Go Back to FAQ

FAQ Orders & Purchases

Can I cancel or modify my order?

Due to a high volume of order processing, we cannot modify or cancel your order. Please make sure your order details are correct before placing your order. 

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?

In USA, Our FedEx Express shipping option guarantees 4-day delivery, after fulfillment. Outside USA shipping delays may vary depending on the shipping country. 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. We can however cancel an order at any point before it ships out. 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

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 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.

Did you find what you were looking for?

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

Contact Us

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

Contact Us