FREE SHIPPING ON ALL ORDERS - ENDS NOV 30TH

Customer Care

Help & FAQs

Got a question? Read on to find answers to our most Frequently Asked Questions.

SHIPPING AND DELIVERIES

Regular, in-stock orders may take 3 - 4 business days to ship (unless otherwise specified). Some items ship directly from the vendor and can take up to 4 - 5 weeks to ship. Once your package ships you will receive a shipment confirmation email with your tracking number. All items that ship directly from the vendor are noted on the product page before checkout.

We use a number of different carriers depending on what we are shipping, where we are shipping to, etc. We generally ship orders with FedEx or Fleet Optics, but exclusions may apply. Please note Fleet Optics tracking numbers start with GTN whereas FedEx tracking numbers are a 12-digit number.

A shipping confirmation e-mail will be sent to you once the order ships with the tracking number details to track your package. Some orders may be shipped directly from the vendor, in which case, they may use a different carrier.

We are unable to cancel or modify your order in any way once it has been placed.

In-store pick up (BOPIS) orders cannot be changed to a home delivery order. Home delivery orders cannot be changed to in-store pick up.

Once you submit your order, we cannot make changes or modifications to your order shipping details.

No, at this time, we do not ship customer online orders to stores. It’s best to contact our Customer Service team to inquire about inventory at a particular store, or you can contact your local Golf Town for their on-hand inventory.

If your local store does not have the item you are looking for, but it is available online, you would be required to pay the $9.99+tax shipping fee should your order not reach the free shipping threshold of $99 before taxes.

At this time golftown.com does not ship outside of Canada.

We will do our best to send items in one shipment. However, your order may arrive in multiple shipments, depending on where your items are located in our fulfillment network.

If your order is shipping in multiple packages, you will receive multiple shipping confirmation e-mails with the corresponding tracking number(s).

You will only be charged for items once they are shipped. Therefore, if your order ships from multiple locations, this will result in multiple charges on your credit card.

We currently do not ship to PO boxes.

Although your shipping confirmation e-mail may default to FedEx, your order may be shipped by a different carrier(s). Including but not limited to one of the following carriers: FedEx, Fleet Optics, Purolator, UPS, DHL, and/or Canada Post.

If you are having trouble viewing your tracking details, the recommendation is to copy and paste your tracking number in your Google search bar. This generally will take you to the correct shipping company browser.

Door Dash

Same day delivery orders made before 2PM will be delivered within a few hours. It’s affiliated with Door Dash. Orders placed after 2PM will be delivered next day.

An email and SMS notifications will be sent for status updates of your order.

All same day delivery orders over $500 will require a signature upon delivery.

Not all stores are set up to process orders with same day delivery. Both your postal code and item must be available at a brick and mortar store within 15kms of your postal code.

Orders placed before 2 pm will be delivered in a few hours. Orders placed after 2 pm, will be delivered the next day. You can confirm if a product or area is eligible during the checkout process by entering your postal code during the checkout process.

*For more door dash related questions, please visit https://www.golftown.com/en-CA/shipping.html

Order Issues

If what you received in your order does not match your order confirmation, please send our Golf Town Customer Service team an email with the following details: order number, a photo of the item(s) received, packing slip, and any other helpful details. Our team will work with you to find the best solution as quickly as possible.

Should you notice any discrepancies with your order you must notify us within 30 days of your order being placed for us to work with you to resolve it.

If your item is damaged, please contact the Golf Town Customer Service Team within 30 days of receiving your package. Please include your order number, a photo of the damaged product, and any other helpful details. Our team will work with you to find the best solution as quickly as possible.

Should you notice any discrepancies with your order you must notify us within 30 days of your order being placed for us to work with you to resolve it.

Orders may ship in one (1) or more shipments. To verify, please check the shipping confirmation email and the packing slip included in the parcel. The packing slip will confirm which items you can expect to find inside each carton.

If an item is still missing, please contact Golf Town Customer Service within 30 days of receiving your package. Our team will work with you to find the best solution as quickly as possible.

Should you notice any discrepancies with your order you must notify us within 30 days of your order being placed for us to work with you to resolve it.

Product availability is subject to change between the time that an online order is placed and the time of fulfillment. Customers will be contacted should there be any difficulty in completing their order.

Gift Cards

Yes, gift cards can be used online. A maximum of 3 Gift Cards can be used on an order.

