*We normally respond to requests within a 24h business hours delay.

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 us: info@thinkempire.com

CLICK HERE TO CONTACT US RIGHT AWAY

Empire Online Store
2770 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.

ORDERING

You can proceed as a guest or create 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.

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.

Before completing the payment please verify your items size and color, billing and shipping address information and applied promotional or gift card codes.

*Once the order has been placed we can no longer apply any changes to the order.

PAYMENT, PRICING AND PROMOTIONS

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

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 than our retail locations, therefore prices may vary.

PAYMENT OPTIONS

• Visa
• Mastercard
• Paypal
• Google Pay
• Apple Pay
• Shop Pay
  
  

Sezzle is only available for specifically identified products.

How to use your gift card online:

1. Select the products that you want to order and add them to your shopping cart.
   
   
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 and apply it to your order total amount.
   
   
3. Enter your gift card information depending on what type of card you have:

Physical Gift Cards: Find the 10 character Identification Code and the 8 character Activation Code (scratchable zone) on the back of your gift card. On the right section of the checkout process, enter both codes back to back without any space in the "gift card or promo code" field, then click "APPLY".

Digital Gift Cards: Open the gift card email you received and click on "View your gift card". Copy the 16 character code and then on the right section of the checkout process, paste it in the "gift card or promo code" field, then click "APPLY".

4. Complete the left section of the checkout process.

Promotional codes are to be applied in the same field as gift card codes.

Simply add the promo code as written in the field and click apply.

Once applied you will see the amount deducted from your order total.

SHIPPING:

The customer is responsible for providing a valid SHIPPING ADDRESS for an order placed online.

**If a parcel is shipped to an incorrect address, unclaimed or the delivery refused and then sent back to our warehouse, the shipping fees will not be refunded and a flat 15$ CAD fee will be charged. 

We offer shipping with Canada Post, UPS, Courant Plus and FedEx.

Please note that Empire does not guarantee a delivery date.

RETURNS:

Please follow this link to our return policy:https://thinkempire.com/pages/easy-returns

WARRANTY CLAIMS:

Empire offers no direct warranty on the items it sells. The various warranties are carried out by the manufacturers and they decide if a product is covered and how. These warranties generally cover manufacturing defects and not breakage or normal wear and tear. Empire acts as a 3rd party between the customers and the manufacturers to help streamline the warranty process when possible. 

To make a warranty claim, the item must have been purchased at Empire less than 1 year from the date you are making the claim. Past that delay, you must contact the manufacturer directly. 

Most manufacturers that offer a limited warranty will not cover an item if:

• The item has been assembled or used improperly (misuse and abuse)
• The damage to the item is not resulting from a manufacturing defect
• The damage to the item is the result of normal wear and tear
• The damage to the item is deliberate
• The damage is caused by modifications or alterations to the item

To help speed up the process, make sure to contact us with as many pictures as possible of the item and its damage as well as your original order number or proof of purchase. We will then send all that information to our warranty department who will get back to us with a first appraisal. We will then let you know what the next steps are. 

Do not discard any item for which you want to make a warranty claim. If an item is deemed eligible for warranty, you will be asked to send it back to us so we can inspect the damage and coordinate with the manufacturer. Return shipping fees for warranty items are to be paid by the customer. If you wish for the manufacturer to cover the return shipping costs, you must contact them directly and process the warranty claim through them.

PRICING & PRICE MATCHING:

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 than our retail locations, therefore prices may vary.

If you provide us with screenshots and links to another Canadian supplier that has the same item, in the same color, size and collection, we will be able to match the price. Our price matches are only valid for unused products and are calculated in Canadian dollars. Please note that the competitor’s shipping fee will be factored into the price match calculation. We will only offer price matching for the price the item is sold for by the competitor at the moment of the request. 

We reserve the right to refuse a price match on certain items.

ORIGINAL HANG TAGS & BULK ORDERS:

Items sold on our website are not meant for resale. Some of them are displayed in our storefronts, which means that they may have been handled by customers, some brand hang tags may be removed and the original wrapping may be removed. We do not allow bulk orders and will not be supplying original wrapping or hang tags when they are missing. Please inquire as to what the status of an item is before ordering it. All the products we have in store are original, unused products. You can verify our status as licensed dealers on the websites of all the brands we carry. 

