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FAQ

FREQUENTLY ASKED QUESTIONS
What should I do if my order arrives damaged or defective?

Here at Ace Athletics we take the quality of our products very seriously and we can assure you that any damaged or defective products will be compensated for.  Please send us an email that includes photos of the damages to info@aceathletics.com and we will have your new items shipped out ASAP!

What should I do if my order never arrived?

Please double-check your tracking information and estimated shipping times.  If your order is still missing, contact us at info@aceathletics.com and we’ll be happy to help.

How can I track my order?

Once a purchase has been completed, you will receive a confirmation email outlining the details of your order.  After the order has been processed and shipped, you will receive a shipping confirmation email, which will included tracking details.  If you can’t find your shipping confirmation , please double check your spam, junk and promotions folders…sometimes they are hiding!

When will I receive my order?

Processing your order can take up to 2 business days and orders are not processed over the weekends and holidays. Standard shipping within Canada takes 2-5 business days and the USA takes 4-7 business days. International standard shipping takes up to 15 business days.

Can I cancel or change my order?

We process your orders very quickly so we are unable to make changes once an order has been placed. Please reach out to info@aceathletics.com as soon as possible to request an order cancellation. We will do our best to fill your request but cannot guarantee it.

Received the wrong item?

Apologies for the mix-up! If you received a product different from the one that you ordered, please contact us at info@aceathletics.com and we’ll  be sure to send your correct items as fast as possible.

Shipping / Duties

FREQUENTLY ASKED QUESTIONS
Where do you ship?

Canada, USA and most international countries.

Where does my order ship from?

All orders are shipped from our warehouse in Vancouver, B.C.

Are shipping times guaranteed?

We do not guarantee arrival times on Canadian/USA/international shipments, as this can be effected by many factors.

When will you ship my order and how long will it take?

Once a purchase has been completed, you will receive a confirmation email outlining the details of your order.  After the order has been processed and shipped, you will receive a shipping confirmation email, which will included tracking details.  If you can’t find your shipping confirmation , please double check your spam, junk and promotions folders…sometimes they are hiding!

How do I know when my order has shipped?

An email will be sent to you once your order has shipped and will include your tracking number.

What are the shipping options?

Standard shipping is free in Canada and the USA on orders over $100. Standard shipping typically takes 2-7 business days to arrive. Expedited shipping is an option and will be calculated at checkout. We use Canda Post, USPS, and FedEx.

Does Ace Athletics ship to PO Boxes?

At this time we are unable to ship to PO Boxes.  Please provide a physical mailing address.

Why is my package taking longer than expected?

We know how exciting it is to have a package in the mail! Please email us at info@aceathletics.com and we will assist you with locating your package. Please note all packages are expected to ship within 2 business days of your order being placed.

Do I have to pay duties?

There are no duties on any orders from Canada or the USA. For international orders, while duties are rare, from time to time they are applied. In those rare cases those duties are the responsibility of the customer.

Products / Stock

FREQUENTLY ASKED QUESTIONS
Where are the products made?

Our products are designed and manufactured in Vancouver, Canada.

How do I make sure I order the right size?

Use the description provided from each product page and check our size chart.

How can I find out if you’ll be getting more stock of an item I want?

Due to high demand, some of the items on our website do sell out very quickly. However, its worth checking back as the website is updated regularly. Please send us an email at info@aceathletics.com and our team would be happy to answer your request.

What if the item I purchased is out of stock?

Ace Athletics ensures that stock availability online matches our inventory on hand. If for some reason an item purchased is not in stock, you will receive an email notification immediately and your order will be refunded.

Why can’t I find an item that I’ve seen advertised?

We try to only advertise products currently available on our website, however, sometimes this isn’t always possible. If there is something you see advertised and it isn’t in stock please feel free to email us for more information! We’ll always try and help.

Refunds / Exchanges

FREQUENTLY ASKED QUESTIONS

Your questions still not answered? Please feel free to Contact Us