Shipping and Returns

RETURN/EXCHANGE 

Products purchased through our raffle system are final sale, no cancellations, exchanges, or refunds will be granted.

SHIPPING

WITHIN CANADA

  • Fees: 15$ flat rate
  •  Carrier: Fedex
  • Expected delivery time once the order has been processed: 1 to 3 days Regional, 3 to 7 days National
  • Tracking provided

TERMS

  • Order process: 1 to 2 business days (Monday to Friday).
  • Additional time can be added depending on stock availability and peak shipping seasons.
  • For all packages returned to sender due to wrong address or refusal of package, shipping and handling fees are the customers responsibility and they will be charged accordingly.
  • Any inquiries about shipping please track your package with FedEx.ca.
  • If you have no tracking please send an email to cs@offthehook.ca / sac@offthehook.ca with your order number clearly indicated in the title and we will get back to you within 1-2 business days.

**Please take note that as we are currently taking extra precautions in maintaining strict health and safety regulations in accordance with Governmental recommendations, there might be some slight delays.

LOST/STOLEN/DAMAGED PACKAGES

Off The Hook is not liable for any items lost, stolen, or damaged during shipment. Courier company holds full responsibility upon departure from Off The Hook's shipping facility.

  • Customers are advised to file a loss/damage claim directly through the courier. Off The Hook will provide all necessary information needed to facilitate the claim, but will only initiate filing a claim if deemed a human clerical error on behalf of the retailer. Due to liability of courier, no refund or exchange will be given until the investigation is complete and the claim has been issued and reimbursed.
  • Please note that while lost orders are one of our top priorities, package claims are a long and very extensive process and often take several weeks or more to complete.

RETURN/EXCHANGE 

Products purchased through our raffle system are final sale, no cancellations, exchanges, or refunds will be granted.

SHIPPING

WITHIN CANADA

  • Fees: 15$ flat rate
  • Carrier: Fedex
  • Expected delivery time once the order has been processed: 1 to 3 days Regional, 3 to 7 days National
  • Tracking provided

TERMS

  • Order process: 1 to 2 business days (Monday to Friday).
  • Additional time can be added depending on stock availability and peak shipping seasons.
  • For all packages returned to sender due to wrong address or refusal of package, shipping and handling fees are the customers responsibility and they will be charged accordingly.
  • Any inquiries about shipping please track your package with FedEx.ca.
  • If you have no tracking please send an email to cs@offthehook.ca / sac@offthehook.ca with your order number clearly indicated in the title and we will get back to you within 1-2 business days.

**Please take note that as we are currently taking extra precautions in maintaining strict health and safety regulations in accordance with Governmental recommendations, there might be some slight delays.

LOST/STOLEN/DAMAGED PACKAGES

Off The Hook is not liable for any items lost, stolen, or damaged during shipment. Courier company holds full responsibility upon departure from Off The Hook's shipping facility.

  • Customers are advised to file a loss/damage claim directly through the courier. Off The Hook will provide all necessary information needed to facilitate the claim, but will only initiate filing a claim if deemed a human clerical error on behalf of the retailer. Due to liability of courier, no refund or exchange will be given until the investigation is complete and the claim has been issued and reimbursed.
  • Please note that while lost orders are one of our top priorities, package claims are a long and very extensive process and often take several weeks or more to complete.