FAQ

Do you offer price matching?

If you provide us with screenshots and links to another Canadian supplier that has the same item, in the same color, size and collection, we will be able to match the price. Our price matches are only valid for unused products and are calculated in Canadian dollars. Please note that the competitor’s shipping fee will be factored into the price match calculation. We will only offer price matching for the price the item is sold for by the competitor at the moment of the request. 

*We reserve the right to refuse a price match on certain items.

Can I modify an order that has already been confirmed?

Once an order has been placed and confirmed, we cannot modify the items (size, quantity, add or remove). We also cannot modify a shipping address or shipping options. 

If you wish to make those changes, we must cancel the order and you must place a new one. If you wish to do so, please contact us via email at info@thinkempire.com

Can I cancel my order?

If your order has been placed and confirmed but not yet billed and shipped, we can intercept and cancel it. Once it has been billed and shipped, we can no longer cancel the order. All orders cancelled after 12 business hours being placed are subject to a 4.99$ cancellation fee.

If you wish to cancel an order, please contact us as soon as possible via email at info@thinkempire.com and mention Order Cancellation in the subject line.

There’s an item missing in my order or my order is incorrect, how should I proceed?

If there’s an item missing from your order, make sure to check your packing slip to see if the item is listed. If the item is missing and is not listed on the packing list, it’s possible that the item was out of stock and has not been charged on your final order. 

If an item is listed on your packing list but isn’t included in your order, please take pictures of the package as you received it as well as its content and the packing slip. Contact us at info@thinkempire.com so we can provide further assistance.

How to use my online gift card?

1. Select the products that you want to order and add them to your shopping cart.
   
   
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 and apply it to your order total amount.
   
   
3. Enter your gift card information depending on what type of card you have:

Physical Gift Cards: Find the 10 character Identification Code and the 8 character Activation Code (scratchable zone) on the back of your gift card. On the right section of the checkout process, enter both codes back to back without any space in the "gift card or promo code" field, then click "APPLY".

Digital Gift Cards: Open the gift card email you received and click on "View your gift card". Copy the 16 character code and then on the right section of the checkout process, paste it in the "gift card or promo code" field, then click "APPLY".

4. Complete the left section of the checkout process.

I’m getting a zip/postal code error message when trying to complete my transaction, what do I do?

This error message appears because the postal code you’re using for your billing address doesn’t match the postal code registered with your credit card company. You can correct this by contacting your credit supplier and updating your postal code or by using Paypal Express checkout, which will allow you to use the same credit card but will securize the transaction.


I don’t see Sezzle as a payment option, how can I use it to pay for my order?

Sezzle is only eligible for snowboard and splitboard equipment that is not highly discounted. However, if you add an eligible item to your order, your whole order will become eligible for Sezzle.


I did not get a confirmation email for my order

If you’re using a GMAIL server account: 

Check your promotions or spam inbox

If you’re using a Hotmail/Outlook/Live server account:

It’s possible that your inbox is blocking emails coming from info@thinkempire.com. In this case, you need to unblock us in the settings of your inbox. For the full steps on how to do this, follow this link: https://support.microsoft.com/fr-fr/office/bloquer-ou-d%C3%A9bloquer-des-exp%C3%A9diteurs-dans-outlook-sur-le-web-9bf812d4-6995-4d19-901a-76d6e26939b0

I’d like to have precisions regarding the sizings displayed on your website (W09 vs 09, K02 vs T02)

Here are some precisions regarding the shoe sizings displayed on our website:

• Sizes preceded by a W are women’s sizing. This means that a size displayed as W09 is a women’s size 9. There are some models made for both men and women, in which case both sizings will be displayed one after the other. This means that the Unisex(Men) sizing will be displayed first, followed by the women’s sizing.
  (Ex: 07.5/W09, this sizing would designate a size 7.5 for men and a size 9 for women.
  
  
• Sizings preceded by a K will designate Kids’ sizings. (Ex: K03 will be a size 3 for kids) Sizings preceded by a T will designate Toddlers’ sizings. Sizings preceded by a B will be Baby sizings.
  
  
• If you’re unsure about a sizing feel free to reach out to us or consult the manufacturer’s size chart to see all the specifications for the model you want.