FAQs & COMMON QUESTION ANSWERED
YOUR MOST COMMON QUESTIONS... ANSWERED!
CHRISTMAS AND HOLIDAY SHIPPING INFORMATION
Update: WE DO NOT SHIP WITH CANADA POST. All of our parcels ship with couriers not affected by the Canada Post strike. We ship expedited Fed Ex, UPS, Purolator and Canpar - in most cases packages arrive within 1 to 3 business days
Personalized Golf Balls: We do in house personalization of golf balls and so we are able to produce and ship in most cases within 24 hours. Place your order before December 17th to receive your order before Christmas!
Q: Where is my order?
A: Variables on shipping times include order volumes, social distancing protocols and replenishment dates. For shipping estimates check out the Shipping & Delivery section of our website.
Q: Why has there been no updates to my order status?
A: Your order status will show as unfulfilled until your order ships out. Once your order ships, you will see the status update to fulfilled and tracking will be emailed to you. If there are delays or issues with your order, our team will contact you as soon as the manufacturer notifies us.
Q: My order is showing as delivered but I haven't received it. What do I do?
A: After 24 hours (sometimes the delivery can be delayed) please reach out to us by email and include your order number in the subject line. We will need to start an investigation with the courier company and must be started within 1 week of the delivery date. Investigations may take a few weeks as they must review the claim retrace the scans.
Q: What is your return policy?
A: Our return policy can be found under the Return & Warranty section of our website. It's pretty awesome!
Q: Where are you located?
A: We are located in Canada's capital, Ottawa ON. We are a small business who have been in the industry for over 45 years. Over these years we have developed close relationships with many of golf's biggest brands which allow us to offer great pricing on all their products!
Q: I haven't heard of your company before, how do I know you're a legitimate business?
A: We invite you to check out our sister company, Canadian Golf & Country Club. We have been in business for more than 45 years! Just in case you needed another reason to feel excited about your purchase, know by supporting Canadian Pro Shop Online instead of a big box retailer you are supporting a great Canadian small business.
Q: I am looking for a product but can't find it on your site. Are you able to source it for me?
A: We do our best to keep our website updated with current lines for all brands. If the item you are looking for is from a current line, please email us and we will do our best to see what we can find. Discontinued lines cannot always be sourced and any available inventory would be reflected under our Demo or Clearance categories.
Q: Does my club come with an adjustment tool and headcover?
A: All new clubs come with an adjustment tool and headcover. Used clubs are an exception and would be subject to availability. Used clubs can be labelled as "demo", "rental", "trade-in" or "fitting" and would specify in the description if a headcover and/or adjustment tool are included.
Q: Why is my discount code not working?
A: Please ensure the items in your cart meet the requirements for the discount code. Discontinued lines, although they may meet the minimum purchase requirement do not apply for further discounts. There is a limit of 1 discount code per transaction.
Q: Do you have any discount codes for first time purchasers?
A: We sure do! Just join our FREE Clubhouse Rewards program and immediately earn discounts toward every purchase. It's the best golf rewards program out there!
Q: Am I able to use two different payment methods for my purchase?
A: Our system will only accept 1 form of payment with exception of Canadian Pro Shop Online gift cards. These gift cards can be used in conjunction with one other payment method. If you have prepaid Visa/Mastercard gift card(s) it is possible to use these towards your purchase by purchasing a gift certificate for Canadian Pro Shop Online and using your credit card to pay the remaining balance.
Q: I am unable to process my order, I keep getting an error message that my postal/zip code is not correct.
A: This is a safety feature setup in attempt to eliminate fraudulent orders. The best way to resolve this is to ensure the postal code entered for your billing address matches what is associated with the credit card you are using. If you believe it is correct, the next step would be to contact your bank as there is a chance that they entered it incorrectly when you signed up/made changes to your account. If this still does not resolve the issue, please give our orders team a call and we will do our best to try to resolve it on our end.
