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Return and exchange policy and frequently asked questions – Athletics Canada
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Return and Exchange Policy

Return and exchange policy and frequently asked questions

If not 100 per cent satisfied with an online purchase, Athletics Canada will accept the return within 30 days of the delivery date, provided the merchandise is unworn, unwashed, has the original tags still attached and was purchased at Shop.Athletics.ca or is defective (some restrictions may apply). A refund for the purchased product price will be issued to the original method of payment. Please note that shipping and handling charges are nonrefundable.

 

About Shop.Athletics.ca

Shop.Athletics.ca is the official online store for Athletics Canada merchandise. The national office does not offer customers the opportunity to make a purchase in-person as we are not set-up with product displays or change room facilities.

 

General guidelines

  • Returns will be accepted within 30 days of the delivery date
  • Only unworn, unwashed merchandise with original tags still attached will be accepted
  • All footwear, headwear and clearance items are final sale
  • Refunds and exchanges will not be issued on purchases made on-site at an event
  • If an item is on sale after the original purchase date, we regret that we are unable to refund the difference in price
  • All shipping costs are nonrefundable and the responsibility of the customer, including the cost of shipping for returns and exchanges
  • If returning merchandise that included free shipping (all Canadian orders over $89 or during a promotion), reimbursement will be less original shipping costs (some restrictions may apply)
  • Please allow one billing cycle for a credit to appear on a statement
  • Should you require assistance or have a question, please email shop@athletics.ca or call 613-260-5580

 

Returns

Merchandise may be returned for a refund by following the steps below.

  1. Determine if the product is eligible for a refund
  2. Return a copy of the order form and the originally purchased merchandise to:

Athletics Canada

Merchandise Department

2445 St-Laurent Blvd., Suite B1-110

Ottawa, ON, K1G 6C3

  1. Athletics Canada will process the return within five (5) business days of receiving the item(s) and will send a confirmation via email.

 

Exchanges

Merchandise may be exchanged for a different size or another product by following the steps below. 

  1. Determine if the product is eligible for an exchange
  2. Return the following to Athletics Canada (complete mailing address noted above):
    • A copy of the order form
    • A note that clearly indicates what item(s) are being returned and what item(s) are requested as an exchange – size, colour and style if applicable
    • Originally purchased merchandise
  1. Athletics Canada will process the exchange within five (5) business days of receiving the item(s) and will send a confirmation via email. Should the item be out of stock in the size or style preferred, a refund will be processed. Unless noted, the item(s) will be shipped to the address provided in the original order. All shipping costs are the responsibility of the costumer, including those associated with an exchange, and will be charged back to the credit card used to make the original purchase.

To expedite receiving a different size, colour, style or product, we recommend placing a new order. Then, return original items(s) for a refund.

 

Frequently asked questions

 

What address should I use to return or exchange an item(s) purchased on Shop.Athletics.ca?

Athletics Canada

Merchandise Department

2445 St-Laurent Blvd., Suite B1-110

Ottawa, ON, K1G 6C3

 

How do I know when a refund has been processed?

Athletics Canada will process a refund within five (5) business days of receiving the return. A confirmation will be sent via email confirming the refund has been processed. Please allow one billing cycle for credit to appear on a credit card statement.

 

Will I be sent a tracking number or confirmation when my exchange has been processed?

A member of our team will send an email that includes tracking information (carrier and tracking number). Should the item be out of stock in the size or style preferred, a refund will be processed and a confirmation will be sent via email.

 

I’d like to return an item I purchased. What is the best way to proceed?

The method of shipping is up to the customer, however, we strongly encourage customers to use a method in which a tracking number is provided (FedEx, UPS or Canada Post). This way the package can be tracked by the customer. Please note that Athletics Canada is not responsible for items lost in transit.

 

Who is responsible for the cost of shipping should I wish to return an item(s) or make an exchange?

Customers are responsible for the cost of shipping all returns and exchanges to Athletics Canada’s office located in Ottawa. All original shipping costs are nonrefundable. If returning merchandise that included free shipping (all Canadian orders over $89 or during a promotion), reimbursement will be less original shipping costs. Customers are also responsible for all shipping costs associated with an exchange. Any additional shipping costs incurred by Athletics Canada in the process will be charged back to the credit card used to make the original purchase.

 

I was shipped the wrong item or size. What should I do?

We apologize for the inconvenience. Please email shop@athletics.ca or call 613-260-5580 to connect with a member of our team. Be sure to include the order number, item and size received. We will make every effort to replace the item in a timely manner.

 

I received a damaged or defective item(s). What should I do?

We apologize for the inconvenience. Please email shop@athletics.ca or call 613-260-5580 to connect with a member of our team within two (2) business days of the date of delivery. Include the order number and the name of the item that was damaged or defective. We will make every effort to replace the item in a timely manner.

 

When I received my order, an item(s) was missing. What should I do?

We apologize for the inconvenience. Please email shop@athletics.ca or call 613-260-5580 to connect with a member of our team within two (2) business days of the date of delivery. Include the order number and the name of the item that was missing from the package. We will make every effort to replace the item in a timely manner.

 

I purchased an item(s) at an event. Can I return the item for a refund or exchange it for a difference size or style?

Refunds and exchanges will not be issued for purchases made in person at an event. All sales are final.

 

I have a question that is not answered above. How can I connect with a member of the Athletics Canada team?

Please send us an email (shop@athletics.ca) and we will respond as quickly as possible in the order in which messages are received. Should you wish to speak to someone over the phone, please call 613-260-5580.