Customer Care

Help & FAQs

Got a question? Read on to find answers to our most Frequently Asked Questions.

Stores & In-Store Promotions

We are carefully reopening locations as provincial governments permit. To see all participating locations and to learn more about the safety measures we are implementing to protect the health and safety of our team, customers, and community, click here.

Sporting Life offers a 60-day return period for all in-store and online purchases. Returns with a valid receipt can be made at any open location, and refunds will be issued to the original form(s) of payment.

We will only accept returns on items that are in its original condition: unworn, unused, and unwashed with all the original tags and packaging intact. We do not accept returns or exchanges on gift cards, swimwear, undergarments, or products that are worn or damaged. Gift cards, swimwear, and undergarments are FINAL SALE.

We also accept returns on online purchases by mail. Please see Returns and Exchanges for more information regarding online purchases.

Yes, we will be extending our return period for an additional 30 days once our stores reopen.

We will only accept returns on items that are in its original condition: unworn, unused, and unwashed with all the original tags and packaging intact. We do not accept returns or exchanges on gift cards, swimwear, undergarments, or products that are worn or damaged. Gift cards, swimwear, and undergarments are FINAL SALE.

If you are returning an online order that was purchased using PayPal, please bring the method of payment associated with your PayPal account. We will process a refund directly to that method of payment.

We will not accept returns on online or in-store items purchased prior to January 18th, 2020.

No. In-store purchases must be exchanged or returned at a reopened Sporting Life location.

Customers who received a Spend and Save coupon will be able to use this promotional coupon within 30 days of our reopening.

Order Issues

We cannot modify an order once it has been placed.

If you would like to change your order in any way (add new items, change the mailing address, etc.), place a new one with your preferred items and/or the correct information and contact our Customer Care team to cancel your order.

We can only cancel orders that have not entered the shipping process.

To cancel your order, please contact our Customer Care team as soon as possible.

At Sporting Life, we do our best to monitor product information to ensure accuracy. However, there are occasions where we experience an inventory error.

When an item goes out of stock, we remove it from your order and have the remainder of your order shipped. Rest assured that you will not be charged for the cancelled item(s). Please allow 3-to-5 business days for the changes to be reflected on your method of payment.

We sincerely apologize for this inconvenience.

When you place an order, we request pre-authorization from your method of payment. You will only be charged when your order has shipped.

In the event your order has been cancelled, we will void the pre-authorization. It may take 3 to 5 business days for your financial institution to remove the pre-authorization from your account.

We may have sent your order in multiple shipments. To verify, please check the shipping confirmation email and the packing slip included in the parcel. The packing slip will confirm which items you can expect to find inside.

If an item is missing, please contact our Customer Care team. We will do our best to find a solution as quickly as possible.

If your item is damaged, please contact the Customer Care team. Please include your order number and any other helpful details. We will do what we can to find the best solution.

A return or exchange may also be processed in-store at the discretion of the manager on duty. Please bring the damaged item, all packaging, and a valid receipt with you.

Customers can return the defective merchandise within 60 days of purchase for a full refund at any store location. Customers must present proof-of-purchase at the time of the return. After this 60-day window, customers will need to reach out to the manufacturer.

We cannot process refunds damaged items by mail.

At this time, we are no longer accepting online orders for bikes. Our teams are currently working to fulfill online bike orders placed before June 11, 2020, but cannot accept new requests.

To purchase a bike, please visit any of our reopened locations.

Shipping & Deliveries

We offer free shipping for orders over $99 before taxes. A flat-rate shipping fee of $10 (excluding tax) will be applied to orders under $99.

Yes, we’re offering curbside pickup at select locations! To learn more, click here.

We’re doing our best to process and ship orders out as quickly as possible. However, due to an increase in online orders, it may take up to 5 business days to receive your shipping confirmation with a tracking number.

We only offer one shipping speed: Expedited Parcel with Canada Post. Due to high volumes and the health and safety concern of our couriers, Canada-wide delivery times are delayed. It is currently normal to experience a delay between 7 to 15 business days after your order leaves our facilities. There may also be a delay of up to 7 days from the time your order leaves our facility to receive a tracking number from Canada Post. Once you receive a tracking number, please continue to track your package on www.canadapost.ca/track as delivery days may change.