You can use three (3) gift cards so long as it covers the entirety of the order, if they do not, you may only use two (2) plus one other payment method (e.g. PayPal, Credit Card).

If you have more than three (3) gift cards that you want to use on your order, gift cards can be consolidated through the customer service team by e-mailing gtecommerce@golftown.com or using the contact us page on golftown.com.

This process can take up to 7-10 business days after the required information has been submitted to the customer service team via e-mail.

Yes. Happy Active cards are used as a credit card. The Happy Card needs to either cover the entirety of the purchase, or be combined with a Golf Town gift card.

To apply a Happy Card to your online purchase, you need to enter it as a Credit Card in the billing section. Golftown.com cannot take multiple credit card payments on a single online order.

Note at this time you cannot use a happy him card to buy a gift card via golftown.com.

PAYMENTS & PRICE ADJUSTMENTS

All of golftown.com prices are in $CDN Canadian dollars. We accept payment via VISA, MasterCard, American Express, Golf Town Gift Card, and PayPal.

If you made the purchase online, and the item(s) go on sale within the first 30 days of your purchase date, you are entitled to a price adjustment. Please contact our Golf Town Customer Service team with your order number and the item(s) that show on sale. If this was an in-store purchase, you will need to visit the store directly in person during the sale time to obtain the price adjustment. Please note, that we do not price adjust for limited time sales, flash sales, or daily deals.

BOGO is an industry standard type of sale where you buy one (1) item and get the second item at a sale price or free depending on the offer. The equal or lesser valued item, part of the same promotion, will be the one that receives the sale pricing.

At this time, status cards can be used in-store. They cannot exempt the taxes for online orders over our website, however, you can submit your claim through your appropriate Government website.

As Canada's golf superstore, we're proud to offer the top brands in golf at competitive prices. And if you do find a lower advertised price on any item we sell at another authorized Canadian golf retailer, we'll match it.

Golf Town Limited also offers a 30-day price protection policy. If an item you purchased is reduced within a 30-day period, we'll refund you the difference (some exclusions apply).

At this time, price adjustments for in-store purchases must be done through a local Golf Town store.

If we are unable to source all items from your order from the same shipping location, you may receive multiple shipments and therefore multiple smaller charges for your order depending on the item(s) that shipped.

RETURNS & EXCHANGES

Golf Town offers a 30 day return period for all purchases made online. The shipping fee is non-refundable. Online returns with a valid receipt can be made at any of our retail locations. Refunds on eligible items will be issued to the original form(s) of payment. Please see below for instructions on how to make a return by mail.

Returns via mail/courier are accepted into our Return Processing Centers. We will only accept returns on items that are in their original condition: unworn, unused, and unwashed with all the original tags and packaging intact. We do not accept returns or exchanges on gift cards, swimwear, undergarments, or products that are worn or damaged.

Any purchases made between Nov 14th, 2022 and Dec 14th, 2022 will qualify for an extended holiday season exchange period valid until Friday, January 13th, 2023. Purchases made after Dec 14th, 2022 will revert back to our usual 30-day return/exchange policy.

The following items may not be returned or exchanged: 1. Custom orders 2. Personalized items, 3. Undergarments, 4. Technology (GPS, Rangefinders) if used or registered with the manufacturer as well as 5. gift cards.

Online purchases can be returned by mail within 30 days of the shipping date. Our retail locations will also accept online returns, but this must be done in person, and cannot be mailed.

Customers are responsible for the return shipping costs when making a return by mail. As such, we recommend shipping with a courier that can provide tracking and insurance as Golf Town is not responsible for lost packages.

Please include a copy of your receipt in your return when packing your items. Then, mail or courier your package to one of the following addresses:

Returns processing center 516
1635 Victoria Street East
Unit A14
Whitby, ON
L1N 9W4

Returns Processing Center 553
18831 Stony Plain Rd. NW
Edmonton, AB
T5S 2V9

There is no restocking fee on online orders returned by mail or at a Golf Town location.

Please note if you were charged $9.99 plus tax for shipping, it is not reimbursed when doing a return.

We do not offer direct exchanges by mail. Please send your online order items to us as a return (Please see “How do I make a return” above for instructions) and place a new order for your preferred sizes(s) and/or color(s) at your earliest convenience. We will issue a refund once the original order has been received and processed by our Return Processing Center.

Please note, if a price adjustment is needed for your exchange (i.e. the same item but exchanging for a different size) please let Customer Service know both the original and new order number and we will do our best to assist you accordingly.

