Frequently Asked Questions
What are your hours of operation?
We operate between 9:00am and 5:00pm (Eastern Time) on weekdays.
Are you open on holidays?
No, our offices and warehouse are closed on all Canadian statutory holidays.
Placing An Order
How much will I have to pay for shipping?
Shipping fees are calculated based on your destination within Canada. But, if you spend $75 or more (before taxes) you'll receive free shipping. Please see our shipping page for more details.
How come I've been charged twice?
Once your order has been placed, the total order amount is authorized via your method of payment. This is to reserve the funds necessary for us to invoice and complete the order. Once your order has been completed, an actual charge will take place, and the authorization will disappear.
How long will I have to wait for my package?
In most cases we require approximately 2-7 business days to process an your order. Once your order has been processed it will be shipped to you from our warehouse. Shipping may take 2-7 business days depending on your address.
How come my order was canceled?
From time to time, items may become unavailable between the time your order is placed and when it is processed. We will then adjust your order total to reflect the removal of that item from your purchase and charge you the remaining amount. We understand that you might be interested in one particular item but, in order to make your purchase more cost effective, you may order multiple items. Should that one item of interest become unavailable, we will not be able to ship it to you.
How come my gift card won't work?
Unfortunately we are unable to accept gift cards online that were purchased from one of our stores. Fortunately, if you let us know, we can create an online-use gift card for you in the same amount. Please contact us.
Additional Payment Information
Do you accept Visa Debit or Visa Gift Cards?
Yes, we accept both Visa Debit and Visa Gift Cards. However, these types of payments respond differently to authorization and captured payments online, please read more about Visa Debit and Visa Gift Cards.
I paid with a Visa Debit/Visa Gift Card and my order was canceled, why did you take my money and when do I get it back?
The amount authorized at the time of purchase is deducted immediately from the account holder’s account, and it may take 7-15 business days for the cancellation to show up on your Visa Gift card record and for the funds to be credited to your card and available for use. Check the balance on your card, either online or by phone, to see when your cancelled purchase transaction has been processed. Refer to the back of your card for the web site address/phone number of the financial institution that issued your card. If you are not seeing a credit take place, please contact the issuing financial institution for further investigation.
Why was my Visa Debit or Visa Gift Card declined?
We, like some internet merchants, use fraud protection software that may decline a Visa Gift Card or Visa Debit purchase transaction.
Changing Or Canceling An Existing Order
In most cases we begin processing your order right away, leaving a small window of time in which to make changes, therefore we may not be able to accomodate your request.
How do I change or correct my shipping/billing address?
Please contact us and we will correct the information on your existing order. To change your billing/shipping information for future orders, log in to your account and do so from your "address book".
How do I change or remove an item from my order?
Please contact us and we will correct the information on your existing order.
How do I cancel my order?
Please contact us and we will cancel your order.
Do you price match or make price adjustments?
Unfortunately, we do not price match, or make price adjustments on any of our items. This includes both sales for Cyber Monday and Black Friday. Prices are set for specific time frames as exclusivity.
Shipping And Tracking Information
How do I track my order?
At the time of shipment you will be sent an e-mail confirmation and tracking number. Once you are issued a tracking number you may use it to track your package with Canada Post.
When do I receive a tracking number?
At the time your order is shipped you will receive a confirmation e-mail with a tracking number. Tracking numbers are nor issued at the time your order is placed.
How come my tracking number isn't working/showing any information?
It is not uncommon for tracking numbers to yield no results until approximately 12 hours after shipment. Tracking information is generated as the package reaches "checkpoints" toward its destination.
What do I do if I think my parcel has been lost?
If you feel your parcel has been lost, please contact our customer care team via email or phone. A customer service representative will open a lost parcel ticket for you. Please note that all lost parcel tickets may take up to 15 days to resolve.
Returns And Exchanges
PLEASE NOTE: Clearance Items are Final Sale and in Limited Quantities
How do I return or exchange an item?
Please read about Hassle-Free Returns for more information.
Can I refund or exchange my item at a Boathouse store location?
Yes, we accept returns in all Boathouse locations and via shipment to our warehouse. Please read about Hassle-Free Returns for more information.
If I need to ship my return, where do I send it?
We offer free return shipping with a waybill that is predestined to our warehouse. Please read about Hassle-Free Returns for more information.
What happens when I receive a defective item?
If an item is assessed and deemed defective, we will gladly replace it at no extra cost to you. If you believe the item you have received is defective, please read about Hassle-Free Returns for more information..
How come I didn't receive an invoice with my order?
At the time of shipment, a copy of your invoice will be sent to the e-mail address under which the order was placed. If you cannot find your invoice, contact us and we'll get you a copy.
Products And Inventory
I don't see the item I'm looking for on your website, is it still available?
Products become unavailable to online shoppers once inventory is virtually depleted. However, there is still a chance that the item you seek is available in one of our Boathouse locations. Please contact us and we'll be happy to help you find it.
When will you be receiving more/new products?
We are constantly receiving a wide variety of products in small to large quantities. Due to the high turnaround of our product, it is hard to predict when something will arrive or become available. Your best bet is to check our website, as it is the most accurate listing with regards to product and inventory.
How come I can't complete the checkout process?
If you're entering information in all the required fields, there may yet be a technical issue preventing you from completing our checkout process. In this case contact us and we'll be happy to assist you in placing the order.
How do I file a complaint?
Please contact us and we will be happy to address your concerns and reach a mutually acceptable resolution.
My question still hasn't been answered! Who can I contact?
Please contact us and we'll get you the answer you're looking for!