Shipping & Returns Policy
CUSTOMER SATISFACTION IS OUR TOP PRIORITY. PERIOD.
We want your shopping experience to be an easy moment in a hard year.
In light of COVID restrictions on the GTA, we’ve updated our store hours and shipping/returns policies.
That’s why we’re offering:
Same-day curbside pick-up, five days a week
On-the-spot curbside exchanges (try on footwear/accessories before you take it home)
Three-day local deliveries (M4, M5 and M6 area codes)
Free two-way shipping on orders over $75 -- Canada-wide
Sale items are not eligible for free return shipping (the cost of shipping will be deducted from your refund).
Items marked down more than 25% are only eligible for store-credit/exchange.
Items marked down 50% or more are final sale.
- Items marked "Final Sale" are final sale.
See full details below.
Local DeliveriesDeliveries within Toronto are fulfilled by a local partner. This allows us to avoid the hassle of Canada Post and get you your order within TWO/THREE(ish) DAYS! It's $5 flat rate for M4, M5 and M6 postal codes. It's faster than Canada Post and you're supporting local. It's a no brainer??? This service is free on orders over $75 CAD.
Canada PostWe ship all items from our TO storefront using Expedited Parcel service from Canada Post. As we're currently only shipping expedited parcels, all shipments are trackable and you'll receive a tracking email when your order is processed.
If you want to try on your item before you take it home -- that's great!
Choose "pick up" delivery method (first screen of the checkout). You'll get a notification when your order has been packed up (this is usually within an hour). You can then come by and try it on before you take it home (or don't, it's your stuff...).
We can also process returns/refunds/exchanges on the spot during our curbside hours.
Free, No Hassle ReturnsWe love our products. We want you to love our products, too. So buy what you like, try it on at home. If it doesn't fit, it's different than you thought it would be, or has a manufacturer defect/issue, simply let us know and we'll take it back. We will cover the cost of additional shipping on all full-priced products. Unfortunately sale items are not eligible for free return shipping (the cost of shipping will be deducted from your refund). You can also return online orders in-store/curbside.
There are some stipulations though...
- Any heavily marked-down product (25% off or more) are exchange/store credit only.
- Items that are marked down 50% or more are final sale.
- For returns on sale items, you'll need to cover the cost of shipping the item back (sorry dudes, but we aren't made of $$).
- All product needs to be in like-new condition (tags/packaging still attached, footwear can't be worn outside).
- Any product defects/issues will be handled on a case-by-case basis.
To initiate a return/exchange a product, simply email firstname.lastname@example.org we'll email you a return shipping label. Once we have the product back, we'll give it a quick inspection and send out the replacement/issue a credit/refund as required. Since everything is being shipped via Expedited Parcel, it's all quick and relatively painless (we promise).
If you have ANY questions at all, don't hesitate to give us a shout. Either hit us on the website's chat app, or email us at email@example.com.
If you are returning an item during our curbside hours, we can issue the exchange/refund on the spot.
Please note that we charge a $20 restocking fee for any products that require meaningful cleaning upon return (E.G. deodorant marks, scuffs on shoe soles, etc). If you return the product clean with tags attached, there's nothing to worry about.
Where do your products ship from?
Our storefront is located at 1175 Queen St E Toronto Ontario. We’re a local small business, so we don’t have a warehouse, distribution centre or anything like that -- everything’s shipped from our stockroom. The people you talk to on the phone are the same as on our chat app and are the same people packing your orders. So don’t worry -- you’re in good hands from start to finish.
How long long does curbside pick-up take?
If it’s during store hours, we’ll pack your order within an hour (or so) of receiving it.
If it’s outside of store hours we’ll pack it when the store opens the next day.
Either way, it’ll be super-quick and you’ll receive an email when it’s good to go!
How long does it take to ship online orders?
We’re doing our best to ship all orders within one day of receiving them. That being said, there’s a ton of orders these days, so there might be a day delay here or there. But we’re a dedicated team and will do everything we can to get your order out ASAP.
Can I try anything on?
Unfortunately you can’t before you purchase anything, but we can help you out in a few ways…
- We have a bench outfront where you can try on any footwear or accessories before you take them home. Shoes don’t fit? No problem! We’ll get you into the right size/model and process the exchange on the spot!
- Message us! Our staff is monitoring our website’s chat messenger 24/7. Ask us any questions you may have about product specs, fit or recommendations and we can help you shop with confidence.
- Call us! Call the storefront during our curbside hours and we can answer any questions you’ve got! (416) 465 6660.
Can I get a refund on sale/clearance items?It depends. We offer refunds on regular priced items and items marked down 25% or less. Items marked down 26% or more are exchange only.
All returned items need to be in unworn/like-new condition (tags attached, shoes not worn outside). Any returns that don’t meet this criteria will be shipped back to the customer at their expense.
Can I track my shipment?
Anything that ships with Canada Post is expedited, so you’ll receive an automated email with the tracking info when it ships out.
Anything shipped locally won’t have a tracking number, but you will receive a notification when it goes out for delivery. You’ll then receive the parcel within the next two-to-three days.
Take care and wash your hands!
- The Culture Athletics Team