FAQs Frequently Asked Questions

WHERE IS MY ORDER?

You can track your order and shipped package a few different ways:

• You can can sign into your account online to view your order history. From there, you can view your order details and check your tracking number for the up-to-date status of your order.

• Your order shipment confirmation email will include a courier tracking number with a link to the courier’s tracking page. From there, you can track your package in real-time and sign up to receive tracking updates via text message or email.

• If you’re having issues tracking your order, check your order confirmation email for your Order ID Number at the top of the email. Afterwards, please contact Customer Experience and our team will gladly look into your order and any transit issues it may be experiencing.

• For each shipment, you will receive an email notification the day before your package is scheduled to be delivered and you will also receive a delivery confirmation email after delivery.

Some other details to consider:

• When an order ships depends on the availability of the ordered product.

• JD Sports reserves the right to restrict product quantities per order at our discretion. We may cancel orders that exceed these limits without prior notice.

• The estimated delivery time for your order is based on the number of business days it takes to process and pick your order PLUS the courier’s transit time.

Delivery and transit times will vary based on the order's final destination.

Although in-store pick-up is available for free, processing times range from 1-7 business days for your order to arrive at your selected store location.

Once your order is prepared and ready, we’ll send you an email notification to let you know when you can pick-up your item(s) at your earliest convenience.

When your in-store pick-up is ready to collect, we will send you an email notification to let you know.

Once you receive this notification, please stop by the location you selected at your earliest convenience and make sure to bring the following three (3) pieces of identification:

1. Your order number

2. A government-issued piece of I.D.

3. A copy of your order's emailed receipt confirmation

Please make sure you have this info ready, otherwise our staff cannot release your in-store pick-up.

If your order’s tracking information shows that your package was delivered, but you can't find it within 1-2 business days of expected delivery:

1. Ensure your shipping address is correct

2. Search the area of your delivery location for your package — like your mailbox or wherever else you receive mail

3. Check with neighbours to see if someone else received or accepted the package

4. Wait an additional 1-2 business days as some packages may be reported as delivered up to 36 hours prior to arrival.

1. If you are missing an item(s), please check your emailed tracking number to make sure that there is still not another package on the way.

2. If you received your package and it contains the wrong item or an item is missing, we’ll work with you to make it right. Please contact Customer Experience for instructions on returning the incorrect item.

FINDING YOUR FAVOURITE PRODUCTS

Look for products in these easy ways:

• Search for product’s name or style number in the search bar at the top of every page.

• Browse by category using the navigation at the top of every page.

Some items may only be available online or only available in select stores.

If you would like to check to see if a JD Sports store near you has an item you are looking for online, please contact Customer Experience for further information.

If you are looking for a particular style of shoes to drop, then first check out our Release Calendar on JDSports.ca.

All shoes on our Release Calendar drop at 10:00 AM EST unless otherwise stated via JD Sports email and/or social media outlets.

We know you want your sneakers and we'll do our best to keep you informed about hot releases and product sellouts.

Three things can help you stay ahead of the game when it comes to getting the gear you want:

1. Check out the Release Calendar on JDSports.ca

2. Follow us on social media (Instagram, Twitter and Facebook)

3. Subscribe to our email newsletter

By visiting JDSports.ca and keeping up with our social channels and our emails, you’ll be able to stay up-to-date about launch times, product releases and product sellouts. The more you know, the better chance you have at getting your hands on the hottest products out there.

Not all browsers are created equal. For the smoothest, fastest shopping experience, we recommend using the latest version of any of the following browsers:

• Google Chrome

• Mozilla Firefox

• Apple Safari

• Microsoft Internet Explorer 11

• Microsoft Edge

SIZING

We want you to find your best fit, whether you're shopping for footwear, clothing or accessories. 

Each product page contains a “Size Chart” link to handy sizing charts beneath the product's available sizes so that you can determine how your size will convert between various genders and ages.

Click the “Size Chart” link to view comparative sizing (measured in inches) to best understand typical size suggestions and conversions.

For a full listing of our sizing charts, click here.

We want you to find your best fit, whether you're shopping for footwear, clothing or accessories.

Each product page contains a link to handy sizing charts beneath the product's available sizes. Click the “Size Chart” link to view comparative sizing (measured in inches) to best understand typical size suggestions and conversions.

For a full listing of our sizing charts, click here.

Click here for more information on our returns process.

COMPLETING A PURCHASE

Once you find the product that you want to buy, select the style, colour, size and click "Add to Basket."
After that, you can complete your purchase on JDSports.ca in 5 simple steps:

1. Basket

Click the “Basket” icon to view the items in your basket. After reviewing the items, click "Proceed to Checkout" or "Checkout with PayPal" (to checkout with PayPal, you will select the “PayPal” method of payment on the Payment & Billing page).

2. Sign In or Continue as a Guest

For express checkout, you can sign in to your JD Sports account. You can create a JD Sports account during the checkout process if you don’t already have one or you can check out as a Guest.

If you already have a JD Sports account, sign in by entering your email address and password. If you previously created a JD Sports account and forgot your password, we can help you with that. Click on the “Sign In” link and then the “Forgot Password” link.

3. Delivery Method

Provide the shipping address and destination for your order. If you are checking out using a JD Sports account, the shipping address you previously used will appear. You can use the same address or sign in to your account and edit it here.

