Frequently Asked Questions
Can I return products after receiving them?
Of course. You can return or exchange products in new or like-new conditions within 30 days of receiving the product. However, custom made products are not returnable/exchangeable.
Do you charge for returns?
No, there is no charge for sports equipment. However there is a 15%-20% restocking fee for items that are non-stock items such as gym mats, large basketball systems and un-decorated garments. Customized garments are not returnable. Customer is responsible for return shipping fee.
Do I have to pay for shipping for return items?
Yes, you will have to bear the shipping expenses for the return items along with the initial cost of shipping.
I ordered some custom t-shirts from Marchants, but the items were not returnable. Why?
Unfortunately customized items are not returnable/exchangeable. We would always send art approvals before proceeding on the customized apparel orders to ensure your requested design.
Custom made items are not returnable/exchangeable.
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Garments are not sell-able once customized
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We will send you an art approval before proceeding with customized apparel orders.
I received a damaged product. What do I do?
Please email support@marchants.com to report damaged goods to the customer service department within 72 hours of receiving the product. We will resend a replacement product as soon as possible. You may discuss the other options such as requesting a refund with the customer service department.
Can I pick-up products from your store?
Yes, in store pick-ups are available in our locations in Toronto and Winnipeg. You will receive a confirmation email or call to collect the product from the store once it is ready. We cannot guarantee availability of the product prior to the confirmation call or email.
I entered the wrong shipping address. How do I change it?
You can call our customer service department at 1-877-439-940 or email us at support@marchants.com immediately after you place the order. You may have time up to about 24 hours after you place the order. However note that some orders get shipped right after it is placed. Reshipping charges may applicable.
My order was already shipped to the wrong address I entered. What do I do now?
If the item has reached the wrong address, the item has to be returned to the warehouse before being re-shipped to the correct address. Any re-shipping charges has to be borne by the customer. If the product is lost at the wrong address, the customer has to reorder the product at his or her cost.
Can I order items to the USA?
Yes, we ship most of our items to the USA. However, we do not ship any apparel to the USA.
How long will it take for me to receive the product?
Usually, it would take 3-5 days within Canada. However, the time may differ depending on seasons. It also may take longer if it is a non-stock item and we have to order it in from our vendor. In that case, it could take up to 10 business days. However our customer service team would inform you of the delay if this is the case.
Do we have to pay an additional fee to ship products to USA?
Yes, orders above $200 that are shipped to USA will be charged a brokerage fee by the freight company to handle customs processing, in addition to the duty levied by the customs. You will be notified of these fees by mail, prior to the dispatch of the product.
Do you accept PayPal payments?
Yes. We accept Visa, American Express, Mastercard and Paypal and Apple Pay.
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