Official Letterkenny | Shoresy Store logo
Official Letterkenny | Shoresy Store logo

FAQs

Frequently Asked Questions

ORDER PROCESSING:

Shipping timelines vary by destination—please refer to the estimated delivery window shown at checkout after entering your shipping address.

Exceptions apply for international orders, pre-order items, as well as personalized jerseys.

Please consult individual product pages for pre-order and personalized item shipping timelines.

Once your order is placed, you will receive an email confirming payment.  

When your order ships, you will receive a confirmation email with a tracking number. 

You will be updated on any carrier delays in transit, and a final notification will be sent once your package is delivered.

CANCELLATION POLICY

We can typically honour cancellations and refunds for orders within the first 3 hours of ordering.  After 3 hours, cancellations cannot be guaranteed.

For personalized items, we accept cancellations within 7 days of order date.

Some exceptions apply for non-personalized items, please reach out through our contact form if you have any inquiries.

STORE PICKUP:

At this time we do not offer store pick-up.

DOMESTIC SHIPPING RATES AND ESTIMATED DELIVERY TIMES:

We ship domestically from both the USA and Canada, depending on item availability. If your order includes items only available at one of our shipping centers, it may be split into multiple shipments at no extra shipping cost. However, please note that customs charges may apply.

Shipping charges for your order will be calculated and displayed at checkout.  

Please note that the estimated delivery time begins once your order has been picked up by the mail carrier.  

If your order has not arrived after 30 days, please reach out to our customer service team via our contact form for help locating your order.

INTERNATIONAL SHIPPING:

We offer international shipping.  Your order may ship from USA or Canada, depending on inventory availability.

Shipping charges for your order will be calculated and displayed at checkout.

Typically, international orders fall under the same timeline as our domestic shipping, however, as international delays can occur due to customs, your package can take up to 45 days.  If it has been longer than 45 days since your order was placed and you still have not received your package, please contact our customer service team via our contact form for help locating your order.

Please note all international orders are final sale.

CUSTOMS AND DUTIES: 

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Pitter Patter Live is not responsible for these charges if they are applied and are your responsibility as the customer.  

Please note that free shipping does not include any customs fees that may be incurred at time of shipment.

LOST PACKAGES:

We are not responsible for packages that are stolen after delivery has been confirmed.

REFUNDS, RETURNS AND EXCHANGES:

We accept size exchanges within 30 days of delivery. If the item is unused and in its original condition, we will exchange it for a different size (up or down) for a return shipping fee and a restocking fee.

Please note that refunds are not available for changes of mind.

We do not offer returns/refunds/exchanges for orders outside of North America.  

DAMAGED/INCORRECT ITEM:

If your order arrives incorrect or damaged, please contact us through our Contact Form.  Please include your order number and a photo of the item's condition. We handle these issues on a case-by-case basis and will strive to find a satisfactory solution for you.

For any further questions, please reach out to our customer service team via our Contact Form.

ORDER MODIFICATIONS:

If you require a modification reach out to us via our Contact Form with your order # and the requested modification.

Please note, due to the expedited nature of our order processing, we cannot guarantee modifications once an order has been placed.  If your order has been fulfilled, a return shipping and restocking fee is required to exchange your item.


Some items in your order may ship from a different location and are processed in a separate shipping category. Because of this, they do not count towards the free shipping threshold.

If you have any questions please use our contact form to reach out for clarification and a customer service representative will be happy to assist you.

When ordering one of our authentic jerseys, it’s important to know how the sizing works, especially if you’re looking for a comfortable fit.

Our jerseys are game-ready, designed to accommodate hockey gear underneath and be worn on the ice. That means they’ll feel a bit roomier in the chest and shoulders compared to your standard clothing. Here’s a size chart followed by a breakdown of what the measurements mean and how you can choose the best size:

  1. Width: This measurement refers to the distance from armpit to armpit across the chest. This space is intentionally designed to be more generous, so players have room to move with padding underneath.

  2. Length: This is the measurement from the bottom of the jersey to the top of the shoulder. This ensures the jersey sits comfortably whether you're wearing gear or not.

It’s also important to note that these jerseys are meant to provide a loose, comfortable fit, so expect a little extra room in the upper chest area. If you’re planning on wearing the jersey casually or without gear, you may want to consider sizing down depending on your preference.

Size charts are featured on every product detail page just below the product description. If the item is no longer available in a certain size, that size will be crossed out as shown below:

For a complete list of our size charts, click here.

Welcome Discount: 10% Off Your First Order

Are you new to our store? Welcome! Enjoy a 10% discount on your first order when you sign up for our newsletter! Start shopping now and experience Letterkenny and Shoresy merchandise at a discounted price!

Free Shipping Over $75 USD

Enjoy free shipping on all North American orders over $75 USD, making it easier to get your favorite items delivered straight to your door!

