What are your shipping fees?
We offer free local delivery on all Ottawa area orders over $50! Please check the map below to see the areas we service.
On all orders over $150 we are excited to offer you complimentary shipping anywhere in Canada's 10 provinces by CanadaPost Standard service delivery. If you choose CanadaPost Xpresspost, regular charges will apply. Shipping charges are in Canadian dollars (CAD). We are a proudly Canadian company that ships directly from Canada. There will never be any duties or extra fees for Canadian customers when the postal carrier delivers your goods!!!
If you received free shipping and you return your complete order, or if the amount of merchandise you are keeping is $150 or less, a retroactive standard shipping fee of $12 + tax is applied and will be deducted from your refund amount.
If you received free local delivery and you return your complete order, or if the amount of merchandise you are keeping is $50 or less, a retroactive standard delivery fee of $5 + tax is applied and will be deducted from your refund amount.
Q. Why would you retroactively charge a customer for the free delivery/shipping you gave them if they decide they didn't want to keep any of their order (or if the customer keeps only an amount that doesn't make enough financial sense to have offered free shipping/delivery)?
A. The Free Shipping/Delivery is a gift we give our customers for keeping a purchase. We are a small business and unfortunately cannot sustain a business if we send everything out at our cost just to have it all returned. Having items delivered to your home is a convenience which we will shoulder the costs of if you end up keeping your items and supporting our business, but a convenience you will have to pay for if you wish to return your full order. We are transparent and clear about this policy because we want customers to be informed before they make a purchase rather than be surprised later. We also have a box that you must check off during the checkout procedure in order to complete your purchase stating that you have read and understood the shipping and returns policies listed here.
PLEASE NOTE: YOU CAN AVOID THE RETROACTIVE SHIPPING/DELIVERY FEE IF YOU RETURN YOUR ITEM(S) TO OUR BYWARD MARKET LOCATION (24 YORK ST.) IN OTTAWA AND EXCHANGE YOUR ITEMS OR TAKE A STORE CREDIT. Please keep scrolling down this page to find the full return policy.
What is in store pickup?
If you select IN STORE PICKUP when making your purchase you will get an email telling you as soon as your order is available to be picked up in our Ottawa store. These orders are usually ready to be picked up within 24 hrs after you place your online purchase (unless there is a Holiday). You will get a notification email when your order is ready. You can pick it up whenever you get a chance (but if you are thinking you might need to exchange your item please hurry in as you only have 7 days from the date you are sent your 'In-Store Pickup Is Ready' notification to do any exchanging, etc.). In other words, do not choose in-store pick-up as your delivery method if you will not be picking up your order within 7 days (unless you are certain you will not need to exchange or return the order). After 7 days the item(s) are final sale. See the full return policy below for Shoproadtrip.com.
What if I am shipping outside of Canada and the continental USA? At this time we can only accept orders from Canadian and Continental USA customers. If you reside in another country and would like to place an order please email us at firstname.lastname@example.org with your selections and we will send you a Paypal invoice that includes UPS shipping charges to your address.
Please be aware that shipping charges do not include international taxes or duties.
What about international taxes and duties?
We are not able to supply an estimated cost because duties and taxes vary by country and by what was ordered. Please note that these fees are charged by your government and we do not recieve any of the money collected. Contact the customs office in the destination country for information about any applicable duties or taxes. We are required by law to disclose the full value of the package contents and cannot alter this value. If an order is placed on shoproadtrip.com and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package. If you have any shipping questions, please contact our online customer service reps at email@example.com
When will my order be shipped?
Your order will be processed and shipped within 2 business days of your order being submitted.
*COVID-19 update on Shipping and Local Delivery:
Due to wanting to limit our staff's exposure at the post office during the pandemic, orders will now only be shipped twice a week. Orders placed between 5pm Friday and 5pm Sunday will Ship on that Monday. Orders placed between 5pm Sunday and 5pm Friday will ship on that Friday.
