Frequently asked questions

Got a question? Read on to find answers to our most Frequently Asked Questions. Or drop us a question on this form: Customer Support

Returns & Exchanges

What is your return policy?

Team Town Sports offers a 30-day return or exchange period for all in-store and online purchases. Returns with a valid receipt can be made at any store location, and refunds will be issued to the original form(s) of payment.

We will only accept returns on items that are in its original condition: unworn, unused, and unwashed with all the original tags and packaging intact.

We do not accept returns or exchanges on gift cards, undergarments, or products that are worn or damaged. Gift cards and undergarments are FINAL SALE.

Clearance items with cent ending in .87 are Final Sale. Clearance items are not eligible for Refund, Exchange, Store credit or Gift cards.

How do I return an online purchase?

Online purchases can be returned in-store or by mail within 30 days of the order date.

Customers are responsible for the return shipping costs when making a return by mail. As such, we recommend shipping with a courier that can provide tracking and insurance as Team Town Sports is not responsible for lost packages.

Please include a copy of your packing slip in your return when packing your items. Then, mail or courier your package to one of the following addresses:

For Western Canada ship to:

Team Town Sports Calgary

33 Heritage Gate SE

Calgary, AB

T2H 3A7

For Eastern Canada ship to:

Team Town Sports Toronto

3135 Argentia Road, Unit 6

Mississauga, ON

L5N 8E1

I bought an item in-store and want to exchange/return it. Can I do so by mail?

No. In-store purchases must be exchanged or returned at a Team Town location.

I changed my mind about my order. How do I make an exchange?

We do not offer direct exchanges by mail. Please send your online order items to us as a return (please see “How do I make a return” above for instructions) and place a new order for your preferred sizes(s) and/or color(s) at your earliest convenience. We will issue a refund once the original order has been received and processed by our Return Processing Center.

If the price of the item has increased since your original purchase within 30-days of the original purchase date (i.e. the same item but exchanging for a different size) please let use the “Contact Us” link at the bottom of the home page referencing your original order number and a price adjustment will be processed within 10 business days back to your original method(s) of payment. Please be sure to include both the original and new order numbers.

I returned my recent purchase, and I still haven’t seen the refund on my credit card statement?

If the refund was processed back to a credit card, please allow 5- 10 business days for the refunded to be reflected on your credit card statement. The refund will be posted on the date of the actual return.

If you are expecting a refund for a recently returned online order, please allow up to 10 business days for processing before the refund is completed

If you used a gift card, a new gift card should have been issued at the time of the return.

Will I be charged a restocking fee if I return an item?

There is no restocking fee for any returns. However, the shipping fee (if applicable) will not be refunded.

ORDER ISSUES

Can I modify my order?

We are unable to modify an order once it is placed.

Please ensure all billing and shipping details are correct prior to finalizing your payment.We are unable to modify or add to an address once your order has been placed.

Can I cancel my order?

We are unable to cancel an order once it is placed.

I ordered an item and received an out-of-stock email.

At Team Town Sports, we do our best to monitor product information to ensure accuracy. However, there are occasions where when an item may be out of stock.

When an item goes out of stock, we remove it from your order and have the remainder of your order shipped. Rest assured that you will not be charged for the cancelled item(s). Please allow 5 -10 business days for the changes to be reflected on your method of payment.

I received a notice saying that my order has been cancelled. When will I receive a refund?

When you place an order, we request pre-authorization from your method of payment. You will only be charged when your order has shipped.

In the event your order has been cancelled, the authorization will be voided. It may take 5 – 10 business days for your financial institution to remove the pre-authorization from your account.

Product and Price Discrepancies. At Team Town Sports, we carefully monitor product information, promotions and pricing to always ensure accuracy. Unfortunately, certain errors out of our control may occur from time to time. Please be advised that all prices are subject to change at any time and without any prior notice.

The items and prices available on the teamtownsports.com website, are not necessarily the same as the items and pricing within our retail store locations.

An item is missing from my order. What should I do?

We may have sent your order in multiple shipments. To verify, please check the shipping confirmation email and the packing slip included in the carton. The packing slip will confirm which item(s) you can expect in each delivery.

If an item is missing, please contact our Customer Care team by clicking the “Contact Us” link at the bottom of the homepage within 30 days of receiving your package. We will do our best to find a solution as quickly as possible.

Should you notice any discrepancies with your order you must notify us within 30 days of your order being placed for us to work with you to resolve it.

