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Ruroc FAQ's
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What comes with the helmet?

Our helmets come as an entire system, including fully ventilated magnetic goggles, magnetic Nastek lenses, a mask that's impact tested to -20 degrees, X-visor and a camera mount which is underneath the visor. 2018/19 helmets also have build in Recco avalanche rescue technology, and a Rheon impact liner.

Are Ruroc helmets stocked in any physical stores?

We don’t have any physical stores unfortunately, the only place to grab yourself a helmet in person will be at any events we attend. To find out where we will be please drop us a message, [email protected]

I have received a defective product, what shall I do?

We are sorry to hear your helmet is defected. We want to sort this out for you immediately so please contact our customer service team with the following information; The order number, A picture of the fault.

Can I amend my order after I placed it?

If you need to make any changes please contact us within an hour of placing your order. We will do our very best to amend it for you.

What should I do if there is a payment error when I’m trying to order?

It sounds like you need to contact your bank to authorise the international payment. Sometimes your bank sets up a safety feature for fraud reasons. Once you have done this please re order and let us know so we can confirm the order has gone through. If you are still having problems after this just drop us a message and we will get this sorted for you right away!

Can you ship to a PO box or APO addresses?

Ruroc does not currently offer shipping to PO box or APO addresses unfortunately.

How do I measure my head so its the correct size for my helmet?

Please check out our size guide to help you find the correct size for your noggin at www.ruroc.com/sizing.

What's the difference between the RG1 & RG1-DX helmet?

Our RG1-DX helmets comes with an attached camera mount suitable for a go pro, the mask has been redesigned with clips for easy on & off functionality and every RG1-DX System comes complete with MagLoc Goggles fitted with a colour matched MagLens. The new DX versions have: Faster, easier mask clipping system, Built in anti-condensation liner inside the mask,Increased airflow, Premium magnetic 'MagLoc' goggles, Silver nano-tech inner liner that's removable and washable, Better finish on the paint jobs.

My lens keep fogging how can I stop this?

Make sure they are wearing the helmet currently, refer them to this link https:// www.youtube.com/watch?v=SlVH1NGNrSY If you are still having problems with your lens after doing these checks, please drop us a message and we will be sure to get this sorted for you!

Can I use the current RG1-DX goggles with my older model helmet?

Damn right you can! All of our goggles fit any of our helmets, you can purchase additional goggles here: https://www.ruroc.com/49-skisnowboard-optics

Can I wear glasses under my Ruroc?

The goggles are designed to fit glasses underneath but it ultimately depends on the size of the frame.

What is the RAID system?

If you look at your goggles you will notice two notches in the top portion of the frame, then look at your helmet near where your forehead will be you will also notice two open channels between the outer shell and the interior of the helmet. These channels run through the entire helmet and they line up with the notches in your goggles, this allow constant and clear air flow through the helmet keeping your goggles from fogging up, and your helmet from over heating.

What is Crash Replacement?

Crash replacement entitles you to replace your ATLAS, Shockwave, RG-1 or RG1- DX in the event of a crash. Send the broken component back to us and buy a brand new one for HALF PRICE! It’s only $10 and it protects the next 2 years of your helmets life!

Do the new RG1-DX masks fit my older model helmet?

New masks is compatible with all original RG-1, RG1-X and RG1-DX helmets. However, they may need more of a push on the mask clips with helmets bought before September 2016. You can purchase masks here https://www.ruroc.com/29-visors-mounts-masks.

How can I make sure I am wearing the helmet correctly?

Make sure to put the helmet shell on first, then mask and finally the goggles (Don't forget to push the goggles behind the mask) Please take a look at this video if you need further assistance https://www.youtube.com/watch?v=SlVH1NGNrSY

How does Ruroc ensure that each helmet meets its high standard of quality?

There are several key components that create a world-class safety helmet. However the two most crucial parts of the helmet are the outer shell and the inner shell. The inner shell is essential for absorbing the energy transferred to the rider on impact. Inner Shells are typically made with EPS (Expanded Polystyrene) or EPP (Expanded Polypropylene). To ensure our inner shells always conform to the highest levels of safety we check the density and the weight of every single inner shell as it comes off the injection moulding machine. We then check the weight of the inner shell 7 days after the drying process and confirm that nothing significant has changed since injection. Once we have confirmed that we have a stable inner shell we send a random selection away for drop testing at some of the most prestigious test labs in the world including BSI in the UK, ACT Lab in the USA, SGS in China and Newton in Italy. By testing in multiple labs we can guarantee that we have a stable production run and an insanely safe helmet!

How do I know if my helmet is compatible with the new Shockwave system?

The Shockwave is compatible with helmets made from September 2016. In other words if you can remove the neckliner, your helmet is compatible with the Shockwave system.

What is an Asian Fit helmet?

Heads come in all different shapes and size, and Asian people tend to have a more rounded head shape! Wider from side to side and more narrow from front to back, when compared to a Western head. Our Asian fit caters for this with a protective EPS that is specifically shaped to fit the roundhead shape! On top of this, many Asian people have a slightly smaller 'nose bridge'. To give that perfect seamless connection between goggles and face we've increased the depth of the foam on the nose of our Asian fit goggles! So yeah, that's right, we've officially thought of everything. You're welcome.

Why have I received extra padding with my order?

All orders from our new range will ship with extra padding inserts. This is so you can adjust the inside of the helmet to your head shape. We understand some people may not need it but its there if you need it.

Can you customise the helmet design for me?

This is something we don’t offer here at Ruroc unfortunately. Please note if you customise the helmet your warranty will be invalid.

Whats your returns policy?

