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Frequently asked questions

PLACING MY ORDER
PAYMENT AND BILLING
SHIPPING
RETURNS AND REFUNDS
MERCHANDISE
CUSTOMER SERVICE
Gift cards
Fidelity card

PLACING MY ORDER

How can I apply a promotional code to my order?
Can I place my order over the phone?
Can I order items that are only available in stores?
How can I verify the status of my order?
Can I modify my order once processed?

PAYMENT AND BILLING

What are my payment options?
Is it safe to use my credit card on your website?
When placing an order, my credit card was refused. Why?
Why does the amount charged for my order not match with the charge on my credit card statement?
I did not receive a confirmation email for my order, but I see an amount on my credit card statement. Why?
I tried to process my order twice and now get an error message saying that my credit card was blocked for 24 hours. Why?

SHIPPING

What are your shipping methods?
How long until my order arrives?
How much do you charge for standard shipping?
Can I order if I live outside of Canada?
What happens if I am not home when Canada Post delivers my order?
Can I place an order online and pick it up at a Maximus store?

RETURNS AND REFUNDS

What is your return policy for online purchases?
Can I return an item bought online in store?
Is there a delay to process my return/refund?
Can I exchange an item for another size, colour or different style?
An error was made when shipping my order, what do I do?

MERCHANDISE

Is there a size guide?
I saw an item in store, but I can’t find it on the website. Why?
I saw an item online, but I can’t find it in store. Why?
I want to purchase an item online, but my size is out of stock. Will my item be replenished?

CUSTOMER SERVICE

I’m having a difficult time with my online order. Can someone help me?
How can I contact you?

Gift cards

Should I use the total value of my card in a single transaction?
How long is a gift card valid?
Can I get my money back if my card is lost or stolen?
Is a gift card is redeemable or exchangeable?
Why can not I use my gift card on maximusxl.ca?
How do I know the balance on my gift card?

Fidelity card

How long is my fidelity card valid for?
Can the 10% discount of the fidelity card be combined with an other promotion?
Is the fidelity card applicable on sale merchandise?
Is the fidelity card transferable from a customer to another?
Where can I purchase a fidelity card?
What happens if my card is stolen?
I forgot my card at home. Do I still get the discount?
What happens when my fidelity card expires?
Is a fidelity card refundable or exchangeable?