Support

OttawaRedBlacks.com is committed to provide you Fast, Easy, and Reliable Service. On this page you will find answers to most of your questions involving the shopping, checkout and shipping processes. Select from a category below to receive further information on any particular subject.

Shipping Information

  • Item Availability

    Our inventory is constantly updated in real time. When you view an item, you'll know instantly whether or not it's in stock. Sizes/Items that are currently not available are removed from the ordering options

    At times, preorder opportunities may be available. If you place an order for an item that is a preorder, you may receive a back order notification. If you do, please accept our back order notice as a confirmation of your preorder. No further action from you is required. and will not be orderable.

  • Shipping Methods

    Your order usually ships no later than the next business day after it is placed. We do not ship on weekends or holidays. If an item is on backorder, we will contact you by e-mail to let you know the expected shipping date.

    The default delivery method is Ground. Delivery times will vary based on the method of shipment you choose and your location. Shipping costs vary depending on the location the package is being shipped to and the amount of items ordered and the shipping method.

    When you check out, you will be prompted to choose a shipping method. (Some destinations may offer only one shipping method.) Your shipping charges will be automatically calculated during checkout prior to the completion of your order. Generally, you may upgrade your shipping method for faster delivery (1 to 2 day service). If you upgrade your shipping method, your order must be received and your credit card authorized by 12:00 pm (Noon) PST or your order may not be processed until the following business day.

    Shipping and handling charges for orders in excess of $400 may be adjusted to reflect actual shipping costs. This adjustment may increase or decrease the cost reflected on our shipping tables due to variances in weight, carrier, and destination. You will be contacted for approval if the shipping charges are to be adjusted.

    The following are Shipping Methods are available for shipments within Canada. Sorry, no shipments outside of Canada are allowed:

    Province Ground Days Air Days
    Alberta $11.00 7-10 days $22.00 2-3 Days
    British Columbia $11.00 7-10 days $22.00 2-3 Days
    Manitoba $11.00 7-10 days $22.00 2-3 Days
    New-Brunswick $11.00 7-10 days $22.00 2-3 Days
    Newfoundland & Labrador $11.00 7-10 days $22.00 2-3 Days
    Novia Scotia $11.00 7-10 days $22.00 2-3 Days
    Nunavut $11.00 7-10 days $22.00 2-3 Days
    Ontario $11.00 7-10 days $22.00 2-3 Days
    Prince Edward Island $11.00 7-10 days $22.00 2-3 Days
    Quebec $11.00 7-10 days $22.00 2-3 Days
    Saskatchewan $11.00 7-10 days $22.00 2-3 Days
    Yukon $11.00 7-10 days $22.00 2-3 Days
  • Shipping Costs

    The following are Shipping Methods are available for shipments within Canada. Sorry, no shipments outside of Canada are allowed: (All Shipping Rates include Handling Charges)

    Province Ground Days Air Days
    Alberta $11.00 7-10 days $22.00 2-3 Days
    British Columbia $11.00 7-10 days $22.00 2-3 Days
    Manitoba $11.00 7-10 days $22.00 2-3 Days
    New-Brunswick $11.00 7-10 days $22.00 2-3 Days
    Newfoundland & Labrador $11.00 7-10 days $22.00 2-3 Days
    Novia Scotia $11.00 7-10 days $22.00 2-3 Days
    Nunavut $11.00 7-10 days $22.00 2-3 Days
    Ontario $11.00 7-10 days $22.00 2-3 Days
    Prince Edward Island $11.00 7-10 days $22.00 2-3 Days
    Quebec $11.00 7-10 days $22.00 2-3 Days
    Saskatchewan $11.00 7-10 days $22.00 2-3 Days
    Yukon $11.00 7-10 days $22.00 2-3 Days
  • Shipping for Customized Products

    Customized Products cannot be expedited. The shipping time will vary depending on the product selected and the customization time needed. The product detail page will better identify the expected delivery time for the customized product you have chosen.

  • Oversized Items

    Some heavy or oddly shaped items may be shipped seperately via a freight trucking company. Usually, Oversized Items arrive in 7-14 full business days after leaving the warehouse. Most Oversized Items leave the warehouse within seven full business days. (An estimate of when a product leaves the warehouse is indicated on the Product Detail page.)

    Because these items are shipped via freight service, we cannot offer expedited shipping. The freight trucking company is not responsible for unloading the item from the truck or carrying the item into the building. Your item is likely to be heavy and large, therefore, we recommend that you have someone with you to help you unload the item and carry it inside.

  • Shipping Rules and Restrictions

    Orders are shipped on business days only. Business days are Monday-Friday, excluding federal holidays within Canada.

