Customer service

If you have any questions regarding your online purchases, please contact us at 1-800-914-3077 or via email through info@momosports.ca, between 9am et 5pm (Eastern Standard Time) on business days.

 

In order to find our contact information and opening hours, please visit our contact us page.

 

Delivery

 

Is shipping free?  

We offer free shipping anywhere in Canada with any purchase of $75 or more before taxes*. 

Otherwise, shipping is $8,99 + taxes. 

 *There are only two exceptions to free shipping:  

 1 - An additional $10 fee will be charged for the following oversized products: snowshoes, alpine or cross-country skis, walking or ski poles, snowboards, tents, hockey sticks, and products weighing 10 pounds or more or over 36 inches long. The products that incur this fee vary throughout the year and are at the discretion of Momo Sports.  

 2 - A fee of $10 per order applies to orders shipped to the following remote areas: Northern Quebec, Western Canada, Yukon, Northwest Territories, Maritime provinces, Nunavut, and other remote areas not mentioned.  

 Momo Sports reserves the right to contact you by phone or email in case of any changes to the shipping charges initially charged.  

 

How long does it take to process my order?  

Orders are processed within 24 hours, Monday to Friday. However, some orders may take 48 to 72 hours to process, depending on product availability. You will receive an invoice by email when your order is finalized and ready to be shipped.  

Please note that during busy periods (Black Friday, Boxing Day, sales and holidays), the processing time may be longer. 

 

How long does it take to deliver my order?  

Under normal conditions, orders will be delivered within 2 to 5 business days following billing. Momo Sports orders are shipped with Canada Post, Purolator or Nationex, to offer the best delivery time anywhere in Canada.  

Please note that tracking numbers are only valid once the carrier has picked up your package at our warehouse. Packages only are picked up Monday to Friday at the end of the day. If you receive a tracking number on Saturday, for example, you will be able to track your package starting the following Monday at the end of the day.  

Momo Sports is not responsible for shipping delays caused by carriers.  

 

How can I track the progress and delivery of my order?  

The easiest way is to log in to your account on our website.   

Once in your account, you will see your transaction history and will be able to track your order.  

 You will receive a total of 3 emails to track your order:   

1 - A confirmation email will automatically be sent to you after you finalize your order. You will get your order number starting with 200XXXXXXX. This will be your reference number.  

2 - A billing email, once we have received your entire order and processed it in our system.  

3 - A shipping email will finally be sent to you. Depending on the delivery method you choose (in-store pickup or shipping), you will get a confirmation that your order is ready to be picked up in-store or a shipping tracking number to follow your package.  

 

Are returns free?  

A return processing fee of $10 plus tax will be deducted from your refund when processing your return. Please note that shipping charges are non-refundable.  

Returns of web orders are accepted in our stores without a return processing fee.  

 

How do I make a return and get a refund on my order?   

To obtain your return authorization, you must email us at info@momosports.ca or contact us by phone to get your authorization number. We will send you a pre-paid label to stick to your package. A fee of $10 plus tax will be deducted from your refund when processing your return.  

Then, pack the item(s) securely in a shipping bag or a box. Please include all documentation, parts, and accessories. All products must be returned brand new, including the box and packaging, to receive a refund.  

Products returned unpacked, used, incomplete, damaged, soiled by the customer or received outside the maximum of 10 days after obtaining a return authorization number will not be refunded or exchanged. No exception will be made. These products will be returned to you at your expense.  

The return can also be made in-store with the order number or the invoice.  

 

Is my gift card valid online?  

Unfortunately, if you have a Momo Sports gift card in your possession, you cannot use it on our website. It is only valid in one of our 2 stores.  

 

When can I pick up my order in-store?  

You will receive an email notification and a web service clerk will contact you by phone when your order is ready to be picked up. You will need to wait for confirmation before coming to the store to pick it up.   

Can someone else pick up my order in-store?  

Yes, absolutely. The person picking up your order will need to show identification, as well as the order confirmation that was sent to you by email. Please note that without the order confirmation, only the customer listed on the invoice will be able to pick up your order. Exceptions for high-value products may apply at the discretion of the store.  