I received a damaged item. What should I do?

If your item is damaged, please contact the Customer Care team by clicking the “Contact Us” link at the bottom of the homepage within 30 days of receiving your package. Please include your order number, a photo of the damaged product, and any other helpful details. We will do what we can to find the best solution.

My item is damaged and falls under the manufacturer’s warranty. What can I do?

Customers can return or exchange defective merchandise within 30 days of purchase for a full refund at any store location. Customers must present proof-of-purchase at the time of the return. If you have any specific questions or concerns regarding product warranties, please contact your local store directly.

Shipping & Deliveries

Do you offer free shipping?

We offer free shipping for orders over $99 before taxes. A flat-rate shipping fee of $10 will be applied to orders under $99. Shipping fee is non-refundable.

Please note, we cannot deliver to P.O boxes.

Do you offer in-store pickup?

Yes, buy online, pick up in store is available if the product or products are available for immediate purchase.

If the item you are wishing to purchase is not available at the location of your choice, it will not be eligible for in-store purchase. We do not ship product between stores. If an item is not available for in-store pick-up it will have to be ordered and shipped to your home.

How long do I have to pick up my Buy Online, Pick Up in Store order?

You have 7 days from the date of purchase to pick up your order. After 7 days, your order will automatically be cancelled.

When can I expect to receive my order?

Orders are shipped out as soon as possible and typically take 2 – 3 business days, however delivery times may vary depending on carrier and shipping location.

Orders placed on teamtownsports.com may be shipped by one or more carriers.

Once your order has shipped you will receive an email notifying you your order/part of your order has shipped. This email will contain your tracking number and a hyperlink to track your order. Please select “track your order” for all carrier and shipping updates.

Why isn’t my tracking number working?

We assign a tracking number to your package when it is ready to be shipped. Once your package has arrived at the carrier’s sorting facility your tracking details will be updated. This may take up to 72 hours from the time your order leaves our facility. Please continue to track your order through the carrier’s website provided in your shipping confirmation email.

Will I receive all the items in my order at the same time?

We will always do our best to send items in one shipment. However, your order may arrive in multiple shipments, depending on where your items are located in our fulfillment network.

Why is my order being returned to sender?

There are a few reasons why your order may be returned to sender:

  • The carrier is not able to confirm your shipping details.

  • Missing unit number.

  • The carrier was unsuccessful in their delivery attempt(s).

  • Your package was not picked up from the shipment holding facility (if applicable) within the required time of delivery.

Once your item has been successfully returned to sender and your return has been processed, you will receive an email confirmation and a refund to your original form(s) of payment. Please note that processing a return can take up to 15 business days after arriving at return processing facility.

We are not able to re-ship returned packages.

Do you offer international shipping?

Team Town Sports does not offer shipping outside of Canada.

PAYMENT & PRICE ADJUSTMENTS

Why are there multiple charges on my bank account? I only placed one order.

If your order is sent in multiple shipments, your method of payment will be charged for each shipment. Please keep in mind that you will never be charged for more than the amount quoted at checkout.

An item that I recently purchased went on sale. Can I receive a price adjustment?

If the price of an item you recently purchased has been reduced, we will happily perform a one-time sale adjustment at your request. For qualifying items purchased online, please contact the Customer Care team within 30 days of placing your order. The item must still be in stock and must be available in the same colour and size. If you originally purchased in-store, only the store can process the price adjustment for you.

If the item is being advertised by another authorized Canadian retailer, the following criteria must be met:

  • the advertised price must be from a retailer with physical store locations (not an e-Commerce only retailer).

  • the price must be verifiable by our customer care team.

  • the price must be posted in Canadian currency.

  • the item must be available for immediate purchase from both Team Town Sports and the retailer you are requesting to price match.

  • the item must be the same model, color and size.

  • the item must be new (we do not price match refurbished product).

This policy does not apply to advertising errors or misprints, demo products, coupons, special and/or limited-time savings events (i.e. Flash Sales, Black Friday, Cyber Monday, Boxing Day, grand openings, closeouts). The conditions of our price match policy may be modified without notice.

WARRANTY

What is the Warranty Policy?

Warranty policies will vary depending on the product and/or vendor (brand). Proof of purchase is required when inquiring about a warranty claim.

All warranty claims are to be handled in a Team Town Sports store directly. If you are located in an area that does not have a Team Town Sports location, please be sure to contact our Customer Care team for more assistance.