FAQ

What is the Difference between an institutional and non-institutional customer?
Institutional customers are schools, municipal governments, and public work’s clients. All other customers, including companies and stores are recognized as non-institutional clients.

Where are our offices?
Our headquarters are in Quebec City, Quebec, Canada, while our Atlantic Division is in Moncton, New Brunswick, Canada. We also have divisions in Ontario and Western Canada. For more information please visit the following section of our website; contact us

How Can I receive a catalogue?
Your can order a catalogue by visiting the Order a Catalogue section of our website, or by calling us at 1-800-463-5561. However, due to high demand, some catalogues may be out of stock. Our catalogues are delivered by Poste Canada or by Purolator to Canadian addresses only.

I have not yet received my order confirmation.
Once you have placed an order, a confirmation email will be sent to you within 24 to 72 hours containing the transportation fees, the total cost of your order, and your confirmation number. Most confirmation emails are sent within 24 hours, however this can vary if the order is not made during our business hours.

What should I do if I do not receive an order?
1- You may follow up on an order with your shipping number.
2- You may contact one of our representatives in order to confirm your order
3- We may still be waiting for payment on your order. In this case you must contact one of our representatives in order to complete the transaction.

I have a missing item in my order or received the wrong merchandise
If anything is missing from your order you must notify us immediately during our business hours.

I would like to receive a copy of my Invoice
Contact accounts payable at 1-800-463-5561, or by email. It would be our pleasure to send you your invoice by email, or fax.

What forms of payment are accepted?
Payments can be made by credit card (Visa or Mastercard), by check, money order, cash, or credit can be accumulated in your account if you are an institutional buyer. If you do not have an account with Sports-Inter, payments must be made before your order will be sent.

How can I make payments online?
No online payment option is currently available. If you are an institutional member, your order will be sent to your account. If not, a representative will contact you within 48 hours in order to complete the payment.

I do not reside in Canada, can I still order from Sports- Inter?
For all orders made outside Canada, please call one of our representatives to know the shipping fees and delays.
How can I get your completed order form in PDF format?
You can download our Order form.

Is it possible to see the availability of items that I would like to order?
It is not currently possible to view product availability online. However, if you contact one of our representatives it would be our pleasure to help you.

Why am I not able to see the prices on your site?
Only members who have an account on our website can see our prices. Become a member.

Why am I not able to see the prices in the Sports Étudiant Guide?
Only members of La Fédération Québécoise or Sports Étudiant can see the prices in the the Sport Étudiant Guide. If you are a member of the federation and are unable to see the prices please notify us.

Products guarantees
All our products are guaranteed against manufacture error for 1 year after the purchase date. However, the guaranteed can differ according to the manufacture.

Why should I create an online account?
Customers must be signed up in order to see our prices and to have G1 dollards. Also, having an account allows you to shop quickly; your personal information is stored so that you do not have to type it in every time.

I forgot my login information, what should I do?
Click on Forgotten username / password on the connection page. You will have to give us your registered email address. Click on send and you will receive your information by email.

I already have an account with Sports- Inter, should I already have an account on the website?
No. In order to become a member on our website, you must complete the online form with your client code. If you do not know your code you may look it up using your telephone number.

What is your return policy?
No Merchandise can be returned without prior consent. Your authorization number must be included in the return box. Also, all returned merchandise will be subject to handling and stocking fees of 15% of the merchandise, and transport fees must be paid by the customer.

What are the shipping delays and shipping costs?
The buyer must assume the risk while goods are being shipped. In the case of loss or damage, the buyer has to file a complaint with the carrier.

Late deliveries cannot lead to penalties or order cancellations, deliveries are made as quickly as possible.

Any claim regarding missing goods has to be made within five days of the delivery.

Any partial delivery will be billed separately.

COD's will be charged X$ (15$ or more); the same amount charged to us by Purolator.

The shipping of heavy material is the responsibility of the customer, unless Groupe Sports-Inter Plus management has stated otherwise.

A minimum 15$ shipping cost is applicable on every order.

Upon reception of one or more parcels, it is the customer's responsibility to verify all packages in order to notice and report any damage. If one or more parcels are damaged the customer must advise the driver immediately and note this information on the bill of lading of the shipping company before they leave your site. The customer must then contact the shipping company in order to proceed with the claim. NO APPEAL will be possible against Le Groupe Sports-Inter Plus, or the freight company if the above written instructions have not been followed.

Which transporter is used?
Our main transporter is Purolator, although Sports-Inter reserves the right to use other transporters.
Purolator shipping delays
If all items are in stock on a new order, we will ship them within 24 to 48 hours. Do not forget to add the Purolator shipping delay to the time it may take to receive your order.
Items that are out-of-stock
For all items that are not currently in stock, delivery may take 2 to 3 weeks, based on the availability of the products.

Best Price Guaranteed Policy
Le Groupe Sports-Inter Plus offers a Best Price Guaranteed Policy. You can therefore consider our estimates to be the equivalent of the lowest available pricing, if the product is the exact same model.

Is it possible to see reseller’s prices?
The prices shown are for institutional customers only. Resellers must contact a representative for pricing. If you place an order the prices will be automatically adjusted.

I placed an order and the price on the website does not match the sale price?
Items on sale will be adjusted even if the price on the website has not been updated.

Taxes
Taxes Federal sales tax (TPS) and Provincial sales tax (TVQ) are not included in the prices and are applied to the purchase as required by law.