(FAQ) Frequently Asked Questions
Ordering and Order Status
Where do you ship to?
We ship world-wide. Please note, not all carriers can deliver to a PO Box. To avoid potential order delays, if you have a full street address, please enter it during check out.
Can’t complete your order
There are a few reasons why you may not be able to complete your order check out...
a) Double check that your credit card number has been properly entered, ensuring that no spaces are between any of the numbers.
b) Take a second look at your postal code/zip code, ensuring that you’ve input it properly, remembering that the ‘O’ key is really close to the ‘0’ key!
c) Make sure you’ve input a valid phone number in both your shipping and billing address! If you need to edit your address, no problem. Just click “Edit address” on either the shipping or billing page.
Where is my order?
We know you are eager to get your product.
When your order ships, you will be emailed a tracking number. It can take up to 24 hours for a tracking number to register on the carrier’s website. You can also check for a tracking number under Order Status. Sometimes emails can be directed incorrectly, so please check your spam or junk folder.
You may also call our Customer Loyalty Team at 1-877-236-1377 or send an email to [email protected]. Make sure you have your order number readily available or include it in your email.
What if an item is unavailable after ordering?
Occasionally certain items may be unavailable. While we may not a have time frame for when specific product will be received from our suppliers, know that we want you to be able to make your purchase. We follow up with our suppliers regularly so our Customer Loyalty Team will notify you via your email confirmation if there is any change to your order status. Also, we will make every effort to suggest alternative products that may meet your expectations.
How come I only received part of my order?
We make every effort to ship complete orders. If one of the products ordered is out of stock, we will contact you to see if you wish to receive a partial shipment while we work with our suppliers to obtain your out of stock product.
What if a product is missing?
If a product is missing, please send an email to [email protected] indicating your order number and the item that was missing from the shipment. We will send you a replacement product. If the packaging appears to have been opened or damaged during shipment, please also take a picture of the package and forward to[email protected] before opening the package if possible. If you have opened the parcel, please indicate any damage to the package in your email to [email protected]
What if incorrect product is received?
If incorrect product has been shipped, we will issue a store credit upon receipt of the product at our Toronto location. Please see “locations and hours” for exact address. This store credit will be applied to your account but will not show up on your online account information.
How do I return a product?
Before returning an item to Figure Skating Boutique, please verify that it is a qualifying return.
All products must be returned in the condition you received them. That is, all products must be returned in a new or unused condition with all original materials including but not limited to clothing tags and in a water-sealed package before placing the product in an envelope or box to be shipped. All product must be returned within 15 days of purchase.
Returned products that are deemed by Figure Skating Boutique to be in a non-returnable condition will be declined and returned to you.
If you are returning a product purchased online, you can either ship the product back to our Toronto location or bring the purchase back our Toronto store location. Please ship all products back to our Markham location: 109 Doncaster Ave, Markham, ON L3T 1L6
How do I modify or cancel my order?
We believe that every customer has received the best service possible to enable them to make an informed buying decision. If the product was specifically ordered for you, we need to take a 10% re-stocking fee. If the product is something that we regularly carry at our stores and the product has not shipped, you may modify or cancel the order. All orders must be modified or cancelled before the product has been shipped. Please check your order status before cancelling the order. Please call 1-877-236-1377 and ask for our Customer Loyalty team to cancel the order.
I found an item online, but my size is unavailable. Will it be back in stock?
Finding your favourite product and seeing that it is out of stock is not a fun experience. However, not all items that sell out will be replenished by our suppliers. You can contact our Customer Loyalty Team at 1-877-236-1377 to check availability. Products that will not be coming back in stock, meaning they're discontinued, will be removed from the storefront, after a period of inactivity or we are out of stock.
Is it possible to save items in my shopping bag?
You are able to save items in your shopping bag once you have logged into your account on the site. However, we do not recommend holding items in your shopping cart too long. Once an item sells out, the item will be unavailable at check out.
What are the Figure Skating Boutique's online payment options?
We accept all major credit cards (American Express, Visa and MasterCard).
May I order a Gift Card?
We have gift cards to suit everybody and every budget.
May I buy a loyalty card/Podium card online?
New Podium Cards are available to purchase online. To renew your existing Podium Card, call our Customer Loyalty Team at 1-877-236-1377, or send an email to [email protected]. Please have your existing card number ready.
When will my credit card be charged?
Your credit card will be authorized for the entire amount of the order at the time of purchase.
When will my order be processed?
If your order payment has been successfully authorized by your Credit Card Company and confirmation of inventory in our Toronto location has been completed, all orders placed Monday-Friday before 3 PM EST will be processed next day, pending any unexpected delays. Orders placed on weekends and holidays will be processed on the next business day.
When will orders be shipped?
Once inventory is in stock, we will ship the product within two business day. For shipments within Canada, please allow an additional 3-7 business days for the carrier to get the product to your specific location. International shipments will be quoted before we process the order.
I forgot my password. What do I do now?
From our home page, click on “My Account”, and then “Forgot Password”. Enter the e-mail address you used to register. We will e-mail you a link to “reset password”. If you continue to have issues please call our Customer Loyalty Team at 1-877-236-1877.
How do I modify my account information?
You can log into ‘My Account” and change your information at any time.
I keep getting an error page. What should I do?
Please call our Customer Loyalty Team at 1-877-236-1877, or send an email toi [email protected] and be ready to provide them with the error number or description listed on the error page as well as what you were viewing.
Why was my credit card declined?
A common reason for a card being declined is that your billing address entered does not exactly match the billing address that your card company has on file. Your card company may decline your transaction due to other reasons as well. Please contact your card company for further assistance.
Reach our Customer Loyalty Team
Monday to Friday 10 AM to 6:00 PM EST
Saturday – 9:30 AM to 5:00 PM EST