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FAQa

 

FREQUENTLY ASKED QUESTIONS
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ONLINE ORDERS & SHIPPING

*For more details on shipping and for our full shipping policy, please visit our Shipping page

01. What days do we ship to the USA and Canada?
-We ship to the United States on Monday, Wednesday and Friday morning. During Nov, Dec, and Jan we add additional shipping days as we need them to keep up with the inevitable increase in orders. We ship within Canada Monday-Friday.

02. Do I have to pay duties and taxes?
-All orders shipped within Canada are subject to the applicable provincial taxes of the destination province. For example, in Ontario (13%) is charged but if we are shipping to BC you would only pay the 5% tax.
-For orders going to The United States we will cover all the duties and additional fees.

03. How can I get tracking for my package?
-When you place an order, you will receive a confirmation email with the purchase invoice. The order will be “awaiting fulfillment” while it is picked and packed in our warehouse. Once the order ships, you will receive another email notification with a tracking number that you can follow through the carrier’s website.

04. My tracking number says “shipment information sent to FedEx” Has it shipped?
-We are located in Canada and we need to send all our orders going to the USA through US customs. US Customs is open Monday-Friday 9-5. If we send a package out on Friday it will say “shipment information sent to FedEx” until your package is scanned through Customs and enters the FedEx system. Please note the estimated delivery date that you see with your tracking number is accurate even if Customs is yet to process your package.

05. Why is my tracking number not being updated?
-FedEx or Canada Post oversees the shipments of all our orders. Our customer service representatives do not have more information. If you are concerned with the length of the delay since an update, we can open a service ticket with the Carrier to investigate the situation. Please note that all delays are out of our control. In no cases will we issue a refund or ship another product if the service ticket is still open and under investigation.

06. The website says product unavailable. Do you still have it?
-When you see product unavailable it means we do not have the product at our warehouse location. Please feel free to give us a call and we can check our retail locations and see if we have the item available anywhere else.

07. Can I buy items in the store, online?
-Although we both operate under the same Corbetts banner we do have 2 different inventories. If you see an item in the store and would like to ship it to a different location please call the online store with the product SKU and shipping address. We will try our best to work with you and find a solution. Because we are shipping the item(s) as opposed to selling it in the store there might be a difference in price.

08. Can I pre-order or reserve a product?
-No, it is not possible to pre-order or hold products.

09. Are items in my shopping cart automatically reserved?
-No, including an item in the shopping cart does not reserve it or guarantee its availability. Some much-in-demand items may go out of stock before you confirm your purchase despite being available when you added them to your shopping cart.

10. How do I get an invoice for my order?
-After completing the purchase with a payment, we release an invoice to the email address on your order within 10-15 minutes.
-If you have not received them email within 10-15 minutes, first check your spam filter. If your email address is on Gmail, check in the promotion tab. Also make sure that you have not made any mistakes in the spelling of your email address. You can check your personal information by logging into your Corbetts Account.
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If there are no errors and you still haven't received it, then feel free to contact our Customer Service directly to help you by emailing info@corbetts.com

11. My order has been shipped, when can I expect it?
-To see shipping times within Canada click here. To see shipping times going to USA click here. Please keep in mind that these maps are only representative of the transit time.
-Please note that during checkout, the estimated time of arrival is approximate and is subject to change as a result of changes to orders during processing, or shipping delays with the carrier.

12. Can I use my Corbetts Gift Card Online?
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All product online can be purchased with a gift card, however to use and process the gift card we need to take your order over the phone. Please give our online department a call Monday-Friday between 9am-5pm and any of our customer service representatives can process your order with a gift card. Contact us at 1-888-766-9360

13. Why is my payment method for my order being declined?
-If you are having issues checking out with your online order at the payment screen please triple check your billing information is correct on your order. If you are still receiving a declined or error message, please contact our online department Monday- Friday 9am-5pm at 1-888-766-9360 or e-mail us at info@corbetts.com and we can help process your order over the phone.

14. What does "Awaiting Fulfillment" mean?
-When your order status reads "Awaiting Fulfillment", this means we have received your order and are in the process of preparing your order for shipment. Please keep in mind our fulfillment times vary throughout the year. Our current fulfilment time is 6-8 business days.