 

How long will my order be held at the store?  

Your order will be available for 15 days. After this period, we will contact you by phone to confirm that you still want your order. If you do not confirm your order, the transaction will be refunded and your items will be returned to inventory. Please note that orders not picked up will incur a $10 processing fee.  

 

 

 

Returns

 

Exchange and Refund

 

The sale of property is a contract which binds the seller and the buyer. Momo Sports has the obligation to take back goods sold defective, but is not, if the property was sold non-defective by the Quebec Consumer Protection Act. That said, we allow the customer to have a period of 30 days from the receipt of the goods (excluding custom products or specially ordered for the client), on the online store, to return them to Momo Sports for trade or refund.

Returns or refunds can be made in person in all our stores or by mail through Canada Post or Purolator. For all returns of merchandise by mail, you must contact us to receive a return authorization number. Without it, your return will be refused. The products must be new in their original packaging, intact and unused. The refund is within 10 days of purchase proof. On any product discount of 40% and more, the sale is final with no return or exchange possibility.

Any claims made after the 30 day deadline will not be accepted.

 

Exchange

Unfortunatelty, we are not accepting exchanges for the moment. If you wish to exchange an item, you must return the item, we will reimburse you and after you may order your new item.

 

Refund

 

Regarding cancellation authorized by Momo Sports and if the customer has met the terms of this present policy, the refund will be by the same payment method as the original purchase and will be made within 15 days after the reception of the merchandise. Therefore, if Momo Sports judges that the regulations have not all been met, it reserves the right to refuse an exchange or refund.

 

In store:

 

Return procedures for an exchange or a refund:

  1. We ask that you have in your possession your Internet bill when you present yourself to one of our stores in Sherbrooke or Granby.
  2. If you want a refund, an exchange or a credit note, you have 30 days after receiving your products.
  3. For a product exchange:
    1. You can come see our cashier to inform them of your request, and we will guide you afterwards.
    2. In a perfect condition for resale.
    3. In the original package.
    4. Accompanied by all accessories.
    5. Accompanied by a copy of the invoice.

 

By mail:

 

Return procedures for an exchange or a refund:

  1. Before any return, the customer must write us via the contact us page to obtain a return authorization number. Without it, your return will not be accepted.
  2. After obtaining a return authorization number from Momo Sports, the products must be:
    1. Returned under the following maximum 10 days of receiving the return authorization number.
    2. In a perfect condition for resale.
    3. In the original package.
    4. Accompanied by all accessories, use notices, labels.
    5. Accompanied by a copy of the invoice.
    6. Attach a photo of the product.
    7. All clothing must be recently washed and cleaned. If a piece of clothing is returned to a supplier and they judge it wasn't properly or recently washed, the supplier will charge us $35.00 and the client will have to pay the $35.00 and will have to wash the product properly in order to for us to return it to the company.
  3. The packages containing the products returned by the customer must have a mandatory return authorization number and is clearly indicated, which will be given by Momo Sports on the package. Any parcel not having the number will automatically be refused with no exceptions.

In all cases of returned products unpacked, used, incomplete, damaged or soiled by the customer or received outside of the maximum 10 days after obtaining a return authorization number, there are no return or exchange possible and no exceptions will be done. The products will be returned at the customer's expense.

The return may still also be in store with the return authorization number or invoice. To this effect, each claim will be evaluated by our customer service.

 

 

Warranty

 

In store:

 

Procedures for a warranty:

  1. We ask that you have in your possession your Internet bill when you present yourself to one of our stores in Sherbrooke or Granby.
  2. For a defective product:
    1. Come see our customer service from Monday to Friday between 9:30am and 4pm (Eastern Time).
      The manager will follow up with your request.

