FAQ
1. Do I need an account to place an order?
While you do not need to have an account to place an order, you may create one to manage your orders, saved shipping addresses, preferences, and order history. If you create an account, you are responsible for keeping your login details confidential.
2. When is my order confirmed?
Submitting an order confirms your intention to purchase the selected products. Your order is formally accepted only when COPATEAM confirms it or when processing has started. Products are subject to availability, and orders may be refused or cancelled if an item is unavailable, an error occurs, customer information cannot be verified, or suspicious activity is detected.
3. Can I cancel, return, or exchange customized products?
Customized products, including items with names, numbers, logos, sponsor branding, patches, or other personalized details, cannot be cancelled, changed, returned, or exchanged once production has started, except where required by applicable law. Please review all sizing, spelling, numbers, and artwork carefully before submitting your order.
4. Why might product colours or details look different from the website images?
Product images are provided for illustration purposes only. Actual colours, materials, specifications, and appearance may vary because of manufacturing updates, production handling, or individual screen display settings. Minor variations in customization placement, stitching, print, embroidery, sizing, or color are considered normal.
5. Do you store my payment card information?
No. Payment card details are provided directly to authorized third-party payment processors, such as Stripe and other supported payment services. COPATEAM does not store or collect your payment card details.
6. Where does COPATEAM Canada ship?
COPATEAM CANADA ships website orders to addresses throughout most Canadian provinces. We do not ship to the Northwest Territories, Yukon, Nunavut, or PO boxes.
7. Do you offer free shipping?
Yes. Orders over $200 before tax qualify for free shipping within eligible Canadian provinces. Free shipping does not apply to Teamshop orders, backordered orders, training equipment, heavy or oversized items, or shipments to excluded territories.
8. How long will it take to process and receive my order?
Most orders are processed within 1-3 business days after successful payment. After shipment, estimated delivery is approximately 1-3 business days within Ontario and 2-7 business days to other eligible Canadian provinces. Team store, customized, decorated, or special-order items may require additional production time, often 2-4 weeks. The estimated delivery time for backordered items is 10-15 business days.
9. How can I track my order?
Once your order ships, you will receive a confirmation email with tracking information. Customers are responsible for monitoring shipment progress using the carrier's tracking details.
10. Can I return or exchange an item?
Eligible items may be returned within 14 calendar days of purchase if they are unused, unworn, unwashed, in original condition, in original packaging, and accompanied by proof of purchase. Eligible products may also be exchanged for another size or color, subject to availability.
11. Are customized or Team orders returnable?
Customized, personalized, teamwear, special-order, and non-stock products are generally final sale and cannot be returned or exchanged unless they are defective or were supplied incorrectly by COPATEAM.
12. What should I do if I receive a defective, damaged, or incorrect product?
Please email order@copateam.ca within 5 business days of delivery. Include your order number, a description of the issue, and clear photos of the product and packaging. If approved, COPATEAM may replace, repair, or issue store credit for the product and cover reasonable return shipping costs. If you do not inform COPATEAM of the defective, damaged, or incorrect product within 5 business days of delivery, the sale will be considered final.