15. How can I pay for my order?
-We currently accept Visa, MasterCard, AMEX, PayPal or Google Pay.

16. How long do I have to pick up my online order at the retail location?
-Orders must be picked up within 14 days of receiving the Order Ready for Pickup email notification. If you do not pick up your order, we will cancel your order and refund your order total

17. What's the difference in your shipping options?
-We offer different ranges in shipping choices, for a full list of our shipping options and what they entail, please visit our Shipping page for all of the details.

18. Can I have my order shipped to a P.O. box?
 We ship orders with FedEx and cannot ship to PO Boxes on International/US Orders. If you have a PO Box in Canada, we will ship your order with Canada Post, using the shipping method of your choosing.

19. Why did I not receive all my products?
-In some instances, our boxes are not big enough to fit the whole order. In those instances, we ship the products in multiple parcels. We have special boxes for skis and snowboards and those products are often shipped separately.

 

PRICING & DISCOUNTS

01. Are the Prices in USD or CAD?
-All prices are in Canadian Dollars (CAD) and do not include any tax that may or may not be charged.

02. Do you offer CSIA or similar discounts?
-Please contact the retail location for information.

03. How can I sign up for the newsletter? Will the email include notification of sales?
-Scroll to the bottom of any page on Corbetts.com you will see a spot to put your email address and hit subscribe. By subscribing to our newsletter you will be kept in the loop abut all our upcoming sales and events.

04. Do you offer Price Adjustments on items that have gone on sale?
-End of Season Price Matching – If you are within your return window and the products are unused, we will apply the difference in price to your Corbetts account. NO REFUNDS WILL BE ISSUED BACK TO YOUR METHOD OF PAYMENT.

RETURNS & WARRANTIES

01. What is the return policy? Is it different from clearance to regular price?
-Corbetts.com honors a 14 day money-back policy on all regular priced merchandise. If you are not satisfied with your purchase and the product(s) are new and unused with the tags and labels attached, you may return the product(s) for a full refund.
-You have 14 days from receiving your item to start the return process.

Please see our Returns page for additional information.

02. The item I am looking at says "Final Sale", what does this mean?
-Items marked as Final Sale are not eligible for returns, exchanges, or credits. For more details on our return policy, please click here.

03. Can I return an item to the retail location? Pick up vs shipped?
-You may certainly return an item to the store. If we shipped you an item and you would like to return it to the store we charge a $20 restocking fee. If you are local and able to drop the item off we recommend coming in to the shop to pick your order up to ensure the item will work for you.

04. I think I have a warranty issue?
-If you feel like you have an item that is experiencing warranty issues please take pictures of the problem and send them to info@corbetts.com. Please also include any information relating to your purchase so we can reference your original invoice. Please click here for additional warranty information.

RETAIL LOCATION AND ORDER PICKUPS

01. How long will it take until I can pick up my order?
-It usually takes us 72 hours to get an online order transferred to the retail location for pick up (this can vary depending on the time of year and order volume). We are not open on the weekend so any orders placed Friday afternoon, Saturday or Sunday will not be at the store until Tuesday at the earliest. You will receive an email confirming your order is available for pick up when it arrives at the store. Your order status will change from "Awaiting Fulfillment" to "Shipped" and you will receive an email notification when it is ready for pickup. If coming from out of town, we recommend calling our head office at 1-800-603-8580 or our retail location at 905-845-1561 to verify that your order is ready to be picked up, prior to making the trip to retrieve your order. Please have your order number and details available when picking up at the store.

02. What are the store hours?
-Please click here for store hours.

03. What do I do with my old junior equipment?
-If your equipment is 2 years old or newer we will offer you in store credit. Compensation will be based on the condition of the items. Please bring your items in to the store for evaluation. Please click here for additional information.

BINDING INSTALLS

01. Binding Installation information
-We offer free installation on all ski and binding orders that are picked up at our retail location. If you would like to take advantage of this great offer please select in-store pick up. We will require you to bring in a boot so we can set the bindings up correctly. Please note that this is not a same day service due to volume of installs that need to be completed, if you are travelling from out of town, please call ahead.
-We no longer offer Binding Installs on online orders being shipped out. For liability and insurance reasons we cannot install bindings without having the customer present.