FAQ
Frequently Asked Questions
Ordering & Payment
What currency do you use?
All prices on our website are in Canadian Dollars (CAD). There are no hidden conversion fees.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, and Apple Pay. All payments are processed securely through Shopify Payments.
Can I change or cancel my order after placing it?
Orders can be modified or cancelled within 12 hours of being placed. After this, your order will have entered processing and cannot be changed. Please email us immediately at contactriveroak@gmail.com if you need to make a change.
Do you charge taxes?
Yes — applicable Canadian taxes (GST, HST, or PST) are calculated at checkout based on your province. The tax amount will be clearly displayed before you complete your purchase.
Shipping
Do you ship across Canada?
Yes! We ship to all provinces and territories in Canada, from British Columbia to Newfoundland and Labrador.
How long does delivery take?
Most orders within Ontario and Quebec arrive in 3–7 business days. Other provinces may take 5–12 business days. See our full Shipping Policy for details.
How do I track my order?
Once your order ships, you'll receive an email with your tracking number. Use it to track your package on the carrier's website (Canada Post or Purolator).
My package hasn't arrived. What should I do?
If your package hasn't arrived within the estimated timeframe, please email us at contactriveroak@gmail.com with your order number. We'll investigate with the carrier immediately.
Sizing & Fit
What sizing system do you use?
We use US sizing for all clothing (XS, S, M, L, XL, XXL) and US shoe sizes for footwear. See our Size Guide for full measurements and conversion charts.
I'm between sizes. What should I order?
We generally recommend sizing up for a more comfortable, relaxed fit. For fitted or bodycon styles, you may prefer to size down. Check the individual product description for specific fit notes.
Do your clothes run true to size?
Most of our items run true to US sizing. Any notable exceptions (e.g. "runs small" or "oversized fit") are noted in the product description.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy from the date of delivery. Items must be unworn, unwashed, and in original condition with tags attached. See our full Return & Refund Policy.
How do I start a return?
Email contactriveroak@gmail.com with your order number and the reason for your return. We'll respond within 2 business days with instructions.
When will I receive my refund?
Once we receive and approve your return, your refund will be processed within 5–10 business days to your original payment method in CAD.
Can I exchange an item?
We don't offer direct exchanges. Please return your original item and place a new order for the desired size or color.
Products
Are your products available in plus sizes?
We carry sizes up to XXL across most of our product range. We are actively working to expand our size offerings.
How do I care for my garments?
Care instructions are included on each product's label. As a general guide: most knitwear and delicate fabrics should be hand-washed in cold water or dry cleaned. Machine-washable items will be noted on the label.
Contact
How can I contact you?
Email us at contactriveroak@gmail.com. We typically respond within 1–2 business days (Monday–Friday).