Shipping Policy

Due to the Easter Holiday weekend:

Couriers will not operate between Friday, April 7th and Monday, April 10th. Normal shipping operations will resume as of Tuesday, April 11th.

We will do our best to ship any orders placed on Thursday, April 6th to be picked up the same day. If we are unable to, then your order will be scheduled to ship on Tuesday, April 11th.

During this time, we will still pack and prepare your order for shipment.

You will receive shipping confirmation with tracking information, however, the tracking information will only be updated once picked up from our warehouse on Tuesday, April 11th at 5:00PM EST.

Canada

Orders $100 or more -

• FREE standard shipping - some exclusions apply*

*Raffles and products marked as limited release do not qualify for free shipping.

Orders under $100 - 

• Standard Shipping: 1 - 7 business days*

Eastern Canada - $9.99 + applicable taxes

• Quebec, Ontario, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland and Labrador

Western Canada - $17.99 + applicable taxes

• Alberta, British Columbia, Manitoba and Saskatchewan

Yukon, Northwest Territories, and Nunavut - all shipping costs are calculated at checkout. These territories are not eligible for flat rate or free shipping promotions. 

Express Shipping: 1-3 business days*

Shipping cost will be calculated at checkout. We will select the fastest shipping method currently available to us. Express shipping may not be available in your province or territory. 

Couriers:

Canada Post, FedEx, UPS, Purolator and Canpar

Standard Shipping: 1 - 7 business days*

Express Shipping: 1 - 3 business days*

You will receive tracking information once your order has shipped. Please follow the link to the courier page to track your delivery status. 

Depending on the courier used they will try to leave the package in the recipient’s mail receptacle. If the item doesn’t fit or the receptacle is full, they will attempt to deliver the item at the door. They may require a signature upon delivery. Due to COVID-19, if the recipient refuses to sign, they will obtain a verbal signature. If the recipient is not home, they may leave a notice with pickup instructions or re-attempt delivery the following business day.

By placing your order with us at Off The Hook, you understand and agree to the risks involved in receiving shipments. You are responsible for staying up to date with the tracking information given to you. 

Please ensure that you or someone in your household is available to receive the package. 

*Delivery times are estimated only - we are unable to guarantee a delivery date. Your delivery time may be impacted by the weather. 

Please contact our Customer Experience team for assistance via email cs@offthehook.ca  

Standard shipping rates will be calculated at checkout.

Standard International Shipping: 4-10 business days

All orders require signature upon delivery. Due to COVID-19 if the recipient refuses to sign, they will obtain a verbal signature. If the recipient is not home, they may leave a notice with pickup instructions.

Delivery times are estimates only - we are unable to guarantee a delivery date.

You will receive tracking & delivery information via email once your order has been shipped.

Taxes, Duties & Customs Charges are the responsibility of the customer upon delivery.

Due to supplier agreements, certain items cannot be shipped outside of Canada. This information is displayed on the product page. If you attempt to checkout with one or more of these in your cart - you will not have the option to complete your purchase. This is out of our control.

1021 STE CATHERINE O MONTREAL, QC H3B 1H1

Please allow us up to 24 hours to process and prepare your order for pickup. During sales periods and holiday seasons, the increased order volume may result in longer processing time.

You will receive a “ready for pickup” email notification when your order is ready for pickup. 

When picking up your order, please provide the following information to the cashier

• Your order number 
• Government issued picture identification 

If you haven’t picked up your order within 7 days of receiving the “ready for pickup” notification: 

We will contact you via email to schedule a pickup time at our store or set up a shipping method with you. Standard shipping charges may apply. 

If you do not reply after 3 attempts, we will cancel your order and return the products into our inventory. You will be issued a refund and a $10.00 restocking fee will be deducted from your refund.

If you placed an order for shipping and want to change it to in-store pickup. Please do not go to the store to pick it up. Your order may be at our warehouse preparing for shipment or already in transit.

Please contact our Customer Experience team directly via email cs@offthehook.ca  

If you received an email notification that your order has been delivered but you can’t find it:

• If your courier is Canada Post, please check your community mailbox or parcel locker
• Check around your car, patio or under your stairs (they may try to hide it from being stolen)
• Check with your neighbours who may have received it on your behalf or accidentally
• Check with your office, apartment or condo reception within your complex

If you are still unable to locate your package, please contact our Customer Experience team directly via email cs@offthehook.ca 

By placing your order with us at Off The Hook, you understand and agree to the risks involved in receiving shipments. You are responsible for staying up to date with the tracking information given to you. Please ensure that you or someone in your household is available to receive the package. We are not responsible or liable for lost or stolen packages. 

We will, however, do our best to help accommodate and open an investigation with the courier. Opening a claim or investigation is a lengthy process. 

Please be patient while we work this out with you. 

When placing your order, you are responsible for ensuring accurate shipping information as well as being available to receive your package. 

• If you refuse your order upon delivery, or 
• Nobody was available to accept your order after the delivery attempts, or
• Your order is left unclaimed at the shipping courier/post office, or
• The address provided is not accurate enough for the courier to deliver to

Your order will be returned to our warehouse. We will contact you to set up a new delivery, however, we will need to apply additional shipping charges. 

If a new delivery cannot be made, we will cancel the order, issue you a refund and all shipping charges deducted from your refund. 

Due to carrier restrictions and/or the risk involved, we may refuse to ship to these addresses. These orders may be canceled as a result. We do not guarantee delivery to these addresses.

Once your order is placed, please allow us 1-2 business days to prepare your order before it ships. Products are pulled from both our store and our warehouse in Montreal, Quebec. 

All orders are assembled and shipped from our warehouse between Monday-Friday. 

During peak sales periods and holiday seasons, the increased order volume may result in longer processing time.

We may contact you if we need additional information to process your order (shipping address is invalid). This may result in a delay in processing your order.  

If a product purchased is no longer available or out of stock after placing your order:

• We will cancel the order and issue you a full refund to the original payment method

If you purchased multiple products and the order can be partially fulfilled: 

• We will refund you for the missing item(s) to the original payment method and ship the items that are available in your order
• We assume that by placing your order - you intended to purchase all available products. 
• If your order qualified for free shipping, we will still honour free shipping
• We will not cancel the entire order. 

Our Customer Experience team will contact you via email to let you know if we experience any issues while processing your order. 

We work very hard to process your order quickly. You may only cancel your order if it hasn’t shipped yet. 

If your order has been shipped then you will need to follow the returns process instead. All shipping charges will be deducted from your refund. 

If you would like to cancel your in store pickup order, there is no fee if requested within 7 days of placing your order. If it’s been more than 7 days, a restocking fee of $10.00 will be deducted from your refund. 

Please contact our Customer Experience team directly via email cs@offthehook.ca  

Provide the following information when canceling your order:

• Order Number
• Reason for the cancellation