How are delivery costs calculated?

Delivery costs are calculated at checkout, before the payment stage. These are calculated based on your location, the items ordered and the amount of your order.

I placed an order, but I did not receive a confirmation, is this normal?

Check your spam box to see if your order confirmation is there. Your supplier may not have recognized us! In order to avoid missing other notifications related to your order, we suggest that 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 the postal code of your BILLING address is identical to 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 do I return an item?

You can send us a request using our portal ''Return / Exchange Request''. Once your request has been approved, you will receive a prepaid Purolator waybill 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 dealer closest to you. Refer to our Terms and Conditions section for more information regarding our policies.

We will bear the return costs for the following situations:

• If there is an error in your order.
• If you received a defective item.
• If you wish to exchange size or model on an order of 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 costs from your reimbursement.
• You wish to make a size exchange on any item other than boots or shoes.
• You want to make a second size exchange on an order of boots or shoes (The return costs of the first size exchange are at our expense). In such a case, you must 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 24-48 business hours. However, there may be a delay of a few days between the receipt of your order and its dispatch depending on the volume of orders received and the availability of our products. If we expect an unusual delay in shipping your order, an estimated ship 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 by Canada Post for more remote areas Just use the Canada Post tracking tool or Purolator as well as the tracking number that we sent to you in order to follow your package in real time!

Can I modify or cancel an order?

Yes. As long as your order has not been dispatched, we can cancel or modify it free of charge. Contact us for assistance.

An item I ordered was put on sale after my order. Can I get a price adjustment?

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

Why was my order automatically cancelled?

For your security, if the information on the credit card used during payment is incorrect, the order is automatically cancelled. The most frequent cases are related 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 an exceeded credit limit. When an order is cancelled, it cannot be reactivated or modified under any circumstances. If you still wish to purchase the items that have been cancelled, you must place a new order.