FAQs

About my order

Do I need to create an account to place an order? 

You can place an order without creating an account. We recommend, however that you set up an Johnny Ruth account to manage all aspects of your purchase including your address details, tracking number and order history.

Can I send my order to a P.O. Box address?

Yes, in most cases we can. If you are outside the US and Canada, please email us if your shipping address contains a P.O. Box to confirm before ordering. 

How long does it take for my order to arrive?

Most orders are shipped within 24 hours! Once your order has shipped it should be delivered within the normal delivery standard for your chosen shipping method. However, once it is with the carrier it is out of our control if there are unforeseen delays. If you have tracked your order and feel it has not been delivered in a timely fashion, please email us at info@johnnyruth.com and we will check on your order for you.

What qualifies as a "business day?"

Our business day will vary from the winter to summer season. A business day in winter hours is from 10AM-6PM Monday-Friday and 12PM-5PM on Sunday. In Summer our business day runs from Monday to Wednesday and -10AM-6PM, 10AM-8PM Thursday and Friday, Saturday 10AM-6PM and Sunday 12PM-5PM.

As it pertains to shipping, our business days are Monday through Friday, excluding holidays. If you have questions or concerns regarding an anticipated shipment or delivery, please email us or call us during our shop hours Monday-Friday.

Can I cancel or make changes to the items in my order?

If we have not processed and shipped your order, then there is still time to make a change. Simply Contact Us at info@johnnyruth.com or call us at (709)722-7477 and we will check on the status for you.

Payment + Billing

How secure is my order?

We use the latest SSL encryption methods ensuring that your credit card information is transmitted to us in a safe and secure manner.

May I order by phone? 

Currently for our customers' security, we primarily accept orders through our website or in store. If you would prefer to order by phone we can certainly process your order through our website backend for you, thus ensuring your credit card information is kept confidential. If you have any questions about the process or purchase, we are more than happy to answer any queries you may have.

What forms of payment are accepted?

We accept Visa, MasterCard, American Express, PayPal, Diners Club, Shop Pay, Apple Pay, Google Pay and Johnny Ruth Gift Cards.

When will my credit card be charged?

Your credit card will be processed at the time you place your order.

What currency are the prices in?

All prices on www.johnnyruth.com are in CAD. For an approximate value in your currency, please check any foreign exchange website for the day's rate. ( i.e. www.xe.com)

Will I be charged sales tax?

Orders placed on www.johnnyruth.com are subject to applicable sales taxes required by your Canadian and provincial law. If you have any questions regarding taxes on international orders, please email us at info@johnnyruth.com.

Do you ship to my Country?

If you are outside the US, Canada, the UK or EU please email us at info@johnnyuth.com.

Why did I pay customs/duty on my order?

We are located in Newfoundland, Canada. Anything outside of Canada may be considered an international shipment and may have customs or duty applied at the border by your country.

Product Information

How has Johnny Ruth committed to sustainability and responsible shopping?

Johnny Ruth is dedicated to implementing a culture of sustainability with a responsible attitude towards the people and environment that make up our world. We strive to partner and collaborate with like minded designers, suppliers, and manufacturers. We try to select products and work with those that prefer to choose sustainable materials and practices where we can and help reduce our combined carbon footprint. 

At Johnny Ruth we ensure all our business activities are conducted ethically and with integrity. We have a strong zero-tolerance policy on modern slavery and human trafficking. We strictly follow policy regarding upholding all governing laws and acts. Our office and shop are committed to fair employment practices and labor regulations. We are involved at every step of the process from hand picking our goods to shipping them to your door so that we know we are making responsible choices in our product offerings.

How do I know my size?

For any item we sell that requires sizing you can email us at info@johnnyruth.com and our Style Experts will help you in figuring out the best size.

What are pre-order items? (Pre-orders for products coming soon!)

Pre-Order items are products from the most recent collection that can be reserved within a limited timeframe. When purchasing a Pre-Order item, you will be among the first to reserve a product in your preferred style and size. Estimated time frames are indicated on the product detail page and may take several weeks, potentially arriving sooner or later than estimated. You may always return an item or cancel your Pre-Order based on our Online Return Policy. Pre-Order items are charged at time of pre-order. For updates regarding your Pre-Order, please contact us at info@johnnyruth.com

Where are Johnny Ruth products made?

