FAQ

Shipping Information
What are the shipping costs?

All Rue Oak orders include free tracked shipping across Canada.

There are no hidden fees, handling charges, or unexpected costs at checkout.
Where do orders ship from?

We collaborate with our main fulfillment partners in China, who handle quality checks, packaging, and dispatch on our behalf.

This setup allows us to offer a wider variety of products while maintaining consistent quality and transparent pricing.
How long does delivery take?

Our standard delivery timeframe is 5 – 10 business days in total.

This includes 1 – 3 business days for processing and handling, plus 4 – 7 business days for transit.

Please note: business days are Monday to Friday and do not include public holidays.
Which carriers handle delivery?

We work with trusted international and local partners to ensure reliable service:

  • Canada Post
  • CJPacket
  • 4PX Express

The specific carrier may vary depending on your delivery location and parcel size.
How can I track my order?

Once your package leaves our facility, you’ll receive an email confirmation containing a tracking number and a direct tracking link.

Tracking updates typically appear within 1 – 3 business days as carriers update their systems.

You can follow your shipment anytime via our Order Tracking Page or by entering your tracking number on 17track.net
What if my package is delayed or missing?

Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.

Orders and Payments
What payment methods are available?

At Rue Oak, we offer secure and convenient payment options to make your checkout smooth and simple.

We currently accept the following payment methods:

  • Credit & Debit Cards: Visa, MasterCard, American Express, Maestro, UnionPay
  • PayPal
  • Apple Pay & Google Pay
  • Shop Pay

All transactions are processed in Canadian Dollars (CAD).

Payments are handled through Shopify Payments and PayPal, both of which use SSL encryption to protect your data at every step.
Can I cancel my order?

We understand that plans can change.

  • Orders can be cancelled within 24 hours of purchase, as long as they have not yet been dispatched.
  • Once an order has been shipped, cancellations are no longer possible, and our standard Return & Refund Policy applies instead.

If you need help checking your order status, contact our support team at info@rueoak.com and we’ll assist you as quickly as possible.
I didn’t receive a confirmation email.

No worries — this happens sometimes.

First, please check your spam or promotions folder, as automated confirmation emails can occasionally land there.

Search for messages from info@rueoak.com in your inbox.

If you still can’t find it after a few minutes, just email us at info@rueoak.com, and we’ll resend your confirmation right away.
Is my payment information secure?

Yes. All transactions are processed through Shopify Payments and PayPal, using SSL-encrypted connections.

Your payment details are never stored on our servers and are handled in compliance with international PCI-DSS security standards.
Can I change my shipping address after placing an order?

If your order hasn’t been dispatched yet, we can usually update your shipping address.

Please contact info@rueoak.com as soon as possible with your order number and correct details.

Once your parcel has been shipped, address changes are no longer possible.

Returns
How can I return an item?

To start a return, simply email our support team at info@rueoak.com.

Please include your name, order number (e.g. #1234), and the reason for your return.

Once your request has been reviewed, we’ll send you the correct return instructions and return address.

Important: Please wait for confirmation before shipping your item back, as unauthorized returns may not be accepted.
Do I have to pay for return shipping?

For defective or incorrect items: There’s no cost to you. If a product arrives damaged, faulty, or not as described, Rue Oak covers all return shipping costs.


For change of mind or size issues: The return shipping cost is the customer’s responsibility. Shipping fees are non-refundable.
What are the conditions for returning something?

You may request a return within 30 days of receiving your order.

To qualify for a return:

  • Your return request must be submitted within 30 days of delivery.
  • The item must be unused, in its original condition, and include original packaging.

For full details, please refer to our Return & Refund Policy or contact our team at info@rueoak.com.
When will I receive my refund or replacement?

Once your return is received and inspected, you’ll be notified by email.

Approved refunds are typically issued within 7 business days to your original payment method.

If you’ve requested a replacement instead, we’ll process and ship it once your return is verified.
Can I exchange an item?

Yes, exchanges are possible for the same product in a different size or color, provided it’s still in stock.

If the replacement item is unavailable, you’ll be offered a full refund instead.

Contact
How can I contact Rue Oak?

We’re here to help with any questions about your order, our products, or our policies.

You can easily reach us via:

Our customer service team is available Monday to Friday during regular business hours.
How long does it take to receive a response?

We aim to respond to all inquiries within 24 hours on business days.

During busy periods or holidays, replies may take slightly longer, but we always do our best to assist as quickly as possible.
Do you have a physical store or office?

Rue Oak operates primarily online to keep our collections accessible across Canada.

While we don’t have a physical storefront, our team is always available digitally to help with any questions before or after your purchase.

Didn’t find your answer?

No problem — our team is happy to help.

 Contact

Free shipping

Free shipping within Canada.

Customer service

We are available from monday to friday to answer your questions.

Secure payment

Your payment information is processed securely.

Money back guarentee

30-day money-back guarantee on all eligible orders.