FAQ
Frequently Asked Questions
What is the delivery time for my order?
Orders are usually processed and shipped within 2 business days. Delivery times may vary depending on the destination and external factors.
Orders placed after 11:00 PM on Friday or during the weekend may not be processed until Monday.
While we aim to deliver all orders within 9 business days, these delivery times are estimates and may vary by region.
We are not responsible for delays caused by the carrier or for any loss or damage that occurs during transit.
What should I do if I haven't received my order yet?
Due to the high demand for our products, your order may occasionally arrive a little later than expected. Orders can also be delayed or lost in transit due to circumstances beyond our control. This happens more often in the following situations:
- Extreme weather affecting the supply chain
- Increased demand during peak periods and holidays
- Customs delays, as orders are shipped internationally
- Stricter shipping regulations due to global events
In such cases, the tracking information may not show any updates for several days. However, this does not necessarily mean the order is lost. We recommend waiting 3–5 business days after the expected delivery date before contacting us.
If this period has passed and you still haven't received anything, please send an email to info@ruffstead.com. We will then look into what happened to your package. Rest assured: our logistics team and shipping partners do their best to deliver your order as quickly as possible.
I want to exchange/return my order — how do I do that?
To return an item, contact our customer service at info@ruffstead.com. Please include your name, your order number (e.g., #0000) as shown in your confirmation email, and the reason for the return. We will then send you the return address and confirm the return. After that, you can send the product back to us via a carrier of your choice.
What does return shipping cost?
Unfortunately, return shipping costs are at your own expense. The cost depends on the shipping company. Please check the website of your chosen carrier for more information on pricing.
What are the conditions for returning my product(s)?
There is always a 14-day return period. This period begins on the day you receive the product. However, there are a few conditions:
You can only return the product if:
● The return period has not yet expired;
● The product is in its original packaging and all labels are still attached;
● The product has not been used.
Which payment methods can I use?
We accept payments via credit card. If you're not sure whether your payment method is accepted, follow the steps on the checkout page to see all available options. All transactions are processed through secure and reliable payment systems, so they are 100% safe.
What should I do if I didn't receive a confirmation email for my order?
That shouldn't happen. Please send an email with your full name and email address to info@ruffstead.com. We'll help you as soon as possible.
Can I cancel my order?
Would you like to cancel your order for any reason? Please send an email to info@ruffstead.com as soon as possible. Include your name, order number (e.g., #0000) received in your confirmation email, and, if applicable, the reason for cancellation.