Shipping / Returns
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 FedEx 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 FedEx, using FedEx rates. They will be trackable and delivery times will take from 3-9 business days.*
*Off The Hook will not be held responsible for delivery times estimated by Fedex or any other third party services used.
RETURNS / EXCHANGES
Please contact us 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.
Off The Hook will accept returns for online store credit and exchanges 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. All orders purchased during sales are FINAL; no exchanges or refund.
*All returns for Online Store Credit does not include Shipping Fees.
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.
When returning an item it 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
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 claim, but will only initiate filing 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.