Frequently Asked Questions
Operations
What are your hours of operation?
Do you operate on holidays?
Placing An Order
How much will I have to pay for shipping?
How come I've been charged twice?
How long will I have to wait for my package?
How come my order was canceled?
How come my gift card won't work?
Changing Or Canceling An Existing Order
How do I change or correct my shipping/billing address?
How do I change or remove an item from my order?
How do I cancel my order?
Shipping And Tracking Information
How do I track my order?
When do I receive a tracking number?
How come my tracking number isn't working/showing any information?
Returns And Exchanges
How do I return or exchange an item?
Can I return or exchange my item at a Boathouse store location?
Where do I ship my exchange/return?
What happens when I receive a defective item?
How come I didn't receive an invoice with my order?
Products And Inventory
I don't see the item I'm looking for on your website, is it still available?
When will you be receiving more/new products?
Technical Difficulties
How come I can't complete the checkout process?
Feedback
How do I file a complaint?
Other
My question still hasn't been answered! Who can I contact?
Operations
What are your hours of operation?
We operate between 9:00am and 5:00pm (Eastern Time) on weekdays.
Do you operate on holidays?
No, our offices and warehouse are closed on all Canadian statutory holidays.
Placing An Order
How much will I have to pay for shipping?
We charge a $10 flat rate for shipping to any address within Canada. And, if you spend $75 (before taxes) or more, you may be eligible for free shipping. Please see our shipping page for more details.
How come I've been charged twice?
Once your order has been placed, the total order amount is authorized via your method of payment. This is to reserve the funds necessary for us to invoice and complete the order. Once your order has been completed, an actual charge will take place, and the authorization will disappear.
How long will I have to wait for my package?
In most cases we require 1-3 business days to process an your order. Once your order has been processed it will be shipped to you from our warehouse. Shipping may take 1-4 business days depending on your address.
How come my order was canceled?
From time to time, items may become unavailable between the time your order is placed and when it is processed. We will then adjust your order total to reflect the removal of that item from your purchase and charge you the remaining amount. We understand that you might be interested in one particular item but, in order to make your purchase more cost effective, you may order multiple items. Should that one item of interest become unavailable, we will not be able to ship it to you.
How come my gift card won't work?
Unfortunately we are unable to accept gift cards online that were purchased from one of our stores. Fortunately, if you let us know, we can create an online-use gift card for you in the same amount. Please contact us at info@boathousestores.com.
Changing Or Canceling An Existing Order
How do I change or correct my shipping/billing address?
Send an e-mail to info@boathousestores.com or call us at 905-684-8134 and we will correct the information on your existing order. To change your billing/shipping information for future orders, log in to your account and do so from your "address book".
How do I change or remove an item from my order?
Send an e-mail to info@boathousestores.com or call us at 905-684-8134 and we will correct the information on your existing order.
How do I cancel my order?
In most cases we begin processing your order right away, leaving a small window of time in which to make a cancellation. If you wish to cancel, call us at 905-684-8134 and we will do so if we are able.
Shipping And Tracking Information
How do I track my order?
Once you are issued a tracking number you may use it to track your package at www.canpar.ca
When do I receive a tracking number?
At the time your order is shipped you will receive a confirmation e-mail with a tracking number. Tracking numbers are NOT issued at the time you place your order.
How come my tracking number isn't working/showing any information?
It is not uncommon for tracking numbers to yield no results until approximately 12 hours after shipment. Tracking information is generated as the package reaches "checkpoints" toward its destination.
Returns And Exchanges
How do I return or exchange an item?
Send an e-mail to info@boathousestores.com or call us at 905-684-8134 and one of our staff will issue you an RMA (return merchandise authorization) for the items you wish to return or exchange.
Can I return or exchange my item at a Boathouse store location?
Yes, once you have received your RMA you can print it off and bring it with your original invoice to any Boathouse location for a return or exchange.
Where do I ship my exchange/return?
All returns/exchanges are to be shipped to our fulfillment centre. The address will be included on your RMA.
What happens when I receive a defective item?
Defective items are to be returned to us, and a replacement sent (inventory allowing) as soon as possible at no extra cost to you. If you believe the item you have received is defective, send an e-mail to info@boathousestores.com or call us at 905-684-8134 to arrange its return. We cannot guarantee an item's replacement until it has been assessed and deemed defective by our staff.
How come I didn't receive an invoice with my order?
Boathousestores.com has gone green, therefore we no longer print invoices to pack with orders shipped to our customers. At the time of shipment, a copy of your invoice will be sent to the e-mail address under which the order was placed. If you cannot find your invoice, contact us at info@boathousestores.com and we'll get you a copy.
Products And Inventory
I don't see the item I'm looking for on your website, is it still available?
Products become unavailable to online shoppers once inventory is virtually depleted. However, there is still a chance that the item you seek is available in one of our Boathouse locations. Send an e-mail to info@boathousestores.com or call us at 905-684-8134 and we'll be happy to help you find it.
When will you be receiving more/new products?
We are constantly receiving a wide variety of products in small to large quantities. Due to the high turnaround of our product, it is hard to predict when something will arrive or become available. Your best bet is to check our website, as it is the most accurate listing with regards to product and inventory.
Technical Difficulties
How come I can't complete the checkout process?
If you're entering information in all the required fields, there may yet be a technical issue preventing you from completing our checkout process. In this case call us at 905-684-8134 and we'll be happy to assist you in placing the order.
Feedback
How do I file a complaint?
Send an e-mail to info@boathousestores.com or call us at 905-684-8134 and we will be happy to address your concerns and reach a mutually acceptable resolution.
Other
My question still hasn't been answered! Who can I contact?
Send an e-mail to info@boathousestores.com or call us at 905-684-8134 and we'll get you the answer you're looking for!