Frequently asked questions

R Werk is a team of lifelong enthusiasts of automotive engineering and horology who have designed for Mercedes-Benz and Volkswagen; upholstered Concours d’Elegance winners; and developed more than 50 products that have sold over a million units. R Werk is based in Toronto, Canada with the design studio based in Pforzheim, Germany.

For B2B or wholesale opportunities: hello@rwerk.design
For questions regarding our affiliate program: hello@rwerk.design
For press or media inquiries: hello@rwerk.design

We stand behind the products we design, manufacture, and sell. That's why we offer 6-year warranty on all R Werk products.

If your R Werk product is no longer functioning as it should, please kindly reach out to R Werk Concierge Team, and we’ll be happy to help.

Please kindly include as much information and detail as possible in your request. We’d also appreciate visual aids such as images and/or videos.

If it is determined that your device needs to be returned for repair or additional assessment, we will coordinate with you to have the defective product shipped back to our facility in Toronto, Canada.

We recognize the importance of a customer-friendly return policy. We want to make sure you have plenty of time to fall in love with your new purchase in a comfortable environment before making the comitment.

If you are not satisfied with your purchase, feel free to reach out to R Werk Concierge Team directly and request RMA (Return Merchandise Authorization) within 30 days of the delivery of the order.

Our goal is to get your items to you quickly. We use different shipping companies, depending on the size and the weight of your shipment, as well as your shipping address.

We offer the following shipping methods for everything other than exceptionally large items.

US Orders - 2 to 5 business days, plus processing time.

Canada Orders - 2 to 5 business days, plus processing time.

Rest of the World Orders - 4 to 7 business days, plus processing time.

These are rough estimates and shipments can be delayed due to unforeseen circumstances, like shipping network volatility or severe weather.

Please feel free to reach out to R Werk Concierge Team directly and we'd be happy to work with you directly and accomadate any special shipping need you might have. 

If, for some reason, you don’t receive your order within the estimated time frame provided above and suspect that it might be lost in transit, please contact R Werk Concierge Team and we can look into the order with the courier. Lost-in-transit requests must be submitted to R Werk Concierge Team within 3 months of the date of shipping or before the courier archives the tracking information.

All orders are shipped from R Werk's facility in Toronto, Canada

We take customer feedback on courier performance very seriously and are actively monitoring it in order to make the best decisions we can for the greater benefit of our members.

Please feel free to reach out to R Werk Concierge Team directly and we'd be happy to work with you directly and accomadate any special shipping need you might have. 

You can purchase items on R Werk using the following forms of payment:

Cards:

- American Express

- Diners Club

- Discover

- JCB

- Mastercard

- Visa

Wallets:

- Apple Pay

- Google Pay

- PayPal

- Shopify Pay

- Venmo

No. Our payment processor allows us to capture payment from one source for a single transaction, which means we can’t divide the transaction total between multiple payment methods.

Our payment processor lets us know when there’s an issue with a payment method, but it doesn’t provide us with any context or specific information regarding why an error occurred.

If you’re experiencing a payment error, the credit card information was likely entered incorrectly. Please double-check that the name, expiration date, and CVV number entered in our system match what’s on your card.

Some financial institutions may impose spending limits or caps on the number of transactions that can take place during a certain period of time.

To expedite resolution and to determine the specific cause of payment failure, please contact your financial institution as soon as you’re notified that a payment error has occurred.

In the event a refund is necessary, it’ll be applied to the original form of payment used when the order was placed. The time it takes for the refund to be reflected on your statement can vary depending on the payment method that was used.

Credit cards: Refunds typically appear on the statement within 2 to 3 business days, but occasionally this can take up to 7 business days.

PayPal: Refunds typically appear on the statement immediately, but the time can vary depending on your specific credit card company and international refunds may take more time.

Here are some reasons tracking might not be available:

The tracking number was just issued. It typically takes 24 to 72 hours for the information to update in the courier's system.

The first package scan may be upon arrival at a regional hub near the destination. This usually occurs when the courier's shipping volume is high and packages are processed in bulk. The courier might not acknowledge that they have received the package until it has been scanned for the first time.

The first package scan might not be until the package has been delivered.

Some shipments, like warranty replacements, might have limited tracking visibility or are not trackable at all.

We understand the frustration of waiting days for an item to be delivered, only for it to arrive defective. We want to alleviate this frustration as much as possible by helping you return DOA (Defective-on-Arrival) items and replacing them with fully functional ones quickly and at no additional cost.

Please kindly reach out to R Werk Concierge Team directly and submit a DOA request within 7 days of the delivery of the order. 

To expedite this process, please be sure to include a detailed description of the issues as observed. Visual aids such as pictures and videos are welcomed and appreciated.

We’ll provide a free prepaid return shipping label for you to return the defective items.

If the tracking information shows that your package has been delivered, but you haven’t yet received it, please try the following:

Verify the shipping address. Look for a notice of attempted delivery. Look around the delivery location. It’s possible that the package may have been delivered to a neighbor. Check your mailbox. Packages may travel through more than one courier. Wait 3 business days. Sometimes, packages are prematurely marked delivered by the courier while they’re still in transit.

If after 3 business days you still haven’t received your package, please contact R Werk Concierge Team. All missing package claims must be submitted to R Werk Concierge Team within 2 weeks of the delivery date provided by the courier.

If an item or component is missing from your order, please report it to R Werk Concierge Team within 2 weeks of receiving it.

When you submit your inquiry, please include the appropriate transaction ID and provide a detailed description of the missing item or component. We may also ask for supporting documentation, like a photo of your packing slip or any SKU stickers that may appear on the merchandise.

Once your inquiry has been submitted, a member of our concierge team will be in touch as soon as possible.