FAQ

Off The Hook employs the practice of randomized computer-generated raffles to ensure the public of a completely fair chance of winning the opportunity to purchase a quickstrike release. Our online raffles are hosted on our website. (raffles.offthehook.ca) Product posts can be found on the homepage of the website as well as on the Releases page of our site main website https://offthehook.ca/collections/upcoming-releases. Once the raffle is over, the winners will receive an email notification informing them that they’ve won along with an invoice that their credit or debit card will be charged for the product they’ve won the opportunity to purchase. *Off The Hook has the sole right to use discretion if there is any unforeseen circumstances with a winner. *Off The Hook holds the right to disqualify any participants who don’t abide by ALL of the raffle’s rules.

If you are drawn as one of the winners of our raffles, you are winning the opportunity to purchase a limited release product. Upon winning, you will receive an invoice and you will be charged for the product you’ve won and for shipping. The product will then be shipped out to your address within the next 1-3 business days.

All winners will be notified per email within 12 hours of the raffle's closure – however please be aware that you will not be notified if you are not drawn as a winner.

If you’ve entered the online raffle and you win, the payment method you provided in your raffle entry will be charged immediately once your invoice has been emailed to you.

We accept all major credit/debit cards (American Express, Visa, and MasterCard) as payment.

All purchases occurring from a raffle win automatically fall under our LIMITED RELEASE PRODUCT policies and are therefore FINAL SALE. No cancellations, exchanges or returns will be authorized on raffled products. If you have any questions regarding your order, please contact us prior to placing the order.

Once you are chosen as a winner from the raffle draw, you will be automatically charged and will be unable to cancel the order. Please make sure you selected the correct size before purchasing.

Orders are processed at our Montreal warehouse locations.

We aim to fulfill all orders as soon as possible. Order processing is done during our regular business hours of 9:00 AM to 5:00 PM EST, Monday to Friday. Normal processing delays of 24 to 48 hours might apply. We offer a fixed price shipping of $15 CAD. Please ensure you input the correct address details as changes cannot be made once the order is placed. Please contact cs@offthehook.ca for any questions or requests regarding shipping methods. Customers will be notified of a proper tracking number for your order once it has been fulfilled. The following timeline can be utilized strictly as a guideline for estimate delivery times: Domestic: Canada Post Ground / 1 – 5 business days Please note delivery times may vary depending on location, and we do not guarantee these delivery times due to third-party factors beyond our control. We also ask our customers to kindly provide a telephone number when placing your orders. This will help tremendously in making sure orders are cleared and arrive in your hands in a proper time frame.

Please send us an email to orders@offthehook.ca and our customer service department will be more than happy to assist you with your issue.

If your order tracking details shows that your package was delivered, but you can't find it within 1-2 days of expected delivery: -Ensure your shipping address is correct -Check for a notice of attempted delivery -Search the area of your delivery location for your package, like your personal mailbox, community mailbox, etc. -Check with neighbors to see if someone else received or accepted the package -Wait an additional 1-2 days as some packages may be reported as delivered up to 36 hours prior to arrival

All raffle products are limited to 1 pair per customer. Should this policy be violated, all additional orders, including the original order, will be cancelled. If this is violated, then all multiple orders will be cancelled including the initial order.

Please be aware that if you sign up more than once, your registration for the raffle will be deleted. Raffle entries are limited to one (1) entry per client. Should our system detect multiple entries under one name, email, or IP address. All entries will be considered void and removed from the pool of entries.

Please visit our Upcoming Releases page on our main website’s navigation menu. https://offthehook.ca/collections/upcoming-releases.

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