Contact
Policies
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Contact Us
Telephone(Toll free across North America): 1-866-615-8588
Montreal and International Calls: 1-450-645-9890
E-mail info@store.thinkempire.com
Live Help Chat with one of our specialists via instant messaging (MSN Messenger). Just add msn@store.thinkempire.com to your MSN contact list.
Web Customer Service Hours: Monday to Friday from 9am to 5pm EST.
Policies
Privacy
Any information that we receive from you is strictly confidential and will solely be used by Empire on-line store. The information provided will not be shared with any outside party, and will be used for the purposes of managing and developing this web site only.
Your Consent
By using our web site and providing the requested information (shipping address, telephone number, and e-mail address), you accept that we stock and use this information. Should our confidentiality policy change, we will publish all modifications in these pages to keep you well informed.
Our Online Store Price Policy
Prices are always subject to change without notice. ALL Prices listed on the Empire online store are not applicable in any of our retail stores and vice versa. The online store faces a different competition then our retail locations, therefore prices may vary.
Shipping Policy Back To Menu
Shipping
Orders are shipped on business days only (Monday to Friday). Orders received on a given day are shipped the next day, except for those received on Friday, which are shipped the following Monday. Exceptionally, an order may take 48 hours before it can be shipped; in such a case, our shipping confirmation e-mail will also take 48 hours. Should the delay be longer, we will contact you to let you know.
Items Reserved to Canadian Customers
Due to agreements with certain companies some products on the site are strickly reserved to our Canadian customers and therefor can only be shipped to a Canadian address. Ex: An International credit card holder can always place an order and get it shipped to a Canadian address.
International Shipping
Empire offers international shipping by Fedex to a number of international countries. Typical transit time is between 5-10 days, but occasionally items can experience customs delays of several weeks.
Calculating Your Order Cost in a Foreign Currency
All prices on our site are listed in Canadian dollars, and charged in Canadian dollars. The exact exchange rate that you will pay is determined by the bank that has issued your credit card, but in general it will match very closely with the going exchange rates. The following web page features a quick, easy, & free foreign exchange rate calculation using up-to-the-minute exchange rates:
XE.com - Foreign Exchange Rate Calculator
CONTACT US IF AN ITEM YOU LIKE ONLY SHIPS TO CANADA AND YOU WOULD LIKE TO HAVE IT SHIPPED AS A SPECIAL ORDER:
INFORMATION / QUESTIONS: info@store.thinkempire.com
Warranty Back To Menu
Our Warranty
All our products are covered by the manufacturer’s warranty. Empire on line will ensure follow-up of claims made with the manufacturers for the duration of the warranty. As soon as the defective item is in our possession, we will take care of transportation as well as any and all details pertaining to the claim.
Out Of Stock Products
The product you ordered may happen to be out of stock, thus preventing us from shipping it to you in the prescribed delay. In that case, our Customer Service will follow up on your order on a daily basis, and keep you informed on the shipping schedule via e-mail. Our on-line shipment tracking system will keep you posted on the real-time status of your order.
Returns & Exchanges Back To Menu
Returns and Exchanges
Unused products may be returned within 7 days of reception using secure packaging. Return shipping fees are to be paid entirely by the customer, except when the product is defective or does not reflect the order. Only unused products will be accepted for return. An unused product of the wrong size may be returned to be replaced by the same product of the right size. Each refund request will be assessed by our Customer Service. Before returning a product, you must get a return number (RA#) from our Customer Service. No return will be accepted without a RA#. Your return number is valid for a period of 15 business days; after this period, no exchange or refund will be made.
Return Address:
Empire Online Store
Returns
1155 Place Nobel Local C, Boucherville
Quebec, J4B 7L3
Important
Items bought on line may not be exchanged in our stores. Products bought on sale have a FINAL SALE status and may thus NOT BE RETURNED. ABSOLUTELY NO RETURNS OR EXCHANGES ACCEPTED ON BIKINIS (except if defective).
Claims
You may put in a claim for a defective product by contacting Customer Service at: warranty@thinkempire.com or by calling 1-866-615-8588. You must then return the product in its original packaging, along with the return number you were given, and a copy of your invoice (or other proof of purchase). Empire Sports Inc. will pay return transportation fees only in cases of defective product or shipment error. In all other cases, return transportation fees will be paid by the customer (to and from our warehouse). Before initiating return procedures, digital pictures may be used for verification purposes.
The history and status of your orders, as well as copies of your invoices are always available at the following address: http://store.thinkempire.com/fr/ac_orders.php
Refund
Before completing your transaction on http://store.thinkempire.com, take a few minutes to double-check your order. By doing so, you can ensure the accuracy of your order. Make sure that all sizes are accurate, that the shipping mode is the one you chose, and ABOVE ALL, that the products you ordered are the right ones. Help us serve you well so that your on-line shopping experience may be pleasant.
No refund or exchange will be granted on special orders.
Security Back To Menu
Safe Shopping
We use eSelect from Moneris Solutions.
Moneris Solutions is North America's leading processor of debit and credit card transactions. For businesses needing to accept card payments from its customers, Moneris offers a "single point of contact" for VISA, MasterCard, American Express, INTERAC Direct Payment, and all Point of Sale solutions - from in-store to mobile wireless to e-commerce.
