FAQS

Outside of pre-packaged bundles that score free shipping, we charge a flat rate of $30 per order shipping fee. This is only a fraction of what we get charged from freight companies (apparently it costs a lot to ship heavy weighted items … who would have thought?).

We occasionally run free shipping promos, so if shipping charges really get your goat, drop us an email to team@ruksak.com and we can add you to our free shipping promo list.

Our logistics team works really hard to get your RUK gear to you as soon as possible.

You will receive tracking details via email and/or text once your order has been shipped from our warehouse in NSW.

We fulfil orders during business hours and work to get all orders out within 1-2 business days of ordering (depending on order volumes).

Once it leaves our factory, it's the carrier and the distance of you from Dandenong Victoria that will dictate the
shipping times, but 2-5 days from ordering to you is the norm.

Due to the weight (and subsequent shipping cost) of our products, it's not viable for us to offer shipping internationally from Australia. But we will be setting up Amazon stores in the U.S and the U.K and will be finding distribution partners in most other nations shortly. If you can’t wait, drop us a line at team@ruksak.com and we can get you a quote.

Once your order is shipped, you will receive a shipping confirmation email with a tracking number. You can use this tracking number on our website or the carrier's website to track your order's progress.

If your order hasn't arrived within the estimated delivery time, please check the tracking information provided. If the tracking shows that your package was delivered but you have not received it, contact our awesome customer service team at team@ruksak.com.

We use a glorious third party logistics company based out of New South Wales where all products are shipped from the one factory.

If you need to change your shipping address after placing an order, please contact our customer service team (team@ruksak.com) as soon as possible. We will do our best to update the address if the order has not yet been shipped.

If the order has already been shipped, there's not much we can do and suggest you camp out on the lawn of the recipient address to intercept the postie.

If for any reason your order is returned back to us as “return to sender”, we will refund you for the items returned, and you can choose to try again (maybe to a different address next time).

If your order hasn't arrived within the estimated delivery time, please check the tracking information provided. If the tracking shows that your package was delivered but you have not received it, contact our awesome customer service team at team@ruksak.com.

If your package appears to be lost or arrives damaged from shipping, please contact our customer service team immediately at team@ruksak.com and we will work with the shipping carrier to resolve the issue and ensure you receive your order or a replacement if we can’t resolve it.

Yes, we can organise a pickup option if you can get to our logistics supplier at Castle Hill NSW, just email team@ruksak.com to organise.

Click HERE, and you will be taken to our SHOP page where you can find all the products you might like to purchase. Once you know what you would like you can add them to
your cart and proceed to the checkout to pay and organise the delivery options for your order.

We use Shop Pay to be able to take all debit and credit cards including Amex.

We also have Paypal available to those wanting to use their standard or pay in 4 service.

To use a code to either apply a discount or a credit there is a coupon code section in the checkout of the website. Simply enter the code exactly as you have it and the discount or amount will be removed from your balance.

If you have any issues with the code not working as expected, please email team@ruksak.com and we can help you out. Codes and discounts can be applied after you checkout via a refund if you can't wait, just email us with your order number and the discount code and we can process a partial refund for you.

We can change your order, right up until the freight company picks it up. So if you have a change of mind or want to add something you missed, email us right away at team@ruksak.com and if it hasn't left yet we can make the amendments.

All our third party payment providers are the best in the business and have all the safeguards to ensure your credit card details are kept safe. We do not see or keep any credit card details on our site.

If you would prefer to pay us direct versus using a card on our site, email team@ruksak.com and we can send you our banking details and then send you a credit code to use once the funds clear.

You can find our full refund policy HERE.

If you are not satisfied with an item that you receive from us, or feel that it is faulty please let us know as soon as  possible via email at team@ruksak.com. From there we can work out whether a replacement, credit or refund is the next step.

If a refund is decided to be the action required, we will action it from our end right away. From there it is up to the payment provider you used to refund you which can take 1-3 days depending on the provider.

If you have a change of mind and the product you purchased is unused and resaleable, we will happily exchange it for a store credit on another item. You will just need to ship the product back to us and once we have it returned we will provide a store credit for you to use on the product you now want.

What you must return to us:

To receive a credit, you must first return the item to us along with its original  packaging and product tags. In order for the items to be eligible for return, they must be unused, unwashed, clean of any animal hair, sand, dirt or otherwise.

For most of our products, it is about selecting the right weight versus size. We recommend that those new to rucking aim to carry between 5% and 10% of their current body weight to start.

One item that is size specific is the Waist Belt accessory for RUKSAK. Waist belts come in two adjustable sizes. The MINI adjusts from XXS to M and the MAXI from L to 3XL.

Our RUKSAK’s are masterfully constructed using premium Cordura fabrics, 10mm EVA padding, 3mm Thermo Plates and premium YKK zippers, buckles and sliders.

RUKVEST is a neoprene and “soft iron” blend, meaning that the weight is in the material of the vest, no added weights are required, YKK buckles are used on our vests.

RUKSAK comes with a 3 year warranty.
RUKVEST comes with a 12 month warranty.

All our products are designed with quality, durability and the environment in mind. All materials used in the manufacturing of our products are selected for their quality and eco credentials.

The best way to be notified about any sales or promotional activity is to sign up to our newsletter at the bottom of this page.

Depending on the promotion, if it's a real big one we will keep it to one code only, but other times we will allow multiple codes to be used. Details of this will be delivered in the email notifying you of the promotion or the advertisement of the promotion.

If an item is out of stock, it will show you on the product page and won’t allow you to physically purchase it. We do offer a pre-order service on products to ensure you are the first to get your hands on products as soon as the next shipment lands. If a pre-order is not available on the product page, you can email team@ruksak.com and they will make sure one is put aside for you.

We work with many gyms, personal trainers, event directors, sporting teams, schools and allied health professionals through our corporate affiliate program. The program is aimed to give you the best deal on bulk purchases of any of our products. Email team@ruksak.com and they can forward you onto the relevant team member.