ORDERING
Q. Will I receive a confirmation email after I have placed my order?
A. The TigerTown Online Store (store.ticats.ca) will send you a confirmation invoice with all relevant details of your order. Also, an email will be sent once we have processed and completed your order.
Q. How do I modify or cancel an order?
A. Online orders can be modified or canceled if your order has yet to be processed. If you would like to modify or cancel your order, please call 905-667-6206 during regular business hours from 10am-7pm, Monday through Friday or 11am-5pm Saturday (EST).
Q. What are your retail store hours?
A. The TigerTown Store is open year round at 1 Jarvis Street, Hamilton, Ontario. Our hours of operation are:
Monday – Friday: 10-7
Saturday: 11-5
Sunday: Closed
Please don't hesitate to contact us at 905-667-6206 or store@ticats.ca with any questions.
Q. Who can I talk to if I have more questions?
A. Please call 905-667-6206 during regular business hours or email us at store@ticats.ca.
Q. Can I place an order by phone?
A. Yes, please call 905-667-6206 during our regular business hours. The TigerTown Store at 1 Jarvis Street is open from 10am-7pm, Monday through Friday and 11am-5pm on Saturday (Eastern Standard Time) to place your order by telephone.
Q. When will I receive my customized/personalized item?
A. Customized/personalized items usually take 2-3 weeks before they are shipped.
Q. How is order status different from tracking information?
A. The status of your order is supplied by store.ticats.ca, 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, Purolator or UPS) 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. Please note: tracking information may not be available for up to 48 hours after an item is shipped from our warehouse.
Q. I don't understand something in the status of my order. What does it mean?
A. Understanding the Status of Your Order
The status of your order is available in 'Your Order History' almost immediately after you place an order and is automatically updated each time your order moves a step further in the process. (Please note: immediately after you place an order, order information may not appear on store.ticats.ca in your order history for up to 12 hours). The following list of status messages and their meanings will help you understand what's going on with your order.
Some orders may contain items that ship separately by different carriers and /or shipping methods. In some cases, these items may not have tracking information.
Here is a list of standard status messages and their meanings:
- Submitted and processing: Your order has been submitted and the information you entered during checkout is being processed.
- Item(s) located in stock: The items that you selected and submitted with your order during checkout are available and have been located in our warehouse.
- Shipped on: dd/mm/yyyy: The items have shipped from our warehouse and are on their way to the shipping destination indicated by you during checkout.
- Return received on: dd/mm/yyyy: Return is processing. If you returned an item to our warehouse, this status lets you know that we have received the item.
- Credit issued on: dd/mm/yyyy: After your returned item is processed and your original order information is located, your credit is issued. You can expect to receive credit for a returned item within 30 days of when we receive it at the warehouse.
- Canceled on dd/mm/yyyy: due to missing or invalid order information. If an error occurs during the order authorization process it first goes into suspension while we attempt to reach you for verification, and then it is canceled. Once an order is canceled it cannot be processed and must be placed again on our website in order to proceed.
PAYMENT
Q. What forms of payment does the TigerTown Online Store accept?
A. The Tiger-Cats TigerTown Online Store (store.ticats.ca) gladly accepts Visa and MasterCard. For those without a credit card, we also accept money orders, paid to:
Hamilton Tiger-Cats Football Club
1 Jarvis Street
Hamilton, ON
L8R 3J2
Please have your envelope addressed to the attention of the TigerTown Store.
Q. Do I have to pay sales tax?
A. As of July 1st, 2010 Online sales to provinces participating in the HST will be charged 13% (Nova Scotia, New Brunswick, Newfoundland, Ontario, BC). Online sales to “non-participating” provinces will be charged GST at 5%. No taxes will be charged to orders placed outside of Canada.
Q. How do I use my discount or promotional code?
A. When placing your order and entering your payment information, you will see a COUPON CODE box: enter your code there. If the coupon or discount is not accepted, please note in the customer comment section and we will gladly apply your discount or coupon code while we process your order.
PRIVACY AND SECURITY
Q. Is it safe to use my credit card?
A. Yes it is safe to provide your credit card information as our online store is secured by an SSL certificate. You can safely enter your credit card information as all information is encrypted during the shopping cart experience.
Q. When will my credit card be charged?
A. Your credit card will be charged once all items have been processed and are ready to ship to your home.
SHIPPING
Q. How much do you charge for shipping?
A. Our shipping rates vary based on your proximity to Hamilton, ON.
Shipping within Ontario costs $10.
Shipping across Canada costs $15.
Shipping to the United States costs $20.*
Shipping Internationally costs vary based on location.
* Any international duties, taxes, and brokerage fees are not included and are the sole responsibility of the customer.
