PROCESSING AND HANDLING TIME:
Once an order is placed on our website, please allow (3-5 business days) for the order to be processed with a shipping label printed, prepared and packed, ready for shipping.
Please contact our staff if you place an order and do not receive a tracking number.
Although availability may be indicated on our site, we cannot guarantee product availability or immediate delivery. We reserve the right, without liability or prior notice to revise, discontinue, or cease to make available any or all products or to cancel any order.
Domestic Shipping Policies:
Please allow 1-3 business days for your order to be processed and shipped. Our company uses Fedex for all shipping needs. You will receive a shipment notification email with tracking once your order has shipped.
International Shipping Policies:
Please allow 1-3 business days for your order to be processed and shipped. Depending on choice of Carrier, delivery times may vary. All shipments are done with Fedex, please refere to the times for the shipment based on your selection.
Customs, Duties, Taxes:
All applicable customs and import duties, fees, taxes are the responsibility of the customer.
We ship your package DDU (duties and taxes unpaid), and we do not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If your order does require these additional charges, they must be paid by you in order for your package to clear customs. Some countries may require additional fees paid Collect on Delivery (COD). These fees are paid to the local carrier and are not collected by Crooks & Castles.
Customs authorities require that we state the value of your order directly on your package. Customs agents have the right to release or deny release of your package, and in rare cases, they may also delay delivery.
ORDERS PLACED DURING SALES AND NEARING SPECIAL HOLIDAYS:
Special circumstances such as national holidays may delay the processing and preparation time as well as the duration of both shipping methods (Priority and Express mail) for domestic and international orders by up to an additional 3-7 days. Please keep this in mind when ordering. (These are some of the specific holidays that you should consider– including, but not limited to: Veteran’s Day, Memorial Day, 4th of July, Thanksgiving, Black Friday, Cyber Monday, Christmas, etc.)
**If you have not received your order after 3 weeks from the date you ordered with us, please contact us. Our online shop Rakz.ca is NOT responsible for misdeliveries. If you miswrote the shipping address on your order, please contact us within 24 hours of placing the order so we can correct the address. Failure to contact us may result in the loss of your package or may be sent back to our facility, in which you will be required to pay for the reshipping fees via money request/shipping invoice sent to you through e-mail.
Online Shop Customer Service Hours: Monday – Friday (10:00am to 5:00pm EST)
*If you are having problems placing an order or have an issue with an order you’ve already received, please contact our Online Shop Customer Service Department.
*Please allow up to 2 Business Days for a response from one of our Customer Service Representatives.
*Please note that only emails concerning purchases made directly through the rakz.ca online shop will be answered.
**If you did not receive an item(s) that was stated on your invoice, please contact us.
CONTACT US FIRST FOR ANY RETURNS/EXCHANGES
NO REFUNDS WILL BE ISSUED ON ANY ITEMS FROM RAKZ.CA
RETURNS FOR SHOP CREDIT WILL RECEIVE CREDIT TO CHOOSE ANY OTHER ITEM(S) THEY WISH OF EQUAL VALUE.
RETURN SHIPPING (exchange/store credit) will be your responsibility.
Returns for Exchanges: You will be contacted regarding shipping fees to pay for shipping the exchange back to you.
We always aim to keep you happy as a customer. Our intentions are to keep you satisfied and wanting more of our products. We are happy to provide shop credit in order to accomodate our customers. Please follow the instructions provided in order to properly return your items for shop credit.
If you have purchased an item from rakz.ca, you may exchange it for a different color, size or style. You have 15 days from when your order was received to inform us that you intend to return (i.e. If your order was delivered on the 1st, you have until the 15th to contact us about making a return).
- Merchandise must be returned within 14 days of receipt.
- Merchandise must be unworn and unwashed.
- Merchandise must have all tags attached.
- Items that are washed will be subject to an automatic cancellation with no exchange or store credit.
Prior to exchanging the item(s):
Please contact us via e-mail to inform us of your return: firstname.lastname@example.org
When shipping your item(s) back to our warehouse, please include:
A copy of your original invoice and a written explanation of the item(s) you are returning.
All returns are dependent on condition of product upon inspection.
Please allow 7-10 business days from when it is delivered for your return to be processed.
Customers are responsible to pay shipping fees when a return for exchange/store credit is requested.
Failure to pay the shipping fees will result in the CANCELLATION of your exchange and store credit may be automatically disbursed.
Shipping fees are non-refundable.
All returns are to be shipped via traceable mail in a secure package to the following address (We are not liable for packages lost in transit; please have a tracking number for your reference and proof):
Attn: Returns Department
2006 Greenvale Lane,
Ottawa, Ontario, K1C 6E6
BLACK FRIDAY / CYBER MONDAY SALES:
Any merchandise purchased at discount or sale cannot be returned.
Rakz.ca online shop reserves the right to refuse returns for store credit requested from orders made on special sales and from items purchased under the Sales Category on our online site. THESE ARE FINAL SALE.
Returns are subject to a minimum 15% restocking fee if the item is found to not be in the same condition as it was when it was initially sent to you. If the tags are detached or items show wear, we will incur a restocking fee.