Shipping & Returns

Answers to All of Your Shipping & Returns Questions

Does Fitshop.ca offer free shipping?

Yes!  Fitshop gladly ships qualifying orders with a subtotal of $69+ for free within Canada.  We use Canada Post Expedited shipping for free shipments.

Are there restrictions to free shipping?

Not all items on Fitshop.ca qualify for the free shipping offer. Since Fitshop.ca sells equipment of all sizes and weights, we are unable to ship everything on the website for free. Under each item that qualifies for free shipping, you will see 'Free Shipping on orders $69+'. If you purchase an item that isn't recognized as a free shipping item, there will be a shipping charge. For example, if your order contains $69+ of supplements and a 25 lbs kettle bell, there will be a shipping fee added to your total due to the heavy piece of equipment.

Also, there are certain postal codes that are considered rural shipping areas. These postal codes are subject to a flat rate shipping charge of a modest $8.95. Check the list below to see if your postal code is subject to the flat rate.

Note: In special circumstances where the shipping charge is extremely high, we may ask the customer to pay for more than the flat rate. In these cases, we will never charge your card without consent, but rather call or email you and figure out a reasonable course of action.

Due to extremely high shipping costs, residents that fall under the P0L postal code are required to pay full shipping fees.

How are the orders sent?

All orders are sent via Canada Post. Free shipping is Expedited, but you can upgrade to Xpresspost or Priority Courier at your choosing.

When will I receive my order?

All orders placed until 10am EST are shipped same day. If the order is received after 10am, we will send out on the next business day. Shipments are sent from Ottawa, Ontario. Please refer to the chart below for estimated shipping times.

Note: Weekends and holidays do not count as a shipping day.

Where do you ship?

We ship to Canada and USA exclusively. This includes all P.O. Boxes and rural roads.

How do I track an order?

Tracking your Fitshop.ca package is easy. As soon as your package leaves our warehouse, you will receive a shipping notification from Canada Post containing your tracking information. If you created an account before placing your order (we highly recommend this), you will find your tracking information in your My Account area. Simply click on "View order" for the order that you'd like to track and from there click "Track your order". You will be automatically taken to Canada Post with the proper tracking information.

If you did not create an account before making your purchase, you will also receive a notification from Canada Post when your order leaves our warehouse.

If you have not received a notification from Canada Post yet, please make sure to check your Junk or Spam folder before contacting us.

Americans

You may use the same tracking method while your package is in Canada. This means that you can follow it from our warehouse in Ottawa, Ontario, all the way to the US/Canadian border.

Tracking from this point forward will depend on two things. Whether you selected our US Expedited or US Xpresspost shipping option.

US Expedited shipping does not allow you to track your package once it has crossed over into US Customs. The arrival date that has been given to you by Canada Post, is indicating how long until the package reaches the border from our warehouse. Please allow for an extended 3-5 Business Day wait before the package arrives at your shipping address.

US Xpresspost shipping does allow you to track your package upon entering US Customs. Simply take the tracking number that was provided to you by Canada Post and enter it here...

http://www.usps.com/shipping/trackandconfirm.htm?from=home_header&page=trackandconfirm

If you have any further questions or you feel that your package might be lost or stolen. Please contact the Fitshop.ca directly.

The online tracking says my package has been delivered, but it's not here. What now?

Don't panic! When packages are loaded and scanned for daily deliveries by Canada Post, the tracking gets updated prematurely. Give it the day, you'll most likely get your package by the afternoon.

A second possibility is that the mail carrier left the package in a safe area close to or around your home. Check behind recycling bins or patio furniture. Dropping a package at your house is a judgement call by the mail carrier. Also, check with neighbours. Mistakes happen. It is possible that your package was delivered to a neighbour by accident.

Another scenario in which your order shows to be delivered happens when a card has been left on your door. Even though tracking shows delivered, it really means that a delivery was attempted. Canada Post will normally make 2-3 attempts before leaving it at the post office for pickup. If this is the case, bring two pieces of ID to claim your package.

My package never arrived, now what?

Not to worry, we will find out what happened and make sure you get exactly what you ordered. Please contact us immediately either by email: help@fitshop.ca or by phone 1-877-224-1881.

My package has been seized, what should I do?

Although it's a rare occurance due to circumstances outside of our control, some US orders get stopped at customs.

If your package is stopped by customs, you may or may not receive a notice from them. If the products are indeed illegal in your country, they will most likely return the package to us. If they do, there may be a return shipping fee. Once the package is received back by us, we will contact you by e-mail and refund you for the products, minus the shipping fees. You can also use this credit towards different products or have the package shipped again. We will help you out!

If the package is not sent back to us or if it is destroyed, we will not be able to refund any part of the purchase price. We apologize for the inconvenience and we hope you will give us a try again with different products.

We hope you can understand the reasons that we cannot refund you for seized products. Our goal is to make every customer happy!

Return Policy

Supplements

Sealed products within 10 days of receipt eligible for a full refund

Opened products within 10 days of receipt eligible for exchange or store credit

Opened products within 30 days of receipt eligible for exchange or store credit less 15% of sale price

Equipment

Unused equipment within 10 days for full refund

Used equipment within 30 days for exchange or store credit less 15% of sale price

DISCLAIMER:

We reserve the right to limit quantities. Note to customers in Nunavut, NWT, Yukon (and other remote locations)

We cannot be responsible for any customs restrictions, tariffs, or other regulations that may apply in countries outside Canada. If you have any questions, we encourage you to speak with your customs office, although we will ship any products you order to the address you provide and list contents as Nutritional Products as required by Canadian Laws. The laws are different in every country, they change often, and we cannot keep up with them all. The responsibility is yours to check with your country's Customs office to see if your country allows the shipment of products you ordered (or wish to order) to your country.

We will do our part and follow the exact directions in your order. We will ship the products that you pick to the address that you provide. We will give you the best service and ship it very quick at the rates that we have agreed to on our site with Canada Post. If for whatever reason the package is seized by Customs Officials, we will not issue you a refund unless all products are returned to us in their original condition. Most orders make it through customs fine; however, most orders that are stopped are returned to us. Also, if the package is returned to us by Customs Officials, you are still responsible for any shipping charges. You pay actual shipping charges based on the weight of the package.

Any duties or taxes that may apply are your responsibility.

By ordering from our site you are stating that you agree to the above paragraphs. Don't worry though, we rarely have problems with international shipments and almost all Canadian products are legal in almost all countries.

Fitshop.ca does not ship outside of Canada and the United States of America at this time.