FAQ

The processing delay varies from 1-7 business days and the shipping delays may vary from 2-10 business days*.

*Please note that due to the high level of orders and the additional measures we have put into place to protect our employees in the context of the COVID-19 pandemic, processing and shipping delays may vary.

RUBINO currently offers FREE SHIPPING on all orders of 50$ or more! For orders under 50$, we charge a 5$ flat fee for shipping.

Please note that as a result of Customs and Tariffs, we do not ship outside of Canada.

To get an update on your online order, write us at support@rubinoshoes.com and someone from our team will get back to you !

1 – The item you have selected might be out of stock. We are sorry for the inconvenience.

2 – Shipping and billing addresses must be valid Canadian addresses and your billing address must match the exact location where your credit card bill is sent. Should one of these two conditions not be met, your order will be canceled automatically.

Within 30 DAYS of the purchase or shipping date, you can return an item bought in store for a refund, exchange, or a store credit. We will refund on the same method of payment as for your purchase. These conditions need to be respected:

- The item must be unused and in the same condition that when you bought it; 

- The item must be in the original packaging which has not been damaged or altered.

LIQUIDATION MERCHANDISE 

Items bought at LIQUIDATION price are non-refundable and can only be exchanged or returned for a store credit within 10 DAYS of the purchase date if these conditions are respected:

- The item must be unused and in the same condition that when you bought it; 

- The item must be in the original packaging which has not been damaged or altered. 

ACCESSORIES

For hygiene reasons, accessories such as socks and insoles cannot be exchanged or refunded.

GIFT CARDS

Gift cards may not be redeemed for cash or refunded. All returned items purchased using a gift card will be refunded as a store credit back onto a gift card.

Items purchased in store may only be returned in store.

Return in store

You can go to any one of our RUBINO stores to return a purchase made online. This method is the fastest way to get a refund or proceed with an exchange. Click on this link to locate the nearest RUBINO store: STORE LOCATOR

Return by mail

If you wish to return an online purchase by mail, please visit our return portal : RETURN PORTAL. We will send you a return label if your return request is made within the prescribed delays.

Once we receive your package and the inspection is approved, the refund will be treated within 3-10 business days. During inspection, these conditions need to be respected:

- The item must be unused and in the same condition that when you received it;

- The item must be in the original packaging which has not been damaged or altered.

- No sticker nor label is to be found on the original packaging. The box must be in a protective bag or box for shipping. 

RUBINO reserves the right to refuse any return sent after the prescribed delay or if one of these conditions is not met. In such case, the cost of returning the item by mail, the case may be, is the responsibility of the customer.

Once we have received the item(s) you wish to return and have approved the refund, you will receive a refund confirmation email. Following this notification, please allow 2-10 business days before you can see the refund on your credit card statement.

We offer FREE SHIPPING for returns on all online orders !

If an item is defective within a 90 DAYS of the purchase date, and that the defect does not result from normal wear and tear or abusive usage, we will exchange or repair the item without any fees. A proof of purchase is mandatory for this guarantee.

Within 7 DAYS of the purchase price, you may obtain a credit note on a gift card in the amount of the price drop. A proof of purchase is required.

The pick-up in store service is available in the following stores:

- Plateau Mont-Royal

- St-Léonard

- Granby

- St-Jean

- Trois-Rivières

- Beauport

- Lévis

- St-Jérome

- Vanier

- Drummondville

You can locate the one nearest to you by using this tool :

Find a store

Unfortunately, no. However, when you pick up your order in store, you will be able to proceed with an exchange or return, in accordance with our return policy.

It depends on the availability of the item(s) you have selected in the store you have chosen for pickup. The delays therefore vary from 0-7 business days.

You will receive an email notification as soon as your order is ready to be picked up in store.

To get an update on your online order with in store pickup, write us at support@rubinoshoes.com and someone from our team will get back to you !

Make sure you bring a proof of identity and that you have your online order number on hand.

The only person who can come and pick up an online order in store is the person who placed the order. Make sure you bring a proof of identity and that you have your online order number on hand.

Sezzle is a payment solution that gives you the freedom to buy now and pay later - with no interest! 

When you place an order through Sezzle, our unique approvals system reviews your account to determine what sort of repayment plan we can offer. In most cases, it's 25% of the order total due up-front (also called your "downpayment" or "first installment"), with the remaining amount divided up across three more installments, each due two weeks apart. No interest, no up-front or hidden fees. In fact, as long as you pay off your installments on time, there are no fees at all!