Frequently Asked Questions

  • General

  • What happens when I place an order?

    The Order Process

    Step 1: Receipt of the Order

    Personal information validation and inventory availability verification

    Step 2: Status Order Confirmation + Payment pre-authorization

    Step 3: Order Shipment + Payment Confirmation

    The reference shipping number will allow you to track your package once it has been shipped with the carrier.

    Step 4: Order Delivery

  • What payment methods does accept?

    Credit cards, Apple pay, Alipay, Google pay

    *Provided your card was issued in Canada.

  • How long does it take to process my order?

    If you place an order before 13:00 (ET), and the information has been verified and we have all the items in stock, we will process and ship your order within the same business day!

  • Why a product is active on the website but no combination seems to be available?

    Unfortunately, if you don't see the selection options appear for a certain product, it means that there are none left in stock. When a product is discontinued by the manufacturer we can not put this item on backorder and therefore remove options from our website.

    Thank you for your comprehension, and please contact us if we can help you find an alternative.

  • Do you have Pro Stock items?

    Yes we receive Pro Stock equipment! Unlike regular products, the supply is not guaranteed and it changes constantly. Thus, it is possible that Pro Stock products are not all displayed on our website.

    Send us a message to find out what we have available.

  • Why a discount code is not working?

    If your discount code doesn’t work, it might have expired or might not apply to the items in your shopping cart. Following a Minimum Advertised Price policy, promotionnal codes cannot be applied on Bauer and CCM Elite products.

    To be sure you get the best price, get in touch with us.

  • Returns and Exchanges

  • What items are returnable and not returnable?

    Eligible for a Return

    • Items in their original condition, unused, with the original packaging and labels
    • Items damaged in shipping or defective items
    • Items covered by the manufacturer warranty

    Not Eligible for a Return

    • Sharpened or Baked Skates - Do not sharpen or bake skates until you are certain they fit correctly
    • Taped sticks
    • Jocks & Undergarments - Due to the personal nature of the product
    • Mouthguards - Due to hygenic reasons
    • Special Orders, Pro Stock and Team Orders
    • Customized Products - This includes jerseys with personalization

    View our Return and Exchange Policy right here!

  • How can I return or exchange an item?

    To return an item

    Step 1: Get your Return Merchandise Authorization (RMA) number

    Step 2: Prepare your package

    Step 3: Send back your package

    Step 4: Get your reimbursement

    To exchange an item

    Return the item and place a new order.

    For more details, please click here!

  • I broke my hockey stick. What do I need to do?

    If a composite hockey stick is broken due to a manufacturing defect, within 30 days of being ordered, it may be eligible for replacement!

    To initiate a warranty claim for a hockey stick, please contact the manufacturer directly. An original proof of purchase is required.

  • I didn't order the right size. Is there any exchange fees?

    There is no restocking fees, only the shipping fees to return the item at our warehouse.

    For more details on how to return an item, follow the link!

  • I receive a damaged or defective item. What do I need to do?

    Errors do happen and so, if ever we accidentally ship the wrong product or an order is damaged in delivery, please contact our customer service as soon as you receive the order. We will exchange the item without any additional charge.

  • What is the delay before receiving my refund?

    The refund is process within 2 business days following the receiving of your return. The refund will be applied in the same payment method used at the time of the purchase. You will receive an email to confirm the reimbursement once the merchandise has been inspected and the transaction completed.

  • Shipping

  • How can I track my order?

    Use the tracking ID number you received in your email confirmation (or loggin your account) and go directly on the carrier website:

  • How long does it take to receive my order?

    You can use the shipping estimator widget in your shopping bag to get an estimated delivery date and shipping rate. The majority of our deliveries are completed within 2 to 5 business days throughout Canada.

  • Does ship outside of Canada?

    Au Grand Bazar delivers exclusively within Canada due to manufacturers' international delivery policies.

  • What happens if I’m away when my order is delivered?

    We strongly suggest you to use a shipping address that you are 100% sure to be available during the day.

    Unless specified, the package will be left at the shipping address front door in a secure place. If you are not sure to be there, please choose another address (work, family, friends) for delivery. Unfortunately, we cannot be held responsible if you are not present at your shipping address during the day.

  • Can the package be left at the door when delivered?

    Following the carrier’s policies, if a signature is not required, the package will be securely left at the front door.