Q. Do you ship internationally?
A. Yes, we charge a flat $20 rate to the United States. For international orders, please call 905-667-6206 during regular business hours to place your order. We will process your order and once we have determined the proper shipping rate (based on Canada Post rates), we will bill your credit card a second time.
Any international duties, taxes, and brokerage fees are not included and are the sole responsibility of the customer.
Q. Do you provide a tracking number for my order?
A. Yes. When your order is shipped a tracking number and shipping company is provided.
Q. I am missing an item from my order, what should I do?
A. Please check the packing slip included with your order. In order to fill your order quickly and efficiently with items already in stock, we may have split your order into multiple shipments, which we would indicate on the packing slip. You will not be charged any additional shipping costs beyond those you had originally authorized. For more information, please call us at 905-667-6206 during regular business hours.
Q. When will my order be shipped?
A. The TigerTown Online Store (store.ticats.ca) processes orders daily and we have scheduled shipments on Monday, Wednesday and Friday. We strive to process all orders within 48 hours and ship on the earliest possible delivery day following your order.
Q. Can my order be shipped to a PO box?
A. The TigerTown Store can ship products to PO boxes in Canada through Canada Post. Please be aware that this may lead to some delays in shipping product.
Q. What are shipping policies and restrictions?
A. Any international duties, taxes, and brokerage fees not included and are the sole responsibility of the customer. If you have any questions about duties or custom charges please contact your local post office.
PRODUCTS
Q. Does store.ticats.ca have a sizing chart?
Please click here, to see our sizing chart for all suppliers.
Q. Are all Tiger-Cats merchandise items listed in stock?
A. While we do our best to maintain the online aspect (updated as required) of our retail program. On occasion, we will have already become sold out of an item when your order is placed. If this is the case, we will contact you as quickly as possible and determine the best way to proceed with your order.
Q. What is the difference between a 'replica' and 'authentic' jersey?
Replica: Engineered and constructed to replicate the Pro Cut jersey silhouette. Jerseys are 100% Nylon & Polyester with screen printed team logo, player name & number, and sleeve stripes. Jerseys feature a sewn-on fully embroidered CFL patch, applied Reebok-CFL Equipment jock tag with alpha sizing, and a Reebok vector is screen printed on each sleeve.
Authentic: Engineered and constructed as a game day Pro Cut jersey in fabric, trims, team logos & sleeve art. Jerseys are 100% Polyester with dyed tackle twill and/or fabric used for player name & numbers – each individual layer is embroidered around the edge. Appliqué player number is featured on chest, back & sleeves and player name is on a sewn-down nameplate on the back. Team word marks & logos are embroidered on the jersey. A fully embroidered CFL patch is sewn on the bottom of the front collar or fabric insert. The Reebok vector is embroidered on each sleeve and a Reebok-CFL Equipment jock tag with numeric sizing is applied to the lower left bottom of the jersey.
Personalized: Both authentic and replica jerseys come blank and are personalized to our customers needs (this process usually takes 2-3 weeks). Jerseys can be personalized with a current Tiger-Cats player, Tiger-Cats alumnim your own personal name or whatever you would like (as deemed appropriate by the Hamilton Tiger-Cats Football Club).
Q. How do I wash the jersey I bought?
A. To ensure the life of your Hamilton Tiger-Cats jersey, it is recommended that you hand wash your jersey with a delicate soap and hang your jersey to dry. We will not accept any returns or exchanges for apparent incorrect washing of the garments.
Q. What is “Send to Friend”?
A. Our Send to Friend feature allows you to send product(s) to family and friends. Simply fill in the name and e-mail address fields and your friend can enjoy the same great Tiger-Cats merchandise that you are.
RETURNS
Q. I received a wrong/damaged/defective item. What do I do?
A. If you received an incorrect, damaged or defective item please email store@ticats.ca or call 905-667-6206 during regular business hours and we will work as quickly as we can to right this wrong.
Q. What is the TigerTown Store return policy?
A. Store.ticats.ca will gladly exchange or provide a credit to any customer that is not completely satisfied with their online order. If you have any issues with your order, please call 905-667-6206 during regular business hours or e-mail store@ticats.ca and we will ensure that you get the Tiger-Cats merchandise you need to fit your needs.
MISCELLANEOUS
Q. How do I request a catalogue?
A. Unfortunately, at this time The TigerTown Store do not provide a paper copy of a catalogue. The catalogue is currently in development.
Q. Can I have my product gift wrapped?
A. Unfortunately, at this time we do not offer gift wrapping services.
Q. I'm related to one of the Hamilton Tiger-Cat players, can I get a discount?
A. For family members of our current players, please call 905-667-6206 to discuss our family members' discount.
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