Official Vancouver 2010 Olympic Store

General vancouver2010.com Olympic Store Questions

I didn't know I had an account, how do I find out my password?
If you have signed up to receive e-mail updates from vancouver2010.com, you will have a Vancouver 2010 communications account and password. If you do not remember your password, please click here and you will be asked to enter your e-mail address and answer a security question. Once answered correctly, you will be able to change your password. If you do not remember the answer to your security question, please e-mail info@vancouver2010.com for further assistance.

Who operates The Olympic Store at vancouver2010.com?
The Olympic Store at vancouver2010.com is operated by Elastic Path Software Inc., a Vancouver-based ecommerce software vendor. Elastic Path is responsible for all store operations, and works very closely with VANOC to ensure that you receive a fantastic customer experience while shopping with us.

Is the ordering process secure?
YES! Our website uses the latest 128-bit encryption technology to protect your personal information. Our ordering process is totally secure from beginning to end.

What will my credit card statement say?
Your credit card statement will say EP / vancouver2010.com.

How do I know what size shirt/jacket/hoodie/cap to order?
If you are ordering apparel, please click the link next to the item's picture and follow the sizing chart for that item. Please note that apparel is provided by several different manufacturers, so you should be careful to follow the sizing chart for that particular item.

What is The Olympic Store's return policy?
Click here for the Return Policy.

What happens after I place my order?
Upon placing your order, we will send a confirmation e-mail to you. A member of our customer service team will then check your order and delivery information to make sure that it is correct. Your order is then packed and ready to be sent out to you. Your credit card is charged and you will receive a confirmation e-mail from us when your order is sent out. If you are receiving multiple deliveries from us, you will receive separate e-mail messages for each delivery confirming when these have been shipped.

I have some questions. How do I contact you?
We can be reached by e-mail at help@store.vancouver2010.com.
You can also call one of our customer service representatives at 1.866.933.2010.

Customers located outside Canada and the USA can reach us at (001) 604.629.5015.

Our physical office address is:
vancouver2010.com Store operated by Elastic Path Software Inc.
800-1045 Howe St
Vancouver, BC
Canada V6Z 2A9

I put some items in my shopping cart, but when I tried to check out, it would not let me enter an address from my country. Why?
The vancouver2010.com Store currently serves customers in Canada, the United States and various other countries listed here.

Is my order subject to tax?
We charge Provincial Sales Tax of 7% and Goods & Services Tax of 5% for orders shipped to BC. All other Canadian provinces and territories are subject to only the Goods & Services Tax. International orders are not subject to tax.

Shipping

What countries does The Olympic Store ship to?
We currently ship orders to Canada, the US and various other countries listed here.

I recently placed an order. Where's my stuff?
For the status of your order, click the "Your Account" link in the upper right-hand corner to view your order history.

I'm not from Canada. Can I still order from this store?
The Canadian store is available for Canadian customers as well as customers from countries listed here. If you live outside of one of these countries, sign up to receive e-mail updates to be notified when our products become available.

How fast will I receive my order?
In-stock items are shipped out within 24 hours.

How much will it cost me for shipping?

Shipping Methods - CANADA		COST
Standard	Canada Post Expedited, 2 to 7 business days	$8 CAD
Purolator Ground	Usually arrives within 1 to 7 business days	$11 CAD
Purolator Ground	Usually arrives within 1 to 2 business days	$14 CAD

Shipping Methods - UNITED STATES		COST
Purolator Ground	Usually arrives within 3 to 6 business days within the contiguous US. Service not available for Hawaii and Alaska.	$15 USD
Purolator Express	Usually arrives within 1 to 2 business days within the contiguous US.	$35 USD

Shipping Methods - INTERNATIONAL		COST
Purolator Express	Usually arrives within 3 to 8 business days.	$50 CAD
Canada Post	Usually arrives within 4 to 6 weeks.	$25 to $30 CAD

I only received part of my shipment. What happened?
Occasionally, we will ship products to you from separate warehouses. When we do this, you are not charged for additional shipping charges. If you haven't received the other part of your order, it will likely show up very soon. Please check "Your Account" for details on your shipments.

Payment Options

How can I pay for my order?
The vancouver2010.com Olympic Store accepts Visa.

Which credit cards can I use?
The only credit card accepted by the vancouver2010.com Olympic Store is Visa.

Returns and Exchanges

I ordered a shirt/cap and it doesn't fit. Can I return it?
Absolutely. Contact our customer service department at 1.866.933.2010 and they will give you an RMA number (Return Materials Authorization). Ensure that this number is printed on the box, and ship the product back to us. We'll exchange it for the size of your choice. If you are located outside Canada or the USA, please contact us at (001) 604.629.5015.

Gift Certificates

I e-mailed someone a gift certificate, but they didn't receive it. What should I do?

First of all, please check your confirmation e-mail to ensure that you entered the correct e-mail address. If you made an error, please call customer service immediately at 1.866.933.2010. If you are located outside Canada or the USA, please contact us at (001) 604.629.5015.

There is a slight possibility that it was caught in an e-mail spam filter. If the gift certificate was not received, please contact customer service and we will try to re-send the gift certificate to the recipient.

Can I use my gift certificate at an Olympic Store?
No, your gift certificate is only valid for purchases made online at the vancouver2010.com Store.

Can I trade in my gift certificate for cash?
No, your gift certificate is only valid to purchase merchandise on the vancouver2010.com Store. You may not trade in your gift certificate for cash or use it in any retail stores.

When does my gift certificate expire?
Gift certificates are valid until December 31, 2010. After that date, they will expire along with any funds left on the gift certificate.

What if I want to buy something that's more expensive than my gift certificate's value?
If the value of the item you wish to buy is more expensive than your gift certificate's value, you will be able to pay the difference with any of the other payment options available to you, including Visa.

Can I return or exchange my gift certificate?
No, gift cards cannot be returned or redeemed for cash.

Can I buy my gift certificate with the promotion I have?
No, special promotions cannot be used when purchasing a gift certificate.