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Shipping and returns
Order Shipping and returns POLICIES
GENERAL INFO
- All clearance/sale items are final sale
- Customer is responsible for all associated freight costs including; customs charges, duties, or tariffs
- We’re not responsible for any lost or damaged items in transit
- Return freight costs are refunded if item is determined to have a manufactured defect or verifiable error
- We reserve the right to inspect allegedly defective or damaged goods prior to awarding a refund or exchange
- Please reach out to our customer support if you are unsure that your purchase meets the return/exchange requirements. Non-authorized returns will be refused and the customer will be responsible for the fees for shipping the item(s) back.
UPDATE ON USA SHIPMENTS
Important Update: Temporary Suspension of U.S. Shipping
As of February 25, 2026, we have made the difficult decision to temporarily suspend all shipments from Canada to the United States.
Why this is happening: Recent updates to international tariff regulations and trade policies have created significant logistical complexities. To ensure we remain fully compliant and provide a consistent experience for our customers, we are pausing U.S. operations while we re-evaluate our shipping processes under these new rules.
What this means for you:
- New Orders: We are currently unable to accept new orders for delivery to U.S. addresses.
- Existing Orders: Any orders placed prior to this announcement that have already received a tracking number will be processed and delivered as planned.
- Returns: Our standard return policy remains in effect for previous U.S. purchases; please contact our support team for specific instructions.
We value our American community and are working hard to resolve these challenges. Our goal is to resume shipping to the U.S. as soon as we can guarantee a seamless delivery process.
Thank you for your patience and continued support.
SHIPPING & DELIVERY
Shipping Rates: We ship via courier. Tracking numbers are emailed once your order is processed.
Please note that tracking information will not begin to update until the package has been physically picked up and scanned by the courier. Receiving your tracking number indicates your label has been created, not necessarily that the order has left our facility.
- Ontario & Quebec: $15.00 CAD
- Rest of Canada: $25.00 CAD
- United States: $75.00 CAD - currently suspended
-
International: $100.00+ CAD (depends on location, may change at checkout)
Duties & Taxes
-
International: Orders may be subject to customs duties and taxes determined by your local authorities. These fees are the responsibility of the customer and are paid upon delivery.
If a shipment is refused upon entry into the destination country due to unpaid duties and taxes, the package will be returned to our facility. In these instances, the original shipping fee is non-refundable. Furthermore, any return shipping costs and customs fees incurred during the return process will be deducted from your final refund.
Delivery Times
- Canada: Typically 1–7 days from the ship date.
- International: Varies by location. Contact us for estimates
EXCLUSIONS TO RETURN/EXCHANGE POLICIES
Discounted items, sale items, signed memorabilia, game-worn jerseys, gift cards and customized jerseys are a final sale, returns and exchanges are not accepted on these items.
Flash sales, Cyber Monday, Black Friday, Fan Appreciation & Boxing Week sales are all final sale and cannot be exchanged or returned. Stanley Cup playoff merchandise is final sale.
RETURNS
Our policy is a full return within 30 days if the product is accompanied by a receipt and is in its original condition (tags must be on, product unused, free of stains and odours). Please note, if an item is returned with stains or odours it will be returned to the customer.
When you package your order up for return make sure to include a note with your order number and a reason for return or send us an email through our contact page.
Ottawa Team Threads is not responsible for any shipping costs associated with your return package. Unless otherwise stated all returns can be made with the courier of your choice, please email us a copy of the return shipping tracking number so we can be kept up to date with your order return/exchange.
RETURN ADDRESS
Attn: Ottawa Team Threads
1000 Palladium Drive,
Ottawa, Ontario
K2V 1A5
Outbound shipping fees from the original order are not refundable.
The Ottawa Senators Hockey Club will be pleased to refund any shipping costs from your original order and refund the product, if the product was defective, damaged or there was an error that we made.
Please contact us for further guidelines.
Your refund will be processed within a reasonable time frame and will only be issued to the credit card used to make the original purchase.
RETURNS FOR IN STORE PURCHASES
Returns for in store purchases must be made in person to any of our Ottawa Team Threads locations (CTC Arena & Byward Market). Mail in returns are not accepted for in store purchases
Holiday Return/Exchange policy
All items purchased after November 15th are eligible for a return or exchange up until January 10th. Tags and receipt must be present. Tags must be affixed to the item. Gift receipts are for exchange only.
EXCHANGES
If you are looking to exchange a product for a different size, please reach out to us for verification that we have the size in stock you need.
Once verified, please send your package to the address below using the courier of your choice. Once the parcel is received & verified by us, we will ship you the requested size.
Ottawa Team Threads is not responsible for any shipping costs associated with your request for exchange.
Exchanges for in store purchases must be made in person to any of our Ottawa Team Threads locations (CTC Arena & Byward Market). Mail in exchanges are not accepted for in store purchases.
RETURN / EXCHANGE ADDRESS
Attn: Ottawa Team Threads
1000 Palladium Drive,
Ottawa, Ontario
K2V 1A5
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