frequently asked questions - any questions bitmoji

General

I made a mistake after placing an order, how do I proceed?

If you need to change quantities, cancel an item, or make other changes to your order, please email our customer service department as soon as possible at hello@ernies.ca or text/call us at 780.539.6262

I selected the in-store pick up option, how will I know my order is ready?

Your order will be ready to be picked up usually within 24hrs, (please allow up to 72 hours for items coming from different warehouses), you will receive an email when your order is ready for pickup.  Please bring a proof of ID and your order confirmation when picking up your order.

What methods of payment do you accept?

We can accept all major credit cards as well as PayPal, direct deposits, and e-transfers.

Shipping & Delivery

Where do you ship?

We can ship anywhere in Canada (excluding the province of Quebec) and the United States of America. International shipping is also available in some cases, please email us at hello@ernies.ca with information on your order and we will provide a shipping quote.

 

How do I track my order?

Orders above $99 before tax for most Canadian consumers are free (some exclusions apply, see our freight policy for all the information). For customers outside Canada, freight will be calculated on a "per order" basis.

What shipping methods are available?

We work with many different shipping companies in Canada and the US to ensure the best shipping rates for our customers. The majority of our shipments will be done via Purolator, Canada Post, UPS or FedEx.

I'd like to ship my order to multiple addresses. What should I do?

Please separate your order per shipping address. Or you can always call/text us at 780.539.6262 and we can assist you offline.

Priority Shipping

At this time, due to the COVID-19 pandemic, our shipping partners are not offering Priority Shipping.

What are the estimated delivery times?

Orders for Western Canada should arrive in approximately 5 business days. Eastern Canada and US orders average 8 business days.

I found an item online without a shipping option, how come?

We do have some products that just aren't able to be shipped (due to size and weight limitations). These items are available for local delivery or in-store purchase/pickup.

Disputed Delivery

Please do not refuse an item. We process returns easily, but in order to do so the item must be accepted once shipped to you. After the item is received simply use the RETURNS link on our homepage for instructions.

Shipping Restrictions

Free Shipping on orders above $99 is excluded for the following Canadian provinces and territories due to the costs involved with shipping to these locations: The Northwest Territories, Yukon and Nunavut.

Returns & Refunds

Do you accept returns?

Absolutely. Please follow this link to review our full returns policy here. 

Are there any exceptions to the return policy?

Some items like underwear, socks, swimsuits and mouthguards are not returnable. See our full return policy for all the details or call/text us at 780.539.6262 for all the information.

How long does it take to process a return?

Once the product is back in-store we will process the return within 1 business day (please remember that credit card companies process refunds differently and it may take multiple days before you see the transaction on your card).

I want to make a return but I lost my receipt.

Please contact us at hello@ernies.ca or text/call 780.539.6262 and we will search for your receipt in our system.

Can I return more than one item in one parcel?

Yes, we will examine fully each return when it arrives in-store.

My item arrived damaged, what do I do?

Please contact us at hello@ernies.ca or text/call 780.539.6262 to inform us of your situation and for us to begin the process of correcting it.

How do I return an online order?

If you need to return an item email us at hello@ernies.ca, please include your name AND order number. 

Can I return an Item physically if I bought it online?

Yes, returning an item you purchased online to us in-store is an option.

What do I do if I received the wrong item?

The quickest way to make an exchange is to make a new purchase for the proper item and then a separate return for the incorrect one.

Can I exchange an item I purchased on final sale?

Some items are considered final sale and therefore are not available for exchange.  If you have further questions about a specific item, please connect with us at hello@ernies.ca.

How long does it take for my refund to process?

Once the product is back in-store we will process the return within 1 business day (please remember that credit card companies process refunds differently and it may take multiple days before you see the transaction on your card).

Will you include shipping charges in my refund?

