We are experiencing an extremely high volume of orders at the moment, orders may take longer to process than usual.
For International orders, please order by Nov. 24th and for Canadian orders, please order by Dec 8th to receive your order in time for the holidays.

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      We are here to help!

      Find the answers to your questions below!


      SHIPPING & DELIVERY

      What countries do you currently ship to?

      We ship Worldwide!

      Canada, United States, International.

      Shipping times and costs are calculated by Canada Post at checkout before payment is needed.

      Orders being shipped to the United States and Internationally may be subject to customs or brokerage fees. Canucks Team Store/Vanbase.ca is not responsible for reimbursement of these fees.

      How do I know when my order has shipped?

      When you place an order, you will receive an order confirmation message at that time. Following this, when your order is fulfilled and ready to be shipped out, you will receive a confirmation email. If you have not yet received the SECONDARY confirmation email with a tracking link, your order has not yet shipped.

      Shipping time frames do not include the time it takes to process the orders. Our fulfillment team works Monday - Friday (holidays excluded); orders placed after 12:00 pm PST on Friday will not be processed until the following week.

      Orders typically take us 3-5 business days to be processed, however, if we are experiencing a higher number of orders, especially during the holidays, it may take us longer to process all orders before you are updated with a confirmation of shipment or notification that your order is ready to be picked up.

      Orders are fulfilled in the order that we receive them in, this means there may be many other orders ahead of yours that we are working on fulfilling.

      Please note, jerseys may take longer to process if we need to have the name and number crested on to the jersey.
       

      Can I update or change my shipping address? / I entered in the wrong shipping address on my order.

      Yes! Please contact us as soon as possible if you notice an error in your shipping address or need it changed. Additional shipping rates may apply to a change of shipping address or to have items re-shipped.

      Orders with an incorrect/incomplete address which have failed to be delivered: If the order has been shipped and the customer has not contacted us about an update to the address beforehand, the customer is responsible for the cost to have the item re-shipped. Upon the order returning back to us, the order may also be cancelled, in which case, you will need to re-order your item(s) again. Shipping costs will not be refunded on any cancelled order if the address provided is incorrect or incomplete. You can also choose to collect your order in store in place of having it re-shipped.

      If an order has been shipped and successfully delivered to an incorrectly provided address, there is nothing that we can do about the package once it has been delivered to the provided address. Please get in contact with us as soon as possible if you notice your shipping address is incorrect in any way.

      I got an e-mail saying my order has shipped but just checked and the tracking has not updated, where is it?

      Please note, it can take up to 24 hours for Canada Post to pick up your order from us and scan it into their system. Once they have scanned the parcel, you will see movement on your tracking page.

      I selected a specific shipping method at checkout and my order is not here yet, what now? / Order fulfillment.

      *Expedited Parcel and XpressPost are NOT overnight shipping.

      Shipping time frames do not include the time it takes to process the orders. Our fulfillment team works Monday - Friday (holidays excluded); orders placed after 12:00 pm PST on Friday will not be processed until the following week. Please allow a few days for your order to be processed, package and shipped out.

      The Expedited Parcel shipping rate is the time Canada Post has estimated it will take to deliver your package once the order has shipped, not from the time you place an order. Shipping rates do not include the time it takes to process orders or the time it takes to process custom jersey orders. Orders are fulfilled in the order that we receive them in, this means there may be many other orders ahead of yours that we are working on fulfilling.

      Orders typically takes 3-5 business days to be processed, however, if we are experiencing a higher number of orders, especially during the holidays or with new collection launches, it may take us longer to process all orders before you are updated with a confirmation of shipment or notification that your order is ready to be picked up.

      All orders are sent via Canada Post.  Please note that we are unable to guarantee shipping within any particular date and can only provide delivery estimates as guidelines for your package delivery. Please refer to Canada Post’s Regional Information Chart for more information.

      **Please note, jerseys may take longer to process if we need to have the name and number crested on to the jersey. For customized jerseys, please add 2-4 weeks to the standard wait times.

      My tracking says delivered, but I don't have my package?

      In the rare case that your tracking number shows that your package has been delivered, but you still have not received it, CHECK YOUR TRACKING AGAIN. You must contact the shipping company (Canada Post, USPS, FedEx, etc.) to inquire as to the whereabouts of your package. Once a package's status is updated as "delivered", there is nothing we can do as the sender in terms of locating it.

      We only have as much information available that the tracking number provides us with.

      Vanbase is not liable for unforeseen issues caused by Canada Post/ FedEx or theft at your destination, but we will do whatever we can to help in the event of a lost of stolen package.

