Frequently asked questions

Online order

What do I do if I can't finalize my order?

If you encounter technical difficulties during the ordering process, please try the following tips:

Use a computer instead of a cell phone or tablet. Choose Chrome, Firefox or Safari browsers. If the problem persists, take a screenshot of the error message if necessary and contact our customer service team. The team will be happy to assist you with your purchase.

Can I cancel my order?

Contact our customer service team within hours of confirmation of your payment with your order number beginning with "CAN", "2856" or "5000". If your order is ready for shipment or shipped, you will need to refuse the package upon delivery. Once the package is returned and processed in our warehouse, you will receive a refund confirmation email. If you were unable to refuse your package, you may return it to us. See the conditions for returns and exchanges.

What is the refund delay after canceling my order?

Following the cancellation of your order, you will be refunded on the same method of payment chosen at the time of your purchase.

Payment by credit card

Payment by credit card will be refunded to the same card within three to five business days after your order is cancelled. Payment by Decathlon gift card

A new Decathlon gift card will be sent to you by email within 24 hours.

Can you place an order for me?

For security reasons, we cannot place orders on your behalf or accept any payment via phone, email, or online chat.

Can I combine a Decathlon gift card with another payment method?

Yes, you can combine your gift card with another payment method, such as a credit card. Enter your gift card (Step 2) before using your other payment method.

How do I get my purchase receipt?

Once your order is confirmed, your receipt is accessible from your Member account, in the section “Purchase history”.

Can I add or remove an item from my order after I submit it?

It is not possible to add or remove an item from your order once payment has been confirmed. However, if the condition permits, we can cancel your order so that you can place a new one. We have a few hours after your payment has been confirmed to cancel your order, so don't delay! Contact our customer service team as soon as possible.

Can I change my billing or shipping address after I submit my order?

It is not possible to change the billing address once the order has been validated. If you wish to change your shipping address, please contact our customer service team. The team will confirm if this change is possible for your order and can advise you of other options, if necessary.

How do I track my order?

Go to the order tracking page and have your order number, or the tracking number you have received by email, ready. Follow the on-screen steps to track your order. If you did not receive a shipping confirmation email for your order, please contact our customer service team to follow up on your order. For orders picked up in-store There is no tracking number for in-store pick-up orders. You will receive an email when your order is ready to be picked up from the Decathlon Canada store that you selected when placing your order.

I did not receive an email confirmation after submitting my order. Has it been processed?

Please make sure that the confirmation email did not slip into your spam mail. Please note that it may take up to 12 hours for your order to be confirmed, as we use a payment authorization and customer authentication system to ensure the security of your purchases. Once your payment has been accepted, you will receive an order confirmation email. However, if after 12 hours you have not received your confirmation email, please contact our customer service team.

 

Decathlon products

Is it possible to put an item aside?

We do not offer layaways or reserve items. We encourage you to order your item online and pick it up directly in store using the Click and Collect option.

How do I know when a product will be available online again?

You can enter your email address in the "Notify me" field on the product page you want. You will receive an email as soon as the product is back in stock on decathlon.ca. Please note that the notification does not guarantee that the product can be ordered. To find out if a product is available in store, please refer to the product page under the "Check in store" section.

What do M and W mean in the product sizes?

To help you in the choice of the size, we indicate to you the sizes Men and Women.

 

Decathlon Member account

How do I create my Decathlon account?

Go to this site to create your account.

Click on "Create a member account" and follow the steps on the screen.

How do I change my password?

Log in to your member account.

From the "Profile" page, click on "Manage your account".

You will be directed to the My Decathlon Account site.

Under the "Settings" menu, click on "Security".

On the new page, you will be able to change your password.

How do I change my personal information?

Log in to your member account.

From the "Profile" page, click on "Manage your account".

You will be directed to the My Decathlon Account site.

Under the "Profile" menu, click on "Personal information".

On the new page, you will be able to modify your personal information.

How do I add an invoice to my account?

If you were unable to scan your membership card at the time of your in-store purchase, we invite you to email your scanned sales receipt directly to our customer support team along with your customer account number or email indicating to our online team to please add this receipt to your account. Your purchase will appear in your history within 48 hours. Please note that you have 30 days to add your receipt to your account.

How do I delete my account?

We invite you to communicate with us via this form by choosing the option "My account" and mentioning that you wish to delete the account associated with your email. Our team will process your request. Please note that once deleted, you will no longer have access to member benefits such as access to your purchase history and the Decathlon newsletter.

 

Store services

Is it possible to have an item transferred to another store?

The transfer of product from one store to another is left to the discretion of our stores. We invite you to contact the store where you wish to pick up your product directly to find out if this is possible.

Find a store

What services are offered in store?

Our mission is to satisfy our local customers, which is why each store has its own range of services. Do not hesitate to contact your store directly for more information.

How do I contact a store advisor?

To speak to a store advisor, please contact your store directly. Please note that our stores can only be reached by phone.

 

Decathlon Gift cards

Do I have to be a member of Decathlon to purchase an e-gift card?

Yes, you have to be a Decathlon member to buy an e-gift card. It's fast, easy and free!

Create my account

Afterwards, you can order electronic gift cards by visiting giftcard.decathlon.ca.

Where can I use my gift card?

Your Decathlon gift card may be applied to any purchase at any Decathlon store in Canada or online at decathlon.ca.

How can I find out what my gift card balance is?

Your gift card balance may be obtained at any Decathlon store or online at giftcard.decathlon.ca/balance.

Can I combine a Decathlon gift card with another payment method?

Yes, you can combine your gift card with another payment method, such as a credit card. Enter your gift card (Step 2) before using your other payment method.

Can I buy e-gift cards in bulk?

Yes, you can.

The electronic gift card is ideal to offer to your customers or employees. In addition, it instantly gives your company a sporty image. To purchase e-gift cards in large quantities, contact us by email at: b2b.giftcard@decathlon.ca.

Payment will be made by bank transfer.

 

Decathlon pro

Can I place an order for my school or company?

Yes, Decathlon offers a wide range of products and equipment at good prices to companies, sports organizations, clubs and schools. Our specialists are at your disposal to advise you on your choice of products and to ensure a personalized follow-up. Learn more about the Decathlon Pro service.