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Return and exchange policy and frequently asked questions – Athletics Canada
Free delivery on orders over $130 (Canada only)

Return 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 non-refundable. 

About Shop.Athletics.ca

Shop.Athletics.ca is the official online store for Athletics Canada merchandise. Please note, 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 international orders (outside Canada), footwear, headwear, women’s briefs and clearance items are final sale and not eligible for return or exchange.
  • Refunds (or 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 non-refundable and the responsibility of the customer, including the cost of shipping for returns.
  • If returning merchandise that included free shipping (all Canadian orders over $130 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.
  • Certain products carry their own return policies (found within the product description) and the above guidelines do not apply.

International Orders

Please note, all international orders (outside Canada) are final sale and not eligible for return or exchange.

Exchanges

While Athletics Canada does not offer exchange options, you may return an item(s) by following the steps below. Should you wish to receive the item in a different size or colour, we recommend placing a new order, and then returning your original item(s) for a refund.

Returns

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

  1. Determine if the product is eligible for a refund (please see general guidelines above).
  2. Return a copy of the order form and the merchandise to:

Athletics Canada
Merchandise Department
2141 Thurston Drive, Suite 105
Ottawa, ON, K1G 6C9

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

 

Frequently asked questions

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

Athletics Canada
Merchandise Department
2141 Thurston Drive, Suite 105
Ottawa, ON, K1G 6C9

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.

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)?

Customers are responsible for the cost of shipping returns to Athletics Canada’s office located in Ottawa. All original shipping costs are non-refundable. If returning merchandise that included free shipping (all Canadian orders over $99 or during a promotion), reimbursement will be less original shipping costs.

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 24 hours of the date/time 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 have been tracking my order via the tracking number provided and the tracking tool indicates that my order was successfully delivered, but I have not received it. What should I do?

We apologize for the inconvenience. When the tracking tool indicates that a parcel was successfully delivered, it means the item arrived as addressed. It’s possible that your order was not delivered directly to your door; you may need to check a second location such as a newspaper mailbox, side/rear entrance, mailroom, front desk, concierge or safe drop location. Please check with everyone who lives in your household as a member of the house may have received or retrieved the item. If a signature is shown, see if it matches anyone in the household who may have signed for the item, as courier services generally deliver to the address and not to the name on the item.

If you can’t find your delivery, try the options below: 

Delivery location

Where to look

A business

Mailroom, front desk or security.

An apartment/condo building

Your individual box or in the parcel locker (Canada Post/U.S. Postal Service will leave a key in your mail box), security desk, building superintendent or concierge.

Community mailbox

Canada Post/U.S. Postal Service will leave a key in your box for the parcel compartment.

Safe drop

A safe location on the household premises. Check around the property to locate the item or check with other members of the household as they may have taken the item into the house.

Large company or institution (i.e. university)

The mailroom as it generally serves as the final point of delivery for most courier services. You may have a time lapse before the mailroom delivers the items (or notifies you to pick it up).

 

Note: In rare cases, a delivery scan is entered into a courier service’s system before the item is delivered. If you cannot locate the item using the tips above, please allow 24 hours for updates or final delivery. 

If you still can’t locate the package or it hasn’t been delivered, please email Athletics Canada at shop@athletics.ca or call 613-260-5580 to connect with a member of our team within 24 hours after receiving the delivery notification or within 24 hours of the tracking tool indicating that your order has been successfully delivered. Include your order number and the tracking number that you were provided so a member of our team can contact the courier service on your behalf (only the sender can file a claim for non-delivery). Assuming the shipping address was input correctly, a claim will be processed on your behalf and a member of our team will contact you with an update and next steps.

Note: In the event that the delivery address was wrong or incomplete, we’re unable to correct an address on a package.

The tracking tool indicates that a driver attempted to deliver my package or that a notice card was left. What does this mean?

There are times when a package can’t be delivered as expected, and is sent to a post office or another location (i.e. eligible FedEx location) for pick-up. This can happen for one of many reasons, such as:

  • The item won’t fit in the mail compartment.
  • The community mailbox is full.
  • No one was available to receive the item and a ‘safe drop’ was not provided at the time of purchase.
  • No one was available to receive the item and there is no protected, secure location in which to leave it.

If you received a delivery notice card, follow the instructions on the card to pick up your package. It is possible that a second delivery attempt will be made before the package is taken to the post office or pick-up location. When you go to the post office/location to pick-up your package you must bring your delivery notice card and government-issued photo ID. If you can’t pick-up the order yourself, you can send someone else in your place. They’ll have to bring government-issued photo ID and one of the following: the delivery notice card (you must sign the card and print the name of the person you have sent to pick-up the item on your behalf) or a letter of authorization/legal document demonstrating their authority to act on your behalf.

Note: If the tracking tool indicates that a notice card was left (or that a driver attempted to deliver your order), but a notice card is not on your front door, please check another location (mailbox, newspaper mailbox, side/rear door). If you live in an apartment/condo building, please check the main entrance of the building (vestibule), mailroom or with your concierge. It’s possible that the driver may need access to your buzzer code/number in order to successfully deliver your package.

I purchased an item(s) at an event. Can I return the item for a refund or exchange it for a different 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 a member of our team 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.

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