Frequently Asked Questions

General Shipping & Delivery Returns & Refunds Orders & Purchases Services Item Information Gift Cards & Discounts Hours & Contact Information

General

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

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.

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

Shipping & Delivery

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.

Due to the nature of Quebec's unique Sports Experts Franchise/Ownership business, Ernie's is unable to fulfill and ship orders to the Province of Quebec.

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.

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.

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

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

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

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.

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.

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

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

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.

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).

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

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

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.

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

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

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.

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.

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).

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

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.

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

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.

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.

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.

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

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.

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.

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

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

To use Affirm as your preferred payment choice at checkout:

Add items to your shopping cart as usual and select Affirm as your payment method at checkout.
Get set up: Use your mobile phone number to set up your Affirm plan within 60 seconds.
Confirm your payment plan with Affirm. Ernie's Sport Experts will process and ship your order as usual.
Make 3, 6, or 12 monthly payments to Affirm while you enjoy your purchase.

If your basket is eligible for monthly payments with Affirm, 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 Affirm and accept the terms of your payment plan.

Yes. You'll need:

To be a resident of Canada
To be the age of majority in your province: 18 years of age (AB, MB, ON, PEI, QC, SK), 19 years of age (BC, NB, NF, NT, NS, NU, YK)
Depending on the plan you select, a Canadian bank account or a Visa/Mastercard credit/debit card (must have the Visa or Mastercard logo)
An SMS-capable Canadian phone number
To meet the minimum cart size required to use Affirm at checkout

Affirm 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.

To learn more about Affirm and credit checks, please visit the Affirm help site.

For more information on late or NSF fees, please see the Affirm help site.

Sure, at any time! There are no penalties or fees for early repayments.

If your retailer offers Affirm, but you don't see it as a payment option, please see the Affirm help site.

Please use an alternate payment method to complete your purchase.

No, you will not be charged. If you've already made a payment to Affirm 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 Affirm team through their website.

Please reach out to the Affirm team and they will be happy to look into the options available. You can contact them using the contact form on their website.

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

For more information on interest or fees, please see the Affirm help site.

*Monthly payment amounts, interest, and loan terms may depend on your personal credit profile. Some conditions apply. All transactions are subject to approval by Affirm. Loan offers may vary for customers in the province of Quebec.

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

Services

To view our services, please click here.

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.

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.

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

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. Please text or call us at 780.539.6262 to book your appointment today.

For any of our customers visiting us in-store for assistance purchasing technical footwear (running shoes, hockey skates, ski boots, etc.) 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.

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.

The turn-around time for service work varies greatly depending on the time of year. We 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

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.

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

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' button. Your order total will adjust as you make changes!

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.

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

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.

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

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.

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.