FREQUENTLY ASKED QUESTIONS 



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 the United States of America. 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? 
    • We do not charge taxes anywhere except people from the State of New-York.

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 FedEx shipping tracking number. Enter this code here to follow its progress.
  • What are my shipping options?
    • All orders are delivered using FedEx services. For more information, visit our Shipping page.

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 sections on In-Store Returns or In-Store Exchange for more information on our policies.
  • How do I exchange or return a purchase online?
    • Please see on our page on Returns & exchanges. Refer to the sections on Online Returns or Online Exchanges for more information on 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.

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.

VIP SALE

  • Can I know what are the VIP sale conditions?
    • The discount code cannot be combined with other offers or promotions. The discount code cannot be applied to previous orders, gift card purchases, or other fees such as shipping or taxes. Offer applies only to orders shipping to the United States. Offer restrictions may apply. Promo code RUDVIP shall be valid as of 8/11/2018 and automatically expire at 11:59 P.M. EST on 11/11/2018. Rudsak reserves the right to modify or cancel the promotion at any time without prior notice.