We assign a tracking number to your package when it is ready to be shipped. There may also be a delay of up to 7 days from the time your order leaves our facility to receive a tracking number from Canada Post. Please be aware that Canada Post is experiencing delays due to exceptionally high order volumes and the impact of COVID-19 safety measures. Visit the Canada Post website for updates on service disruptions.

We will always do our best to send items in one shipment. However, your order may arrive in multiple shipments, depending on where your items are located in our fulfillment network.

During this time, Canada Post will not be requesting signatures for deliveries at the door. Carriers will leave your order in your mailbox or by the door if it is safe to do so. When this is not possible, a notice card will be left at the address indicating the post office where you can pick up your order.

Sporting Life does not offer shipping outside of Canada, with the exception of select Canada Goose styles that can be shipped to the United States.

Qualifying orders to the United States will be charged a $50 CAD flat-rate shipping fee, and deliveries may take up to 15 business days to arrive (3-5 business days to process your order and 6-10 business days for shipping). The total cost of your order will be reflected during checkout and includes relevant duties, taxes, and shipping. Your payment of method will be charged in Canadian dollars according to your invoice.

Payment & Price Adjustments

If your order is sent in multiple shipments, your method of payment will be charged for each shipment. Please keep in mind that you will never be charged for more than the amount quoted at checkout.

If the price for an item you have recently purchased has been reduced, we can happily perform a one-time sale adjustment at your request.

For qualifying items purchased online, please contact the Customer Care team within 14 days of placing your order. The item must be in stock and must be available in the same colour and size.

Please note that we cannot perform price adjustments for items included the following sale events:

  • Black Friday
  • Cyber Monday
  • Boxing Week
  • And other special and/or limited-time savings events, such as Flash Sales

Returns & Exchanges

Sporting Life offers a 60-day return period for all purchases made online. Returns with a valid receipt can be made by mail or at any of our reopened locations. Refunds on eligible items will be issued to the original form(s) of payment. Please see below for instructions on how to make a return by mail.

We will only accept returns on items that are in its original condition: unworn, unused, and unwashed with all the original tags and packaging intact. We do not accept returns or exchanges on gift cards, swimwear, undergarments, or products that are worn or damaged.

If you prefer to return your item(s) to us when our locations reopen, please note that we will be extending the return period for an additional 30 days once our stores reopen.

Online purchases can be returned by mail within 60 days of the shipping date. Our reopened locations will also accept online returns on a case-by-case basis.

To do so, please include a copy of your receipt in your parcel and use the pre-paid shipping label provided. If you did not receive a pre-paid shipping label or require a new one, please contact the Customer Care team. We would be happy to generate a new label for you.

Once our warehouse team has successfully received and processed your return, you will receive an email confirmation and a refund to your original form(s) of payment. Please note that processing a return can take up to 15 days after arriving at our warehouse due to the impact of COVID-19 and an increase in the volume of returns.

Returns made by mail may be subjected to a $10 (excluding tax) restocking fee. This fee is charged on a per order—not by item—basis and will be applied to your refund. There is no restocking fee for returns processed in-store.

If you did not receive a pre-paid shipping label or require a new one, please contact the Customer Care team. We would be happy to generate and email you a new label.

There is no restocking fee on orders returned in-store. The restocking fee only applies to returns made by mail.

Please return your item(s) to us by mail using the prepaid shipping label included in your package. (Please see above for instructions on how to make a return by mail.) Once our warehouse team has successfully received and processed your return, you will receive an email confirmation and a refund to your PayPal account.

At this time, we are unable to offer direct exchanges by mail. Please send your items back to us as a return (please see “How do I make a return?” above for instructions) and place a new order for your preferred size(s) and/or colour(s) at your earliest convenience. We will issue a refund once the original order has been received and processed by our central warehouse.

You can also exchange items from an online order at any of our reopened retail locations. To see a list of locations available for in-store shopping, click here.

Due to the impact of COVID-19 and an increase in the volume of returns, it may take up to 15 days to process a return once our warehouse team receives it. Please note that all returns are quarantined for three days before being released to our team. We do not process returns over the weekend.

We will notify you when a refund has been issued, and it may take 3 to 5 business days for it to appear on your original form of payment. We apologize for the inconvenience and appreciate your patience.

Customer Care

Need assistance?
Our Customer Care team will be happy to help you!

Due to high call and email volumes, please note that our Customer Care team is busier than usual during these unpredictable times. Responses may take longer than usual. We appreciate your patience.

  • Service Hours

  • Monday to Friday    9:00 am - 6:00 pm EST