Shipping / Returns

SHIPPING

  • Off The Hook processes orders on weekdays (Monday through Friday, excluding holidays)
  • Orders are typically processed within 24-48 hours of receiving payment. Packages ship from our shop in Montreal, Canada.
  • We ship to Canada, to the United States and to most International destinations. Unfortunately, we cannot ship packages to US Territories (Puerto Rico, Guam, US Virgin Islands, American Samoa), Post Office boxes, or to forwarding courier service providers.
  • All purchases shipped within Canada will be charged using Canada Post rates, items will be trackable and delivery times will vary from 2-7 business days.*
  • Orders to the contiguous United States and International will be shipped by Canada Post, using Canada Post rates. They will be trackable and delivery times will take from 3-9 business days.*
  • Please note, you will be paying for shipping only at checkout. Taxes and Duties are not calculated at checkout and you, the customer are responsible for paying these Taxes and Duties if applicable. These are not calculated by OTH and any refusals or return shipping will not be reimbursed.
  • Customers located within the Greater Montreal Area have the option to have their purchase delivered same-day or next-day with BoxKnight.  For BoxKnight Same-Day Delivery, all orders placed before 1pm on a business day will be fulfilled before 10pm that same day.  For BoxKnight Next-Day Delivery, all orders placed before 11:59pm will be fulfilled the next day before 10pm.  We recommend putting your residential address.  All BoxKnight deliveries come with SMS updates and live tracking.  
  • As lenses are individually cut and fitted into the frames, all Vintage Frames orders will be shipped within 2 business days of the day of purchase. Please note that Vintage Frames products may also be shipped separately from the rest of the order. *Off The Hook will not be held responsible for delivery times estimated by Canada Post or any other third party services used.

    RETURNS / EXCHANGES 

    • All limited release product, collaborations, frenzy orders, sale items, and items purchased using special discounts/sale promotions are final sale and cannot be returned.
    • Off The Hook will accept returns and exchanges for online store credit within 7 days of item delivery as long as the return item has not been worn and is in the same condition it was when shipped out. Customers will be granted an online store credit equal to the amount of item(s) returned or exchanged. Any items not received back in the condition in which they were purchased will be subject to a 20% restocking fee. Returned items must meet the following criteria : 
      • All items must be unused
      • Clothing must be clean and unwashed with all tags attached
      • Once clothing has been worn and/or washed it cannot be returned or exchanged
      • Shoes must not be worn outside, once shoes have been worn they cannot be returned or exchanged
      • All shoes should be returned in their original packing
    • Please contact online@offthehook.ca before returning any purchase. We will authorize your return / exchange and provide you with an RA# that will need to be clearly marked on the outside of the returned package. No return or exchange will be accepted without the correct RA#. Proof of purchase must also be included with the return.
    • Once an order is placed it cannot be cancelled. Once the order is received, you can send the item back after contacting us for an authorization. Customers will be granted an online store credit equal to the amount of item(s) returned or ExchangeAny items not received back in the condition in which they were purchased will be subject to a 20% restocking fee.
    • The customer is responsible for all shipping costs ; including the return of the item and the shipping for the exchange. We are not accountable for returns that are lost or damaged in the post. For your protection, we suggest you return your goods via recorded or registered post. Any queries please contact us.
    • All orders purchased during sales are final ; no exchanges or refund. 

    Read more here

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