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, direct deposits, and e-transfers.

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