    An order containing multiple items typically receives a volume-shipping discount. Your actual shipping and handling cost will automatically compute on the Shipping Options page of checkout.

    You will not be charged for any item until it is shipped to you.

  • Tracking Your Order

    At our warehouse, tracking numbers are assigned to packages at the end of the ship day and generally appear on your shipping confirmation email along with your order information. However, it may take up to 48 hours or longer before the package is checked into the carrier's tracking system. That means even though your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide any information about your package for up to 48 hours or more.

    Orders placed on Shop.OttawaRedblacks.com may be delivered by one of several different carriers and shipping methods. Therefore, tracking availability may vary depending on the type of item you purchased, the shipping method you selected during Checkout, and the carrier that is delivering your item(s).

    Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these rare instances, Your Order History on Shop.OttawaRedblacks.com will not offer tracking information, but will still offer order status and other details.

    In order to view your order status, locate your order confirmation email that was sent to you after your order was placed.

  • Find Your Order Status

    Check your e-mail. You were required to enter an e-mail address during Checkout; you will receive e-mails at your address keeping you up-to-date about the status of your order.

    Email us at onlineshop@oseg.ca If you still have questions about your order, please call our Customer Service Center.

  • How Is Order Status Different From Tracking?

    The status of your order is supplied by Shop.OttawaRedblacks.com, and represents what is happening with your order between the time you place it and the time it ships from our warehouse. Once your order leaves our warehouse, it is handled by a carrier (such as Canada Post) that may provide tracking information until your order is delivered*. The tracking information is accessible from Your Order History on our website when it becomes available.

    *Tracking information may not be available for up to 48 hours after an item is shipped from our warehouse.

  • Undeliverable Packages

    Our carriers may deem a package undeliverable for one of the following reasons:

    Incorrect Address: If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient.

    Address Format: If a post office box address was entered in a format our system does not recognize, the package may be shipped through a carrier that cannot deliver to a post office box. To ensure that such packages are routed through the proper carrier, please enter the box number as "PO BOX" followed by the number.

    Other Address Problems: In rare cases, it is also possible that the address label became illegible during the shipping and handling process.

    Failed Delivery Attempts: Most of our carriers make three attempts to deliver a package. Packages that contain more than $400 of merchandise will always require a signature; otherwise, it is generally up to the driver's discretion to determine whether a signature is required. If the driver feels it is best to obtain a signature and no one is present to accept the delivery after three attempts, the package will be returned to us.

    Refused by Recipient: If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If you still want to send these items, you may want to let the recipient know that a surprise is on the way.

Payment

  • Payment Options

    Payment Options Accepted: MasterCard, Visa

    Other Forms of Payment: Online Gift Certificates

    We Do Not Accept: Checks, Money Orders, COD's, Layaway Plans

  • Sales Tax

    We are required to charge applicable sales tax on orders based on the address the package is shipped to.

    We do not charge sales tax on the purchase of Gift Certificates. However, items paid for with Gift Certificates will be taxed based on the same method mentioned above.

  • Discounts and Gift Certificate Codes

    Steps for redeeming a Promotion or Discount Code or Gift Certificate:

    On the Payment page in Checkout, enter the code exactly as it appears, in the box next to "Gift Certificates and Discount Codes."

    Codes are NOT case sensitive.

    Continue with the Checkout Process. Adjustments will apply when you review your order.

    If your discount qualifies, it will be displayed in the payment summary. Only one Promotional Discount code per order will be accepted.

Returns and Exchanges

  • Worry Free Shopping

    Our Return Policy

    You may return most items purchased at Shop.OttawaRedblacks.com within 30 days of delivery for a full refund. We'll also pay the return shipping cost if the return is a result of our error, for example wrong size or item shipped. If you received a damaged, defective, or incorrect item, email us at onlineshop@oseg.ca

    Need to Return an Item?

    Our Returns Center will guide you through the return process and provide you with a printable return authorization slip. To reach our Return Center, please email us at onlineshop@oseg.ca

  • Exchanging an Item

    The packing slip in your package will contain detailed instructions for exchanging an item. Here are the basic steps:

    Please refer to your packing slip for return information.

    Pack the item securely in the original package, if possible.

    Enclose a copy of the original packing list with the item. Be sure to keep a copy of the packing list for your records. If you cannot send your packing list, please include your order number, billing name, and address with the item.

    All products must be returned in good condition, in original packaging (whenever possible), and with all tags, paperwork, parts and accessories to ensure full credit.

    All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.

    For your protection, we recommend that you use UPS or Insured Parcel Post for your return. Unless your packing slip directs you to ship an item to a different address (and if so, follow such directions), ship the return package to: address coming soon

    Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to the warehouse.

