FREQUENTLY ASKED QUESTIONS

Q. How long does it take to process an order?

A. Orders are processed daily Monday-Friday from 10am-6pm excluding Holidays. Order processing may take up to 3 business days. Some items may take longer to process than others (ex. items that are shipped directly from vendors, crested jerseys, etc.)

Once the order has been processed and a shipping label has been created, transit time will begin. Please note that Canada Post usually picks up orders daily at 2pm. Any order processed after that time will not ship until the following business day even though a shipping label has been created. 

Once a shipping label has been created you will receive a confirmation email with your tracking information. You will then receive an updated email from Canada Post once your item has been picked up and when it is delivered. 

Q. How do I know my order is ready for pick-up?

A. Our online store will email you once your order is ready to be picked up.

Q. Where can I pick up my order and what are the hours of operation?

A. All orders can be picked up at The Tiger-Cats Shop located at the south east corner of Tim Hortons Field (Cannon St. and Balsam Ave.) We are open Monday-Saturday 10am-6pm.

Q. How long does it take to make a crested jersey?

A. All adult and youth crested jerseys are created in store. They take 10-15 minutes. Some exclusions may apply depending on letter and number inventory but you will be contacted should this arise. Child/Toddler/Infant jerseys are sent out of house and take up to 10 business days to be completed. 

Q. How can I purchase a Women's/Youth/Child/Toddler/Infant crested jersey?

A. You can purchase any of these jerseys as well as any of our items in store or by calling in at 905-777-2021. 

Q. Are there restrictions on what I can put on my crested jersey?

A. You can put any name, phrase or number on your crested jersey, however derogatory names or phrases will not be accepted at the discretion of the team. Jerseys are decorated with all capital letters and no more than 2 numbers and 11 characters (hyphens, little c & e, periods and apostrophes are available).

Q. Can I return a crested jersey?

A. All crested jerseys are final sale. 

Q. Can I purchase a blank jersey and get it crested at a later time? Can I get my own jersey crested?

A. You can bring in any jersey to the Tiger-Cats Shop at any time and purchase cresting for it at a price of $70. 

Q. What if I need to return or exchange something?

A. Items purchased at the Tiger-Cats Shop, Game Day Kiosks or at shop.ticats.ca can be returned within 30 days for a full refund with the original receipt. Items must not be worn or used and have the original tags still attached. For more information on returns please see our return page here

Q. How do I change or cancel my order?

A. You can call into the store at 905-777-2021 or email onlinestore@ticats.ca to change or cancel an order as long as a shipping label has not yet been created.

Q. Can I email in to add an item to my order?

A. For the protection of our customers, we do not have access to any personal credit card information. In order to add an item to an order you would have to call in so that we could process it over the phone. 

Q. What happens to my personal information? Is it kept private?

A. You can visit Shopify's Privacy Page here. This page explains information collected from customers and why? When this information is collected. When and why information is shared with third parties and more. The Hamilton Tiger-Cats will never share your personal information and have no access to any of your credit card information.

Q. How do I received my SSH or All Access Discount?

A. At checkout there is a "All Access / Season Seat Holder / Discount" field located on the right hand of the screen underneath the list of items you plan to purchase. Input your SSH or All Access number there and your discount will be applied to all eligible items.

Q. How do I redeem a promotion? 

A. At checkout there is an "All Access / Season Seat Holder / Discount" field located on the right hand of the screen underneath the list of items you plan to purchase. Input the discount code (ex. FreeShipping17) in that field and the discount will be applied. Active discount codes can usually be found on the Homepage. 

Q. I don't like the shipping fee associated with my order.

A. Our online store works with Canada Post and Purolator to estimate real time shipping fees. Every product is input into our system at it's proper weight and the two shipping services take the weight as well as the shipping location into consideration to give the customer a shipping fee. These fees translate to exactly what we get charged to ship your order.