If shipping a return back to us, in most cases, a flat fee of $15 will be deducted from your return to cover the shipping costs of the return. In cases of oversized items, this rate will be determined on a case-by-case basis. You can always contact us for any return question at hello@ernies.ca.

Orders & Purchases

Where's my Order?

Follow the link in your order confirmation email, or log in to your account to view your order status. We are also always happy to answer your questions by phone, email or online chat.

Why hasn't my package arrived yet?

Please contact us at hello@ernies.ca or text/call 780.539.6262 to inform us of your situation and for us to investigate.

Where can I get my tracking number?

Once an order is shipped, you will receive a shipping confirmation email. That email will contain a tracking link. To track your package, simply click the link. Note that, from the time your package is shipped, tracking information may take up to 48 hours to update.

I don't have a tracking number associated with my order.

Please contact us at hello@ernies.ca or text/call 780.539.6262 to inform us of your situation and for us to begin the process of correcting it.

How is Order Status Different than Tracking information?

The status of your order is supplied by Ernies. It represents the progress of your order between the time it is placed and the time it ships from our warehouse.

Once your order leaves our warehouse, it is handled by a carrier that may provide tracking information until your order is delivered. Please note that tracking information may not be available for up to 48 hours after an item is shipped from our warehouse. Tracking information is accessible from your Order History on our website when it becomes available.

Can I order by phone?

Yes. Please call or text us at 780.539.6262 and we'd be happy to assist you in this manner.

How do I change or cancel my order?

If you need to change quantities, cancel an item, or make other changes to your order, please telephone our customer service department immediately. hello@ernies.ca or text/call 780.539.6262.

Can I special order an item that isn't in stock?

Some items are available for pre-sale or special order. These are all done offline so please call or text us at 780.539.6262 or email hello@ernies.ca and we can assist you.

I made a mistake after placing an order, how do I proceed?

If you need to change quantities, cancel an item, or make other changes to your order, please telephone our customer service department immediately. hello@ernies.ca or text/call 780.539.6262.

What methods of payment do you accept?

We can accept all major credit cards as well as PayPal, PayBright, direct deposits, and e-transfers.

How does PayBright work?

PayBright is one of Canada’s leading installment payment providers. When you use PayBright to pay at Ernie’s Sport Experts checkout, you can split your purchase into easy, automatic monthly payments. 

To use PayBright as your preferred payment choice at checkout: 

  1. Add items to your shopping cart as usual and select PayBright as your payment method at checkout for orders between $300 to $15,000 (including taxes and shipping).
  2. Get set up: Use your mobile phone number to set up your PayBright plan within 60 seconds. 
  3. Confirm your payment plan with PayBright. Ernie’s Sport Experts will process and ship your order as usual.
  4. Make 3, 6, or 12 monthly payments to PayBright while you enjoy your purchase.

How do I apply?

If your basket is eligible for monthly payments with PayBright, the option will be presented at checkout. After confirming your phone number, you’ll be sent a one-time SMS password to confirm your identity. You’ll then enter a few details for an instant decision. If you’re approved, you will set up your repayment method with PayBright and accept the terms of your payment plan.

Are there requirements to use PayBright?

Yes. You’ll need:

  • To be the age of majority in your province 
  • To be a resident of Canada
  • Depending on the plan you select, options include a Canadian bank account, or a Visa/Mastercard credit/debit card. Your debit card must have the Visa or Mastercard logo
  • An SMS-capable Canadian phone number
  • To meet the minimum cart size required to use PayBright as a payment option at checkout

How do I make my payments?

At checkout, you will set up convenient, pre-authorized monthly payments that will be debited/charged to your Canadian bank account, or a Visa/Mastercard credit/debit card.

Which payment methods are accepted?

PayBright currently accepts pre-authorized debits from your Canadian bank account, or a Visa/Mastercard credit/debit card. Debit cards must have the Visa or Mastercard logo. Please note that prepaid cards are not accepted. 

