Help & FAQ's
Order Status Overview
UNDERSTANDING THE STATUS OF YOUR ORDER
If you signed and placed an order, the status of your order is available in the Order History section of your account after a period of approximately 1 hour. It is automatically updated each time your order advances through the process. If items within your order ship separately, your Order History information will be displayed for each item. Please see below for a list of status messages that will be used to inform you of your order status. Log into your account here: MY ACCOUNT LOGIN
If you checked out as a guest, you will not have access to order status or previous order history however you will still be able to track your order once it ships as you will be sent a tracking number via email. For more details on tracking your order, CLICK HERE.
STANDARD STATUS MESSAGES
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Order Created |
Your order has been submitted and the information you entered during Checkout is being processed. In this status, you will notice the option to cancel your order if you have changed your mind or discover an error that was made with the items selected or address information that was entered. |
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Order Shipped |
The items have shipped from a fulfillment centre and are on their way to the shipping location requested. |
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Return received on: 00/00/0000 |
Returned items are being processed. If you returned an item to our warehouse, this status informs you that we have received the item. After your returned item is processed and your original order information is located, your refund will be issued to the original method of payment used. You can expect to receive a refund for a returned item within 30 days upon receiving it at the warehouse. |
ADDITIONAL STATUS MESSAGES
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Cancelled |
An error has occurred during the order authorization or fulfillment process. As a result, your original payment preauthorization will not be authorized and will drop off after a period of time; you will not be charged. Cancelled orders cannot be reprocessed and must be submitted again for different items on our website. |
HOW IS ORDER STATUS DIFFERENT FROM TRACKING INFORMATION?
The status of your order is supplied by SportChek.ca. It represents the progress of your order between the time it is placed and the time it ships from our warehouse.
Once your order leaves a fulfillment centre, it is handled by a carrier that may provide tracking information until your order is delivered. Please note that tracking information may not be available for up to 48 hours after an item is picked up from a fulfillment centre. Tracking information is accessible by clicking on the tracking link in your shipping confirmation email and/or from your Order History on our website when it becomes available.
All questions regarding the status of a package with a tracking number should be directed to the shipping company. We are unable to track or trace parcels in transit once they have been picked up by a courier.
Tracking Your Order
FINDING YOUR ORDER STATUS
The status of your order is easy to find:
- Check your email. You are required to enter an email address during Checkout, so that you will receive updates about the status of your order. Once all or part of your order has shipped, you will receive an email with a tracking number. If you selected store pick up for your order, you will receive an email to advise when it is ready to be picked up. Please do not go to the pick up location until you receive this email.
- Visit the website. You may sign in to your account for your Order History at any time. Information about your open orders, tracking, and past orders is available.
WHEN CAN YOU TRACK YOUR ORDER?
You will receive a tracking number in one or more emails as your order ships. At our distribution centres, tracking numbers are assigned to packages once they are finished be packed and are ready for courier pick-up. However, it may take up to 48 hours before the package is picked up and checked into the carrier's tracking system. Even when your package has already shipped from a distribution centre use and is on its way to the shipping destination, the carrier may not be able to provide any tracking information for your package for up to 48 hours.
Orders placed on SportChek.ca may be delivered by one or more different carriers.
NO TRACKING NUMBER ASSOCIATED WITH YOUR ORDER?
Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these instances, your Order History on SportChek.ca will not offer tracking information but will still offer order status and other details.
To learn the difference between tracking information and order status, please read the information provided below.
HOW IS ORDER STATUS DIFFERENT FROM TRACKING INFORMATION?
The status of your order is supplied by SportChek.ca and can be viewed by logging into your account and reviewing your order history. It represents the progress of your order between the time it is placed and the time it ships from a distribution centre.
Once your order leaves a distribution centre, it is handled by a carrier that will provide tracking information until your order is delivered. Please note that tracking information may not be available for up to 48 hours after an item is shipped. Tracking information is accessible from the tracking number link included in your shipping email and within your Order History on our website when it becomes available.
All questions regarding the status of a package with a tracking number should be directed to the shipping company.
Delivery of Your Order
Delivery of your order will depend on the fulfillment location (we ship from many locations across Canada) plus the amount of time it takes for a carrier to pick up and deliver your order. Although we will make every effort to ship your order in a timely manner, the delivery of your order may be delayed due to weather conditions, carrier delays, or other events out of our control.
An estimate of when a product is expected to leave a fulfillment centre is approx 2-5 business days and will vary due to location and increased volume during the holidays. We cannot guarantee the timing of when an order will leave a fullfillment centre and approximate delivery timelines are an estimate only.
CALCULATING DELIVERY TIME
Delivery Time = Fulfillment Centre Handling Time (up to 1-4 business days) + Carrier Shipping Time (up to 1-5 business days)
Fulfillment Centre Handling Time refers to the amount of time it will take for a location to receive, pick & pack your order.
Carrier Shipping Time is the amount of time it will take your order to travel from a fulfillment location to your destination.
Example: The item you ordered takes 1-4 full business days to leave a fulfillment centre. Depending on your location, it could take anywhere from 2-9 business days for the item to arrive from the date it was ordered.
Please note that business days are Monday to Friday, excluding statutory holidays.
Cancellations
If all or part of your order is cancelled, you will receive an order update notification via email. You will only be billed for items that have succesfully shipped. Once all or part of an order is cancelled, it cannot be reprocessed and a new order must be submitted again for different product/s. We do not accept backorders for products that have become unavailable.
CANCELLATIONS DUE TO ORDER PROCESSING DIFFICULTIES
Partial or full cancellations of an order may occur for various reasons which include:
- An item may become unavailable during fulfillment if the product is discovered to be damaged or defective. We will attempt to source the ordered item/s at all of our fulfillment locations prior to cancellation. If you receive a cancellation notice, all sourcing attempts have failed.
- Difficulty in processing your payment information
- Inability to ship to the address provided
CUSTOMER REQUESTED CANCELLATIONS
Our system is designed to process and ship orders immediately however you may have a small window of time to cancel your order depending on the ordering method:
- Order being shipped: Up to 1 hour after order placement
- Order being picked up in-store: Up to 15 mins after order placement
If your order is still within the 15-60 min timeframe you may attempt to cancel your order via the following methods:
- Click on the 'Cancel Order' button on the order confirmation page that is displayed immediately after you place an order
- Click on the 'Order Status' link on your confirmation email
- Sign into your account, view your order history, and cancel the order: SIGN IN HERE
- Call our Customer Service team: 1-877-977-2435
Note: Please do not email regarding cancellation requests as they will not be processed within the 15-60 min timeframe allowable to cancel an order.