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 log in to your account to see your order status. If you checked out as a guest, please contact our customer service department.

How long will my order take to arrive?

Our shipping option with FedEx will take 2-4 days (once shipped). 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 the 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.

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 canceled 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, American Express, PayPal, Klarna, google pay, apple pay, and shop pay. 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. 

Can I pay my order in installments?

Yes! We offer Klarna. A "Buy Now, Pay Later" principle with interest-free installment plans. You check out, choosing Klarna as a payment method, and you can pay in installments (conditions apply). For more information please visit https://rudsak.com/fr/pages/klarna-faq 

Can I change or adjust my shipping address?

We are unable to change the delivery address once an order has been placed. This is because our system automatically generates a shipping label with the address provided at the time of purchase. If you need to change your address, we recommend contacting FedEx."

Can I use my store crcredit/giftard 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 service@rudsak.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.