Frequently Asked Questions
GENERAL:
Where are your stores located?
Our online store is located in Winnipeg, MB Canada.
How do I contact someone about an order?
You can contact our support team at info@royalraine.ca during normal business hours.
How do I redeem my online store credit?
Upon the receipt of your order, our customer service department will contact you with a unique code that contains the amount of your store credit. You will enter this code during the checkout process in the “Gift Cards” field. You can check the amount of your store credit by entering the code that was emailed to you under the “Gift Cards” field of your account dashboard. If you have any questions regarding your store credit amount, please email info@royalraine.ca, Monday through Friday from 9-5 CST
I’m unsure about a size or I have a fit question. Who can I talk to?
If you have questions regarding the fit of a particular item, please email info@royalraine.ca and we will do our best to assist you in picking the correct size.
What is your return policy?
You can find a copy of our return policy
SHIPPING:
Do you offer free shipping?
Yes, FREE standard shipping is offered on all orders over $100.
Do you offer international shipping?
Yes.
How long after I place an order will it be shipped?
All orders received Monday through Friday, excluding holidays, are guaranteed to ship within 48 hours. Most packages will ship within 24 hours. Orders processed after 3 P.M. on Friday will be processed the following Monday. Due to Canada Post shipping delays, we cannot guarantee delivery times.
All orders are now being shipped through UPS or Purolator.
Will I receive a tracking number for my order?
Yes! You will receive a tracking number as well as tracking notifications via the preferred shipping carrier and email. If you have any questions regarding your tracking number, please feel free to contact us!
How long will it take for delivery?
Our $12 Flat Rate shipping method takes 3-5 business days to arrive. Our Express shipping method will have your package arriving in 1-2 business days. Due to shipping delays, we cannot guarantee delivery times.
PACKAGE PROTECTION:
Why is package protection automatically added to all of my orders?
We know that you are excited to receive your Royal Raine order, so we want to do everything we can to ensure that the products that you ordered are delivered to you! While package protection is optional on all orders, it is a service that we strongly recommend including each time you purchase from us.
What is the cost of adding package protection to my order?
Package protection is offered per order at a low $5 flat fee. No matter the value of your purchase, the coverage is still the same.
I don’t want to pay for package protection on my order. How do I remove it?
Package protection is automatically added to every order for a minimal fee to ensure that you get the products that you ordered. If you choose to remove it from your order you are taking on the responsibility for the shipment once it is in transit. If you are ok with accepting that responsibility and the risks associated with it you can remove the shipping insurance by switching the package protection toggle button to ‘off’ when you reach checkout. Please note that package protection cannot be disabled by removing it as an item in your cart.
I didn't mean to add package protection to my order. How do I remove it after I've already paid?
If your order has already shipped there is not a way to opt out of the package protection that was included on your order. However, if your package has not left our warehouse you may reach out to our customer care team at info@royalraine.ca to check the status of your order. If possible, our customer care team will reimburse you for the cost of the package protection.
What is the process to notify you that my package was never received?
If the carrier shown on your tracking information has indicated that your package has been delivered but you have not received it, please reach out to our customer care team at info@royalraine.ca for instructions on how to proceed.
When is a replacement issued?
There will be a 5 business day waiting period after the loss is filed with Royal Raine to allow time for the necessary steps to be taken to try to recover the package. After the waiting period, if all necessary forms have been filed and the package is still missing or the carrier has acknowledged an issue, we will replace the items in your order. Please note that we cannot ensure that the same styles or sizes will be available for replacement at the time your loss is filed. If the items in your order are no longer available on our website, you will be reimbursed through merchandise credit only (ie no refunds will be processed to the original form of payment).
What happens if my package was lost but I didn't add package protection to my order?
If you opt out of package protection you are accepting responsibility for the shipment once it is in transit. If the package is lost, damaged or stolen, a resolution must be reached between the carrier and the customer, independent of Royal Raine.
E-GIFT CERTIFICATES:
What will the recipient receive?
An email will be sent to the recipient informing them of your gift with a link to our website. This email will also include a unique code that can be entered during checkout to redeem their E-Gift Certificate. The recipient will receive their email within 24 hours of the order being placed.
Where can I redeem my e-certificate?
Royal Raine E-Gift Certificates can be by visiting www.royalraine.ca To redeem, simply enter your unique E-Gift Certificate code in the “Gift Cards” field at checkout. The amount of your E-Gift Certificate will be deducted from your total order.
When does my e-certificate expire?
Our e-certificate do not expire.
