FAQs
Shipping & Orders
Where do you ship to and what are the shipping options?
We ship within Canada only. Standard services include Canada Post, Purolator, and free pick-up at our Abbotsford or Langley locations.
How long does shipping take?
Processing: 1–4 business days (standard), 5–10 business days for custom-printed or special orders.
Delivery: BC – 1–3 business days; Outside BC – 2–6 business days.
Tracking info is sent once shipped.
Can I pick up my order instead of having it shipped?
Yes — you can choose free in-store pickup at checkout. You’ll receive an email once your order is ready.
What if my order is delayed?
We strive to meet delivery windows but delays can occur due to carrier issues or production schedules. We’ll notify you of major delays.
How long will you hold my pickup order?
Pickup orders will be held for up to 60 days. We will send reminder emails to the address provided with your order during this time. After 60 days, any non-custom items will be returned to stock and the order will be cancelled. Custom items cannot be returned to stock.
Returns & Refunds
What is your return policy?
We offer a 30-day return window (from delivery date or in-store purchase). Items must be unworn, unused, in original packaging with tags and proof of purchase.
How do I initiate a return?
Log into your Soccercity.ca account, select Request Return, pick a return reason, and submit. Eligible returns are reviewed and approved by staff with return instructions provided.
When will I receive my refund?
Approved refunds are issued to the original payment method within 5 business days, though your bank may take extra time.
What items are non-returnable?
Final sale / non-returnable items include:
Custom or personalized products (special orders, teamwear)
Clearance items 30% off or more
Gift cards
Orders over $1,000 may have a restocking fee.
Damages & Warranty
What if my item arrives damaged or incorrect?
Inspect your order upon delivery. If there’s damage, defect, or the wrong item, contact us promptly so we can make it right.
Do you offer a warranty on defects?
Manufacturer defects are eligible for inspection within 3 months of purchase. Claims after 3 months are not valid.
Custom Kits & Team Orders
Do you offer custom team kits and branding solutions?
Yes! We offer custom club branding solutions through our partners (like Adidas), including customized print for jerseys, training gear, and teamwear.
How do I request a quote for custom kits?
Visit our Custom Team Kits & Training Gear page and fill out the “Request a Quote” form — we’ll respond by the next business day.
Are custom or personalized items returnable?
No. Customized items (logos, names, numbers) are final sale and not returnable or refundable once printed.
What happens if I made an error on a custom order I’ve placed?
If you notice an error on your custom order, please contact us as soon as possible at 1-855-530-4240 or contact@soccercity.ca. While we cannot guarantee changes if production has already begun, we will do our best to update your order if it has not yet been printed.
Team Stores & Club Programs
What are Team Stores?
We host online Team Stores for clubs and associations — you can find club-specific gear like jackets, backpacks, training apparel, and more.
How do team store orders work?
Each team store is set up with inventory specific to that club. Coaches, parents, and players order directly from that store’s catalog.
Can I reorder items later for new players?
We understand that new players may join your team and need matching kits. We’re happy to accommodate add-on orders so new players can receive the same items as the rest of the team. Please note that add-on orders are subject to add-on pricing at the time of reorder.
In-Store Shopping
Do you have physical store locations?
Yes — Soccer City has retail locations in Langley and Abbotsford offering full soccer gear, apparel, equipment, and opportunities to try products in person.
Can I try on items before buying?
Yes — in-store shoppers can try on gear and get sizing help from staff.
General & Additional
How do I track my order?
Once your order ships, we send a tracking email so you can follow delivery progress.
Who do I contact for questions?
For shipping, returns, custom orders, or general questions, email contact@soccercity.ca or call during business hours.
Do you offer price matching?
Yes, we offer price matching on identical items that match in quantity, size, style, and model. Please email contact@soccercity.ca with the details of the competing offer, and our team will review your request. This cannot be processed at Soccer City Langley and needs Soccer City Head Office approval.