Delivery

When will I get my order?

Usually, it takes 2–5 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

  • Canada & USA: 3–4 business days
  • Europe: 6–8 business days
  • Australia: 2–14 business days
  • Japan: 4–8 business days
  • International: 10–20 business days

Where will my order ship from?

We work with an on-demand order fulfillment company with facilities worldwide! We’re a Canadian company, and we have selected products that are regularly stocked in both Canada and the US, so ideally, your order will ship from the fulfillment centre within your own country. 

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

As a Canadian company, we’ve done our best to select products and colours that are regularly stocked in all countries to avoid customs charges for our customers. Depending on stock levels at your country’s fulfillment centre, it’s possible that your order might get fulfilled from a different country and duties will apply.

Note: Canadian customers – if your order includes a size/colour combo that can only be fulfilled in the US, you’ll see a shipping option which includes duty paid, so there are no surprises on delivery. If you have any concerns or questions about where your order is coming from, please reach out to us at store@thatmotoapp.com, and we can help.

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

  • Check your shipping confirmation email for any mistakes in the delivery address
  • Ask your local post office if they have your package
  • Check with your neighbour in case the courier left the package with them

If the shipping address was correct, and the package wasn't left at the post office or with a neighbour, get in touch with us at store@thatmotoapp.com with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

Orders

How are your products made?

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have questions about your tracking or shipment, drop us a line at store@thatmotoapp.com.

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at store@thatmotoapp.com within a week of delivery with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

Returns

What’s your return policy?

We don’t offer returns and exchanges for buyer’s remorse, but if there’s something wrong with your order, please let us know by contacting us at store@thatmotoapp.com.

Do you offer refunds?

Refunds are only offered to customers who receive the wrong or damaged items. If any of these apply, please contact us at store@thatmotoapp.com with photos of wrong/damaged items, and we’ll sort that out for you.

Can I exchange an item for a different size/colour?

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts —we have one for every item listed on our store in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at store@thatmotoapp.com within a week of receiving your order. Please include your order number and photos of the mislabeled item, and we’ll either arrange to send you a new one or issue a refund!

If you don’t offer returns/exchanges, why is there a Return Address listed on my packing slip?

The return address listed on your package and packing slip is for the fulfillment facility your product came from. Before returning any items, please get in touch with us first at store@thatmotoapp.com.

Need help?

Contact us at store@thatmotoapp.com for questions related to our store or your order.