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.

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.

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

RUBINO currently offers FREE SHIPPING on all orders of 75$ or more! For orders under 75$, we charge a 7$ flat fee for shipping.

Once your order is fulfilled, your shipment should be delivered within 24h.

RUBINO works exclusively with Canada Post. We offer standard shipping with tracking on all orders. There is no option for express shipping.

RUBINO usually fulfills orders within 2 business days. However, it is possible that the product need to be shipped from a store to our wharehouse and in this case, it can take up to 7 business days for an order to be fulfilled.

You will be notified by email once your order is fulfilled.

Yes, it is possible to track your order once it's been fulfilled. In order to track an order, you must open your order confirmation and click on the 'track order' button. From there, you will be able to see the tracking number and verify the status of the parcel by clicking on the link.

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.

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

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.

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.

CLEARANCE SECTION

Items bought in our CLEARANCE section 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.

Please note that if you return a product bought online using Paypal, Sezzle or American Express in a RUBINO store, it can take up to 48 hours for the return to be processed. Rest assured that the funds will be credited as soon as possible.

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!

You must sign up and get your account directly through the Sezzle website.

Sezzle is a payment solution that empowers you to "Buy Now and Pay Later" with simple, interest-free installment plans.

Sezzle breaks down the total cost of your purchase into smaller payments, spread over at least six weeks. As little as 25% is due at the time of the purchase, with the remaining amount spread out over equal installments (typically three), each two weeks apart.

To pay for your order on our website, you can use the following payment methods :
- Visa
- Mastercard
- Amex
- Discover
- Diners Club
- Interac
- Shop Pay
- Apple Pay
- Google Pay
- Sezzle
- Paypal

RUBINO, via Shopify, is certified Level 1 PCI DSS compliant.

We [Shopify] are very serious about securely hosting your store and have invested significant time and money to certify our solution is PCI compliant. From annual on-site assessments validating compliance to continuous risk management, we work hard to keep our shopping cart and ecommerce hosting secure.

The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. The standard was created to increase controls around payment data to reduce fraud.

All six PCI standard categories are covered :
- Maintain a secure network
- Protect cardholder data
- Maintain a vulnerability management program
- Implement strong access control measures
- Regularly monitor and tests networks
- Maintain and information security policy

If you choose to pay via PayPal, you will be redirected to their website to complete the purchase. The purchase amount will automatically be debited to your PayPal account.

For more information, visit www.paypal.com.

Rubino reserves the right to withhold any order for security reasons. In such cases, the affected customers will be notified.

We also reserve the right to cancel an order if we are unable to verify the shipping and billing information, or if we believe that the customer has placed an order with the intention of reselling the merchandise.

Sezzle is a PCI DSS Level 1 certified compliant Service Provider organization. We recommend that consumers and merchants ensure they are working with a Level 1 certified compliant organization. Level 1 certification ensures that an external auditor has fully assessed the ability of the organization.

PCI DSS is a comprehensive set of requirements created by the Payment Card Industry Security Standards Council to enhance cardholder data security and to ensure the safe handling and storage of sensitive customer credit card information and data.

Sezzle secures and protects the cardholder data according to the current applicable PCI standard for the life of the data needing to be retained. Sezzle acknowledges these responsibilities as being the organization responsible for ensuring the safe handling and storage of sensitive customer credit card information and data for the Sezzle services.

In order to use your promotional code, you need to enter the code at checkout.

During the checkout process, on the right side of the screen there is a box where you can apply your discount code or gift card number. Once the code is entered, click 'apply'.

If the code is valid, a confirmation message will show up and the the price will be adjusted to reflect the promotion.

If the promo code doesn't work, it could mean that your order doesn't qualify for the promotion. For example, it's possible that the discount code only applies for items that aren't in sales or vice-versa. It's also possible that the promotion expired. If you aren't sure about the reason why the promo codes isn't working, you can contact us and we'll clarify it for you. Send us an email at support@rubinoshoes.com or use our contact form at the bottom of this page.

Promo codes are only valid for online purchases. However, it is possible to buy a product online and pick it up in store.

Promo codes can’t be exchanged for a store credit, nor can they be applied to past orders. A number of restrictions may apply to these codes. As a result:

-Some products may be excluded.

-Promotional offers are valid for a limited time only and cannot be combined with other offers unless its terms of use state otherwise.

-A promotional code may only be used once, unless its terms of use state otherwise.

-Promotional codes are not valid in RUBINO stores

While our physical gift cards aren't compatible for online purchases, it is possible to convert it for online purchase. In order to convert your card for online use, you can use our online form, available here and complete the required information. Please allow 1 to 2 business days for us to send you back your online gift card number. You'll then be able to use your credit at checkout.

RUBINO doesn't offer the sale of online gift cards. It is possible for us to create a custom gift card in some circumstances. You can contact us using the form below or by email at support@rubinoshoes.com if you would like us to make one for you or a special one.

In order to use your e-gift card or online store credit, you need to enter the card's code at checkout.

During the checkout process, on the right side of the screen there is a box where you can apply your gift card number. Once the code is entered, click 'apply'.

If the code is valid, a confirmation message will show up and the the price will be adjusted.

HTTP cookies (also called web cookies, Internet cookies, browser cookies, or simply cookies) are small blocks of data created by a web server while a user is browsing a website and placed on the user's computer or other device by the user’s web browser. Cookies are placed on the device used to access a website, and more than one cookie may be placed on a user’s device during a session.

Cookies serve useful and sometimes essential functions on the web. They enable web servers to store stateful information (such as items added in the shopping cart in an online store) on the user’s device or to track the user's browsing activity (including clicking particular buttons, logging in, or recording which pages were visited in the past).

We may use “cookies” to track your preferences and activities on the www.rubinoshoes.com website.

Cookies may store a variety of information, including, the number of times that you access a site, registration information and the number of times that you view a particular page or other item on the site. The use of cookies is a common practice adopted by most major sites to better serve their clients

Most browsers are designed to accept cookies, but they can be easily modified to block cookies; see your browser's help files for details on how to block cookies, how to know when you have received cookies and how to disable cookies completely. You should note, however, that without cookies, some of the website's functions will not be available, and the user will lose some of the benefits of the site.

You can use the contact form below or send us an email at support@rubinoshoes.com

We will get back to you within 1 business day.

The customer service hours are from Monday to Friday from 9am to 5pm.

You can find your nearest store by using our store locator

Online Orders

Shipping

Pick-up in store

Returns, cancellations and exchanges

Buy now, Pay Later

Payments

Promotional Codes

Gift Cards

Cookies

Customer Service

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