Shipping and returns

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	$15.00	1–4 Business Days
Rest of Canada	$25.00	3–7 Business Days
United States	Temporarily Suspended	N/A
International	$100.00+	Limited Locations

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

🌎 International Duties & Taxes

Are duties and taxes included for International orders?

No. International customers are responsible for all customs charges, duties, or tariffs. These are determined by your local authorities and paid upon delivery.

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

⚠️ Important Update: USA Shipments

As of February 25, 2026, shipping to the United States is temporarily suspended. Due to shifting international tariff regulations, we are pausing U.S. operations to re-evaluate our logistics.

Existing Orders: If you already have a tracking number, your order is on its way.
Returns: Previous U.S. purchases are still eligible for returns under our standard policy. Please contact support for instructions.

🔄 Returns & Exchanges

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

Return Requirements:

Condition: Items must be in original condition (tags attached, unused, free of odors/stains).
Proof of Purchase: A valid receipt or proof of order is required.
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 boutique (in-store) purchases. Online orders can be returned at our store locations.

CTC Arena Store (1000 Palladium Drive)
Byward Market Store

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.

Use the courier of your choice.
Email us your tracking number so we can monitor the arrival.
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.

❓ Frequently Asked Questions

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! Please Contact Support first 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.