Select the delivery method you want to apply to the order. Shipping charges may apply. Remember, estimated delivery and courier transit times may vary based on your order's final destination.

Select "Continue to Payment & Billing.”

Alternatively, if you’re based in Toronto, in-store pick-up is available for free at our JD Sports Fairview location. Simply select “In Store Pick-Up” as your preferred delivery method, and we’ll notify you via email once your order is ready to collect.

4. Payment & Billing

Select your method of payment and provide the billing address. If your billing and shipping address are the same, you can check the box indicating this.

If you select “PayPal” or “PayPal Credit,” you’ll be directed to PayPal’s website. You’ll need to sign in on the PayPal website and provide payment information there. You’ll be able to review your order details on JDSports.ca before your order is placed.

You can also pay using a JD Sports Gift Card.

Select “Continue to Order Review.”

5. Order Review and Placement

Ensure all order information is correct. On this page, you can edit your shipping information and payment and billing information before placing the order.

Select "Place Your Order" to complete checkout.

After placing your order, you’ll be redirected to an Order Confirmation page which will list your Order ID Number. You’ll also receive an Order Confirmation via email once you complete the checkout process.

Please print the Order Confirmation page or save your Order ID Number for your records.

You can track your order by signing in to your account or checking your email for your tracking number. Alternatively, please contact Customer Experience for additional help with your order.

Our coupons and other promotional discounts can’t be applied towards the purchase of some of the items we offer for sale. The list does change from time to time, so be sure to check back often for updates. Learn more here.

There are several reasons we may have cancelled your order. Order cancellations may be because of what you have ordered, how you tried to pay for your order, the location to which you’ve chosen to ship your order and even the duration the items in your order have been sitting in your Shopping Basket before you checked out.

Here’s a brief explanation of the most common reasons for why your order may be cancelled:

• Inventory issues: All of our orders are subject to product availability. We do our best to keep stock status current and up-to-date, but there may be instances when an item may actually be out of stock when you order it or cannot be fulfilled.

• Payment issues: We may not have been able to process your payment because of issues with the information you provided for your payment method or billing address. For example, the billing address and phone number you provided for your credit card account does not match what your bank has on file.

• Shipment issues: You may have provided an incorrect or incomplete shipping address and we are unable to complete delivery of your order.

• Excess orders: The items and quantities of items you have ordered may have exceeded limits we place on such products.

We will email you to let you know when we’ve cancelled your whole order or a portion of your order. If your order is cancelled and you need assistance, please contact Customer Experience.

If you paid by credit card:

When you place an order, we contact your credit card's issuing financial institution to confirm that your card is valid and has not been reported as lost or stolen.

An authorization to charge results in a pending transaction or hold on your account for the amount of the order. So, when an order or a portion of an order is cancelled before your order ships, you actually have not been charged for the cancelled portion of the order.

The financial institution determines the length of the hold and when the authorization or temporary hold is reversed or released. Pending authorizations may take up to seven (7) business days to be reversed or released.

If you paid with a JD Sports Gift Card:

Your refund will be provided in the form of a store credit which will be provided to you by our Customer Care team.

If your order was partially cancelled, our Customer Experience team will provide you with a store credit for the amount of the cancelled item(s).

PAYMENT INFORMATION

We currently accept Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Afterpay, Google Pay, Shop Pay, Sezzle and JD Sports Gift Cards as forms of payment.

To use a JD Sports Gift Card for an online purchase, during the checkout process enter the gift card number on the “Payment & Billing” page. After you apply the gift card to your Order Total, you may click on “Continue to Order Review.”

If there is a remaining balance to pay after you apply your gift card, you can enter your credit card information or use an alternative method of payment to cover the remaining balance.

If the gift card you applied covers your order’s total amount, you will not need to enter additional payment information and you can proceed to the next step in the checkout process.

If you have a JD Sports Gift Card and you are having trouble using it, please contact Customer Care for assistance.

As mentioned above, we currently accept Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Afterpay, Google Pay, Shop Pay, Sezzle and JD Sports Gift Cards as forms of payment.

However, if you’re unable to pay using one of these methods, please visit a JD Sports store to pay with cash.

If your coupon or promo code is not working, please verify that the item you are trying to use it with is not on the current list of coupon exclusions. Please view our current coupon and promo code exclusions here.

If no coupon exclusion applies, verify that your Shopping Basket meets the terms and conditions of the coupon.

If your Shopping Basket meets such parameters, verify you’ve entered all information correctly.

If your coupon is still not working and you believe that it should, we're here to help. Please contact Customer Experience if you need assistance.

Click here to contact our Customer Experience team if you would like to check your JD Sports Gift Card balance.

If there is a balance on your gift card and the gift card is not being accepted, we're here to help. Click here to contact our Customer Experience team if you need assistance.

Sometimes, your order may not go through for various reasons. You may have provided incorrect information or your method of payment may otherwise be unavailable.

If you are having trouble processing an order online using a credit card or alternate method of payment, please first contact your credit card provider or payment service for additional assistance. They will be able to help you with any questions you may have regarding your payment.

If you continue to have trouble processing your order after resolving any issues with your method of payment, you can order your product by contacting Customer Care or by visiting a JD Sports store.

Use Afterpay to make purchases in equal installments, interest-free.

Use Sezzle to make purchases in equal installments, interest-free.