Frequently Asked Questions

How Do Your Caps Fit?

All of our caps are adjustable so they fit almost everyone. Noel, our founder, has a pretty big head so we source most of our caps to also fit big heads. If you also have a big head, the caps that typically also fit bigger heads well are the LoPro caps, the 110 stretch Pro Model caps, and a selection of others. The only cap that just doesn’t fit Noel is the dad cap. See attached to see how big his head is. Please email us info@hookandvice.com if you have questions about the sizing of a specific cap.

Clothing sizes

Our shirts are standard sizing, and they may shrink a size when put in the dryer. If it fits perfect when you get it don’t put it in the dryer. If it fits a little large put it in the dryer and it will shrink a little.

How to purchase

When you find an item that you would like to purchase, click the “add to cart” button. The item(s) you have chosen will appear in your cart. To finalize your purchase, click “checkout”. Please make sure the items, sizes and quantity are correct. If there is a mistake, you can remove the item in the checkout by selecting “update”. Once the order is confirmed, follow the payment instructions to complete your order.

Confirmation

Once you have completed entering your address and credit card information press “submit” and an e-mail confirmation will be sent to you. This will have your order number, complete order details and shipping address. Please save this document for your records. If there is a mistake on this e-mail confirmation, please notify service@hookandvice.com immediately.

Method of payment

Hook And Vice accepts PayPal, Visa and MasterCard.

Pricing

All prices shown on the site are in Canadian dollars. Prices listed on the page and in the shopping cart do not include shipping, handling fees or taxes. As you check out you will be able to choose the shipping option that you prefer. Taxes will be added according to your location. The final price (including applicable taxes and shipping) will be displayed prior to entering your credit card number and will also be sent to you in the confirmation e-mail.

Taxes

Your order is subject to applicable taxes: British Columbia: 12% Ontario: 13% Nova Scotia: 15% Nfld & Labrador: 13% PEI: 13% New Brunswick: 13% Quebec: 14.975% USA: You will be charged the appropriate taxes according to your state.

Duty

Products shipped from the USA into Canada are subject to import duties and additional fees may apply.

Stock availability

Hook and Vice keeps all stock listings up to date. If, however, stock availability on your order has changed, we will inform you via e-mail with an approximate time frame on a restocking date. If your product is no longer available we will refund you fully.

How will my order be shipped and how much will it cost?

Shipping will depend on what you order and where you live. Some of our products are made in the USA and they will be shipped directly from the USA. Other products are assembled in Vancouver, Canada and will be shipped from Canada. If you purchase several different items you may have multiple shipping costs do to the various locations it’s being shipped from. At this time we are a very small company and to keep your costs down this is our only viable solution. Orders will be charged shipping rates based on your location and where the our products are being shipped from.

Shipping confirmation

You will receive an email confirmation once your order has shipped.

When will I be charged?

You will be charged at check out. Still uncertain? Send us an email at info@hoookandvice.com

Return Policy

Refunds/exchanges will be given if you have received the wrong merchandise (what you have received is different from what was written on your order confirmation email) Returns may only be made within 14 days of the delivery date.* All returned merchandise must be unwashed, unworn with tags attached. Worn, washed or de-tagged garments will not be accepted. (All garments are subject to inspection) Shipping costs are not refunded. Any and all must have an return number attached to be accepted. Email us to get a return number info@hoookandvice.com.

Quality Control Issue

It doesn’t happen very often, but in the off chance your product is damaged or poorly printed, take a few photos of the damaged area, as well as a photo of the garment so we can see the graphic. Then email the photos and a description of what the problem is to info@hookandvice.com. We will review it, and if it’s damaged will do our best to get you a new one sent out right away.

Sizing Issue

If your purchase doesn’t fit properly it’s either because you ordered the wrong size, or perhaps because the product was mislabeled and it fits incorrectly.

If Your Item Was Mislabeled:

We need you to take photos showing a measuring tape over top of your garment. Follow the same lines as the ones in the photo below. If your item is in fact bigger or smaller than it should be, we will send you a new one on a rush. You also get to keep the one that’s the wrong size so you can regift it.

If  You Ordered The Wrong Size:

If you ordered the wrong size, no problem it happens from time to time. Please package up your unworn item and ship it back to us at the address below. To: Hook And Vice, Co: Noel Fox, Unit 901, 2310 West 2nd Avenue, Vancouver BC, Canada  V6K 1J1. Once we receive it, we will ship you a new one. Please note that because each item is printed on demand as the orders come in, we will need to pull a new garment, print it, package it, and ship it, so it may take just a little time.

Your Order Hasn’t Shown Up

1. Please check your order, and make sure you entered your right address. Believe it or not, we get a lot of people wondering where their stuff is, only to find out they gave us the wong postal code or street address.
2. Check with your local post office to see if they have it. We use Canada Post, and if they are unable to leave it in your box, they often take it to the post office.
3. Email info@hookandvice.com with our name, email that you used for your order, and order number. We will look into it right away. If your order is missing, we will ship you a new one asap.

Waiting For Your Refund

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@hookandvice.com.

Sale Items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Shipping Returns

To return your product, you should mail your product to: Hook And Vice, Co: Noel Fox, Unit 901, 2310 West 2nd Avenue, Vancouver BC, Canada  V6K 1J1.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Order Cancellation / Out of Stock Items

Only orders that have not been processed and shipped may be cancelled. If you wish to cancel an order, please email us right away at info@hookandvice.com. Please have your order number ready. Hook and Vice reserves the right to refuse order cancellation if the order has already been processed and shipped. Please note that most of our products are printed individually the moment your order is processed. If an item is out of stock or no longer available, Hook and Vice may cancel your order or part of your order. You will be notified via email if any part of your order is unavailable and you will be refunded the appropriate amount. * THERE ARE NO REFUNDS/EXCHANGES ON SALE / DISCOUNTED ITEMS

Fabric Care

Did you know? 60% of greenhouse gasses generated over the lifetime of a garment come from typical machine washing and drying. You can easily cut this down by trying a green tip we at Hook and Vice encourage: wash your clothes in cold water and hang to dry. Also, try a phosphate free or planet friendly detergent!

Questions

If you have any questions, please feel free to contact us at info@hookandvice.com.