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STORE
What are the store hours?
(Summer hours starting April 1st.)
• Sunday | 10H30AM – 5H00PM
• Monday | 9H30AM – 5H30PM
• Tuesday | 9H30AM – 5H30PM
• Wednesday | 9H30AM – 5H30PM
• Thursday | 9H30AM – 9H00PM
• Friday | 9H30AM – 9H00PM
• Saturday | 9H30AM – 5H00PM
(The opening hours during summer may change without prior notice.)
Where actually is your shop?
Our shop is located in old St-Roch, in the middle of downtown Quebec City. Near Metrobus lane (800-801) and close to major roads (Laurentien Hway, Charest Boul.). Visit MapQuest or Google Maps for directions.
Do you have a parking at your shop?
For the moment, no. You'll have to use those freaking cash eaters.
Does the web site sell the same merchandise that the stores do?
Due to space constraints, not every item online is available for purchase in our stores. On the website you have more choice because it is what we have in stock in our warehouse, if you come to the store and cannot find certain items that you saw online politely ask for it and we will gladly get it for you.
Can I have a discount? Can I have something for free?
Nobody likes a mooch. EXO was built on blood & sweat. We've worked too hard on this place to give it away. We pay for it and so you can too. We've got one low price for everyone. Nothing is free in this world, one way or another you pay for it.
ONLINE ORDER
In which currency are the items on exoshop.com listed?
If you haven’t figured this one out already, our prices are in Canadian dollars. You may go to www.xe.com to change the rates.
Do I have to register to place an order?
Yes, it would be a good idea! It allows us to contact you if there is a problem with your order, and it allows you to view your order status online by visiting « My orders » at the top of this page. Best of all, registering is free, easy and quick. Just click HERE to create your account.
What types of payment do you accept?
Canada : American Express, MasterCard, Visa, C.O.D. (Cash On Delivery) and PayPal.
USA : American Express, MasterCard, Visa and PayPal.
UK : PayPal. Only confirmed PayPal account will be accepted.
What is a C.O.D.?
When you order by C.O.D. (Cash On Delivery), you pay your order at the time of its reception at the post office. The post office is then given the responsability to forward us this amount.
What is a Check Digits (CCID)?
Check Digits is a security number that can be found on your card. It is an additional security measure to make sure that you have the card in your hands. Follow those links to find out where is your Check Digits (CCID).
- American Express
- MasterCard
- Visa
When will my credit card be charged?
Your credit card will be charged after we checked all personal information with your institution. If there is any anomaly, you will be advised as soon as possible. It is charged at the store the day before we ship out your package.
What is a PayPal confirmed address?
A confirmed address is an address that has been reviewed by PayPal and found to be safe based on information related to the address. For example, a credit card billing address is confirmed because PayPal can check that the address is the same as the address on file at the credit card company.
PayPal provides confirmed addresses to help sellers make informed decisions when shipping goods. As a general rule all accounts have at least one confirmed address and using an account will help increase the number of available confirmed addresses in the account.
How do I confirm my shipping address with PayPal?
Here's how you can confirm your shipping address:
Add a credit card to your PayPal account. By adding a credit card to your account, PayPal can attempt to confirm your address with your credit card company. If the credit card company is not able to confirm your address, you may be asked to complete the Expanded Use enrollment process to activate your credit card. Your address can be confirmed after that process is complete. Note: Not all credit card companies are able to confirm addresses.
Apply for PayPal Buyer Credit. If approved, the address on your application will be a confirmed address.
Complete Alternate Address Confirmation. This process takes several days and is only available for U.S. accounts. To learn more, log in to your PayPal account and visit the Alternate Address Confirmation page.
Do you ship to unconfirmed PayPal addresses?
No, in order for us to ship, your PayPal account must be verified and your address confirmed. For the moment, only customers living in Canada, USA and the UK can confirmed their address. Please verify with PayPal for a more up-to-date list.
Is your site secure?
Our site is safe and meets today safety standards of an internet boutique. Our site includes;
• A COMODO SSL certificate to insure that your personal information is encrypted in 128-bit and secured over a secured line. You can see this certificate under our payment page.
• A PCI DSS Trustkeeper certificate issued by Trustwave who assure you that the site you are browsing is that of EXO. You can see this certificate under our payment page.
What are your shipping fees?
