Frequently Asked Questions (FAQ)

1. How long does shipping take?

Orders are typically processed within 1-2 business days. Once shipped, delivery generally takes 4-6 business days depending on your location.

2. Do you provide tracking information?

Yes. As soon as your order ships, you will receive a tracking number by email.

3. Shipping Zones

We currently ship to all 50 U.S. states. We do not ship to U.S. territories, military addresses (APO/FPO/DPO), or P.O. Boxes unless otherwise stated.

4. What payment methods do you accept?

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and PayPal.

5. Is my payment information secure?

Absolutely. All payments are processed through secure, encrypted payment gateways that comply with PCI-DSS security standards.

6. What is your return policy?

We offer a 30-day return policy from the date your order is delivered.

7. Who pays for return shipping?

If the item is defective, damaged, or incorrect, we cover the return shipping costs. For change-of-mind returns, return shipping costs are the customer’s responsibility.

8. Can I exchange my backpack for a different color or model?

We do not offer direct exchanges. Simply return the original item and place a new order for your preferred model.

9. What should I do if my order arrives damaged?

Please contact us within 7 days of delivery if your order arrives damaged or if your package is lost in transit. Include your order number and photos (if applicable). Our support team will investigate the issue and, if confirmed, arrange a replacement or refund.

10. Can I cancel my order?

Orders are processed quickly. If you need to cancel an order, contact us immediately. Once an order has been shipped, cancellation may no longer be possible.

11. Will I have to pay customs fees or import duties?

International orders may be subject to customs duties, taxes, or import fees depending on your country. These charges are the responsibility of the customer unless otherwise stated.

12. Why was my order shipped in multiple packages?

For larger orders, items may be shipped separately to ensure safer transportation and faster delivery.

13. How can I contact customer support?

You can reach us anytime at:

contact@ruksly.com

Our support team typically responds within 24–48 business hours.

14. What are the shipping costs?

We offer free shipping on all orders within the United States. No additional shipping fees will be charged at checkout.