Frequently asked questions

Order & Purchases

I changed my mind. Can you modify my purchase?

Once we have received your order, it cannot be modified. If you would like to add an item to your order, it will be processed as a new purchase.

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 within three business days, please contact our Customer Relations team at 1-888-5-RUDSAK, or fill out a Contact Form to inquire about your order.

How long will my order take?

Once an order has been prepared and shipped, delivery can take up to seven business days with Canada Post Expedited Parcel Service and three business days with Canada Post Xpresspost Service.

Safety & Security

I’m nervous about shopping online. Is it safe? Who will see my information?

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.

Methods of Payment

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.

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 My 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 tracking number. Enter this code in the Order Status section of the website to follow your order’s progress.

I live in the United States and love RUDSAK. Can you ship to me?

We’re flattered, but at the moment we only ship within Canada. To locate the nearest store to you or find a RUDSAK wholesale retailer, click here.

What are my shipping options?

All orders are delivered using Canada Post shipping services. For more information, please visit the Shipping Information page.

Taxes

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.

Gift Cards 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.

How can I retrieve my RUDSAK account password?

Click here to retrieve your password.

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 and Exchanges

How do I exchange or return a purchase made in store?

Please see our page on Returns & Exchanges. Refer to the sections on In-Store Returns or In-Store Exchanges for more information on our policies.

How do I exchange or return a purchase online?

Merchandise purchased online can be refunded or exchanged within 14 days of the package's delivery date. Before returning an online purchase, please contact Customer Relations by filling out a Return Request Form or calling 1-888-5-RUDSAK to obtain a return merchandise authorization (RMA) number and procedural instructions. Exchanges or refunds cannot be made in-store at this time. Please see our Returns & Exchanges page and refer to the Online section for more information.

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.

Can I exchange a product purchased online for another style?

We only exchange products for an alternative colour or size of the same item. To obtain a different product, customers must return their purchase for a refund and place a new order for the desired product. For more information, please call our customer relations team at 1-888-5-RUDSAK.

Do I have to pay for shipping when I exchange an online purchase?

Merchandise for exchange can be returned for free using the enclosed prepaid Canada Post label included with the original order.

Do I have to pay for shipping when I want a refund for an online purchase?

Returned goods can be returned without shipping charges using the prepaid Canada Post label included with the original order. All exchanges and/or refunds must be authorized by RUDSAK prior to the return. Customers must contact RUDSAK before proceeding with the exchange or refund by filling out the Return Request form available online and including a name, order number and daytime phone number in all communications. Once the exchange or refund is authorized, RUDSAK will provide customers with return instructions and a Return Merchandise Authorization (RMA) number, which must be clearly written on the return package. Please see our Returns & Exchanges page for more information.

What if the online order I want to exchange or refund is lost in the mail?

RUDSAK is not responsible for the loss or delay of packages being returned. Because of this, we recommend using a shipping service that provides insurance coverage and a tracking number. Please see our Returns & Exchanges page for more information.

Gift Cards & Price Adjustments

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 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.

Find a Store

Is there a RUDSAK store in my city?

Find the closest boutique on our Find a store page.

Specialized Orders and Sample Sales

Where can I attend a sample sale?

A RUDSAK Sample Sale occurs twice a year in Montreal and Toronto. At these sales events, customers can save up to 70% on outerwear, footwear, handbags, small leather goods and much more. Connect with RUDSAK on social media for news regarding upcoming sample sales and other promotions.

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, see our Corporate Gifting page or contact corporatesales@rudsak.com.

Purchase Policy and Repairs

Is my RUDSAK purchase covered under a warranty?

RUDSAK products are crafted with careful attention to every stitch and detail. Variations in color and grain are natural characteristics of genuine leather that add to the unique allure of each individual item. Outerwear, bags and small leather goods with significant defects excluding normal wear and tear may be eligible for repair within 90 days of purchase.

Due to the delicate fabrics employed in fashion collections, apparel is susceptible to normal wear and tear and is not covered under any warranty.

Footwear with significant manufacturing defects may be eligible for repair within 30 days of purchase.

*Shipping, pickup and/or restock fees may apply.

*RUDSAK items purchased through a third-party retailer or wholesaler do not qualify.

*RUDSAK reserves the right to authorize all exchanges and repairs at its sole discretion.

For more information, please contact our Customer Service department at 1-888-5-RUDSAK.

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.

Careers

I’d love to work for RUDSAK. Where can I send my resume?

To learn more about RUDSAK’s business culture and job opportunities, see our Careers page.

Public Relations

How do I get in touch with your PR team?

For more information about press inquiries, integrating RUDSAK apparel and accessories into fashion editorials or other creative collaborations, please reach out to our public relations pros at pr@rudsak.com.

Leather and Fur Care

Are there any tips and tricks you can give me for leather and fur care?

Spills happen to the best of us. Check out our Product Care page to learn how to protect, clean and store our products.

Do you have a cleaning service?

Unfortunately, we do not offer a cleaning service. Please see our product care advice here to know more about the best practices to care for your RUDSAK products.

Social Responsibility and 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 resource – 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.furcouncil.com, www.truthaboutfur.com and www.furisgreen.com.