Frequently Asked Questions

SHIPPING

Rümi offers free shipping on any order of products over $100 (gift cards are excluded). 

We make it simple for you to track your order!  When you place your order, you will receive a confirmation email immediately and another email when your products are processed and shipped.  This second email will include a tracking number, with a link to the couriers website, so you can see the details of exactly when it will arrive.   

The majority of orders placed will ship out within 1 - 3 business days.  

Rümi currently ships to all provinces within Canada, with the exception of Quebec.  

At this time, some but not all products have the ability to ship to a PO Box.  If you have any questions as to whether or not an item will ship to a PO Box, please check the description on the product you are interested in or contact a Rümi Advisor by email Rumi@ATCO.com to confirm availability. 

If you suspect that your package is lost, please contact a Rümi Advisor by email Rumi@ATCO.com and they will be happy to look into this and advise you of next steps. 

If you have already received the package, please contact a Rümi Advisor by email Rumi@ATCO.com within 48 hours of delivery in order to execute a prompt exchange.  

Unfortunately, at this time, it is not possible to send items within a single order to multiple locations.  If you wish to order products that will be delivering to different shipping locations, you will need to place separate orders on-line. Or, you can contact a Rümi Advisor by email Rumi@ATCO.com to assist you. 

Yes, the “Shipping Address” can be any Canadian Address (PO Boxes on select products only).  Please enter the desired delivery address in the “Ship To” section of the checkout process.  Or, you can contact a Rümi Advisor by email Rumi@ATCO.com to assist you. 

Orders

While we are unable to cancel or change an order once checkout has been completed, you can contact a Rümi Advisor by email Rumi@ATCO.com to assist you.  Please have your order number and contact information ready when you call. 

We apologize for any inconvenience that this has caused.  The order will automatically be cancelled and your account will not be charged.  If you are interested in placing another order you can contact our Rümi Advisor by email Rumi@ATCO.com and they will be happy to assist you.  

Unfortunately, we are unable to place an order through email, however you can place an order by phone with a Customer Experience Advisor.  Contact a Rümi Advisor by phone 1.844.777.7864. 

You may not have received an email confirmation for the following reasons: 

1. The email address you entered with your order may have been misspelled or is invalid.

2. The email was filtered to your junk mail folder or deleted in error.

If you need assistance, please contact a Rümi Advisor by email Rumi@ATCO.com or by phone 1.844.777.7864 and they would be happy to assist you. 

PAYMENT

For your convenience, we accept Visa, Visa Debit, Mastercard and ATCO gift cards. 

When an order is placed, Rümi authorizes your credit card to make sure sufficient credit is available.  A hold is placed on funds equal to your order until the order is shipped.  It is at that time that your credit card will be charged.

It is possible that each item from your order will arrive in a separate package.  You will receive individual shipment confirmation emails that will include tracking information for each package.  In this instance, you will be charged for each item as they ship.

Tax is based on the destination of your order (by province) and the type of product.  Applicable taxes will be calculated at the time of checkout.

Products

If you are having trouble checking out and/or adding items to your shopping cart, this issue could be related to the browser that you are using.  Rümi works most effectively with the most up to date version of the popular web browsers such as Google Chrome, Safari or Firefox.  If you are using Microsoft Internet Explorer, you may experience some issues.  You can contact our Rümi Advisor by phone 1.844.777.7864 and they will be happy to assist you.  

There are several ways that you can search for items on the Rümi website. 

1. Enter the specific key word(s) in the search box in the in the top-right hand corner of any page on the site.  After clicking the “magnify glass”, or pressing enter on your keyboard, the items matching your search description will appear on the page(s) for you to browse. 

2. You can also search from the list of items on the left side of the page (navigation) within any of the departments, such as “Cookware” or “SMART Garage”

Returns & Exchanges

If you need to make a return or an exchange, refer to our Returns & Exchanges policy to make a request.