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FAQ 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?

If you’ve changed your mind, please note that our Customer Service agents can’t cancel a confirmed order. However, you can request a full refund. We’re happy to help set up your free return. If you have other questions, don’t hesitate to call 1-888-5-RUDSAK Monday to Friday during business hours.

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 shoppersupport@sezzle.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 service@rudsak.com. 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.

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You’ll find the answers to your questions and other helpful information in the section below.

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Talk to a RUDSAK specialist during opening hours: Monday to Friday,
10 am - 5 pm (EST).

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