sale items can be returned for an exchange or a refund. Only items that are marked specifically as "Final Sale" cannot be reimbursed but can be exchanged.
Can I have a price adjustment?
RUDSAK offers a one-time price adjustment within 7 days of a purchase. The item must have been purchased at regular price. Price adjustments do not apply to promotions, online exclusives, or short-term sales events such as Black Friday or Boxing Day. Sample Sales are excluded from price adjustments.
Warranty & Repairs
Is my RUDSAK purchase covered under a warranty?
Our products are covered with a limited warranty. Please see our Warranty policy to learn what applies to your product.
Do you offer repairs?
Do you sell replacement parts?
Yes we do! Depending on availability. Please submit your request via our After Sales Service Request form.
How do I subscribe/unsubscribe to your newsletter.
To subscribe, please sign up at the bottom right of our homepage. To unsubscribe, every newsletter has an unsubscribe button at the bottom. Click 'unsubscribe' and confirm, and we'll take care of the rest!
I didn't receive 10% off on my order using the code from the newsletter subscription
Please note that this offer is only valid for regular priced items. When you try to apply it to an item on sale, the code will not work. Please contact our customer service team for further assistance.
Where is your nearest store?
Please use our store locator to find a RUDSAK store near your address.
Products & Sizes
Which styles are made in Canada?
Our styles Reeves, Jacky, and Robbin are proudly made in our own Atelier in Canada.
How will I know if a size will fit me?
On the product pages for Outerwear and Clothing items, right under the available sizes, you'll find our FitFinder. This tool will help you to find the right size for you, for each individual product. For other products, please refer to the size guide on each product page.
Do you have a children's size guide?
We don't have a size guide for children's sizes but these general guidelines may help: RUDSAK children's styles are designed with a European cut. When your child is taller or heavier-set than average for their age group, please size up. When your child is shorter than average for their age group, please size down.
Which coat or parka is the warmest?
To help your choice, under each RUDSAK product on the product page online and on the labels in stores, you'll find the warmth grading for that particular product, so you'll feel confident with your choice for the season.
What is warmer: duck or goose down?
Good question. Goose down filling is slightly warmer than duck down but the textiles used to produce the coat or parka, such as wool or heat tech materials, also influence the warmth level. Each RUDSAK product is graded for temperature, to help you with your choice for the season.
What is the fill power on your outerwear styles?
RUDSAK outerwear styles have either: 90% down, 10% feather @ 800FP, or 70% down, 30% feather @ 600FP.
Care & Maintenance
How do I clean my product?
1. Always follow the care label inside your item.
2. Most of our products have real leather trimmings, so make sure to have your item dry-cleaned by a professional company specialized in leather if this is so recommended on the washing instruction label.
3. Do not iron outerwear items.
4. When storing, ensure the product is completely clean and dry.
5. Store away from heating ducts to avoid your product from drying out. Currently, RUDSAK doesn't offer dry-cleaning services, nor do we work with any specific dry-cleaner.
How do I clean and store my RUDSAK natural fur?
1. Do not spray fur with perfume, hairspray, or other chemical substances.
2. Protect your fur from rubbing (ie. seatbelts and shoulder bags) to avoid irreparable damage.
3. Store away from heating ducts, to avoid fur drying out and shedding.
4. If you store fur in a plastic sleeve, make sure to have some holes in it so it can breathe.
5. If your fur gets wet, shake it out immediately. Gently tap it with a towel to remove access water and leave it to air dry.
6. Brush fur trims once a week to avoid matting.
7. If fur needs to be cleaned, please bring it to a fur specialist.
How do I clean and store my RUDSAK synthetic fur?
1. Wash gently by hand with a tiny amount of baby shampoo or, machine wash using the wool cycle.
2. Do not wring out, do not tumble dry.
3. Roll synthetic fur in a cotton terry towel and hang to dry.
4. Brush regularity with a wide-toothed comb, small sections at a time.
5. Do not spray synthetic fur perfume, hairspray or other chemical substances.
How do I contact you?
Please call us at 1-888-5-RUDSAK. We're on chat too, see the 'Help' button at our website. Otherwise, send an email to firstname.lastname@example.org for less urgent matters
What are your Customer Service hours?
reached Monday to Friday by phone at 1-888-5-RUDSAK from 8:30am - 6:00pm and by chat from 8:30am - 8:00pm, Eastern time.