Shipping policy

Shipping policy

All orders are processed within 1 business day (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

Domestic Shipping Rates and Estimates

Shipping charges for your order and approximate delivery dates will be calculated and displayed at checkout. These will vary based on your location, the items you ordered and the type of shipping you select.

During peak seasons such as during the Christmas holidays, there may be unforeseen delays or other postal service problems that are outside of our control.

In-store pickup

You can skip the shipping fees by using free local pickup at our Brossard, QC store. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 2 business days. We will send you an email when your order is ready along with instructions.

Our in-store pickups are available by appointment only. You can book your appointment using this link. Please have your order confirmation email with you when you come.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at info@imexsport.ca with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs. Please see our full refund policy for more details.

Tracking says my order was delivered but I did not receive it

Take a look at your delivery notification, it should tell you who signed for the package, and some courriers will also take a picture of where the package was left. Please look around your door or porch, inside your mailbox and in any place a delivery person can place a package out of sight. Please also check with your neighbors who may have picked it up for you.

If you still cannot find your package, please email us as soon as possible at info@imexsport.ca with your order number and any relevant information you may have regarding this. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

In any case, Imex Sport cannot be held liable for any lost or stolen package once the package is marked as delivered by the courrier. We will however do our best to coordinate with the courrier to find your package.

An item is missing from my package

Please email us at info@imexsport.ca within 2 business days with your order number and your name. We will look into it for you.

Delivery issues

Packages that are undeliverable due to customer error can be reshipped at the customer's expense. This includes but is not limited to: wrong or incomplete shipping address, missing appartment number, delivery refused at the door, unavailable to sign for the package, not picked up at the post office within the pickup delay, etc.

Late deliveries

We strive to ship all of our orders within 1 business day, but once the packages are with the courriers, we have no control over shipping delays. If you have any concerns regarding late deliveries, please email us at info@imexsport.ca. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

Damaged items

In the event that your order arrives damaged in any way, please email us as soon as possible at info@imexsport.ca with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

Product availability

If an in-stock product that you ordered is no longer available (temporarily or permanently), we will contact you using the email address you provided when placing your order. You will have the option to wait for a restock of the item, substitute it for another that is in stock (we will credit or charge you for the price difference accordingly), or cancel either that item or your entire order.

All the items in your order will always ship together. If you knowingly place an order containing an out-of-stock product, the rest of your order will not be shipped until we receive the non-stock items. If you wish to have two separate shipments, please place two separate orders.

Other questions

If you have any further questions, please don't hesitate to contact us at info@imexsport.ca.