Faq

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.

You can select to pick up your online order at our Montreal store when you are checking out on our website. Please note we will let you know in approximately 24 hours when your order will be ready for pick up via email.

When you receive your ''ready for pick-up'' notification, please remember to bring a valid government-issued ID, along with your order confirmation email with you to pick up your order. 

Please note that you have up to 7 days from the time you receive this email to pick up your order.

If your order is not picked up within 7 days after we sent the ''Ready for pick up'' email confirmation - we will cancel your order and a $10 restocking fee will be applied.

If you are not able to come pick up your order, we can also ship it to you for a flat fee of $15.

For any inquiries about this policy, please email us at cs@offthehook.ca

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.

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 cs@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 cs@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 cs@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.

It’s free for orders over $175 CAD 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.