Question 1

How do I track my order?

Accepted Answer

Once your order ships, you'll receive a shipping confirmation email with a tracking number and a direct link to track your parcel. You can also view all orders and tracking info in My Account → Orders. Most orders ship within 1–3 business days of purchase.

Question 2

Can I cancel or change my order?

Accepted Answer

Orders can be cancelled within 1 hour of placement, before the brand begins processing. After that window, we're unable to guarantee cancellations. To request a cancellation, email info@ruyte.com immediately with your order number. We cannot change the items in an existing order — you'd need to cancel and reorder.

Question 3

Why is my order from multiple brands shipped separately?

Accepted Answer

Each brand fulfils from its own origin, so one order may have multiple parcels, tracking numbers, delivery dates and carriers. Checkout shows the shipping charge before payment; parcels from different origin countries are priced separately.

Question 4

How long will it take for my order to arrive?

Accepted Answer

Delivery times depend on the brand's location and your shipping method. Standard shipping typically takes 3–7 business days within Canada. Express shipping (where available) takes 1–3 business days. You'll see estimated delivery times at checkout based on your address.

Question 5

Do you offer free shipping?

Accepted Answer

Shipping is not automatically free. The exact charge is calculated before payment from the seller origin, destination, parcel grouping and selected speed. A valid promotion may reduce eligible local shipping only when checkout explicitly applies it.

Question 6

Do you ship internationally?

Accepted Answer

Shipping availability depends on each brand and your delivery country. Available destinations are validated before payment. Prices can display in PKR, CAD, USD, GBP, SAR or AED; a delivery country may use USD when its local currency is not yet supported.

Question 7

What carriers do you use?

Accepted Answer

Each brand ships with their preferred carrier — typically Canada Post, Purolator, or UPS. The carrier will be shown on your tracking information once your order ships. All shipments include tracking.

Question 8

Can I ship to a PO box?

Accepted Answer

This depends on the carrier used by each brand. Canada Post shipments can be delivered to PO boxes; courier shipments (Purolator, UPS) generally cannot. We recommend providing a physical address at checkout to ensure delivery.

Question 9

What is your return policy?

Accepted Answer

Eligibility and the request window are shown in the Purchase, Return & Refund Policy and may depend on the product and mandatory consumer law. Approved remedies can include replacement, store credit or a refund to the original payment method. Returned items must meet the stated condition requirements.

Question 10

How do I request an exchange?

Accepted Answer

Go to My Account → Exchanges → Request exchange, or visit My Account → Orders → select the order → click 'Request exchange'. Select the items, describe the condition and reason, and submit. A prepaid return label will be emailed to you once your request is approved.

Question 11

When will I receive my store credit?

Accepted Answer

Store credit is added to your account as soon as we receive and inspect your item — typically within 1–2 business days. You'll receive an email confirmation. The credit appears in My Account → Credits & Rewards and is applied automatically at checkout.

Question 12

How and when will a card refund arrive?

Accepted Answer

When a monetary refund is required or approved, Ruyte submits it to the original payment method in the original settlement currency. Provider processing is normally initiated within 5 business days after approval; your bank may take an additional 5–15 business days. Bank exchange rates and fees can make the statement amount look different.

Question 13

What if my item arrives damaged or incorrect?

Accepted Answer

If your order arrives damaged, defective, or incorrect, please email info@ruyte.com within 7 days of delivery with photos and your order number. We'll arrange a free return and send a replacement or full refund at no cost to you.

Question 14

What are Ruyte Rewards?

Accepted Answer

Purchase rewards are anchored to Pakistani rupees across every supported currency. At the current standard, you earn 1 point per Rs.100 equivalent of eligible paid product value—approximately 1% back. One point is worth Rs.1 when converted to store credit; checkout converts that PKR value into the order currency using the server's applicable rate. Current earning and redemption terms appear in My Account → Rewards.

Question 15

How do I save items for later?