Verisign SSL Secured
This Web site can secure your private information using a VeriSign SSL Certificate. Information exchanged with any address beginning with https is encrypted using SSL before transmission. EMPIRE SPORTS INC. has been verified as the owner or operator of the Web site located at store.thinkempire.com. Official records confirm EMPIRE SPORTS INC. as a valid business.
Verified By Visa
Verified by Visa is a global program that verifies the authenticity of an online shopper, in real time, through the shopper's use of his or her personal password. Verified by Visa gives you customers peace of mind to shop online more confidently.
Orders over 500$
Any order over 500$ will be inquired and will receive a phone call to verify that the card holder really authorized the purchase and resides at the billing address entered for that order.
Accepted Payment Modes Back To Menu
Visa and Mastercard Credit Cards and Interac Online payments are accepted
You may pay for your order using the following credit cards : Visa and Mastercard
Interac Online is secure and easy to use because it works with your existing web banking service.
Accepted financial institutions: Scotia Bank, RBC, BMO, and TD Canada Trust.
1. Shop for goods and services at your favourite online merchant.
2. Select the Interac Online option when you are ready to pay and you will be provided with a list of participating Financial Institutions.
3. Choose the Financial Institution that you want to pay from (note: you will need to be registered for web banking).
4. Login to web banking with your usual login ID and web banking password.
5. Choose an account to pay from.
6. Confirm the payment - you will be automatically directed back to the merchant website.
7. Get your confirmation page - you are done!
Empire Gift Certificates
You will be able to buy and use Empire gift certificates on line in the next few weeks. Members and customers will be notified via e-mail when the time comes.
FAQ Back To Menu
How is sales tax determined ?
Sales tax is determined according to the shipping address. If your billing address is in Québec but your shipping address is in Ontario, Ontario sales tax will be charged.
What are the accepted payment methods ?
You may pay for your order using the following credit cards or using Interac Online : Visa, Mastercard, and Interac Online Payments (for the moment, Interac Online payments are only accepted by the following financial institutions: Scotia Bank, RBC, BMO, and TD.
How can I use my gift certificate ?
You will be able to use your gift certificates on line in a few weeks. Members and customers will be notified via e-mail in due time. Until then, you may use your gift certificates in any of our Empire stores.
Do you ship outside Canada ?
Yes. However, according to agreements with various companies, some items are specifically reserved to our Canadian customers and may not be shipped outside the country.
How can I keep track of my order ?
The shipment confirmation e-mail you receive contains all the necessary information (namely your Fedex Tracking number) to enable you keep track of your order.
Comments? Back To Menu
You’ve had an excellent on-line shopping experience ? Or one that wasn’t so great? We want to know! Please send your comments to feedbacks@store.thinkempire.com
For questions, do not hesitate to contact us at 1-866-615-8588 or info@store.thinkempire.com
Company Back To Menu
About Us
The opening of the first EMPIRE store, on August 15, 1999, in Ste-Julie, marked the beginning of a new era in the snowboard and skateboard industry. It redefined new standards in the management of specialized retail sales.
With their vast experience in the field, the associates joined their skilled expertise and created what was soon to become a real success story. Their know-how led not only to the refinement of a unique idea, that of specialty product “design” stores, but also brought about the development of a top notch team of skate/snow sales people, amateurs and professionals alike, thanks to a highly innovative and non-conventional marketing concept.
The instant popularity of Empire amongst a very demanding target clientele gave the company a powerful boost to grow in a dynamic market. Thanks to the excellent quality of its products and services EMPIRE quickly became an undisputed leader in the industry. Soon, with the strength of a respectful customer service and energetic public relations, the solid reputation of the EMPIRE team was able to radiate even wider with the opening of three new branches in the greater Montreal area. Today, EMPIRE offers the largest specialized inventory selection in all of Québec and Canada.
Our Mission
To maintain a dominant and leading position as a specialized retailer of skateboard and snowboard products as well as associated fashion products.
To support the talent of amateurs and professionals representing these sports across Quebec and abroad.
Educate and instill values to our clientele in an attempt to convey a lifestyle we value and strive to represent.
And now, with our on-line shopping service, we wish to offer an even greater clientele the opportunity to discover our products. the quality products that have made EMPIRE so much more than a simple store, but rather a cultural reference for a whole generation.
Welcome to store.thinkempire.com!
Join us on the web:
Myspace - Flickr - Facebook - YouTube - Nos Podcasts EBC
Our Stores
Empire / Boucherville
1155 Place Nobel, local C
J4B 7L3
Québec, Canada
T. 450.645.9998
Empire / Montréal
1111 St Antoine O. (coin peel)
H3C 1B3
Québec, Canada
T. 514.390.1212
Empire / Ste-Julie
1978 Ch. du Fer à Cheval
suite 100, J0L 2S0
Québec, Canada
T. 450.649.9995
Empire / Boisbriand
399 Grande Côte
J7G 1A9
Québec, Canada
T. 450.419.4677
Empire / Ville Ste-Catherine
4742 route 132
J5C 1V9
Québec, Canada
T. 450.632.4747
© Empire Sports Inc. 2007-2008. All Rights Reserved.
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