fp Faq - orders and delivery - Riobec
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I placed an order, but I did not receive confirmation, is this normal?

Check your spam box to see if your order confirmation is there. Your supplier may not have recognized us! To avoid missing other notifications related to your order, we suggest you add the address web@riobec.ca to your contacts! 

 

I'm trying to place an order, but my postal code isn't working. 

Make sure that the postal code of your BILLING address is identical the postal code associated with your credit card account. If you attempted to place an order with a postal code that does not match the address associated with your credit card account, the order amount MAY have been authorized/not charged to your account. This means that the direct debit will be canceled automatically by your bank within 2 to 3 working days. For more questions on this, please contact your credit card company. 

How can I return an item? 

You can send us a request using our portal `` Return / exchange request ''. Once your request is approved, you will receive a Purolator prepaid voucher by email. All you have to do is print it out and affix it to your box. You can then drop off the package at the Purolator depot closest to you. Refer to our section Terms and Conditions for more information regarding our policies. 

We will bear the cost of returns for the following situations: 

  • If there is any error in your order.
  • If you received a defective item.
  • If you wish to exchange a size or model on an order for boots or shoes (For the first exchange only). Boots must be in NEW condition and in their original packaging. 

You will be charged a return fee of $ 15.00 per package for the following situations: 

  • You want to return a non-defective item and get a refund. In such a case, we will deduct these charges from your refund. 
  • You wish to exchange sizes on any item other than boots or shoes. 
  • You wish to proceed with a second size exchange on an order for boots or shoes (The cost of returning the first size exchange is at our expense). In such a case, you will need to pay these charges before we ship your replacement.  

What will be the delivery time for my order?

We ship your orders Monday through Friday. Generally, we will ship your order within 24 to 48 business hours. However, there may be a delay of a few days between receiving your order and shipping it depending on the volume of orders received and the availability of our products. If we anticipate an unusual delay in shipping your order, an estimated shipping date will be emailed to you.

 

I received a shipping confirmation email, when will I receive my order? 

All your orders are shipped by Purolator or Canada Post for more remote areas. You just have to use Canada Post tracking tool or Purolator as well as the tracking number we sent you to track your package in real time!

 

Can I change where to cancel an order?

Yes. As long as your order has not been shipped, we can cancel or modify it at no cost. Contact Us to get help.

 

An item I ordered was put on promotion after I ordered. Can I get a price adjustment? 

If you place an order and an item is promoted within 7 days of the date of your purchase, you can contact us for a refund equivalent to the difference between the price on your order and the price displayed in line. Please note that no adjustment will be made if your order was placed more than 7 days before the promotion date. 

Why has my order been canceled automatically?

For your security, if the information on the credit card used during payment is incorrect, the order is automatically canceled. The most frequent cases are linked to a difference between the billing address of the order and the address associated with the credit card, an inaccurate security code (indicated on the back of your card), a date incorrect expiration date or exceeded credit limit. When an order is canceled, it cannot be reactivated or modified under any circumstances. If you still want to purchase the items that have been canceled, you must place a new order.

For all other questions,
Thank you for your registration !