FAQ
Do you sell Gift Cards?
We offer e-gift cards for purchase via our online store, our e-gift card at this time can only be used towards online purchases. We also sell physical gift cards; these are available for purchase at any of our store locations which can be used towards any in-store purchase, as this time our physical gift cards cannot be used toward online purchases.
Blue Ruby Gift Cards may not be redeemed for cash or refunded.
If you have any questions regarding your gift card, please reach out to customercare@blueruby.com.
My order is a gift! What do I do?
If your order is a gift, please select the gift option in your cart at checkout and we will include a gift receipt in your package. Feel free to specify a personalized gift message.
How do I know my payment is secure?
All of your personal and payment information is encrypted with SSL (Secure Socket Layer) technology. This encrypts your data so that bots and others that might be trying to read it can’t! You can tell it’s working by the padlock icon that appears at the top of your browser. For security reasons we do not keep any payment information on file.
When will my card be charged?
Your card will be charged as soon as we process your order. If you are paying with a credit card, the charge may take several days to appear on your statement. If we have any concerns about the payment information provided we will contact you directly via email.
What if my order arrives damaged?
We do our best to ensure your items arrive to you in perfect condition! Our team goes over each and every piece before packing it to ensure you are getting what you were promised. Blue Ruby is not responsible for any damage that occurs as a result of the shipping process. In the unlikely event that your item(s) arrive damaged due to a manufacturing defect, please contact us immediately and send photos to customercare@blueruby.com.
What if I decide I no longer want my order by the time it arrives?
Blue Ruby is not responsible for any charges associated with refused packages. The purchaser must accept the package and go through the return process as outlined in our return policy.
How do I track my package?
Once your package has shipped, you will get an automated email with your tracking number. Please keep this link handy and revisit it whenever you wish to check up on your package!
Can I make a return in store?
Regular priced merchandise may be returned for a refund within 28 days. Sale items marked less than 50% can be returned for a store/online credit if returned within 14 days. Sale items discounted 50% or greater are final sale.
My package says it has been delivered, but it has not arrived yet, what do I do?
Don’t worry, sometimes the carrier prematurely marks packages as delivered before they have arrived at their destination, usually your package will arrive within 24 hours. If you still have not received your package after 24 hours, please reach out to customercare@blueruby.com, we will open a claim with the carrier. In the meantime, please check with your neighbors and around your mailbox to make sure the parcel hasn’t been misplaced.
What is your repair policy?
Repair Policy
Blue Ruby stands behind all the merchandise from the many artists that we partner with. If a problem arises, we will always try our best to find a solution for you.
For all repair inquiries please fill out our Repair Form here. Our quality assurance team will review your inquiry and get back to you within 2 business days.
Depending on the circumstances, customers may be responsible for repair fees that are incurred, including the cost of materials and shipping. Please note we may not be able to offer a repair on sale items.
For everything else...
Don’t hesitate to reach out to us at customercare@blueruby.com or give us a ring during business hours at 604-266-2594 (Canada) or 1-888-425-2583 (International)