Q: I sent an email/called but have not heard back from anyone yet.
A: Our team looks forward to speaking with you and are working through inquiries in the order they are received. Please give us 1-2 business days to respond as occasionally we require more information from the manufacturer to respond accordingly or are working through higher than normal inquiry volumes. If you have sent an email and do not hear from someone within this timeframe, it is recommended that you give us a call to ensure your email did not get blocked from our servers.
Q: I was charged for my order but never received a confirmation email.
A: Please check your junk inbox and ensure orders@canadianproshoponline.com is on your safe senders list. If this does not solve the problem, there could be a typo in your email address. Send us an email and we are happy to help you get this resolved. Please note our system is currently experiencing an issue connecting to @sympatico.ca domains. We recommend updating your email address to another email if available.
Occasionally there can also be a problem processing your payment. As a result you will notice your cart has not been processed although you may see the charges sitting as a pending payment. Please note, this is a hold done by your bank and will disappear in a couple days.
Q: Why have I been charged for my order if it has not shipped yet?
A: Since all orders are processed and sent to the manufacturer at the time of purchase, we require full payment in advance. This allows the manufacturer to begin working on your order immediately and reduces the risk of suppliers running out of inventory.
Q: Why does my order show it is partially refunded?
A: There are two reasons you may see this status on your order. The first is that a refund was actually processed (i.e. you have a multi-item order and 1+ item is returned due to stock/sizing issues, at your request etc.). The second is that you attempted an unsuccessful payment with a gift card(s) therefore the gift card(s) were refunded until you successfully completed payment for your order. Note in this second case, there was no refunds made to the products in your order.
Q: I forgot to apply my discount code at check out, can I apply it now?
A: Discount codes are to be applied at time of check out. We are unable to process discount codes once the order has been submitted. However, if you email us at orders@canadianproshoponline.com we can issue a gift card for the discount amount.
Q: Am I able to pick up my order?
A: Since many of our items ship directly from the manufacturer warehouses, we do not offer a pick up option. There are some occasions that allow us to offer pick up for Ottawa residents for products ending in 87 or 98¢. If you would prefer to proceed with this option, include a note at check out and a member of our team will arrange a time for you to pick up your order. Please note this needs to be done during business hours (Monday to Friday from 9am - 5pm). You will be charged shipping at time of check out but if we find a suitable time for pick up, your shipping charge will be refunded at that time.
Q: How do I process a refund or exchange?
A: To process a refund or exchange you are required to submit this request to our orders team by emailing orders@canadianproshoponline.com. In the subject line, include your order number (starting with CPS and followed by 5 numbers) followed by "-E" for exchange or "-R" for return. For example subject line: CPS*****-E
Q: I have returned my item but have not been refunded yet.
A: Please note, it can take some time to process your order as we are working through a number of other new orders, exchanges and refunds. Please allow 1-2 business days to receive a refund notification. If you do not hear back, please give us a call to ensure we received the return/exchange.
Q: I received my refund confirmation but do not see the funds returned on my credit card. What should I do?
A: Depending on your original payment method you may see a delay in the funds being returned to your account. The average time to see a credit posted is 3-5 business days but is dependent on your bank. If you do not see your refund posted, we recommend giving your bank a call to confirm why they have put a hold on returning the funds to your account.
If you are using PayPal, times may exceed 5 business days and is recommended you reach out to PayPal directly for further assistance.
If you paid with a gift card, you will need access to the original gift card number. If you are unable to find the gift card you will need to reach out to a member of our team to have it resent to you. Please note, for security purposes our team members cannot see your entire gift card number so it will be emailed to the email address you used at time of purchase of the gift card.
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Still have questions? Our staff are in the office Monday to Friday from 9am - 5pm EST. You can reach us by phone toll free at 1-866-695-7123 or by email at orders@canadianproshoponline.com. For faster service, please be sure to include your order number in the subject line of your email or as part of your voicemail.