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    We are here to help!

    Find the answers to your questions below!

    COVID-19 Update

     

    Since March 16th, The Canucks Team Store has been temporarily closed, however we are pleased to announce we will be reopening for the 2020 Stanley Cup Playoffs.

    To ensure the safety and ability of our staff to physical distance there continues to be an increased processing time of 2-3 days for all orders.

    We hope that you and your family continue to be safe and healthy, as our Canucks Family gets through this together.

    GO CANUCKS GO!  

     

    Frequently Asked Questions

    Store Pickup

    Store Pickup is now available for all orders! Please select 'Store Pickup' button in your cart before checking out.

    Updated Store Policies

    Fans can now show both in store and online! For the the safety of our staff and our fans, new safety measures have been implemented. This includes a reduced capacity ( 12 max ), requires use of a hand sanitizer and a mask, as well as physical distancing in the store. We will be sanitizing the high contact surfaces regularly, as well as the payment terminals after each use.

     

    How do I know if my order is ready for pick-up?

    Once you complete your order you will receive a order confirmation email with the subject "Order #***** confirmed". At this point our fulfillment team will begin working on preparing your order.

    • Once our fulfillment team has completed your order, you will receive a fulfillment email with the subject "Order #***** is ready for pickup". At this point your order will be ready for you to pick-up.

      Please have the following ready when you pick-up your order:
      - Fulfillment Email
      - Piece of Photo ID

    Where do I pick up my order?

    The pick-up location for all Store Pickup order is the Canucks Team Store, located at Gate 6 of Rogers Arena.

    Canucks Team Store
    800 Griffiths Way, Gate 6
    Vancouver, BC V6B 6G1

    Monday - Saturday 11:00 AM - 5:00 PM
    Sunday 12:00 PM - 5:00 PM

    Can someone else pick up my order for me? 

    Yes, as long as you email us ahead of time we would be happy to accommodate this. Please send us a message with the order number, and the name of the person who is going to pick it up so we can add it to the order. If you have not contacted us, we are unable to release your order.

    Why was my order partially refunded, or cancelled? 

    Sometimes we have to cancel orders. This can be due to a number of reasons, including:

    Stock availability: It is most likely that your size ran out of stock before we could process your order.

    • Payment issues: Your payment did not go through or we were not able to verify your payment details.
    •  

    Can I cancel my order online?

     

    If you no longer want part or all of your order for any reason, please call us as soon as possible, or send us an email.

    Unfortunately, the option to cancel your order is NOT offered on the weekends, holidays, or after hours when our Consumer Service team is not available to execute the request.

    Shipping & Delivery

    What countries do you currently ship to?

    Canada, United States, International.

    Shipping times and costs are provided by Canada Post upon checkout.

    Orders to the United States, and International, 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 a order conformation message at that time. Following this, when your order is fulfilled and ready to be shipped out, you will receive a conformation email. If you have not yet received the SECONDARY conformation email with a tracking link, it has not yet shipped.

    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 takes 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?

    *XpressPost is NOT overnight shipping.

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

    *Note: For personalized 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 or FedEx) 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. 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 besides the tracking page, therefor you must reach out to the shipping carrier for additional details. To track your order please refer to the shipping conformation email, and click the tracking link provided. 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 as long as the item is unworn, and all original tagging still attached to garment. Please note, for exchanges we must receive the wrong item back to us before the new one is shipped!

    Please note the following restrictions that pertain to each collection:

    • Concerts
      • Final sale, no returns or exchanges.
    • Custom items
      • Final sale, no returns or exchanges.
    • Auction items
      • Final sale, no returns or exchanges.
    • Equipment/ Memorabilia/ Game Worn
      • Final sale, no returns or exchanges.
    • Sale section
    • Final sale, no returns or exchanges..

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

    *This is 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. Item’s must abide by our return and exchange policy above to remain eligible for refund or exchange. Please note, for exchanges we must receive the wrong item back to us before the new one is shipped!

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

    Vanbase
    ℅ Canucks Team Store
    Rogers Arena
    800 Griffiths Way Vancouver, BC V6B 6G1
    Attn: RETURNS / EXCHANGES

    Please include: original order slip if possible with a reason for the return, or size you would like to exchange the item for.

    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.

    IMPORTANT CONCERT RETURN & EXCHANGE NOTICE

     

    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. 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!

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

    Payment

    What types of payment are accepted?

     

    We accept MasterCard, Visa, American Express, PayBright, Apple 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.

     

    I want to try PayBright as a payment option, do you have more information on it?

     

    For more information regarding our "wear now, pay later" platform, please refer to our PayBright page here.

     

    Jersey's 101

    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:

     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.

    The cost of a name/number kit done by heatpress is: $90.00

    The cost of a name/number kit done by stitching is: $120.00

    The cost of a name/number kit for a vintage jersey is: $150.00

     

    I got 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 custmer, we are not able to process it back into our inventory.

     

    STILL HAVE QUESTIONS?

    support@vanbase.ca

    • *Email support: Mon-Fri 9:00AM-5:00PM

    Please refrain from sending multiple messages!