FAQ
ORDERS
Can I change or cancel my order?
Orders begin processing quickly, so changes or cancellations are not guaranteed. Due to high shipment volume, we may be unable to accommodate order modifications once processing has begun. If you need help, contact us as soon as possible and we’ll do our best to assist.
Can I combine multiple orders or merge them into one shipment?
Orders begin processing quickly after they are placed and typically cannot be modified, combined, or merged.
If multiple orders are placed, they will be processed and shipped separately.
What if I didn’t receive an order confirmation?
Please check your spam or promotions folder. If you still don’t see it, reach out and we’ll confirm your order.
What if my order arrived incomplete or incorrect?
We’re sorry about that. Please email us at info@heatedrivalry.com with your order number and a photo if possible, and we’ll review the issue and assist further.
SHIPPING
How do I track my order?
Once your order ships, you’ll receive a shipping confirmation email containing your tracking information and tracking link.
Tracking visibility and carrier handoff may vary depending on the shipment destination and delivery route. Customers should follow the tracking link provided in their shipping confirmation email for the most accurate and current tracking information for their specific shipment.
Please note that tracking and carrier scan updates may occasionally take time to appear during high volume periods following launches and restocks.
When will my order ship?
Orders are typically processed within 2-3 business days. During high volume periods, including launches and restocks, processing and carrier scan timelines may take longer than usual due to elevated shipment volume throughout our warehouse and carrier network.
Tracking updates may occasionally be delayed even while shipments continue moving through the carrier network.
Why are duties so high on my order?
Duties, tariffs, taxes, customs fees, and import charges are determined by carriers and local government authorities based on destination country, product category, order value, and country of origin.
These charges are not controlled by Heated Rivalry and are non-refundable once assessed.
Customers may confirm estimated import charges using their country’s official customs calculator or courier estimator.
How long does shipping take?
Canada orders typically arrive within 5-7 business days after shipment.
US orders typically arrive within 7-10 business days after shipment.
Delivery timelines are estimates only and are not guaranteed. Carrier scan and tracking updates may occasionally take additional time to appear during high volume periods.
I received tracking but it hasn’t updated?
During high volume periods following launches and restocks, carrier scan timelines may take longer than usual. This can occasionally result in delayed tracking updates even while shipments continue moving through the carrier network.
If your tracking has not updated yet, please allow additional time for the next carrier scan to appear.
What happens if my package is returned to sender?
If a shipment is returned to sender due to failed delivery attempts, incorrect or incomplete addresses, refusal of delivery, carrier access issues, or package forwarding services, the order will be refunded once received and processed by our warehouse.
Returned shipments are not eligible for reshipment or manual re-delivery requests.
Due to the limited nature of certain products, replacement inventory may not be available.
If inventory is still available, a new order can be placed separately through the website.
Do you refund lost or stolen packages marked as delivered?
Once a package has been marked as successfully delivered by the carrier, responsibility transfers to the carrier.
Customers must contact the carrier directly regarding claims involving theft, missing deliveries, or suspected misdelivery after confirmed delivery.
Heated Rivalry is not responsible for packages lost or stolen after confirmed delivery.
RETURNS
Do you accept returns or exchanges?
We accept returns on eligible items in their original condition for all Canada and US orders within the applicable return window. Items must be unworn, unwashed, and free of damage.
We are not able to offer exchanges at this time. You may return your order for a refund and place a new order.
Items marked as final sale are not eligible for return or exchange.
We do not accept returns for international orders.
How do I start a return?
To begin a return request, please visit our Returns Centre.
Can I return a worn or washed item?
We’re unable to accept returns on items that have been worn or washed.
When will I receive my refund?
Once your return is received and inspected, your refund will be processed back to your original payment method. Depending on your financial institution, refunds may take several business days to appear.
SIZING
How do your products fit?
Our pieces are designed with a relaxed, hockey-inspired fit. For a closer fit, consider sizing down.
How do I choose the right size?
Use the Size Guide on each product page and compare your measurements for the best fit.
What if I’m between sizes?
If you’re between sizes, size up for a more relaxed fit or down for a closer fit.
Do all products fit the same?
Fit may vary slightly depending on the style and construction. We recommend checking the size guide on each product page.
GENERAL
Where are your products made?
Our products are designed with quality and durability in mind. Manufacturing may vary by item.
Will sold out items be restocked?
Select items may be restocked depending on inventory availability and future production planning. Follow us or subscribe for latest updates.
How can I contact you?
You can reach us anytime at info@heatedrivalry.com and we’ll get back to you as soon as possible.
Do you offer international shipping?
We’re working toward expanding internationally. Stay tuned for updates as we continue to grow.
NEED HELP?
If you have any questions, reach out to info@heatedrivalry.com.