Accepted Answer

Click the heart icon on any product card or product page to add it to your Wishlist. View all wishlisted items in My Account → Wishlist. If a wishlisted item drops in price, we'll notify you by email.

Question 16

Can I have multiple shipping addresses?

Accepted Answer

Yes — you can save multiple addresses in My Account → Addresses and choose between them at checkout. You can set a default address that will be pre-selected at checkout.

Question 17

How do I delete my account?

Accepted Answer

You can request account deletion from My Account → Settings → Delete account. Note: if you have active orders in progress, you'll need to wait for them to be delivered first. Your order history is retained for legal and tax purposes, but your personal information will be anonymised.

Question 18

How does Ruyte verify brands?

Accepted Answer

Ruyte reviews the applicant's legal identity, authority to sell, catalogue fit, product information, operational readiness and available authenticity or compliance evidence. Approval is a marketplace decision—not a government certification or guarantee—and listings remain subject to review, reports and removal.

Question 19

Are all products from verified brands?

Accepted Answer

Every brand on Ruyte is manually reviewed and approved by our team. Products can be from Canada or international brands — all are curated for quality and authenticity. We do not allow grey market, counterfeit, or unverified dropshipping products.

Question 20

Do brands ship from their own locations?

Accepted Answer

Yes — Ruyte is a marketplace. Each brand stores and ships their own inventory directly to you. Ruyte handles the payment and order coordination; brands handle fulfilment. This is why orders from multiple brands arrive in separate shipments.

Question 21

What payment methods do you accept?

Accepted Answer

Ruyte currently accepts secure card payments. Cash on delivery is also available for eligible Pakistan-only orders and is shown only when the complete order qualifies. Any additional payment method will appear at checkout only after it is officially enabled.

Question 22

Is my payment information secure?

Accepted Answer

Yes. Card information is entered into secure payment-provider fields and is never stored by Ruyte. The provider verifies the payment before Ruyte confirms an order.

Question 23

Can I use a promo code?

Accepted Answer

Yes — enter your promo code in the cart before proceeding to checkout. The discount will be applied automatically. Promo codes are case-insensitive and cannot be combined with other codes. Trade-in store credits are applied using the same promo code field.

Question 24

What currencies does Ruyte support?

Accepted Answer

Products keep a base currency set by the brand. Customers can view converted prices in PKR, CAD, USD, GBP, SAR or AED. Before payment, checkout shows the exact settlement currency and amount charged. Brand payouts use the payout currency agreed during onboarding.

Question 25

What should I do if a card payment fails?

Accepted Answer

Open the payment recovery screen and wait for Ruyte to verify Safepay's server status. It tells you whether you were charged, when stock and credits expire, and whether the same order can be retried. Retry the same order while it is reserved; do not create a duplicate order.

Question 26

How do I apply to sell on Ruyte?

Accepted Answer

Submit the application at ruyte.com/apply with your legal business details, catalogue, selling countries, fulfilment capability and brand information. There is no application fee. Global brands may apply, but each approved seller must satisfy the registration, tax, product, export and consumer-law requirements that apply to its operations.

Question 27

What commission does Ruyte charge?

Accepted Answer

Ruyte charges a 20% commission on each sale. This covers payment processing, platform fees, and customer support. There are no monthly fees, listing fees, or setup costs. You only pay when you sell.

Question 28

How and when do I get paid?

Accepted Answer

Eligible brand earnings are paid monthly after the settlement period. Ruyte confirms the available payout method during onboarding. You can view pending earnings and payout history in Brand Dashboard → Payouts.

Question 29

What is the recommerce / trade-in feature?

Accepted Answer

Ruyte's Recommerce feature lets brands offer in-store trade-ins. When a customer brings in an item to resell, brand staff can look up their original purchase (via Ruyte order history or Clover POS), select the item, set a condition, and issue store credit. The credit is added to the customer's Ruyte account as both reward points and a promo code. This is managed from the Brand Dashboard → Trade-ins tab.

Help Centre

Orders & tracking

Help Centre

Orders & tracking