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FREQUENTLY ASKED QUESTIONS

Please take a moment to read our FAQs to see if they can answer your questions or concerns.

If you have any questions regarding an order please feel free to email our online customer service department.

Our customer service hours are Monday - Friday 8:00am to 4:00pm PST.

 

Please allow up to 24 hours for a response to an inquiry.

 

Emails sent during non-office hours will be handled on our next business day.

Thank you! 

  • How long will it take for my order to arrive?
    Due to the current circumstances of covid-19, deliveries may be slightly delayed depending on the local delivery network in your region. We hope that you lend your patience to the logistic teams no matter where they are, who are supplying us with our daily essentials and keeping goods flow through our communities. All standard orders will be shipped and will arrive within fourteen business days of confirmation from our team that they have received your order. If your order includes an item that we indicated will be shipped at a later date, we will only ship the entire order out together once the item arrives.
  • Returns
    If you are not completely satisfied with your purchase, we will gladly accept returns or exchanges. You can return unworn, unwashed, or defective merchandise within 14 days of receipt. Shipping charges are non-refundable unless reason for return is the result of our error. All sale items are final sale. This includes special discounts and promotions, excluding free shipping on regular priced items. No promotional price adjustments on items after purchase. You have 14 days to return or exchange item(s) from the day that you receive your purchase. Please e-mail Customer Service to discuss. Return/Exchange packages MUST be shipped pre-paid though an insured and/or trackable carrier. We are not responsible for items damaged or lost in transit. Please send returns/exchanges to: RUGGED COUTURE Attn: Returns Department 2/841 Royal Ave New Westminster BC V3M 1K2 A refund credit will be promptly issued to the original form of payment and a confirmation will be e-mailed for returns and exchanges with lesser value. For a simple exchange, your new item(s) must be of equal value or less. Because we are unable to access the original payment processed for your order, an exchange of greater value must be re-ordered and the original item is processed as a Return. Exchange orders will be shipped out at no additional shipping cost (excluding International Shipping) upon the return of the original order. Shipping to other countries may incur additional shipping charges.
  • I made a mistake, can I change my shipping address?
    Unfortunately not - Once an order is submitted it cannot be modified or cancelled. If the package is returned to sender, we will refund you completely.
  • What payment options are available?
    We offer all major payment methods like Visa, Mastercard, American Express, and PayPal. All local payment methods are available and viewable upon checkout.
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