CUSTOMER SUPPORT

We’re here to help. Now, let’s get to the bottom of this.

PAYMENTS

We process all payments through Stripe, a third-party payment processor. At this time, we are only able to accept VISA, MasterCard, and most debit cards that contain either a VISA or MasterCard symbol.

For more information regarding our payment processor, please click here.

SHIPPING

We ship online orders to Canada and the United States via Canada Post. For international orders, please contact us to place an order.

Your shipping rate is estimated based on your order quantity and delivery information, and it will be available to you during checkout.

Orders usually ship out within 1-2 business days. Shipping via Canada Post takes 2-5 business days for most orders (please see details in the chart below). Once the order is shipped out, you will receive a shipping confirmation with the approximate shipping time and tracking information. Please allow up to 24 hours for the tracking information to become available.

If you need rush delivery, please Contact Us immediately for alternative solutions. Expedited shipping is available at an extra cost.

Destination Cost Service Est. Deliver Time
British Columbia $10 – $18 Regular Parcel 2 Business Days
Rest of Canada $18 – $32 Regular Parcel 7 – 10 Business Days
USA $28 – $70 Expedited Parcel 7 – 10 Business Days

LARGE ORDERS

If you plan to order more than 20 T-shirts or 5 hoodies, please do not process your order through our online store. Instead, please Contact Us and we would be happy to help get your order processed with the best shipping options in mind.

EXCHANGES & RETURNS

We have a 100% satisfaction guarantee policy; if you’re not happy, we’re not happy.

If you are not completely satisfied with your order, we will provide a full refund within 30 days of your purchase with your original receipt. If you need an exchange for size, the same process will apply. A return/exchange will require the following steps:

  • Please Contact Us requesting a return or exchange. All requests for returns and exchanges must be made within 30 days of the date of purchase and must include your order number.
  • Please ensure that the product is in the original condition.
  • Place the product in a clearly labeled package that protects the product.
  • Enclose your original receipt.
  • Enclose your address and reason for the return/exchange (wrong size, wrong colour, damaged, etc.).

Mail the package to:
Russell Brewing Company
#100 – 13018 80th Ave
Surrey, British Columbia
Canada V3W 3B2

*The purchaser will be responsible for the return shipping costs. Shipping charges on the original order are non-refundable.

For exchanges, your new item will be mailed out within 2 business days if your requested item is in stock; otherwise, we will contact you for an alternative solution.

If you request a refund, the purchase price (excluding shipping charges) will be refunded to you using the original payment method within a reasonable timeframe once we received the item in the original condition.

If your order was defective, damaged, or if we made an error, we would be pleased to refund the full price of the item plus any applicable shipping charges. Alternatively, we would be happy to provide a replacement product. Please Contact Us if this is the case.

OTHER FREQUENT QUESTIONS

When will I get my order?

Orders usually ship out within 1-2 business days. Shipping via Canada Post takes 5-10 days for most orders. Once the order is shipped out, you will receive a shipping confirmation with the approximate shipping time and tracking information. Please allow up to 24 hours for the tracking information to become available.

Can I change/cancel an order that I just placed?

Please contact us at 1-604-599-1190 or email by gear@russellbeer.com immediately if you wish to change or cancel your order. If your order has not yet shipped, we are happy to help!

Where does Russell ship?

We ship online orders to Canada and the United States. If you wish to place an order that’s outside of North America, please Contact Us for your order.

Can you expedite my order?

Yes, rush shipping service is available at extra cost. Please Contact Us right away to make the necessary arrangements.

I’m in love with something, but I don’t see it online anymore. Will it ever be back in stock?

Thank you for your love and support. We love to hear it. Please Contact Us and we’d be happy to look around the shop and see what we can find!

I’m just not sure how something will fit, feel, or look…

Talk to us! We are happy to give more information on our gear. Start a conversation by Clicking Here.

DO YOU WANT TO BE FRIENDS?

If so, leave us your email. We don’t email often, but we’ll definitely let you in on exclusive beer releases, promotions, and any special events that we’re a part of.