Placing an order / Shipping & Returns
When Placing an order:
1. Create an account or register as a “guest”
2. Go shopping. (Place your items in your shopping cart)
3. Proceed to checkout
4. Confirm your order, choose your preferred shipping method and method of payment.
PayPal transactions are processed immediately and can be charged to your credit card. Alternatively, credit card transactions can be telephoned in to 403-658-5483 to be securely accepted. E-transfer payments to firstname.lastname@example.org (include order number) Transactions must be completed prior to shipping (orders usually shipped within 24 hours)
You will receive a confirmation e-mail once your order has been placed.
Shipping rates are determined after the ordering process has begun and you are ready to checkout. The dimensions and weight of each item is quickly calculated and a list of shipping options will appear. To complete your order click on your selection of shipper and confirm.
Occasionally errors may occur with the calculation and you may receive a notice for pickup from our location. Just give us a quick call or send an email to our attention and we are usually able to address this problem immediately.
PLEASE NOTE: Postal codes must be entered in UPPERCASE to give proper quotes. Sometimes the shipping rate gets a little crazy and gives out some outrageous amount to ship your order across the street or across town. Not to worry, The Kite Guys will catch these little blips. If there seems to be an extraordinary charge for shipping, we will confirm the actual package dimensions and weight and make an adjustment for you. More often than not, this results in a credit to your account.
Shipping during peak season Oct 1 - Jan 15 (according to Canada Post and most couriers services) There is a $30.00 fee for oversize items during peak season shipping.
You may return most new, unopened items within 30 days of delivery for an in-store credit only on the return of those items including GST (if applicable). This credit does not and will not include shipping cost. You are responsible for return shipping cost. Return items must have tracking identification. The Kite Guys will not be responsible for return items that have been lost or misplaced by the return courier service.
The customer will be responsible for any additional shipping fees and charges incurred to the package due to any incorrect or misinformation (typo) from the purchasing customer. Packages that are returned unannounced to The Kite Guys due to incomplete or incorrect address information that was provided by the purchaser (no fault of The Kite Guys) are typically subjected to additional fees from the Courier and must be reimbursed in full to the The Kite Guys before your order is considered complete.
You should expect to receive your refund of in-store credit within four weeks of giving your package to the return shipper, however, in many cases you will receive your in-store credit refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 14 business days), the time it takes us to process your return once we receive it (3 to 5 business days).
If you need to return an item, contact us via e-mail. All returned items must receive an "item return code" to be accepted. This code number is only available from The Kite Guys. We'll notify you return e-mail of your refund once we've received and processed the returned item.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
We use Canada Post exclusively or if you prefer "special delivery" we also offer, for your convenience, another courier of your choice. If you have an account with your own courier service, please provide us with all the necessary account information and we can set you up with this method as well.
PLEASE NOTE: In the event of loss of service involving Canada Post delivery service, we will be using Fedex and UPS Canada courier service.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Shipping Costs for kites have a lot more to do with volumetric weight than net weight. Please also note that the shipping rates for many items we sell are calculated based on length, width and weight.
To reflect the policies of the shipping companies we use, all weights and measures will be rounded up to the next full kilogram/pound, inches/centimeter. Additional fees may apply for oversize packages. Oversize is considered longer than 100cm in length. We will attempt to contact the purchaser before any oversize package that exceeds 100cm in length will be shipped.
Additional $25.00 oversize fee is required before order is completed and shipped out. (Over-size shipping surcharge increases to $30 for the peak period of October thru January).
Remote Areas: Shipping rates in our store are calculated on a general province basis. Remote or poorly serviced areas may be subject to an additional shipping fee and may not be serviced by all carriers. You will be notified by phone call or email if extra shipping charges are required.
Any claims for late delivery service guarantees and accepted refunds offered back from the courier service, will be returned to the customer in the form of store credit only.
Envelope - Subject to $5 minimum with no tracking number.
Standard / Expedited - You can expect 5-8 business days depending on your location.
Express - You can expect approximately 3 business day depending on location.
Courier Service- Ground shipping - you can expect 4 days to most larger urban centers
We typically ship from stocked inventory. In stock items usually ship the next business day from our warehouse. On occasion, items may be back ordered (they are en route to us), and we will ship items as soon as available.
Shipping Specials - from time to time we will offer shipping incentives. These may take the form of reduced or Free Shipping using Canada Post Expedited Shipping. Over-sized shipping surcharge may be applicable to over-sized items.
Shipping Address: Providing a complete, accurate shipping address is the buyer's responsibility. Please note address cannot be changed after the item has shipped. Any undeliverable items are generally returned to us. We are happy to resend these items, but you will incur an additional cost for shipping. If we misaddress your shipment - we will pay for return shipping.
Tracking your Package: You will be emailed a tracking number and link to track your packages delivery progress, if applicable.