For more information visit our Help Center and login with the email used at check-out for updates on the status of your order.

Your order can take a maximum of 30 days to arrive based on courier timelines. 

Exceptions may apply for pre-orders. 

Once your order is placed, you will receive an email confirming payment.  When your order ships, you will receive a confirmation email with a tracking number. You will be updated on any carrier delays in transit, and a final notification will be sent to your email once your package is delivered. 

If you did not use an email at check-out, you can use our contact form to reach out to a customer service representative.  Please make sure to include the shipping address used at check out so that they can look up your order.


Please note: We are not responsible for packages that are lost or stolen after delivery has been confirmed.

We currently ship from the USA and Canada.


Shipping charges for your order will be calculated and displayed during checkout, however, customs and duties may apply. 

For further details, please refer to our Customs and Duties Article.

Customs and Duties

We ship from both the USA and Canada.

Please be aware that your order may be subject to import duties, taxes, and other fees (including VAT) once it reaches your destination country. These charges are determined by your local customs authorities, and Pitter Patter Live is not responsible for any additional fees that may apply. These charges will be the customer’s responsibility.

If your order’s tracking has not updated within 10 days of shipping confirmation, we recommend contacting your local customs office for further information. If they cannot locate your package, please reach out to us through our contact form, and one of our customer service representatives will assist you in locating your order.

Why didn't all of my items ship together?

In some cases, orders with multiple items are shipped in more than one package. Some reasons for why items ship separately include the following:

  • Order contains a large amount of items that must be shipped in more than one package
  • Order contains a pre-order item that has a unique shipping date
  • Order contains a pre-order item that ships from the designated manufacturer
  • Items in order are shipping from more than one shipping facility shipping facility.

If your items are going to be shipped separately, you will receive separate shipping confirmations for each package that is sent.


If my order is splitshipped, will I be charged shipping twice? No.  Only one shipping fee will be charged and as items become available for shipment they will be delivered with the shipping method selected.

Please note customs and duties are separate from shipping fees. For more information, check out our Customs and Duties Article.


Please note, some pre-order items require specific shipping charges that do not qualify for our free shipping over $100 USD discount.  Please make sure you consult the product page on pre-order items for specific shipping costs.

Lost Package
If the delivery timeframe has passed or the tracking on your order shows delivered and you have not received your package, please reach out to our customer experience team via our  contact form. We will be happy to assist in locating your package.


If you are reporting a lost package, please ensure the following steps are taken prior to contacting customer service:

- Make sure you have checked your tracking number

- Check if a mail carrier has left a notice at your door.

- Check with your local postal office, as this item may be held in a local parcel locker.


Please Note: We are not responsible for packages that are stolen after delivery has been confirmed.

We cannot guarantee address changes after an order has placed.

We strive to ship your order as soon as it is placed.   Placed orders are automatically routed into our fulfillment queue for shipping.  

Occasionally,  customers report they are not noticing the address they input at checkout is being auto-filled with an incorrectly input address, or in some instances defaulting to an old address on file that they may not be intending to ship their order to.

If you wish to request an address change, reach out to us via our contact form in the Help center within an hour of ordering with the updated address. 

Please note we are unable to replace your items if they are shipped to the wrong address.



Exchanges

Currently we provide size exchanges on incorrect sizes at the cost of a return and restocking fee, which is based on current shipping rates.

How it works:

1. We'll send you an invoice for the return and restock fee ($25 USD) with a return label for items.

2. Once the invoice has been paid and the items are confirmed as returned, we'll ship out your replacement right away.

If you require a size exchange, please use our contact form and a customer experience representative will help facilitate the process.

As per our policy, all sales on personalized jerseys and pre-order items are final.  Please double check our size charts before ordering these items.



Please review the following Return Exclusions prior to returning your merchandise:

All items returned will be inspected upon arrival and will be declined for one of the following reasons:

  • Return is outside of the Return policy
  • Item appears worn, washed or used
  • Item is customized
  • Item was damaged after delivery
  • Item is altered
  • Item is returned with holes
  • Item is stained
  • Item is a pre-order item
  • Item is a personalized item

As per our policy, all sales on personalized jerseys and pre-order items are final.  Please double check our size charts before ordering these items.

If you received an incorrect item, please reach out to us through our contact form

Be sure to have your order # ready and an image of the item you received in error to ensure a speedy resolution.

We strive to provide top-notch Letterkenny and Shoresy merchandise.  If you have received a damaged item, we will gladly replace it with a fresh one.

If you are reporting a damaged/defective item, please reach out to us via our Contact Form.

To ensure a speedy resolution, provide the order number and images of the damage/defect.


If you've misplaced your coupon code before checking out, don’t worry—we can help!