      IMPORTANT SHIPPING NOTE REGARDING DELIVERY

      Please check your tracking information BEFORE reaching out to us regarding your order. Unfortunately, once an order leaves our premises it is in the hands of the shipping company to be delivered promptly to the final destination. We do not have any information regarding the order once it has left the building besides the tracking information, therefore you must reach out directly to the shipping carrier for additional details. To track your order please refer to the shipping conformation email and click the tracking link provided or check out your Order Status page, where you can also find the tracking number link for your package.

      Please note, not all shipping services include a traceable number. If this is the case, please refer to our local and international delivery charts for an estimated time frame.

      RETURNS AND EXCHANGES

      What is your return policy?

      All regular priced items purchased from Vanbase may be returned or exchanged within 30 days (from delivery) as long as the item is unworn, unwashed and all original tagging still attached to garment, minus any shipping fees. The garment must be in sellable condition for us to accept a return or exchange.

      Will refund and/or exchange most items, provided it has not been damaged, soiled, washed, altered or worn and that all labels and tags are attached. Reasonable wear and tear, damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and materials over extended time and use are not covered by this policy.

      For an exchange, we must receive the returning item back to us before the new one is shipped! Visit our Vanbase Return & Exchange Portal here if you need to ship back an item for exchange, or visit us at the Canucks Team Store to do your exchange in person.

      For Canucks Team Store purchases, please visit us in store within 30 days of your purchase, along with the receipt, for any returns or exchanges.

       

      Please note the following collections are final sale, no returns or exchanges:

      • Face Masks & Face Coverings
      • Concerts
      • Custom items
      • Auction items
      • Equipment/ Memorabilia/ Game Worn
      • Sale items (items purchased on sale)

      How can I return my item I purchased online?  (Canada ONLY)

      *For Canadian residence only.

      To return your merchandise back to us, visit our return/exchange portal on Vanbase and submit a request! Once the request has been approved, a return label will be generated for you to send the item back! We will keep an eye out, and get you the correct item right away! Please note, for exchanges we must receive the wrong item back to us before the new one is shipped!

      Please shoot us an email if you are submitting a request in the portal to state: order number, reason for the return, or size you would like to exchange the item for.

      How can I return my item I purchased online? (International)

      To initiate a refund or exchange, please contact support@vanbase.ca to arrange the appropriate course of action.

      Unfortunately, at this time we are unable to issue return labels to our international customers; the cost to have a return or exchange shipped back to us and a new size shipped out will come at the expense of the customer. Items must abide by our return and exchange policy above to remain eligible for refund or exchange.

      "All regular priced items purchased from Vanbase may be returned within 30 days from delivery, as long as the item is unworn and all original tagging still attached to garment. Once we have received the item back, we will process the return for your purchase and issue any refunds/store credits, minus shipping fees."

      Please note, for incorrect items received, we must receive the wrong item back to us before the new one is shipped out.

      Once you have spoken to a Vanbase representative to arrange the return or exchange, you may send your order back to us at:

      Vanbase c/o Canucks Team Store

      Attn: RETURNS/EXCHANGES

      Rogers Arena

      800 Griffiths Way

      Vancouver, BC

      V6B 6G1

       

      Please include: original order slip if possible with a reason for the return or size needed for an exchange.

      Why do I have to wait for you to receive my return before you refund me?

       

      Before we can start processing your refund, we need to make sure that your returned product(s) meet our above return policy. When we can verify this, you will be reimbursed for the price of your purchase.

       

      How long does it take to have my money refunded back to me?

      Please allow 3-5 business day for the refund to be processed. Reimbursement of funds will be allocated back to the original form of payment used for purchase.

      CONCERT MERCHANDISE

      CONCERT MERCHANDISE IS FINAL SALE*

      Discounts, Returns, or Exchanges are not accepted on concert merchandise.

      If we have sold out of an item or size online, don't worry! We have many concert kiosks throughout the building with more product availability.

      WHERE TO PICK-UP YOUR ORDER DURING A CONCERT:

      Pick-up your concert merchandise at Section 113 on Level 100 of the concourse (Canucks Team Store) once you have received the "Pick-up Available" email from us, letting your know your order is ready. You can also choose to pick-up your order after the concert ends or any day after the show date from the Canucks Team Store.

      Please bring the following with you to pick-up your order once you have received a second confirmation email from us letting you know that your order is ready.

