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Shipping & Pick-Up

  • What shipping methods do you offer?

    We ship orders using Purolator. Kindly note that we ship orders Monday to Friday (excluding holidays) and our shipping cutoff is 12:00 pm EST. Any orders received after this time will ship the following business day.
    For more information on our shipping policy please visit our information page - https://rbdigital.ca/policies/shipping-policy
  • Where do you ship?

    RB Digital ships to anywhere in Canada using Purolator. Please note that there may be additional fees for remote locations which will be calculated at check-out.
  • I need supplies today and need them ASAP. Can I come pick-up?

    Unfortunately, we no longer offer same day pick-up on orders placed via our website. All orders placed on the website for pick-up will be ready for pick-up on the following business day from when there were placed. If you need supplies in a hurry, please contact your local RB Digital office to place your order.


    For more information on our shipping & pick-up policy please visit our information page - https://rbdigital.ca/policies/shipping-policy

Order Issues

  • Why hasn't my tracking status updated?

    A shipping confirmation with the tracking number is sent to your email as soon as your order's label is printed. This means that your order has been picked up by our shipping carrier and your tracking number will update as soon as the shipping carrier scans your order in.
    Tracking status updates usually happen within 48 hours but if it hasn't, don't worry — your order is on its way and tracking will update shortly. This doesn't mean your order is lost and it's common for an order to remain in pre-shipment or look like it's stuck at location for multiple days.
  • My tracking shows delivered, but I never received it. What can I do?

    In some cases, the shipping carrier may mark a package as "Delivered" a few days in advance when it's still out for delivery.
    If you haven' received your package after it has been marked delivered, follow these steps:
    • Double-check your shipping address on your order confirmation to ensure that it was shipped to the correct address.
    • Check your mailbox or anywhere else you receive mail. The shipping carrier may have left the package somewhere discreet to prevent it from being stolen.
    • Check with your neighbors, family, or roommate(s). They might have accepted the package for you.
    • Check for a notice of attempted delivery on your tracking link. This will have more information on the next steps you should take to receive your package.
    • Give it a little more time. Some shipping carriers will scan items as delivered prior to arrival. We suggest waiting 7 business days to account for this. Thanks for your patience!
  • I haven't gotten a tracking number. Has my order shipped?

    We strive to ship all orders received before 12:00 pm EST that are in stock, out the on same day. All orders received after this time will ship on the next business day.


    For more information on our shipping policy please visit our information page - https://rbdigital.ca/policies/shipping-policy

Order Questions

  • I want to add something to my order. How can I do that?

    Unfortunately, once an order has been completed, we cannot add to the order. The shipping rates are calculated based on the items in your cart at checkout.


    If you would like to order something that is not available on our website, please contact your local RB Digital location.

  • Why did my order ship from X location?

    Item will ship from the office in which we have stock. Sometimes the order will be split among different office which can arrive at different times depending on which of our offices the order is shipping from.

    We recommend checking with your local RB Digital office for stock details or the new check availability option on our website.

  • I want to order something that is backordered/pre-order. What should I do?

    We ship all web orders as complete orders. If you would like to order something that is not in stock, we recommend ordering it separately in order to avoid delays on the other items we have in stock.

Return Policy & FAQs

General FAQs

  • I'm unable to checkout. What should I do?

    We recommend either tiring a different web browser and/or clearing your cache. If neither works, please send an email to customercare@rbdigital.ca

  • I'm looking for the invoices on your old website. Where can i get them?

    Invoices from the old RB Digital site are not available on our new site. You will need to contact Customercare@rbdigital.ca to request your invoice.

    Please put in the subject line "invoice request" and the order #.

    Invoices from our old website will be available until March 2023

  • I have net 30-day terms. Can I use them on the website?

    Currently our website does not offer this option. Orders placed on our website currently require payment at checkout. 

    It is possible that in the future that this will change, but there is currently no planned date for this. We will advise customers when this change happens.

  • I have indigenous status. What do I do?

    Please contact Customercare@rbdigital.ca before placing your order. We will just need to confirm your status before you can process the order.


  • I can't log in to your website / my password isn't working. What do I do?

    You should have received an email from << RB Digital hello@rbdigital.ca; (RB Digital via ksd2.klaviyomail.com >>  on December 12th, 2022 mentioning that you will need to complete a password reset.

    In that email you will have a temporary password that you will need in order to login to the new site. From there you will be able to reset the password to what you would like the password to be.

    Please note that the email can end up in your junk mail.

    If after trying these steps you are still having issues, please email CustomerCare@RBdigital.CA

Discounts & Promotions

  • What happened to the 5% discount on orders placed on your website?

    We have phased out the 5% discount on orders in favour of the RB Rewards point system. This will allow for more flexibility in how you get discounts in our store.