Placing an order / Shipping & Returns
Ordering, Shipping & Returns
Here is the short version: We ship anywhere in Canada using Canada Post or courier. Orders placed online or by phone (403-658-5483) are processed before shipping and typically go out the next business day. Shipping costs are calculated at checkout based on your package size and destination. Packages over 100 cm in length carry a $25 oversize fee ($30 from October through January). Returns are accepted within 30 days on unopened items for in-store credit. You need a Return Authorization Code from us before sending anything back.
If you want to go a little deeper into any of that, full details are below.
How to Place an Order
Ordering from The Kite Guys is straightforward. Here is how it works:
- Create an account or check out as a guest
- Add your items to the shopping cart
- Proceed to checkout
- Confirm your order, select your shipping method, and complete payment
You will receive a confirmation email once your order has been placed.
Payment Options
Online: We accept all major credit cards processed securely through Stripe. You do not need a Stripe account. We do not store your credit card information.
By Phone: Prefer to order by phone? Call us at 403-658-5483 and we will take your payment personally and securely.
E-Transfer: Send payment to kiteguys@shaw.ca. Please include your order number in the comments field. All orders are processed prior to shipping.
Shipping Across Canada
We ship to all Canadian addresses. We do not ship outside of Canada.
We ship using Canada Post as our primary carrier. Courier service is also available on request. If you have your own courier account, contact us before placing your order and we can arrange shipping through your preferred carrier.
In the event of a Canada Post service disruption, we will fulfill orders using Purolator, Canpar, FedEx, or UPS Canada.
Estimated Delivery Times
- Standard / Expedited: 5 to 8 business days depending on your location
- Express: Approximately 3 to 4 business days
- Courier (ground): 4 to 7 business days to most urban centres
Shipping Costs
Shipping rates are calculated at checkout based on the dimensions, weight, and destination of your order. You will see a list of available shipping options before completing your purchase.
Important: Please enter your postal code in UPPERCASE to ensure accurate shipping quotes. If a rate appears unusually high, do not worry. Contact us and we will verify your package dimensions and correct the rate. In most cases this results in a credit to your account.
Oversize Packages
Packages exceeding 100 cm in length are considered oversize and are subject to an additional handling fee:
- Standard surcharge: $25.00
- Peak season surcharge (October 1 to January 15): $30.00
If your order includes an oversize item, we will contact you before shipping to confirm the details and collect the surcharge.
Remote Areas
Shipping rates are calculated on a general provincial basis. Remote or poorly serviced areas may be subject to additional fees and may not be serviceable by all carriers. We will notify you by phone or email if additional charges apply.
Shipping Address
Providing a complete and accurate shipping address is the buyer's responsibility. Please note that we cannot change your shipping address once an order has been shipped.
Courier services cannot deliver to PO boxes. If you are using a courier option, your address must include a complete civic address with house number and street name.
If a package is returned to us due to an incorrect or incomplete address provided by the buyer, you will be responsible for the additional shipping cost to resend your order as well as any redirects. If the addressing error was ours, we will cover the cost.
Order Tracking
Once your order ships, you will receive an email with your tracking number and a link to follow your delivery, where applicable.
In-Stock Items
We ship from stocked inventory. In-stock items typically ship the next business day. If an item is temporarily backordered, we will notify you and ship as soon as it becomes available.
Returns & Exchanges
We want you to be happy with your purchase. If something is not right, here is how to make it right.
Return Eligibility
- Items may be returned within 30 days of delivery
- Items must be in new, unopened condition in their original packaging
- Custom and personalized items are non-refundable
Return Process
Contact us by email before sending anything back. All returns require a Return Authorization Code issued by The Kite Guys. Returns received without this code will not be accepted.
Once we receive and inspect your returned item, we will issue an in-store credit for the value of the product, including applicable GST. Original shipping charges are not refunded.
Return Shipping
Return shipping is the buyer's responsibility. All return packages must include a tracking number. The Kite Guys are not responsible for returned items lost or misplaced by the return carrier.
Refund Timeline
Please allow up to four weeks from the date you ship your return to receive your in-store credit. This includes carrier transit time (5 to 14 business days) and processing time on our end (3 to 5 business days). In most cases it happens faster.
Damaged or Incorrect Items
If you received a damaged or incorrect item, contact us right away with your order number and a photo of the item. We will resolve it promptly.
Contact Us
Questions about your order? We are happy to help.
Phone: 403-658-5483
Email: kiteguys@shaw.ca