FAQs

Frequently Asked Questions

L'hippopotame Athlétique

Montréal, Québec, Canada

 

We are dedicated to crafting high-performance triathlon apparel designed in Montréal for athletes who pursue excellence. If your question is not addressed below, please contact us at info@lhippopotame.com—our team reviews and responds to every inquiry personally.

Ordering & Payment

Which payment methods are accepted? We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and select buy-now-pay-later options such as Klarna or Afterpay (availability varies by checkout). All transactions are processed in Canadian dollars (CAD) through secure, encrypted channels.

 

Shipping & Delivery

What are the shipping options, costs, and estimated delivery times? All shipments originate from Montreal. Rates and times are as follows (in CAD):

  • Standard shipping (Canada-wide):
    • Free Standard shipping for all orders above 75$ CAD; typically 3–7 business days.
    • Other Standard Shipping - Starting at $7.99; typically 3–7 business days.
  • Expedited shipping (Canada-wide): Starting at $14.99 (varies on shipping destinations); typically 2–3 business days.

International shipping is available to most destinations; rates are calculated at checkout.

Please note: Any customs duties, import taxes, brokerage fees, or other tariffs imposed by the destination country are not included in the product price or our shipping fees. These additional charges are the buyer's responsibility and are collected by the carrier or customs authorities upon arrival. We recommend checking with your local customs office for estimated fees before placing an international order.

How do I track my order? A shipping confirmation email with tracking details is sent as soon as your order departs our warehouse. You may also view real-time status in your account under “My Orders.”

What should I do if my package is lost, damaged, or does not arrive? Please contact us within 30 days of the estimated delivery date, including photos and your order number. We will investigate promptly and arrange replacements or refunds as appropriate.

 

Returns & Exchanges

We are committed to ensuring you are fully satisfied with your L'hippopotame apparel and gear. Our policy is designed to maintain the integrity and race-readiness of every item for the entire community.

Key conditions

  • Returns or exchanges must be initiated within 30 days of delivery.
  • Items must be unworn, unwashed, with original tags attached, and free of any signs of use (including deodorant marks, makeup, self-tanner, anti-chafe residue, pet/human hair, or odors). Trying on over clean undergarments is permitted.

Domestic orders (Canada)

  • Full-price or lightly discounted (≤15% off) items: Eligible for free returns, free exchanges, or full refund to the original payment method.
  • Heavily discounted (>15% off) items: Store credit only, less a 15% handling fee to cover processing and return shipping.
  • Bundles follow the same discount-based eligibility rules.

International orders (including the United States) Store credit only; return shipping is the customer's responsibility.

Damaged, incorrect, or defective items upon arrival Do not wear or remove tags. Contact info@lhippopotame.com immediately with photos and your order number. We will cover return shipping and resolve the issue swiftly.

Items that have been washed or show signs of wear Such items cannot be accepted for return, exchange, or credit and will be returned to you at your expense.

Processing timeline Upon receipt, items undergo a brief inspection (typically 3–5 business days). We then process:

  • Refund (where eligible) to the original payment method,
  • Exchange (limited to one per paid order, subject to stock availability), or
  • Store credit (which cannot be applied to custom orders).

If the desired size or color is unavailable, select an alternative or accept credit.

Non-refundable charges Original shipping fees are not refunded unless the issue stems from our error (e.g., wrong or damaged item).

Additional notes We reserve the right to decline returns for items that are worn, washed, damaged, altered, or no longer in sellable condition. To ensure fair access to benefits such as free domestic shipping, we may place restrictions on accounts with frequent returns.

How to initiate a return or exchange Log in to your account, navigate to “My Orders,” select the item, and follow the prompts. Alternatively, email info@lhippopotame.com with your order number for assistance. Eligible domestic returns typically include a prepaid shipping label.

 

Account & Orders

I forgot my password. How do I reset it? Use the “Forgot Password?” link on the login page. A reset email will be sent promptly.

Can I modify or cancel an order after placement? Contact us immediately if the order has not yet shipped. Once processing or shipping has begun, modifications are not possible; please use the returns process after receipt.

 

Products & General Information

Are your products authentic and high-quality? Yes—100%. All L'hippopotame apparel is designed in Montréal, using premium materials sourced through trusted manufacturing partners to deliver exceptional performance and durability.

What if an item is out of stock? Subscribe to back-in-stock notifications on the product page. We will notify you shortly before restocking.

Do you offer warranties? Please refer to the "Our Warranty" page for manufacturer warranty details. For any quality concerns, please contact us directly.

How can I contact customer support? Email info@lhippopotame.com. We do not offer live chat; all inquiries receive personalized attention, typically within 24 hours (often sooner).

We appreciate your trust in L'hippopotame Athlétique and are here to support your training and racing goals. Feel free to reach out! We look forward to helping you perform at your best.

 

The L'hippopotame Team

Montréal, Québec