We suggest you cancel the original order and place a new one. If you had applied a discount code, you must inquire the customer service for a new one, as it cannot be reused.

If you placed a large order and is complicated to cancel it, our customer service center will edit the order for you. However, pleae keep in mind that we won’t be able to assist during the non-operating hours (02:00 - 18:00, PST), due to the time difference.

If you ordered with a wrong address, you must contact our customer service center (official@ruminae.com) as soon as possible. Keep in mind that if your order has already been fulfilled, we won’t be able to help you further.

You may contact the customer service of the courier, UPS, but any extra charge upon this address change request is subject to the customer.

We apologize for the confusion and inconvenience caused to you.

Paypal has a unique payment system called the "pre-authorization". When a customer places an order, paypal goes through a review of the payment to verify whether or not they can approve it. In this process, they charge the customer for the same amount, but actually this is just a temporary charge which will be pending during the review process. The second charge will be refunded as soon as the first payment has been approved.

We are sorry to tell you that this is not a feature that we can control. We would truly appreciate it if you could wait a few hours or days for the payment to be approved, as you will get refunded for the pre-authorized payment soon.

Please let us know if you do not get refunded for the second charge within a month.

We appreciate your understanding!

We accept paypal at the moment.

Please note that you do not have to be a member of paypal in order to use it. You may check out as a guest and still pay with your debit/credit card.

The refund process will depend on the payment gateway and the card company.

Even if we have processed a refund from our end, it may take longer for the 3rd party to approve it. In case you do not receive a refund for more than 2 weeks, please contact the card company.

A flat rate of $6.99 will be charged for shipping. However, please be noted that it may vary depending on the region, such as Hawaii or Alaska. Free shipping is offered for any orders above $30.

If you have not received your package, please reach out to the customer service as soon as possible. 

However, please keep in mind that the customer is responsible for the missing package if it was not delivered correctly due to the incorrect address provided.

We truly apologize for the issue. In this case, please provide three pictures at official@ruminae.com as guided below:

1) A picture of the exterior packaging, with the tracking number showing on the shipping label.

2) A picture of all the items inside the original packaging.

3) A picture of the actual item that was damaged.

Please note that compensation may not be offered if the aforementioned pictures are not provided. Make sure to take the pictures first, and then discard the packaging. We appreciate your cooperation on this matter.

Please contact our customer service and provide a picture of all the items that you received. [Quick link]

We will get back to you as soon as possible, after checking with the warehouse.

Duly note that there may cases where we will have to retrieve the package. So please keep the items in their original condition without opening them.