    You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your returned product. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part.

  • Holiday Return Policy

    During the busy holiday shopping season, we're making things a little easier on you. Our normal 30-day return policy has been extended for all holiday purchases made between November 1 and December 31. If you are not satisfied with your gift purchase made during this time, simply return it by January 31, according to our Return Instructions.

    The item must be returned in good condition, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure full credit. All items properly returned under this policy are eligible for a full refund of the purchase price, minus the shipping, handling, gift wrap, or other charges.

  • Damaged or Defective Items

    The packing slip in your package will contain detailed instructions for exchanging an item. Here are the basic steps:

    Please refer to your packing slip for return information.

    Pack the item securely in the original package, if possible.

    Enclose a copy of the original packing list with the item. Be sure to keep a copy of the packing list for your records. If you cannot send your packing list, please include your order number, billing name, and address with the item.

    All products must be returned in good condition, in original packaging (whenever possible), and with all tags, paperwork, parts and accessories to ensure full credit.

    All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.

    For your protection, we recommend that you use an insured parcel post for your return. Unless your packing slip directs you to ship an item to a different address (and if so, follow such directions), ship the return package to: address coming soon

    Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to the warehouse.

    You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your returned product. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part.

  • Credit

    You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your returned product. If an Online Gift Certificate was used, the refund amount will be applied to your Online Gift Certificate. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part.

Security, Privacy, Terms of Use

  • Secure Shopping Guarantee

    Shop.OttawaRedblacks.com understands your concerns about Internet security. We make every effort to protect your personal information by employing a secure web server that supports industry-standard Secure Socket Layer (SSL) encryption.

    Here's how it works: SSL encryption is active in all areas where customer information is requested. You can check to see that you have entered an SSL-active area by looking in the lower right-hand corner of your browser. If you see an unbroken key or a closed lock (depending on your browser), you will know that SSL technology is in place and ready to encrypt your information. You can also check by looking at the URL line of your browser. When you are in an SSL-active area, the first letters of our website address will change from "http:" to "https:" (the 's' stands for 'secure'). When you place your order with us online, your information is transmitted across the Internet in an encrypted (scrambled) form, which is then decoded when it gets to us. We want you to feel comfortable placing your order online. Please send any additional questions or comments regarding this secure technology to email coming soon.

  • Privacy Policy

    For detailed information about our policies, please click on any topic of interest listed below:

    Website Log Information

    When your Web browser requests information from our site, our Web server automatically records the date, time, and IP address from which your request came. From this information, we can sometimes, but not always, determine the domain and host name of the network provider to which you are connected, such as MSN, America Online, your local ISP, etc. This information does not identify you individually, and we do not seek to do this. You are an "anonymous" user unless you choose to send us email, fill out an online form to request more information, add your name to one of our email lists, or purchase one of our Shop.OttawaRedblacks.com products. We use the aggregate information in our visitor files to determine usage and "popularity" of various parts of our web site. Sometimes we share web site log information with our business partners for advertising, promotional or merchandising purposes, and to help improve our site and make it more useful to you.

    Credit Card Information

    Keeping your personal credit card information private is vitally important to us. Shop.OttawaRedblacks.com will never rent or sell the information gathered in a credit card transaction. Knowing that you use certain services or purchase certain products may help us to offer you better service and more popular products. Please note that there are places in Shop.OttawaRedblacks.com where you can transmit credit card information in order to complete a purchase transaction. Any time we ask for a credit card number we transmit that credit card number in an encrypted format. We use industry-standard, SSL (Secure Socket Layer) encryption. Shop.OttawaRedblacks.com does not sell or provide any third parties with any personal credit card information.

    Email Addresses

    We may collect your email address when you (i) choose to send us an email message, (ii) choose to fill out one of our online forms to request information about our products and services, or (iii) purchase one of our Shop.OttawaRedblacks.com products. We may use your email address to respond to your inquiry and to communicate with you when necessary to provide customer service and/or follow-up information related to a product purchase or shipping information. We may also use your e-mail address to contact you about special offers from Shop.OttawaRedblacks.com from time to time. Shop.OttawaRedblacks.com does NOT sell or provide any of your personal information to third parties.

    Postal Addresses

    We may collect your postal address when you (i) choose to fill out one of our online forms to request information about our products and services, or (ii) purchase one of our Shop.OttawaRedblacks.com products. We may use your postal address to respond to your inquiry and to communicate with you when necessary to provide customer service and/or follow-up information related to a product purchase or shipping information. We may also use your postal address to contact you about special offers from Shop.OttawaRedblacks.com from time to time. Shop.OttawaRedblacks.com does NOT sell or provide any of your personal information to third parties.