Visa credit cards are unavailable for interest-bearing monthly payment plans. For interest-bearing payment plans, you may use a bank account, or a debit card with the Visa or Mastercard logo.

Where can I use my PayBright spending limit?

You can use PayBright on Ernie’s Sport Experts website. The limit can be used across the merchant network and will be updated based on your repayment history and merchant type.

Is there an annual fee?

For more information on related fees, please see these helpful FAQ articles on the PayBright help site. 

Does PayBright do a credit check?

To learn more about PayBright and credit checks, please read this helpful FAQ article on the PayBright help site.

Are there late or NSF fees?

For more information on late or NSF fees, please see this FAQ article on the PayBright help site.

What if I haven't received an email regarding my payment plan, or if I need additional help with my payment plan?

For help with payment information, or if you haven't received your PayBright email confirmation, please contact the PayBright team via their website.

Can I prepay my outstanding PayBright balance?

Sure, at any time! There are no penalties or fees for early repayments. To pay off your current balance, please send us a message here.

Why don't I see PayBright as a payment option at checkout?

If your retailer offers PayBright, but you don't see it as a payment option, please see this helpful FAQ article on the PayBright help site.

What if I get declined from using PayBright?

Please use an alternate payment method to complete your purchase.

When will my payments begin? And what if I have pre-order products?

Please refer to the payment plan agreement for all your payment schedule information.

How long does it take to reverse a pending PayBright authorization on my credit card?

Most authorizations are reversed within 24 hours; however, this is ultimately up to your financial institution, and may take 5-10 business days to be reflected on your credit card statement.

How can I track my payments and access my PayBright account?

Your login details to access your PayBright account are in the confirmation email sent to you when you first completed your transaction. Can't find the details? Please contact the PayBright team.

What if the order is canceled? Will I still be charged?

No, you will not be charged. If you’ve already made a payment to PayBright and are owed a refund, this may take up to 5-10 business days to appear on your bank account or credit card statement. If you have any questions about the refund process, please reach out to the PayBright team through this contact form.

What if I can’t make a payment?

Please reach out to the PayBright team and they will be happy to look into the options available. You can contact them using this contact form.

I was not able to complete a PayBright transaction. What happened?

Unfortunately, PayBright is not able to provide payment plans to every applicant. This could be due to the information on your credit file, or because PayBright was not able to verify your identity or your payment method. 

How do returns work if I paid using PayBright? 

Purchases made using PayBright are subject to Ernie’s Sport Experts standard return policy. Any returns will be processed by Ernie’s Sport Experts, and your PayBright balance will be reduced, cancelled, or refunded accordingly. If the Ernie’s Sport Experts has provided a refund to you via a gift card, you must continue repaying your installment plan in full. For information on returns, review Ernie’s Sport Experts return policy here.

How do I make my monthly payments?

PayBright will take convenient pre-authorized payments from your selected payment method.

How much can I spend with PayBright?

PayBright payment plans are available for orders from $300 to $15,000. 

What is PayBright's interest rate?

For more information on interest or fees, please see this helpful article on the PayBright help site.

Where can I find PayBright’s Terms and Conditions?

You can find them here. 

I still have questions. Who do I contact?

For further information, please refer to PayBright’s FAQ page.


*Monthly payment amounts, interest, and loan terms may depend on your personal credit profile. Some conditions apply. All transactions are subject to approval by PayBright. Monthly payments may include a processing fee of up to $6.95. Loan offers may vary for customers in the province of Quebec.

*Certain conditions apply, and all transactions are subject to approval by PayBright. The amount of your monthly payment and the interest you will pay depend on your credit report. Monthly payments include a processing fee of up to $XXX depending on the amount of your purchase. Please see terms for full details.

*Your monthly payment amount, the interest you will pay, and the loan terms available depend on your personal credit profile. Conditions apply and all transactions are subject to approval by PayBright.