Shipping fees are calculated based on distance, the actual weight/volume of items ordered and shipping service chosen. Fees are calculated in real time in the basket. An additional charge of $6.50 is added for orders delivered C.O.D. (Canada only).
What are my shipping options?
Canada: Canada Post - Expedited ParcelTM or Canada Post - XpresspostTM.
USA: Canada Post - Expedited ParcelTM-USA or Canada Post - XpresspostTM-USA.
International: Canada Post - XpresspostTM-International via EMS.
When will I receive my order?
Processing an order takes 1-3 days. Delivery times vary depending on the service chosen;
Canada:
Canada Post - Expedited ParcelTM : 1 to 7 days.*
Canada Post - XpresspostTM : 1 to 2 days.*
USA:
Canada Post - Expedited ParcelTM-USA : 6 to 12 days.*
Canada Post - XpresspostTM-USA : 3 to 5 days.*
International:
Canada Post - XpresspostTM-International via EMS : 4 to 7 days.*
For more information on your package, refer to the section "My orders", you will find the tracking number, click on it to track your package.
Additional delay may happen at customs.
No deliveries on weekends and holidays.
*Some exceptions apply
Do you ship orders overseas?
We try to ship orders all over the world but as of January 2008, only orders from the UK and the US will be accepted.
All order communication will occur via E-mail, so it is very important that your E-mail address is current. Please make sure to double-check the shipping address, too. Your phone number is optional, but it helps in case there is a delivery problem. We can deal with english, french & spanish orders.
SOME COMPANIES DO NOT WANT US TO SHIP THEIR PRODUCT OVERSEAS THEREFOR EACH ORDER IS CAREFULLY LOOKED AT; IF YOU ORDER AN ITEM WE CANNOT SHIP TO YOU WE WILL LET YOU KNOW.
Are there any other charges, taxes or duties?
You may be subject to import duties and taxes that are levied once a shipment reaches the destination country. Neither the Canada Post nor Exo can be held liable for any additional charges you may incur. Additional charges for Customs' clearance must be borne by you. Exo has no control over these charges and cannot predict what they may be.
Each country has their own Customs' regulations that may or may not charge for certain types of merchandise or material included in your order. Each order will be accompanied by a Customs' form that will document what is in the package and provide a dollar amount of the value of the package. If something is damaged, they will need to know the value of the item(s). You should contact your local Customs' office for further information.
How do I know if my order went through?
Please, visit the « My orders » section. From there, you’ll be able to see your order number. Keep your order number handy in case you need to call us concerning your order. You can click on « View order» to get a clear view of what you’ve ordered. Finally, you’ll receive an email with « Order # (Your order number) ».
Why haven't I received an E-mail regarding my order?
There are usually three reasons why you are not receiving E-mail notifications.
- You may have an outdated E-mail address on file, or you may have entered the wrong address. Please, make sure to keep your user information current by updating your E-mail address.
- Your email server/client may have a SPAM/Junk filtering system activated. Please, add the domain Exoshop.com to you white list at the corresponding place.
- The third reason is probably you did not finish the checkout correctly and your order got canceled. Please, visit the « My orders » section to see if we have received your order. If not, try again.
Can I change my order after I've clicked « Check out »?
To make changes to your order after you've already clicked « Check out », call the Orders Department immediately at 1-877-396-7467, or 1-418-529-9620 for international customers. As long as the order hasn't gotten too far along in processing, we should be able to modify it for you. Hurry!
What happens if a product is cancelled on my order?
The bad news is if an item is cancelled from your order, it means the item is sold out. The good news is that you are only billed for merchandise that has shipped! We can try to find out if there is a similar item in stock and we will let you know. Although you should keep checking the site often, especially since we add new items almost every day!
Do I have to pay taxes on my purchase?
Yes, the black market is not legal and moreover, the government does not like the competition. The residents of the province of Quebec pay the GST as well as the PST while the rest of the world pays only the GST. For orders outside Canada, customs clearance charges can be applied. The receiver must discharge these expenses, not EXO Inc.
Can I order by telephone?
All orders must be made from our site. If you have difficulties, do not hesitated to contact us so we can bring you assistance.
I'm looking for a specific item, but I don't see it online. Can I still get it?
The bad news is that if an item isn't pictured online, it is not available at this time. The good news is you may find it in the store but if you’re not in Quebec City it may be more complicated to get the item. Call or Email us to find out if we may be getting the item in the near future.
Do you accept offline or wholesale orders?
NO!
