Foire aux questions
Nous espérons répondre à toutes vos questions aussi rapidement et simplement que possible, mais s'il y a quelque chose que vous ne trouvez pas, faites-le nous savoir.
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 8:30am - 5:00pm Eastern time. Please note that the possibility of cancelling your order depends on its preparation status.
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 5:00pm Eastern time.
How long will my order take to arrive?
Our FedEx Express shipping option guarantees 4-day delivery, after fulfillment. Please note, we have no influence over delays caused by customs. 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.
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 my order 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 firstname.lastname@example.org.
Can I change or adjust my shipping address?
If you have made a mistake in your shipping address, or if you would like to change it, please call us immediately after receiving your order confirmation at 1-888-5-RUDSAK (Monday to Friday 8:30am - 5:00pm 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 email@example.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.
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.
What are the shipping options?
Our FedEx Express shipping option guarantees a 4-day delivery, after fulfillment. Please note, we have no influence over delays caused by customs. For more information, please visit our Shipping page.
Do you ship to Europe or other continents?
Currently, we only ship to Canada and the United States. Prices of shipping fur and leather to other continents incur high customs duties. Almost all our items have leather trims, hence for the moment we're not shipping outside North America.
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 Uber Direct delivery at check out. Only orders made before 3pm on Monday through Friday are eligible for same day delivery. If you order later, your order will be delivered by Uber the next morning. Please note, we only offer this service for greater Montreal at this time.
How much does Uber Direct delivery cost?
We charge $8 for Uber Direct delivery. Shipping via FedEx is free of charge.
I missed my Uber Direct delivery, what do I do?
Please call us at 1-888-5-RUDSAK or send an email to firstname.lastname@example.org. Don't forget to mention your order number please.
I haven’t received my shipment, help?
Please send an email to email@example.com mentioning your order number and your question.
Returns & Exchanges
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, 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 firstname.lastname@example.org 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 a style will fit me?
To help choose the size that will fit best, please refer to our size guide.
Which coat or parka is the warmest?
Look at the labels for the level of down versus feathers. Down insulates better than feathers so a coat with a 90/10 down/feather ratio is warmer than 70/30. Apart from this, goose down filling is warmer than duck down but the textiles used to produce the coat or parka - such as wool or heat tech products - also influence the warmth level. To help your choice, under each RUDSAK product on the product page you'll find the warmth grading for that particular product, so you'll feel confident in your choice for the season.
How do I clean my product?
Please always follow the care label of your item. Most of our products have real leather trimmings, so make sure to have your item dry-cleaned by a professional company specialized in leather. Currently, we don't offer dry-cleaning services, nor do we work with any specific dry-cleaner.
What is warmer: duck or goose down?
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 - also influence the warmth level.
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 email@example.com for less urgent matters
What are your Customer Service hours?
We can be reached by phone at 1-888-5-RUDSAK and chat Monday to Friday 8:30am - 5:00pm, Eastern time.