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Customer Service


Do not hesitate to contact us by e-mail at any time with any question about your online order or the products that are listed on our site. We have a highly qualified team of representatives that have been working in the snowboarding and skateboarding industry for over 20 years. They will get back to you as soon as possible.*

Contact usinfo@thinkempire.com CLICK HERE TO CONTACT US RIGHT AWAY

 Empire Online Store

2786 Chemin du lac
Longueuil, Quebec
J4N 1B8

Telephone (Toll free across North America): 1-866-615-8588 
Montreal and International Calls: 1-450-646-3886

*Web Customer Service Hours: Monday to Friday from 9:00 am to 5:00 pm EST.


Shipping & Delivery

 

IMPORTANT: The customer is responsible of providing a valid SHIPPING ADDRESS for an order placed online. If an order is shipped to a wrong or invalid address and is then returned to us, the order will be canceled and the shipping fees will not be refundable. If an order was shipped to a wrong or invalid address for free, a flat 10$ CAD fee will be charged to the customer upon reception of the returned order.

Free Shipping

We offer free ground shipping on all orders over 98$ before tax, everywhere inside Canada.* (Including products that are on sale)

*Exceptions: Highly discounted products identified in product description as Clearance Items and Final Sale are not eligible for free shipping. If one or more items in your order is ON CLEARANCE (40 to 50% off +), the shipping fees will be charged for that order. Some oversized items like big boardbags or travel bags and snowboards over 165cm are not eligible to the free shipping offer. Shipping fees are always charged for gift card orders.

Order Processing Time

Orders are shipped on business days only (Monday to Friday). Expect your package to be shipped out in the next 4 business days following the day you place an order. Should the delay be longer, we will contact you to let you know. (The shipping service you select does not affect the processing time of your order).

For any order being shipped to an address differing from the credit card holder's Billing Address or if we judge the shipping or billing information given by a customer is insufficient or invalid Empire will require the credit card holder to send:

- A scan or a photograph of a valid piece of ID
- A scan or a photograph of the back of the credit card (showing the signature)
- A scan or a photograph of the printed Empire receipt. (Always available from your account Dashboard)

If required you can send the documents by e-mail: info@thinkempire.com
or by fax: 1-450-646-6888

Choosing the Right Shipping Method

For any Canadian address Empire offers shipping services from:

Canada Post: (Recommended for any rural Canadian address or P.O. Box)

Expedited Parcel: (Regular service)
XpressPost: (Fast service)

Federal Express (FedEx):

FedEx Ground: (Delivered by truck in most Canadian Cities)
FedEx Priority Overnight: (Fastest service, recommended for all large Canadian cities)

Products Reserved to Canadian Customers

Due to agreements with certain companies some products on the site are strictly reserved to our Canadian customers and therefore can only be shipped to a Canadian address. Ex: An International credit card holder can always place an order and get it shipped to a Canadian address.

International Shipping

Empire offers international shipping with Canada Post to a number of international countries. Typical transit time is between 5-10 days, but occasionally items can experience customs delays of several weeks.

Calculating Your Order Cost in a Foreign Currency

All prices on our site are listed in Canadian dollars, and charged in Canadian dollars. The exact exchange rate that you will pay is determined by the bank that has issued your credit card, but in general it will match very closely with the going exchange rates. The following web page features a quick, easy, & free foreign exchange rate calculation using up-to-the-minute exchange rates:

XE.com - Foreign Exchange Rate Calculator

 

CONTACT US IF AN ITEM YOU LIKE ONLY SHIPS TO CANADA AND YOU WOULD LIKE TO HAVE IT SHIPPED AS A SPECIAL ORDER: INFORMATION / QUESTIONS: info@thinkempire.com

 

Returns & Replacements

 

IMPORTANT: Some selected products marked as Clearance at 40% off or more have a final sale status and may thus not be returned. No returns or exchanges will be accepted on underwear (except if defective).