Johnny Ruth has had the opportunity to work with some amazing designers, suppliers and garment manufacturers. Many of these designers and suppliers are small owner-managed businesses, and most of them we have worked with for many years. They are mainly focused on the low volume, high quality end of the clothing market and hence they often work with hand made small batch offerings or carefully vetted factories with a highly skilled workforce. We have developed great relationships and by working closely with our designers, suppliers and manufacturers we are able to offer unique and thoughtful clothing, accessories and gifts. Many of our product pages have listed where the item is made, and all care and content labels will feature that info as well.

Shipping and Delivery

When will my items be delivered?

Johnny Ruth offers standard and express options for Canada and a flat rate international shipping option.

Once your item(s) have shipped you will receive a confirmation email where you will find a link to track your order. 

Your items should deliver within the normal carrier standards for the selected delivery method but Johnny Ruth has no control over the shipping delays that can occur once something is with the delivery carrier or service.

If you need to modify your shipping or delivery information after your order has been placed, please email us at info@johnnyruth.com as soon as possible. Shipping information, including delivery address, cannot be modified once the order has already been shipped.

What shipping options are available?

Johnny Ruth offers free standard shipping for Canadian orders over $200 and US orders over $300. We also offer express options if that is preferred and those are calculated at the checkout. Local delivery on orders under $200 cost $20.00 and we also offer curbside pickup. 

How can I track my order status?

Once your item(s) have shipped you will receive a confirmation email where you will find a link to track your order.

Can I modify my shipping address?

If you need to modify your shipping or delivery information after your order has been placed, please email us at info@johnnyruth.com as soon as possible. Shipping information, including delivery address, cannot be modified once the order has already been shipped.

Returns + Exchanges

How can I return or exchange a product I purchased online?

Returns and exchanges may be made by mail after receiving return/exchange authorization by emailing us at info@johnnyruth.com. 

The return window for online purchases is 30 days from the date of delivery. Once the request has been approved, we will provide instructions on how to return your products. 

To facilitate a seamless process and a timely refund or exchange, please follow the return instructions below: 

Return by mail:

1. Email us at info@johnnyruth.com to request your return or exchange.
2. Pack the item(s) you wish to return in the original packaging with all labelling and tags still attached. 
3. Once your return request has been approved, please mail the package to the shipping address we have specified in our return or exchange authorization email using a tracked shipment method. 
4. Please email us at info@johnnyruth.com with your tracking number. 
5. Once received and inspected, returns will be processed within 2 business days and credited back to the original form of payment. Alternately your requested exchange item will be shipped, and we will send you a new tracking number. 
6. You will receive an email confirmation when your return/exchange or refund has been completed. Please note any shipping charges incurred at the time of purchase are non-refundable.

What is your online return policy?

Returned merchandise must meet the below requirements to be accepted for a refund: 

1. Items must be returned in their original condition within 30 days from the date of delivery. 
2. You must email info@johnnyruth.com to request a return or exchange. 
3. Items can be shipped to the address provided in your return authorization email. 
4. All items must be in original condition with original tags attached. 
5. All merchandise that has been worn, used, altered, or damaged will not be accepted. 
6. All sale items are final and cannot be returned. Food items, socks, hosiery, undergarments and personal products such as lotions, soaps and perfume oils, etc., are considered final sale.

Please note, our mailing returns facilities can only accept merchandise purchased through www.johnnyruth.com or in the store that have been approved for return. All items must match those identified in the return request.

How long does it take for a refund to be issued?

Merchandise returned by mail will be processed within approximately 2 business days from receipt. 

You will receive an email confirmation when your return has been completed. Refunds will be credited back to the original form of payment. Visa, Mastercard, American Express and PayPal will be reimbursed to the original card used. 

Items bought using a Johnny Ruth gift card are only able to be exchanged up to the value of the card. 

Are delivery charges refundable?

Any original shipping charges incurred at the time of purchase are non-refundable.

How do I exchange an item I purchased online?

We are happy to facilitate exchanges for online purchases. To request an exchange, please contact us at info@johnnyruth.com. Returned merchandise must meet the conditions and guidelines listed in the Refunds + Exchanges section of our website, to be accepted for an exchange. Please note exchanges are subject to merchandise availability.

Due to the fact we often offer small batch products we cannot guarantee that your item can be exchanged for the same product, but we do extend the exchange policy to anything in store of your choosing to equal value. 

Can I exchange or return an item gifted to me by someone else?

Gift items purchased on www.johnnyruth.com may be returned. However, refunds may only be issued to the same credit card used for original payment. You will need all order information including the original purchaser order number, name, email, and billing address. Please refer to our Return Policy for more information and return/exchange instructions.

Have more questions?

If we still haven't answered your question here, please email us at info@johnnyruth.com and we'll happily reply as quickly as possible. 

Please allow 24 hours for reply.