 

By mail:

 

Return procedures for exchange or refund:

  1. Before any return, the customer must complete a return application (Form) to obtain a return authorization number. Without it, your return will not be accepted.
  2. After obtaining a return authorization number from Momo Sports, the products must be:
    1. Returned under the following maximum 10 days of receiving the return number.
    2. Accompanied by all accessories.
    3. Accompanied by a copy of the invoice.
    4. Attach 2 photos of the product, 1 photo of the package and 1 photo of the defected spot.
    5. All clothing must be recently washed and cleaned. If a piece of clothing is returned to a supplier and they judge it wasn’t properly or recently washed, the supplier will charge us $35.00 and the client will have to pay the $35.00 and will have to wash the product properly in order to for us to return it to the company.
  3. The packages containing the products returned by the customer must have a mandatory return authorization number and is clearly indicated, which will be given by Momo Sports on the package. Any parcel not having the number will automatically be refused and no exceptions will be possible.

 

Momo Sports Warranty

 

The Law on the Legal Guarantee provides a warranty on the goods you purchase. Momo Sports is committed to respecting the terms and conditions imposed by manufacturers and suppliers, for guarantee.

The duration of the contract manufacturer's warranty is included in the purchase price of the products. The guarantee takes effect on the date of issuance of the invoice for the time set by the manufacturer. It covers support for repairing the product: parts and labor, by the manufacturer and covers only manufacturing defects. The intervention of Momo Sports is to serve as intermediary between the customer and the manufacturer. Specifically, we monitor from the manufacturers of the defective goods or the outright replacement of defective parts and no wear parts. According to the article in question and the decision of the company, it can be replaced, exchanged for an equivalent or superior product, repair, or credited. The warranty process usually takes between 2 and 8 working weeks. However, Momo Sports disclaims responsibility to provide free maintenance services of property. It is the customer's duty to ensure its maintenance required. The implementation modalities of the intervention will be provided by the customer service from Momo Sports Sherbrooke.

For the warranty to be legal and to apply, prior to the repair of defective goods by a third party, you must obtain authorization from the manufacturer and/or dealer.

Momo Sports wishes to inform clients that the Momo Sports Warranty is limited to products subject to normal use, with proper maintenance according to the instructions and manufacturer's instructions accompanying the product. Though, if your product is faulty, we invite you to take action within a short time after the consideration of this defect and return it cleaned. If you have in your possession a guaranteed product life, it is emphasized that the warranty applies to the useful life of the product.

For any warranty claim, proof of purchase is required. We strongly suggest that you keep it.

In regard to potential costs if you have in your possession your bill and the company indicates that the defective product is still under warranty, we pay the shipping cost. Therefore, to repair an item accidentally broken or in other situations, the fee is the customer's responsibility.

In the event that the customer chooses to repair a part or faulty equipment by himself or by someone else other than a professional at Momo Sports or its suppliers, Momo Sports cannot be held liable for damage defects or guarantee losses due to use of services or of unauthorized parts.

 

Purchase Terms and order cancellations

 

Momo Sports reserves the right to cancel any order and cease the processing if the price and or any important information is not accurate on our website. Subject to applicable law.

In addition, we reserve the right to cancel any order without notice if the method of payment is not approved. We also reserve the right to stop accepting credit cards from any major credit card issuer at any time.

Momo Sports does not guarantee product availability at the time of your purchase; we reserve the right to cancel orders in the event of inventory depletion.

 

BEST PRICE GUARANTEE

 

Momo Sports is committed to its customers to match the prices of items offered by its competitors.

We honor this guarantee if:

The product is identical and has the same characteristics (color, size, season, product number).

The price of the product is in effect with a Canadian competitor recognized and authorized as a retailer of the affected product.

The price to be matched can be validated at the time of purchase (date of the promotion and name of the competitor). This verification must be done via an advertisement or a website.

The price includes service charges billed separately (assembly, delivery, handling, ect.)

Items must be in inventory at the competitor and in one of our stores.;

The price equalization request is made at the time of purchase. No refund.

 

This policy applies to the price before taxes and excludes products that are (in liquidation or from a sale of liquidation, bankruptcy or closure.)
This policy cannot be combined with any other promotional offer offered by Momo Sports.
Our Best Price Guarantee Policy may change without prior notice.)
Price Match Requests are subject to approval at the time of purchase, Momo Sports reserves the right to refuse a price equalization request.