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GENERAL INQUIRIES

Monday to Friday from 9am to 5pm however we do not work on holidays. Everyone needs some time off!

We aim to respond to all inquiries within a 24 hour delay from the time they are received...but most of the time, we’re quicker than that.

No, in an effort to localize all Customer Service requests and to better serve our clientele, our CS Department will only service requests that are placed via email.

No, in an effort to localize all Customer Service requests and to better serve our clientele, our CS Department will only service requests that are placed via email.

No, in an effort to localize all Customer Service requests and to better serve our clientele, our CS Department will only service requests that are placed via email.

- Your order was flagged as fraudulent by our fraud protection system.

- The items purchased are out of stock.

- Your order violated store policy.

Off the hook does not offer refunds however we do offer store credit in a form of giftcard.

So Any item purchased that has a discount more than 19%.

All our discount codes are valid for a certain period of time as indicated by the email, flyer or SMS .

Clients may only benefit from 1 promotional/discount code per purchase/transaction. Off the Hook reserves the right to change or update the terms of certain promotions and discounts without prior notice.

No, the promo codes sent to you are meant for you only and associated to your account.

RETURNS AND EXCHANGES

Off the Hook will only accept returns for store credit or exchanges with the item(s) returned within 15 days of its purchase in store or received for online orders.

The item is returned within 15 days of its purchase in store or received for online orders.

Original receipt is provided 

The item is not exclusive, limited edition or special release.

The item does not have a 19% or more discount (sale/clearance)

The item is not worn

The item has not been washed

The item has all its original tags

The item is not a swimsuit, underwear/boxers, face mask and socks.

The item does not fit

Return label and 2nd shipping label will be charged to the client

What will it cost me?

If you benefited from free shipping and you are returning your order you will be charged for all shipping fees.

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I changed my mind

Return label and 2nd shipping label will be charged to the client

What will it cost me?

If you benefited from free shipping and you are returning your order you will be charged for all shipping fees.

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The item is damaged

We will cover the shipping costs


I got shipped the wrong item

If the wrong item was shipped by our team we will cover the shipping fees

Send us an email to returns@offthehook.ca with your order number clearly stated in the Subject line. In the body of the email, indicate the number of items you wish to exchange or return as well as the reason why. Our team will send you an RA# and the next steps.

Please contact returns@offthehook.ca after having reviewed our returns and exchange policies. Off the Hook will not authorize returns or exchanges that are in direct violation of our policies. We reserve the right to refuse any and all returns/exchange requests that do not abide by our Terms and Conditions.

Send us an email to returns@offthehook.ca and your reason why. Our team will send you an RA# and the next steps.

All returns/exchanges will be credited/exchanged once received and inspected at our warehouse.

SHIPPING

It’s free for orders over $150 + tax within Canada. Free shipping is added automatically at checkout.

If your order does not qualify for free shipping we will calculate the shipping fees right before checking out.

Standard shipping fees which will be calculated at checkout.

Standard shipping fees which will be calculated at checkout.

FedEx for Canada, the USA and Internationally.

Once your order is placed, we require 1-2 business days to process your order. Additional time can be added depending on stock availability and peak shipping seasons.

Once your order has been processed it will take FedEx.ca

1 to 3 days to ship your order to Canada

5 to 7 days to ship your to the USA.

6 to 10 days to ship your order internationally

Yes, once the order has been shipped you will receive a tracking number via email.

You will be charged for the shipping and handling fees. It is the client’s responsibility to provide us with accurate shipping details.

We will charge you for the shipping and handling fees with a 20% restocking fee.

Off The Hook is not liable for any items lost, stolen, or damaged during shipment. Courier company holds full responsibility upon departure from Off The Hook's shipping facility. Customers are advised to file a loss/damage claim directly through the courier. Off The Hook will provide all necessary information needed to facilitate the claim, but will only initiate filing a claim if deemed a human clerical error on behalf of the retailer. Due to liability of courier, no refund or exchange will be given until the investigation is complete and the claim has been issued and reimbursed. Please note that while lost orders are one of our top priorities, package claims are a long and very extensive process and often take several weeks or more to complete.