We have a FREE & QUICK returns system. Please follow this link to order your returns. https:// www.ruroc.com/returns?page=create Before we can accept the product back, please ensure that it has not been used and has been received by yourself within the last 14 days. Once we have received your helmet back we can make an exchange for either a larger or smaller size for you. Complete the Return form that came with your helmet and place inside the box. The black returns bag, should be on the outside of the brown box.

My helmet doesn't fit, what shall I do?

We are so sorry to hear your helmet doesn’t fit. Not to worry though as we have a FREE & QUICK returns system. Please follow this link to order your returns. https://www.ruroc.com/returns?page=create Before we can accept the product back, please ensure that it has not been used and has been received by yourself within the last 14 days. Once we have received your helmet back we can make an exchange for either a larger or smaller size for you. Complete the Return form that came with your helmet and place inside the box. The black returns bag, should be on the outside of the brown box.

Do I have a warranty on my helmet?

Ruroc warrants that all our products are fit for their intended use and free of manufacturing defects in material or faults due to poor workmanship. If you experience that your product is delivered with, or has developed a fault, please email us before returning any goods in order to avoid unnecessary postage fees. You have a 1 year warranty on your helmet.

Can I part exchange my older helmet for a new one?

We don’t offer a part exchange service unfortunately.

How do I locate my tracking number?

Thanks for your order! You will receive an email once your order has been shipped, this will include your tracking number.

How long will my refund take to process once you received my order back?

As soon as your order lands in our warehouse and passes inspection, we will process the refund. Please allow up to 7 working days for the funds to clear back in your account.

Will you let me know when you receive my return?

For sure! We will send you an email when your return has been received and approved to let you know the next steps.

I'm trying to order but it keeps showing on my account as payment error. What shall I do?

If the money is in your account, it sounds like you will need to contact your bank to authorise the international payment. Sometimes your bank sets up a safety feature for fraud reasons. Once you have done this please re order and let us know so we can confirm the order has gone through. If you are still having problems after this just drop us a message and we will get this sorted for you right away!

How do I check the status of my order?

You can check the status of your order by logging into your account and clicking on ‘order history and details’. Please don’t hesitate to drop us a message if you need further assistance.

My order status is ‘Payment Accepted’, what does this mean?

This means your payment has gone through and the order is being processed. You will receive an email shortly to confirm your order has been shipped.

How can I change my shipping address?

You can change your address by logging into your account. If you need to change your address after you purchase please contact our customer service team, providing its not been shipped we can change it for you.

How can I get in touch with the customer service team?

You can change your address by logging into your account. If you need to change your address after you purchase please contact our customer service team, providing its not been shipped we can change it for you.

With it being a full face helmet, do the goggles fog up?

Absolutely not! Every helmet has the patented RAID system. This ensures a non stop air flow from the mask through the goggles, up into specifically designed channels in the EPS. These channels then push the air out through the vents along the top of the helmet, keeping your goggles fog free and your head cool when your riding!

How can I get extra Ruroc stickers?

We are stoked you guys love putting Ruroc stickers on your gear. Providing we have some available we will hook you up! Please contact the customer support team with this request [email protected]

Why is my nose touching the mask?

If your nose is touching the mask it means the helmet could be too small. However make sure the mask is sitting flush behind the goggles. Please see the attached image; (image of helmet correctly fitted & one not).

Can I ship to a address different than my billing address?

Yes, your delivery address can be different from your billing address as long as both addresses are in the same country.

Will I have to pay custom duties on my order?

All Products are sold on Delivery Duty unpaid basis. Recipients outside the EU may have to pay import duty or a formal customs entry fee prior to or on delivery and additional taxes, fees or levies may apply according to local legislation. Please check these details before placing any orders for deliveries outside the EU. www.ruroc.com is a UK website and all products are shipped from the UK.

I forgot to use a discount code. Can I apply it afterwards?

Unfortunately discount codes must be applied at the time of checkout, and we cannot refund you the difference if you forget to use it.

When will you be restocking products?

All restocks will be announced on our social media channels, so keep an eye on those for a first chance at restocked items.

What is your address?

If you need to get in touch another way, here's our address! 2 Barnett Way, Barnwood, Gloucester, GL4 3RT, United Kingdom

Is Crash replacement worth adding to my cart?

Most definitely! Crash replacement entitles you to replace your ATLAS, Shockwave, RG-1 or RG1- DX in the event of a crash! Send the broken component back to us and buy a brand new one for HALF PRICE! It’s only $10, and it protects the next 2 years of your helmets life!

Is my last years helmet compatible with the new shockwave system?

Our new Shockwave bluetooth system is fully compatible with Ruroc helmets from September 2016! Look inside your helmet, and if you can't remove the neck liner you wont be able to use the Shockwave system unfortunately.

What are the different coloured lens for?

Clear lens are the best possible lens for night rides, Yellow lens are for really low light conditions and Orange is for cloudy and snowy days. S0 - clear lenses (no light absorption) - night rides mostly (can go for indoor riding too) - it doesn't offer any sunlight protection, S1 and S2 low light conditions & S3 and S4 sunny days.

What are the different coloured lens for?

Heads come in all different shapes and size, and Asian people tend to have a more rounded head shape! Wider from side to side and more narrow from front to back, when compared to a Western head. Our Asian fit caters for this with a protective EPS that is specifically shaped to fit the roundhead shape! On top of this, many Asian people have a slightly smaller 'nose bridge'. To give that perfect seamless connection between goggles and face we've increased the depth of the foam on the nose of our Asian fit goggles! So yeah, that's right, we've officially thought of everything. You're welcome.

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