Local Deliveries by our driver will always be delivered on Mondays. All orders placed before 5pm on Sunday will be delivered on that Monday. Orders placed after 5pm on Sunday until 5pm on the following Sunday will be delivered on the following Monday.
How do I know that my order has been shipped?
You will receive a confirmation email once your order has shipped, which will include your tracking number and a link so that you can track your order.
Where's my order?
Once your order has shipped, you can check on its status at any time using the Canada Post website, and the tracking reference number sent to you by email.
ORDERING AND PAYMENT
Can I change or cancel my order?
If you're having second thoughts about your online order and wish to cancel it, please email us at firstname.lastname@example.org as soon as possible. We will be happy to help you with the cancellation as long as the order has not already been shipped. To make changes to an order you will need to cancel your original order and then place a new order with the items you would still like to purchase.
What are my payment options?
We accept Visa, MasterCard, American Express, and online gift cards. We cannot split payments between multiple credit cards. Please note orders are subject to review.
Will my credit card be charged immediately?
No. A pre-authorization will be placed on your credit card that will identify and tag the money for your order. Your credit card will not be charged until your order is shipped. Once your payment has gone through and your order has been shipped you will receive an email confirmation.
What currency is used?
Prices on the site are in Canadian dollars. If you are ordering with a foreign credit card on our site, the charges to your credit card will reflect the current exchange rate from CAD to your national currency. Additionally, your bank may charge you an international transaction fee for these orders. We do not receive any of those fees. For more information, please check with the bank that issued your credit card.
Can anyone help me with paying for my order on the website?
Our Roadtrip Online team is able to assist you with payments for orders on shoproadtrip.com. Send us an email to email@example.com and you’ll get a response within 24 hours. Because we value your security, our stores are only able to process credit cards in face-to-face transactions and do not accept those methods of payment over the phone.
What is your return policy?
- All returns are subject to Manager's approval and are not guaranteed. Please see a list of non-returnable items below.
- All returns must be either in the mail to our Return Centre or returned in person to our store within 7 days of delivery.
- If you would like a refund, your item(s) must be in the mail to our Return Centre (191 Marlborough Avenue) within 7 days of delivery.
- If you would like to receive an exchange or store credit you may do so at our Byward Market store (24 York Street) within 7 days of delivery.
- All items must be unworn, unwashed and in original condition (tags attached, free of odour and pet hair etc.)
- All items are inspected according to the condition in which they are shipped. We reserve the right to refuse returns or make partial returns of an item based on its condition.
- All refunds are processed within 5-7 business days once received by mail at our Return Centre.
- Shipping costs are not refunded. If you received free shipping and you return your complete order, or if the amount of merchandise you are keeping is $150 or less, a retroactive standard shipping/delivery fee of $12 + tax is applied and will be deducted from your refund amount.
- Local Delivery costs are not refunded. If you received free delivery and you return your complete order, or if the amount of merchandise you are keeping is $50 or less, a retroactive standard delivery fee of $5 + tax is applied and will be deducted from your refund amount.
Are there any items that can't be returned?
Yes. Store Decor Items, Underwear, Earrings, Hunter care products and Sale/Discounted Items are Final Sale.
How do I ship my online return?
To return an item you may choose any shipping method you feel comfortable with but for your own protection putting insurance and a tracking number with your return shipment is highly recommended. We are not responsible for any damaged or lost shipments that occur from your returning of an order.
When will my purchase be refunded?
Once your package has been received at our Return Centre, your refund will be issued in the original form of payment within 5-7 business days. Please note that banking institutions may require additional days to process and post this transaction to your account once they have received the information from us. The credit may not show up until your credit card's next monthly billing cycle.
Why should I become a registered user?
To make your shopping experience as easy and enjoyable as possible. When ever you sign in and place an order, your information will be automatically filled in for you. Become a registered user, now.
Quick checkout - super fast and easy checkout process since all of your info is already saved.
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Be the first to know - if you choose, we will email you when the latest arrivals and sales hit shoproadtrip.com. You can sign up for our online store's email below the image on our homepage.
See your order history - save a full listing of your previous purchases.