    Telephone Numbers

    We may collect your telephone number when you (i) request that we contact you by telephone, or (ii) choose to fill out one of our online forms to request information about our products and services, or (iii) purchase one of our Shop.OttawaRedblacks.com products and we need to communicate with you about billing or shipping information. Shop.OttawaRedblacks.com does NOT sell or provide any of your personal information to third parties. However, Shop.OttawaRedblacks.com may disclose the information listed above when required by law or court order.

    We hope this Security and Privacy Policy statement answers your questions about how we handle the personal information you provide us.

    If you have any questions, please do not hesitate to email us at onlineshop@oseg.ca

  • Terms & Conditions

    For detailed information about our policies, please click on any topic of interest listed below:

    Website Log Information

    When your Web browser requests information from our site, our Web server automatically records the date, time, and IP address from which your request came. From this information, we can sometimes, but not always, determine the domain and host name of the network provider to which you are connected, such as MSN, America Online, your local ISP, etc. This information does not identify you individually, and we do not seek to do this. You are an "anonymous" user unless you choose to send us email, fill out an online form to request more information, add your name to one of our email lists, or purchase one of our Shop.OttawaRedblacks.com products. We use the aggregate information in our visitor files to determine usage and "popularity" of various parts of our web site. Sometimes we share web site log information with our business partners for advertising, promotional or merchandising purposes, and to help improve our site and make it more useful to you.

    Credit Card Information

    Keeping your personal credit card information private is vitally important to us. Shop.OttawaRedblacks.com will never rent or sell the information gathered in a credit card transaction. Knowing that you use certain services or purchase certain products may help us to offer you better service and more popular products. Please note that there are places in Shop.OttawaRedblacks.com where you can transmit credit card information in order to complete a purchase transaction. Any time we ask for a credit card number we transmit that credit card number in an encrypted format. We use industry-standard, SSL (Secure Socket Layer) encryption. Shop.OttawaRedblacks.com does not sell or provide any third parties with any personal credit card information.

    Email Addresses

    We may collect your email address when you (i) choose to send us an email message, (ii) choose to fill out one of our online forms to request information about our products and services, or (iii) purchase one of our Shop.OttawaRedblacks.com products. We may use your email address to respond to your inquiry and to communicate with you when necessary to provide customer service and/or follow-up information related to a product purchase or shipping information. We may also use your e-mail address to contact you about special offers from Shop.OttawaRedblacks.com from time to time. Shop.OttawaRedblacks.com does NOT sell or provide any of your personal information to third parties.

    Postal Addresses

    We may collect your postal address when you (i) choose to fill out one of our online forms to request information about our products and services, or (ii) purchase one of our Shop.OttawaRedblacks.com products. We may use your postal address to respond to your inquiry and to communicate with you when necessary to provide customer service and/or follow-up information related to a product purchase or shipping information. We may also use your postal address to contact you about special offers from Shop.OttawaRedblacks.com from time to time. Shop.OttawaRedblacks.com does NOT sell or provide any of your personal information to third parties.

    Telephone Numbers

    We may collect your telephone number when you (i) request that we contact you by telephone, or (ii) choose to fill out one of our online forms to request information about our products and services, or (iii) purchase one of our Shop.OttawaRedblacks.com products and we need to communicate with you about billing or shipping information. Shop.OttawaRedblacks.com does NOT sell or provide any of your personal information to third parties. However, Shop.OttawaRedblacks.com may disclose the information listed above when required by law or court order.

    We hope this Security and Privacy Policy statement answers your questions about how we handle the personal information you provide us.

    If you have any questions, please do not hesitate to email us at onlineshop@oseg.ca

Your Order

  • Order Status

    Check the status of your most recent orders by emailing or calling customer service. Please note: Order information may not appear in your order history for up to 1 business day after your order has been placed.

  • Cancellations

    Occasionally, orders or parts of an order are cancelled for various reasons. Some reasons are:

    Item(s) not available.

    Difficulty in processing your payment information.

    Cannot ship to address provided.

    Duplicate order was placed.

    Cancelled due to a customer request.

    If your order is cancelled, you will receive an important notice regarding your order via e-mail which will explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in alternative products, please contact a Customer Service Specialist by e-mail (email coming soon) for a recommendation.

Online Store Information

  • Contact Us

    E-mail: onlineshop@oseg.ca

    Phone Number Toll free 1-855-690-0503

    1-613-690-0503 local

    Address: TD Place - Gate 2

    1015 Bank St.

    Ottawa, Ontario

    K1S 3W7

  • Bulk Sales

    Contact our Bulk Sales Staff if you are interested in purchasing a large quantity of products for your organization. Email us at onlineshop@oseg.ca concerning bulk sales.