Questions?
We've got answers. – Canadian Pro Shop Online FAQs on orders, shipping, returns and payments
Everything you need to know about ordering golf gear from Canada's 100% Canadian online pro shop.
Are you Canadian? Absolutely.
We're 100% Canadian owned and operated, and staffed by Canadians. We serve golfers across our amazing country, from coast to coast.
Thanks for shopping with Team Canada.
Orders & shipping
Where is my order?
Shipping times depend on order volumes, manufacturer stock and replenishment dates. For shipping estimates, check out the Shipping & Delivery section of our website.
Why haven't there been any updates to my order status?
Your order status will show as unfulfilled until your order ships. Once it ships, the status updates to fulfilled and tracking is emailed to you. If there are delays or issues with your order, our team will contact you as soon as the manufacturer notifies us.
My order shows as delivered but I haven't received it. What do I do?
Wait 24 hours, as deliveries are sometimes delayed, then reach out to us by email with your order number in the subject line. We need to open an investigation with the courier within 1 week of the delivery date. Investigations can take a few weeks, as the courier must review the claim and retrace the scans.
Can I pick up my order?
Since many of our items ship directly from manufacturer warehouses, we don't usually offer pick up. On some occasions we can offer pick up to Ottawa residents for products with prices ending in 87¢ or 98¢. If you'd like this option, add a note at checkout and a member of our team will arrange a pick-up time during business hours (Monday to Friday, 8am to 4pm ET). You'll be charged shipping at checkout, and it will be refunded if we can arrange a pick up.
Returns & refunds
What is your return policy?
You'll find our return policy in the Return & Warranty section of our website. It's pretty awesome.
How do I request a refund or exchange?
Email our orders team at orders@canadianproshoponline.com. In the subject line, include your order number (starting with CPS and followed by 5 numbers) followed by "-E" for an exchange or "-R" for a return. For example: CPS*****-E
I've returned my item but haven't been refunded yet.
Processing can take some time, as we're also working through new orders, exchanges and refunds. Please allow 1 to 2 business days to receive a refund notification. If you don't hear back, give us a call to make sure we received your return or exchange.
I received my refund confirmation but don't see the funds on my credit card.
Depending on your original payment method, it can take time for the funds to return to your account. A credit usually posts within 3 to 5 business days, depending on your bank. If you still don't see it, call your bank to ask why the funds are on hold.
PayPal refunds can take more than 5 business days; contact PayPal directly for help.
If you paid with a gift card, you'll need the original gift card number. If you can't find it, contact our team and we'll resend it. For security, our team can't see your full gift card number, so it will be emailed to the address used when the gift card was purchased.
Why does my order show as partially refunded?
There are two possible reasons. Either a refund was actually processed (for example, one item in a multi-item order was returned due to stock or sizing issues, or at your request), or a gift card payment attempt was unsuccessful and the gift card amount was refunded until you completed payment. In the second case, no products in your order were refunded.
Payments & discounts
Do you have discount codes for first-time customers?
We sure do. Join our free Clubhouse Rewards program and start earning discounts toward every purchase. It's the best golf rewards program out there.
Why is my discount code not working?
Please make sure the items in your cart meet the requirements for the discount code. Discontinued lines aren't eligible for further discounts, even if they meet the minimum purchase. There's a limit of 1 discount code per transaction.
I forgot to apply my discount code at checkout. Can I apply it now?
Discount codes must be applied at checkout, and we can't apply them once an order is submitted. However, if you email us at orders@canadianproshoponline.com, we can issue a gift card for the discount amount.
Can I use two different payment methods?
Our system accepts 1 form of payment, except for Canadian Pro Shop Online gift cards, which can be combined with one other payment method. To use prepaid Visa or Mastercard gift cards, buy a Canadian Pro Shop Online gift card with them, then pay the remaining balance with your credit card.
I keep getting an error that my postal code is not correct.
This safety feature helps prevent fraudulent orders. Make sure the postal code for your billing address matches the one associated with your credit card. If it's correct, contact your bank, as they may have entered it incorrectly when you signed up or changed your account. If that doesn't fix it, give our orders team a call and we'll do our best to resolve it on our end.
I was charged for my order but never received a confirmation email.
Please check your junk folder and add orders@canadianproshoponline.com to your safe senders list. If that doesn't solve it, there may be a typo in your email address. Send us an email and we'll be happy to help. Please note our system is currently having trouble delivering to @sympatico.ca addresses, so we recommend using another email address if you can.
Occasionally there's a problem processing your payment. Your order won't go through, but you may see a pending charge. This is a hold placed by your bank and will disappear in a couple of days.
Why was I charged if my order hasn't shipped yet?
All orders are processed and sent to the manufacturer at the time of purchase, so we require full payment in advance. This lets the manufacturer start on your order right away and reduces the risk of suppliers running out of stock.
Products
I can't find a product on your site. Can you source it for me?
Does my club come with an adjustment tool and headcover?
All new clubs come with a headcover. Clubs that need an adjustment tool don't always include one, but you can request one at the time of purchase. Used clubs are an exception and subject to availability. Used clubs may be labelled "demo", "rental", "trade-in" or "fitting", and the description will say whether a headcover or adjustment tool is included.
About us
Are you Canadian?
Absolutely. We're 100% Canadian owned and operated, and staffed by Canadians. We serve golfers from coast to coast.
Where are you located?
We're located in Canada's capital region, in Ashton, Ontario (Ottawa). We're a small business that has been in the golf industry for 50 years. Over that time we've built close relationships with many of golf's biggest brands, which lets us offer great pricing on their products.
I haven't heard of you before. How do I know you're a legitimate business?
We invite you to check out our sister company, Canadian Golf & Country Club. We've been in business for 50 years. And by shopping with Canadian Pro Shop Online instead of a big box retailer, you're supporting a great Canadian small business.
I sent an email or called but haven't heard back yet.
Our team looks forward to speaking with you and works through inquiries in the order they're received. Please allow 1 to 2 business days, as we sometimes need more information from the manufacturer or are handling higher than normal volumes. If you emailed and haven't heard back within that time, please give us a call in case your email was blocked by our servers.
We're here to help
For faster service, include your order number in your email subject line or voicemail.