RETURNS
Each refund request must be assessed by our online store Customer Service department. Before returning a product, you must get a return number (RA#) from our Customer Service. Please contact us at (info@thinkempire.com) to get a RA number before sending products back. 

Contact usinfo@thinkempire.com CLICK HERE TO CONTACT US RIGHT AWAY

Unused products may be returned within 30 DAYS. Return shipping fees are to be paid entirely by the customer, except when the product does not reflect the order. Only UNUSED products in their original box or wrapping will be accepted for return.

NOTE: Shipping and handling fees are not refundable. All merchandise must not be worn, altered, or washed before it is returned. Final Sale items may not be returned.

REPLACEMENTS
All returns with a valid RA number sent back to thinkempire.com will be refunded. If you want another size/color to replace the product that is returned, we invite you to place a new order. In proceeding this way, the replacement product is reserved to you and we don’t have to wait until the return to arrive at our location before shipping out your replacement. So you get the right product faster!

IN STORE RETURNS*

With the presentation of your online store order receipt, unused products may be exchanged in our retail locations within 30 days following the reception of the order. It is also possible to exchange products for a store credit or an Empire gift card. No in store return, credit or exchanges possible from December 26th to 29th.

*IMPORTANT: Products bought online cannot be refunded at our retail locations, only exchanged. Only unused products in their original box or wrapping will be accepted for an exchange. For tax reasons, product shipped outside of the province of Quebec will only be exchangeable for products of equal value and will not be creditable.

 

RETURN ADDRESS:

(Your Return Number Here)
Empire Online Store
Exchanges
2786 Chemin du lac, Longueuil
Quebec, J4N 1B8


Claims

You may put in a claim for a defective product by contacting Customer Service at info@thinkempire.com. You must then return the product in its original packaging, along with the return number you were given, and a copy of your invoice (or other proof of purchase). Empire Sports Inc. will pay return transportation fees only in case of shipment error. In all other cases, return transportation fees will be paid by the customer (to and from our warehouse). Before initiating return procedures, digital pictures may be required for verification purposes.

The history and status of your orders, as well as copies of your invoices, are always available at the following address: https://store.thinkempire.com/customer/account/index/

Order Accuracy

Before completing your transaction on our website, take a few minutes to double-check your order. By doing so, you can ensure the accuracy of your order. Make sure that all sizes are accurate, that the selected shipping method is the one you desire, and ABOVE ALL, that the products you ordered are the right ones. Help us serve you well so that your online shopping experience may be pleasant.

No refund or exchange will be granted on special orders.

 

Ordering

 

Creating an Account

By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more.

IMPORTANT: The customer is responsible of providing a valid SHIPPING ADDRESS for an order placed online. If an order is shipped to a wrong or invalid address and is then returned to us, the order will be canceled and the shipping fees will not be refundable. If an order was shipped to a wrong or invalid address for free, a flat 10$ CAD fee will be charged to the customer upon reception of the returned order.

Sign in to your existing account or create a new account. Shop around the site and add the products you want to order to your shopping cart.

Before checking out make sure to review the content of your shopping cart.

Follow the checkout steps. Select a shipping method. Then choose your method of online payment.

Once an order is placed we will package and ship your order as fast as possible. Orders usually go out in 2 business days. Some products can take up to 3 business days before they can be packaged and shipped.

If you choose to pay with a VISA or MasterCard credit card, your card will be pre-authorized for the total amount of your order.  If you decide to cancel your order before it is packaged and shipped we will cancel the pre-authorisation and your card will never be charged by Empire. Your credit card will be charged for the total amount of your order only on the day that the order is shipped out.

IMPORTANT: The transaction will appear on your credit card statement under the name EMPIRE EN LIGNE.

You will receive a tracking number by e-mail once the package is shipped and left our warehouse.

How to use a Promo Code

Before using a promo code you have to be logged in your Empire account (If you don’t have an Empire account, you can create one by clicking ‘’Sign Up’’ at the top right of the page, an Empire account is required to place an order on the site).

