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At Ottawa Team Threads, we want to get your gear to you as quickly and transparently as possible. Below you will find everything you need to know about our shipping rates, delivery times, and how to make a return.

🚚 Shipping Rates & Delivery

We ship all orders via professional courier services. Once your order is processed, you will receive a tracking number via email.

Destination Rate (CAD) Est. Delivery

Ontario & Quebec

$17.00
FREE shipping over $250

1–4 Business Days

Rest of Canada

$27.00
FREE shipping over $250

3–7 Business Days

United States

Temporarily Suspended

N/A

International

$100.00+

Limited Locations

Processing & Delivery

All orders are shipped via professional courier services. Once your order is dispatched, you will receive a tracking number via email.

  • Ontario & Quebec: 1–4 Business Days
  • Rest of Canada: 3–7 Business Days
  • International: Varies by destination — limited locations available
  • United States: Temporarily suspended as of February 25, 2026


Note on tracking: A tracking number indicates your label is ready and the package is preparing for pickup. Tracking information updates once the courier physically scans the package.

🌎International Duties & Taxes

International customers are responsible for all customs charges, duties, or tariffs imposed by their local authorities. These fees are not included in your order total and are collected at the time of delivery.

If a shipment is refused due to unpaid fees, the package will be returned to us. Original shipping fees are non-refundable, and any return shipping costs or customs fees incurred will be deducted from your final refund.

🇺🇸 USA Shipments — Temporary Suspension

As of February 25, 2026, shipping to the United States is temporarily suspended while we re-evaluate our logistics in response to shifting international tariff regulations.

  • Existing orders with a tracking number are on their way.
  • Previous U.S. purchases remain eligible for returns under our standard policy. Contact support for instructions.

Questions?

Contact our support team here

🔄Returns & Exchanges

If something isn't right, you have 30 days from the date of purchase to return or exchange your item.

 

Return Requirements:

  1. Condition: Items must be in original condition (tags attached, unused, free of odors/stains).

  2. Proof of Purchase: A valid receipt or proof of order is required.

  3. Packaging: Include a note with your Order Number and the Reason for Return.

 

🚫 Final Sale Items (Non-Returnable)

To keep our prices competitive, the following items are Final Sale and cannot be returned or exchanged:

  • Clearance & Sale Items

  • Customized or Personalized Jerseys

  • Signed Memorabilia & Game-Worn Jerseys

  • Stanley Cup Playoff Merchandise

  • Gift Cards

  • Specific Sale Events: Black Friday, Cyber Monday, Boxing Week, Fan Appreciation, and Flash Sales.

 

📍 How to Return

Option 1: In-Store (Fastest & Free)

Items purchased in-store must be returned in person to one of our physical locations. We cannot accept mail-in returns for in-store purchases. Online orders can be returned at our store locations.

  • CTC Arena Store (1000 Palladium Drive)

Option 2: By Mail (Online Orders Only)

This option is available for online orders only. Customers are responsible for return shipping costs unless the item is defective or we made an error.

  1. Use the courier of your choice.

  2. Email us your tracking number so we can monitor the arrival.

  3. Ship to:

    Attn: Ottawa Team Threads

    1000 Palladium Drive,

    Ottawa, Ontario, K2V 1A5

 

🎁 Holiday Policy

Items purchased between November 15th and December 24th are eligible for return or exchange until January 10th.

  • Note: Gift receipts items are valid for exchange only.

SHIPPING FAQs

How much does shipping cost within Canada?

We offer flat-rate shipping: $15 for Ontario/Quebec and $25 for the rest of Canada. Customers who spend over $250 will get free shipping on eligible orders in Canada.

Do you ship to the United States?

As of February 25, 2026, we have made the difficult decision to temporarily suspend all shipments from Canada to the United States.

For full information visit our Shipping Page

Do you ship Internationally?

Yes we do ship Internationally (with some country exemptions).

Please note: International shipments may incur customs duties and taxes based on your country's regulations. These fees are determined by your local customs authority and are payable by you upon delivery. We have no control over these charges and cannot predict their amount.

How long will it take for my order to arrive?

Most orders can take anywhere from 1-5 days from ship date (not order date) within Canada. International orders can vary widely based on location (contact us if you need an estimate)

Can I track my order once it has shipped?

Absolutely! All online orders will come with an email containing your tracking number once your order has been processed.

What should I do if my package is marked as "Delivered" but I haven't received it?

Once your package has been been picked up by a carrier it becomes their responsibility and they must be contacted (most carriers have a missing package section on their website which can provide with the steps you need to take (Canada Post Missing Package Page) If you have any issues or need more help; contact us via our CONTACT PAGE and let us know and we can walk you through the process of tracking it down and possibly submitting a missing package claim.

What if my item is defective?

If a product has a manufactured defect or we sent the wrong item, we will refund your original shipping costs and cover the return freight. Please contact us immediately for inspection.

Can I exchange for a different size?

Yes! PleaseContact Supportfirst to verify we have your desired size in stock. Once confirmed, mail your item back, and we will ship the new size once your parcel is verified.

📦 International & U.S.A. Shipping

Will I have to pay customs fees or import duties?

In most cases, Yes. International orders (outside Canada) are subject to duties and taxes determined by the destination country. These are not included in your checkout total and must be paid by the recipient upon delivery.

How much will the customs fees be?

Fees vary by country and order value. We recommend checking with your local customs office before placing an order to avoid surprises.

What happens if I refuse to pay the customs fees?

If a package is refused, it will be returned to us. We will refund the cost of the items minus the original shipping fees and any return shipping costs incurred.

How long does international shipping take?

International orders can vary widely based on location (contact us if you need an estimate)

How much does international shipping cost?

International shipping is currently a flat rate of $100 CAD. This rate is subject to change without notice.