*Please note that PayBright is an independent payment company and Ernie’s Sport Experts has no influence over whether your payment with PayBright is accepted or not. If you have any trouble with your order, please contact PayBright Customer Service.

Services

What types of in-store services do you provide?

To view our services, please click here.

How do I schedule a service appointment?

To schedule an appointment please click here  - or text/call us at 780.539.6262 or use our live chat at the bottom of the page.

What is the Kids Bike Trade-In Program?

The Kids Bike Trade-In Program provides up to 50% of your original purchase price, less the retail price of any parts or services that are required, back towards the purchase of a new Ernie's Kids bike after 1 year.

Do you provide hand tuning on skis and snowboards?

Our service department does offer hand tuning upon request. Please text or call us at 780.539.6262 to book your appointment today.

How long does a technical footwear (like ski boots, hockey skates or running shoes) fitting session take?

Bootfitting with one of our fit experts can range from 30-90 minutes on average. We have boot fitters on shift whenever we are open however we do encourage appointments when possible to reduce wait times as best as we can. Please text or call us at 780.539.6262 to book your appointment today.

What is your "Fit Guarantee"?

For any of our customers visiting us in-store for assistance purchasing technical footwear (running shoes, hockey skates, ski boots, ect) we guarantee that our fit experts will have you in the perfect fitting product. If it's not right, we'll gladly exchange it for you.

Do you offer Gait Analysis? What is Dartfish Analysis?

Our Grande Prairie store offers real-time gait analysis using the motion-capture software Dartfish. We use this technology to examine the style of your running/walking stride to best suggest the perfect fitting and performing footwear.

What is the turn around time for ski or bike tunes?

The turn-around time for service work varies greatly depending on the time of yearwe do our best to complete the majority of our service work within 7 business days (often much quicker). Please text or call us at 780.539.6262 to get a current turn-around time for the service work you require.

Item Information

How do I find an Item I'm looking for?

Easy! We have many ways on our website to search for products. You can enter any keyword for items at the top of the screen in the main search bar. You can also search for all products using the traditional drop down menus at the top of the page.

What currency do you sell in?

All products on ernies.ca are priced in Canadian dollars.

How do I add items to my shopping cart?

In the shopping cart you can change the quantity or remove an item. To add you can use the 'Quantity' field to enter a number or click the arrow up or down and then 'Update'. You can also remove the item by clicking the 'Remove Item' buttonYour order total will adjust as you make changes!

Inventory & Item Availability

When products are sold out they will display a "Sold out" text on the product page, which replaces the "Add to Cart" button. You can sign up to receive an email for when the product is back in stock by entering your information in the "Notify Me" button. If products do not have the "Sold out" button they are in stock.

How can I make changes to my shopping cart?

In the shopping cart you can change the quantity or remove an item. To add you can use the 'Quantity' field to enter a number or click the arrow up or down and then 'Update'. You can also remove the item by clicking that button. Also, your order total adjusts as you make changes!

Gift Cards & Discounts

How do I use my gift card online?

It’s easy! Make your selections and proceed to Checkout as usual. On the Payment page, enter your Gift/Shop Card Number and PIN located beneath the scratch-off area on the back of the card. Then click Apply Gift Card.

Where do I apply my discount code?

In the checkout please enter the discount code under the discount section to receive the discount.

Why won't my discount code work?

Please contact us at hello@ernies.ca or text/call 780.539.6262 to inform us of your situation and for us to begin the process of correcting it.

Do you sell gift cards online?

Instantly send gift cards for any amount through email, and use them online. You can buy a gift card from our online store here. If you have a physical gift card from one of our stores please text/call 780.539.6262 to complete your purchase and redeem your gift card.

Hours & Contact Information

What are your Hours?

To view our store hours please click here.

What are your Holiday Hours?

To view our store holiday hours please click here.

What your store locations?

Please see our locations page here.

 How do I contact a representative?

Please contact us at hello@ernies.ca or text/call 780.539.6262 for all your customer service needs