FREQUENTLY ASKED QUESTIONS 



BLACK FRIDAY / CYBER MONDAY PROMOTIONS

  • Can I know what are the sale conditions?
    • Prices are as shown on the website and already include discount(s) (the “Promotion”). Exceptions apply. The Promotion is valid exclusively on Rudsak.com solely from Wednesday, November 21st, 2018 0:00, AM EST until Monday, November 26th, 2018, 11:59 PM EST. The Promotion cannot be combined with any other promotion or offer and cannot be applied to previously purchased merchandise, to the purchase of gift cards or care products. RUDSAK reserves the right to modify or terminate the Promotion without prior notice and at its discretion. Promotion is non-transferable.

ORDERS & PURCHASES

  • I changed my mind. Can you modify my purchase? 
    • Once we have received your order, we can't modifiy it unless you contact our Customer Relations team at 1-888-5-RUDSAK within 30 minutes after the time you submitted your order. This service is available only during Customer Service hours.
  • Can I cancel my order? 
    • To cancel your order, contact the Customer Relations team by filling out our Contact Form or contact us by phone at 1-888-5-RUDSAK. Please note that the possibility of cancelling your order depends on its preparation status.
  • I haven’t received any confirmation of my order. Should I be worried? 
    • If you do not receive an email confirmation regarding your shipment, please contact our Customer Relations team at 1-888-5-RUDSAK, or fill out a Contact Form.
  • How long will my order take? 
    • Once your order is processed, the shipping can take up to seven business days with our regular shipping option, and up to three business days with our express shipping option. For more information, please visit our Shipping page.
  • What methods of payment does RUDSAK accept? 
    • RUDSAK accepts major credit cards including Visa, MasterCard and American Express, as well as PayPal. We do not accept any other methods of payment at this time. IMPORTANT: The billing address supplied (including name, address and postal code) must match the address associated with your credit card account, although you can have an order shipped to another address. This information is used to verify the authenticity of the transaction and payment. The billing and shipping addresses must be valid addresses located in Canada. We do not ship to P.O. boxes. You must also provide a phone number and an email address to help the Customer Relations team contact you regarding your order.
  • Will my order be subjected to any additional taxes? 
    • Sales taxes in Canada vary by province. The sales taxes on your order will correspond to your shipping address. Please see the Canada Retail Council’s fact sheet for more information.

SECURITY

  • I’m nervous about shopping online. Is it safe? 
    • We understand the sensitivity of your information and are dedicated to handling all personal information with the utmost security and confidentiality. All client data is safeguarded against loss, theft, unauthorized access, disclosure, copying, use or modification. The RUDSAK website has implemented SSL (Secure Socket Layer) encryption to ensure customers’ security when placing an order. For more information, please visit our Privacy Policy.

PROMO CODES

  • 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.

SHIPPING

  • Does RUDSAK supply order tracking for online purchases? 
    • Of course! When your order is shipped, you will receive an email confirmation that includes a unique Canada Post tracking number. Enter this code here to follow its progress.
  • What are my shipping options?
    • All orders are delivered using Canada Post shipping services. For more information, visit our Shipping page.

GIFT CARDS

  • How do I purchase a RUDSAK gift card for a friend? 
    • RUDSAK gift cards are available in-store and online. To purchase online, select an amount and add the gift card to your bag. Please be advised that gift cards are not redeemable online.
  • I was given a gift card. Can I use it online? 
    • Gift cards can be redeemed exclusively in stores. Although a gift card may be purchased online or in-store, unfortunately they cannot be redeemed through our ecommerce site.

ACCOUNT SUPPORT

  • I’m having issues logging into my RUDSAK account. Can you help? 
    • Sometimes, browsing history or connectivity issues can cause problems logging into your RUDSAK account. We recommend clearing your browser’s cache: in your web browser, select the Tools or Preferences menu, then choose the Clear History or Delete Cookies option.

SIZE GUIDE

  • How will I know a style will fit me? 
    • To help choose the size that will fit best, please refer to our Size Guide

RETURNS & EXCHANGES

  • How do I exchange or return a purchase made in store?
    • Please see our page on Returns & exchanges. Refer to the In-Store section for more information about our policies.
  • How do I exchange or return a purchase online?
    • Please see our page on Returns & exchanges. Refer to the How to request a return on an exchange section for more information about our policies.
  • Can I bring my online purchase for a refund or exchange to the nearest RUDSAK store?
    • Unfortunately, items purchased online can only be exchanged or returned by mail at this time. For more information, please visit our Returns & exchanges page.
  • Do I have to pay for shipping when I want a refund for an online purchase?
    • Restocking and shipping fees will be deducted ($20 plus taxes per product) from your refund. For more information, please visit our Returns & exchanges page.

PRICE ADJUSTMENTS

  • I bought an item at a RUDSAK store, and now the price is lower. Can I get a price adjustment?
    • RUDSAK offers a one-time price adjustment within seven days of a purchase. The item must have been purchased at regular price. Price adjustments do not apply to promotions, online exclusives and short-term sales events such as Black Friday or Boxing Day.

SPECIALIZED ORDERS

  • Can my company order corporate gifts?
    • RUDSAK can customize bags, small leather goods, travel luggage and more with corporate logos or images for use as business gifts, to create private label collections or to present to employees. For details, contact us at corporatesales@rudsak.com

PURCHASE POLICY & REPAIR

  • Is my RUDSAK purchase covered under a warranty?
  • I have an older RUDSAK product that needs to be fixed as some accessories are missing. Is that possible?
    • We cannot guarantee the availability of materials and hardware from our previous collections. We invite you to contact our Customer Relations team for more information.

SOCIAL RESPONSIBILITY & MATERIAL SOURCING

  • RUDSAK’s Material Sourcing Practices
    • Quality and craftsmanship are of the utmost importance to RUDSAK, and the company is fastidious about using only high-quality leather, fur and other natural materials in products. RUDSAK works closely with the world’s leading experts to source fine leathers, including American Saffiano cowhide and soft New Look leather from Italy. RUDSAK is proud of its Canadian heritage. Leather and fur are emblems of Canadian identity, not only because it is a cold, northern country but also because of the industry’s long and rich tradition in the nation’s history and economy. The modern international fur trade is an excellent example of the responsible and sustainable use of renewable natural resources – a principle promoted by the World Conservation Union and other environmental authorities. Each season’s collection offers consumers choices to help them forge a style that feels right for them. The RUDSAK line features vegan alternatives for those who prefer not to use any animal by-products, including woven straw, linen and nylon handbags, apparel and accessories. RUDSAK recognizes the obligation to use animals and our natural environment in a responsible and sustainable fashion. The company also celebrates the knowledge, skills and heritage of farmers, trappers, processors and artisans who transform beautiful natural materials into wearable and functional works of art. RUDSAK is a member of the Fur Council of Canada. For more information about fur, we invite you to visit their websites: www.furconcil.com, www.truthaboutfur.com et www.furisgreen.com.