Once you have logged in your account, you can shop and select the items you want by adding them to your ‘’Cart’’. When you are ready to place the order for the items you selected, click on ‘’View shopping cart’’ at the top right of the page. In the Cart you will see a summary of your order, after reviewing your order you can enter the Promo Code in the field ‘’Discount Code’’ at the bottom of the page. Once the code is activated you will see the offer or the discount applied to your order total at the bottom right of the page. You can click ‘’Proceed to Checkout’’ to confirm and finalize your order.

 

Payment, Pricing & Promotions


All prices on our site are listed in Canadian dollars, and charged in Canadian dollars.

VISA and Mastercard are accepted on our website as well as the PAYPAL EXPRESS CHECKOUT service. 

IMPORTANT: The transaction will appear on your credit card statement under the name EMPIRE EN LIGNE.

We also accept PAYPAL payments if you have an existing PAYPAL account.


Empire GIFT CARDS

How to use your gift card online: (YOU WILL BE ABLE TO CHECK YOUR CARD BALANCE DURING THE CHECKOUT PROCESS)

1. Select the products that you want to order and add them to your Shopping Basket.

2. When you are ready to place the order simply proceed to checkout. You will be able to enter your gift card information during the checkout process, check your card balance and apply it to your order total amount.

3. You will find the 10 character Identification Code and the 8 character Activation Code (scratchable zone) on the back of your gift card.

4. Enter both codes in their respective fields and press the ''Redeem'' button to apply the balance of your gift card to the total of your order.

IMPORTANT: Shipping fees are always charged on gift card orders. Empire gift cards are redeemable online and at any EMPIRE retail location in Canada for merchandise only. Not redeemable for cash. Not a credit or debit card. Always keep your gift card in a safe place as it is NOT REFUNDABLE if lost, stolen or damaged. Check gift card balance online or at any EMPIRE store in Canada. Terms and conditions subject to change without notice.

 

How to use a Promo Code

Before using a promo code you have to be logged in your Empire account (If you don’t have an Empire account, you can create one by clicking ‘’Sign Up’’ at the top right of the page, an Empire account is required to place an order on the site).

Once you have logged in your account, you can shop and select the items you want by adding them to your ‘’Cart’’. When you are ready to place the order for the items you selected, click on ‘’View shopping cart’’ at the top right of the page. In the Cart you will see a summary of your order, after reviewing your order you can enter the Promo Code in the field ‘’Discount Code’’ at the bottom of the page. Once the code is activated you will see the offer or the discount applied to your order total at the bottom right of the page. You can click ‘’Proceed to Checkout’’ to confirm and finalize your order.

 

Our Online Store Price Policy

Prices are always subject to change without notice. ALL Prices listed on the Empire online store are not applicable in any of our retail stores and vice versa. The online store faces a different competition then our retail locations, therefore prices may vary.

 

FAQ

How is sales tax determined ?

Sales tax is determined according to the shipping address. If your billing address is in Québec but your shipping address is in Ontario, Ontario sales tax will be charged.

What are the accepted payment methods ?

You may pay for your order using the following credit cards  : Visa, Mastercard, and PAYPAL Payments.

Do you ship outside Canada ?

Yes. However, according to agreements with various companies, some items are specifically reserved to our Canadian customers and may not be shipped outside the country.

How can I keep track of my order ?

The shipment confirmation e-mail you receive contains all the necessary information. (You will also receive an automated e-mail from FedEx or Canada Post with your tracking number once your package is picked up and scanned.)

My order is over 98$ CAD but I was still charged for shipping, why?

If one or more items in your order are marked as ITEM ON CLEARANCE (40% off or more), the shipping fees will be charged for that order. Some oversized items like big boardbags or travel bags and snowboards over 165cm are not eligible to the free shipping offer.  Shipping fees are always charged for gift card orders.