RETURN
I bought an item at exoshop.com and it doesn’t fit what do I do?
Please, contact us, toll-free, at 1-877-EXOSHOP (1-877-396-7467) and a member of the orders department will give you a RMA number. You must also include a copy of your receipt and send it in along with the item, and specify on the receipt what the problem is. EXO Inc. will not pay for any shipping fees since if you have received the right size. If you do not call for a RMA number and send your item in it will be shipped back to you upon its arrival.
This procedure is the same for a manufactures defect.
What is a "RMA#" number and how do I get one?
RMA number stands for "Return To Manufacturer Authorization Number", this number allows you to send in a returned product without any hassle. To receive your RMA number, please contact us, toll free, at 1-877-EXOSHOP and we will gladly issue a RMA number to you. All products without RMA number will be automatically rejected and return to you, at your expense.
Which procedure should I to use to return my product?
Please, follow these steps to avoid any delays in the process of the return. A failure with one of these steps could result in a delay/refusal of your return. Please use the label of return below and don’t forget to write down your name and address and your RMA number.
• Please, make a copy of your invoice and keep the original in the event of loss of the parcel by Canada Post.
• Please, write on the back of the invoice’s copy, a note explaining the reason of the return.
• Please, send back the product including its labels, packing and the copy of the invoice and note.
• Please use the packing of origin or a padded envelope to return the product. Do not use a padded envelope to return a cap.
• All returns MUST be shipped PREPAID unless you have the explicit authorization from EXO Inc.
• All return will be rejected without the RMA number clearly shown on the box.
• All COD (Cash On Delivery) shipments without the explicit authorization from EXO Inc. will be refused.
• All products without RMA number will be automatically rejected.
• All refused shipments will be return to you, at your expense.
WARRANTY
Is there any warranty on the decks?
Here’s a list of what’s not covered by the warranty, no matter the duration between the purchase and the return of the product.
- Damaged boards having signs of impacts, negligence, bad maintenance and/or inappropriate use.
- Breaks or cracks caused by a bad positioning of the feet.
- Used “nose” and “tail” caused by abusive friction on the ground or other surfaces.
- Ends notched (chips) following a normal or abusive wear.
- Torsion or delamination following exposure to not-favorable weather conditions.
- Damages caused by modifications made to the product.
- Breaks or cracks of pressure around the clamp holes of the “trucks”.
- Damages around the board caused by the cutting of the grip tape.
Here’s the list of what could be under warranty. This covers the board bought at EXO 30 days following the purchase. After this 30 days period, no warranty can be offered.
- Delamination caused by a lack of adhesive.
- Signs of damages caused by an impact will cancel all warranties.
- The delamination must be horizontal. The irregular delamination suggests an impact and/or misuse of the product.
Is there any warranty on the trucks?
Trucks warranty only applies if the trucks are returned between the 30 days following purchase.
The following cases void the warranty.
- Normal wear and tear leading to breaking.
- Used threads on a worn truck.
- Worn axis and kingpin.
- Cracks or torsion on a worn truck.
MISC
Q: Does Exoshop.com have a printed catalog?
Sorry, we do not have a catalog. Our merchandise changes too rapidly for a printed catalog to stay current. Since we add new items daily, visit our website frequently!
Is the site mainly an online shop or are there other fun things to check out?
No the site is not just a store, on our site you can find profiles of our skateboard team, the exo staff and the bands we sponsor. We also have a jukebox, journal section, news section, and a trick of the week.
I'm using a PC and the videos won't play, help!
You must have the latest QuickTime plug-in installed. Click HERE to get the latest free version.
Is it possible for me to receive some free EXO stickers?
Yes, it is possible. All you got to do is send a pre-paid, self-addressed envelope including a note that you want stickers to:
EXO Inc.
260, Rue St-Joseph EST
Québec, Qc
G1K 3A9
What is the use of cookies on exoshop.com?
The use of cookies is to keep memory of the contents of your shopping cart. If the cookies on your browser were disabled, it would be impossible for you to use the shopping cart.
How can I activate the cookies on my browser in order to be able to use the shopping cart?
It all depends on which browser you have. In most cases, you can activate the cookies in the preferences or options menu. Find the security-related parameters and allow your browser to use accept cookies. After that, you might have to close your browser and come back on the website so it can work properly.
Is Jay-P single?
Unfortunately, no. He's already taken and promised in marriage.
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SKATESHOP