To retrieve or verify your coupon code, please reach out to our customer service team through our contact form with the following details:

  • The email address associated with your account or order
  • The promotion or discount you were trying to use

Our team will review your request and assist you as soon as possible.

At this time, the Letterkenny | Shoresy Official Online Store is the only place to get officially licensed gear.

Welcome to the Official Letterkenny and Shoresy store. 

All the products we carry are 100% authentic and are designed by our in-house team of Letterkenny and Shoresy experts and approved by the series' creator.  From Pitter Patter to Puppers and Sudbury Bulldogs, the quality is top-notch and vetted by the experts. 

We ensure that every apparel item we sell has an official authenticator, so you can proudly wear your Letterkenny or Shoresy swag. Look for our official brand monikers on your neck label or sleeve – and you’ll know you can confirm you got the real deal. 

We carry tons of Letterkenny and Shoresy designs that appeal to both new and die-hard fans since day 1!

For inquiries related to the Shoresy Fall Classic, please reach out directly to shoresyclassicvip@gmail.com. We’ll make sure your questions are addressed by the right team.

If you receive an unexpected package that you did not anticipate, and you have already received your initial order, it is possible there was a mix-up in our shipping process. In such cases, you are not required to complete any customs declarations or pay duties. The package will likely be returned to us if not claimed by the given deadline. You can inform us about the situation, and we will take care of any necessary steps.

Occasionally, the tracking information may not update immediately. This can happen during international transit when the package is between countries. The tracking will update once it arrives in your local country or if there are significant changes during shipment.

We encourage you to monitor the tracking information for your package. If it does not show updates in a reasonable timeframe, please contact us, and we will investigate with the shipping provider to ensure your package is on its way or provide a resolution if necessary.

Our website is updated daily and new inventory is added frequently. If you do not see your item or size available, then we unfortunately do not have this item in stock.


All available sizes for a particular item are displayed on the product detail page. If the item is no longer available in a certain size, that size will be grayed out.


If an item you want is out of stock, the best way to get updates on this item is by signing up for our newsletter, as we announce new and old items coming back to the store.  You can sign up for the newsletter by visiting our home page https://letterkenny.tv and entering your email in the pop up that appears.




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Unfortunately, we are unable to process exchanges for Shoresy Fall Classic event merchandise, as our team only handles the online store. We do not have access to the event merchandise inventory.

If you have further questions, please use our contact form or connect with one of our Chat agents for assistance.

Shoresy Fall Classic Information Inquiries: 

Any inquiries regarding the  Shoresy Fall Classic can be answered at shoresyclassic.com in our FAQ.


Ticket Inquiries:

For ticket information, please reach out directly to Ticketmaster, as they handle all ticket sales for this event. Unfortunately, we don't have control over ticketing beyond what Ticketmaster manages. 

Currently we offer personalized custom jerseys for a variety of teams as seen in Letterkenny and Shoresy.

To view these products, you can follow this link to our

https://www.letterkenny.tv/collections/hockey

Please note: All sales are final and customized items/orders can only be modified up to a certain date after ordering.  Customized items cannot be returned or refunded. If a customized item is returned, we will not be able to accept the return and will donate your merchandise to a charity of our choice. If you are unable to locate an item for a specific team, then unfortunately this item is either out of stock or no longer available.

Gus N' Bruno orders and processed and fulfilled by SpeakEasy Co. If you have an inquiry about your Gus N' Bruno Whisky order, please contact support@speakeasyco.com

We accept the following forms of payment:

We also offer Sezzle payment plans.


Occasionally, our system may prevent an order from shipping to your chosen address. This issue typically arises from a mapping configuration related to a specific item or a combination of items in your cart.

If you experience this, the best course of action is to reach out to us through our contact form with the following details:

  1. Your Shipping Address: The full address you're attempting to use.
  2. Items You Wish to Purchase: Let us know what's in your cart.
  3. Web Browser & Version: Specify which browser and version you're using to shop.
  4. Your Device: Are you on Android, iOS, PC, or Mac?
  5. Screenshot (if possible): A real-time screenshot of the issue you're encountering can help us troubleshoot more effectively.

Once we have this information, we’ll work quickly to resolve the issue and help you complete your order.

Our system is configured to split your order and set the pre-order for future fulfillment. The other items will be processed, fulfilled, and shipped on our normal timelines.

Please note that this does not apply to orders with a mixed cart that includes Funko pop pre-orders.  If you purchase a pre-order Funko pop with other items, they will ship altogether on the pre-order date.

Note: Free Shipping over $100 USD applies to each shipment in your order, not your total order amount.


If you have any questions please ask us for help.

Product images are for reference only; actual items may vary in color, design, or details due to production processes and display settings.

All items have a size tolerance of +/- 2 inch.

For any concerns, please contact our customer support team.



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