      • Order # (found in your Order Confirmation email subject line or in the "Pick-Up Available" emails)
      • Photo ID (that matches the name on the order, make sure to leave us a note at checkout if you need to add another name to the order)

      RETURN & EXCHANGE POLICY FOR CONCERTS:

      All concert items pre-ordered online are FINAL SALE. If you are coming to the show, and decide to purchase merchandise while at the show, we CANNOT give you a refund or cancel your existing order after the date of the show. Concert product DOES NOT belong to us, it is provided by the tour, and Vanbase is simply another avenue to sell the merchandise while giving you the ability to beat the lines! Once the tour has left, we no longer have access to any concert merchandise.

      Vanbase is NOT responsible for defective concert merchandise. We are unable to process refunds or exchanges on it.

      Though we do our best to make sure you receive the correct item(s), we encourage all fans to double check their concert purchases before the end of the show to ensure they have received the correct item or size.

      IMPORTANT NOTES:

      Please note, we receive concert product the day of the show. For orders being shipped, please allow 1-3 business days after the show to receive your shipping confirmation.

      *All concert product belongs to the tour and not Rogers Arena, Vanbase or the Canucks Team Store. Size exchanges can only be done at a concert merchandise kiosk the day of the show.

      All Prices shown are in CAD and have taxes included. As concert merchandise belongs to the tour, discounts are not applicable on any concert merchandise.

      PAYMENT

      What types of payment are accepted?

       

      We accept MasterCard, Visa, American Express, Shop PayApple Pay, Google Pay, and Shopify Pay.

      I see a pending payment on my credit card, but did not receive a confirmation email. What should I do now?

       

      This is a pre-authorized pending charge and is subject to change. The hold that you see on your statement could take up to 5-10 business days to be removed depending on your bank and their processing time.

      JERSEY INFORMATION

      How does the sizing work on the Adidas Authentic Pro Jerseys? 

       

      See the table below for an approximate size comparison between numbered jersey sizes and alpha sizes. Please note, "Numeric Size" is not the same as shirt or dress shirt sizing, please use the "Alpha Size or Chest Measurement" to determine your size.

       Numeric Size

      Alpha Size

      Chest Measurement

      42

      XXSmall

      37"-39"

      44

      XSmall

      39"-41"

      46

      Small

      41"-43"

      50

      Medium

      43"-45"

      52

      Large

      45"-47"

      54

      XLarge

      47"-49"

      56

      XXLarge

      49"-51"

      60

      XXXLarge

      51"-55"

       

      I would like to get a name and number put on my jersey. How much does this cost?

       

      Jersey customization can be done at the Canucks Team Store located at Rogers Arena.

      Adult and Youth jersey customization cost:

      Heat Press: $90.00 (Home/Away/Stick in Rink) & $98 (Skate- limited player names only, please call us to ask about stock)

      Stitching: $120.00 (Home/Away) & $150.00 Skate, Stick in Rink or Vintage jerseys)

      Please note, heat press kits are subject to availability.

      Child and Infant jersey customization cost:

      Screen printing: $40 (Home/Stick in Rink) and $50 (Skate)

       

      Some more information on the cresting methods we have available:
       
      Heat press: This is our in-house method, where we use an industrial heat press machine to press (iron) the name and numbers onto the jersey. This looks exactly like the stitching method, however it has a much faster turn around time and costs less than stitching. Jerseys can be done same day, as long as we have a staff member available to press jerseys that day, otherwise the heat press jersey processing time is 5-7 business days. Cost to customize a blank jersey with the heat press method ranges from $90 - $98, depending on the type of jersey being pressed.
       
      Stitching: With this method the jersey is sent out-of-house to have the name and numbers stitched onto the jersey. This method takes approximately 4-5 weeks for the jersey to be processed before it is ready for pick-up or shipping. All our custom stitched jerseys are done by the same team that stitches the players jerseys as seen on ice. Cost to customize a blank jersey with the stitch method ranges from $120 - $150, depending on the type of jersey being stitched.
       
      Screen Printing: With this method the jersey is sent out-of-house to have the name and numbers screen printed onto the jersey. This method takes approximately 4-5 weeks for the jersey to be processed before it is ready for pick-up or shipping. Cost to customize a blank infant or child's jersey with the screen print method ranges from $40 - $50, depending on the type of jersey being stitched.
       

      I purchased a custom jersey and would like to return it, can I? 

       

      Custom jerseys are NON-REFUNDABLE and NOT RETURNABLE! As it is a unique item created by the customer for the customer, we are not able to process customized jerseys back into our inventory.

       

      STILL HAVE QUESTIONS?

        support@vanbase.ca

      • E-mail support is available 
      • Mon-Fri 9:00am-5:00pm PST
      •  

      Please allow up to 3-4 days for a response from our team and refrain from sending multiple messages. We will be in touch as soon as possible!