If you used a credit card to make your initial purchase, you need to check your statement back on the processed date of the return. Refunds can also take 4-7 business days to show up on your statement depending on your banking establishment.

If you used a Golf Town gift card, a new gift card should have been issued at the time of the return.

Items purchased for a BOGO promotion or sale will be honored to the equal or lesser valued item. Our system will divide the pricing up accordingly among all items part of the sale.

For example, if you purchase items part of a BOGO sale where one of the items is “free”, the price of the other item will be divided and spread over both items, giving each item a “value”. If you return one of these items in store, you will receive a refund of half price. If you have further questions or concerns, please contact our Customer Service Team.

GENERAL INQUIRIES

If the item is not available for BOPIS, it means that inventory is not available at that location. You may need to expand your search location or ship to home should that be an option.

All brand-new Drivers, Fairways, Hybrids, and putters will be shipped with their matching head cover, unless specified otherwise online. This will be noted in the description section of your item in question.

As for the tool for adjustable clubs, most vendors no longer provide a wrench for each club. Wrenches are generally universal and can be used across all brands. Some items require specific tools, at which point, these items will be shipped with the appropriate tool/wrench.

Yes, we take trade in’s at our Golf Town locations. Bring your old clubs into any Golf Town Limited location and one of our expert sales associates will appraise them based on values from the Golf99 (or similar) price guide.

Please note, you must make your purchase the same day for clubs as your trade in to obtain that value.

Please visit our website to see more details https://www.golftown.com/en-CA/wetaketrades.html.

Generally, all custom fittings must be completed before a purchase to receive a free fitting. Custom Fittings can only be done on the most current model per vendor.

For more details related to custom fittings, please visit our website page for details https://www.golftown.com/en-CA/custom-fit/

WARRANTY

Warranty policies will vary depending on the product and/or vendor (brand). Proof of purchase is required when inquiring about a warranty claim.

All warranty claims are to be handled in a Golf Town store directly. If you are located in an area that does not have a Golf Town location, please be sure to contact our customer Service team for more assistance.

CUSTOMER SERVICE

You can reach our Customer Service team via email using our contact us page or by e-mailing us directly at gtecommerce@golftown.com.

You can connect with one of our agents by providing us with details of your issue or inquiry and your contact number via e-mail throughout contact us page or by e-mail gtecommerce@golftown.com. Our representatives are working as best as they can to get to each customer inquiry within 24-48 hours. Please visit our Contact Us page to submit your e-mail.

We take all customer concerns and inquiries very seriously. When you send an email or contact through golftown.com, you will receive an automated e-mail with a case # confirming we have received your inquiry. Please allow 1-2 business days (Monday – Friday) for an initial response.

DEMO CLUBS

A demo golf club has been previously enjoyed by another player(s). It may have been used outside, as a rental set, at a retailer as a test club in the simulator to perform custom fittings, or at vendor sponsored events. The condition of these clubs can range from nearly new to showing normal signs of wear for a used-club (e.g. blemishes, ball-marks, minor scratches, worn grips, etc.).

Yes, demo clubs are available in-store and online.

Demo clubs may be returned or exchanged at any Golf Town store location within 30 days of the original purchase date. All demo purchases made on golftown.com can be returned at any Golf Town store location or by mail to one of our Return Processing Centres within 30 days from the date of purchase (please see the back of your packing slip for more details).

The inventory of demo clubs for this year’s event are in the best condition we have seen in recent years, however please remember that most demo clubs will show visible, cosmetic signs of use including but not limited to blemishes ball marks and grip wear. All demo clubs sold in the Demo Event have been inspected by one of our golf club experts to ensure it performs like new.

All demo clubs offered in the Demo Event carry a one (1) year warranty from the date of purchase.

Each demo club has been cleaned and inspected by a Golf Town club expert before being shipped to certify that it will perform like new.

Most orders are processed within 2 business days and arrive at their destination within 2 - 5 business days once the order has been shipped, however shipping times will vary depending on the carrier and final destination. Once your order is picked up by a carrier (FedEx or FleetOptics) you will receive a shipment confirmation email with the tracking number that you can use to conveniently track your order online.

Headcovers and wrenches are not included with the purchase of demo golf clubs. Demo headcovers and wrenches will be available to purchase separately at some Golf Town store locations based on inventory availability. Note: most wrenches are now universal (with Srixon being the only exception) so as long as you have a wrench, it should work with your new demo club purchase.