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Home Frequently Asked Questions

Frequently Asked
Questions

Placing My Order

How can I apply a promotional code to my order?

You can apply your promotional/coupon code during the checkout process. Before selecting your payment method, you may enter your code in the Coupon Discount section (right above the Payment Method section).

Can I place my order over the phone?

Absolutely! Please contact our Customer Service team from Monday to Friday, 9AM to 5PM EST, at 1-844-MAX-6296 (1-844-629-6296). Please be sure to have the style numbers of the items you intend to purchase and your credit card information on hand.

Can I order items that are only available in stores?

Yes you can! Please contact our Customer Service team from Monday to Friday, 9AM to 5PM EST, at 1-844-MAX-6296 (1-844-629-6296). Please be sure to have a description of the items you want to purchase and your credit card information on hand.

How can I verify the status of my order?

Once your order is processed, a confirmation email will be sent to you containing the details of your order. Once your order has shipped, you will receive a second email with your Canada Post tracking number. You may then track your order at any time at “Canada Post website link”.

Can I modify my order once processed?

If your order hasn’t shipped yet, it is still possible to make changes. To do so, please contact our Customer Service team from Monday to Friday, 9AM to 5PM EST, at 1-844-MAX-6296 (1-844-629-6296) or send an email to info@maximusxl.ca. Please note, if your order was already processed for shipping, it is not currently possible to make changes.

Payment and Billing

What are my payment options?

Payment can be made by credit card only. We accept Visa, MasterCard and Discovery. We also accept pre-paid credit cards so long as the card has a billing address attached to it. Please note orders are subject to review.

Is it safe to use my credit card on your website?

Yes. We've taken several steps to ensure all information received from our online guests is secure. An anti-fraud system from Moneris called AVS (Address Verification Security) is used to protect every transaction between our servers and your computer. If you are not comfortable processing you order online, you can also order by phone by contacting our Customer Service team from Monday to Friday, 9AM to 5PM EST, at 1-844-MAX-6296 (1-844-629-6296) and one of our representatives will process the order for you.

When placing an order, my credit card was refused. Why?

There could be many reasons why your credit card might be refused. The most common reason is that the credit card company has coded a different billing address than you provided. It is important to verify that the address you put it the billing information section is exactly the same as the one on your credit card bill. Our anti-fraud system from Moneris, AVS, checks for a perfect match with the credit card entered, down to punctuation, apartment number, abbreviation for streets, etc. If it’s not a perfect match, Moneris might refuse the transaction. If you are experiencing problems with your order, please contact our Customer Service team from Monday to Friday, 9am to 5pm, Eastern Time, at 1-844-MAX-6296 (1-844-629-6296).

Why does the amount charged for my order not match with the charge on my credit card statement?

You were charged a pre-authorization. Our system performs a pre-authorization before processing payment in order to comply with the AVS (address verification security). If you see more than one amount on your credit card statement, it is simply because you tried to process your order more than once and the system refused it. If you processed your order with success, those pre-authorization amounts will disappear from your statement and be replaced with one completed transaction. If you did not complete an order, those pre-authorization amounts will disappear from your statement within five business days.

I did not receive a confirmation email for my order, but I see an amount on my credit card statement. Why?

If you did not receive a confirmation email, your order did not go through. The amount you are seeing on your credit card statement is a pre-authorization charge (not a purchase). If your order did not go through, it is probably because your billing address is not identical to the one on your credit card bill. You can try again, with a maximum of 2 tries during a 24 hour period, and correct your billing address or please contact our Customer Service team from Monday to Friday, 9am to 5pm, Eastern Time, at 1-844-MAX-6296 (1-844-629-6296) for help.

I tried to process my order twice and now get an error message saying that my credit card was blocked for 24 hours. Why?

Every time you try to process your order, a pre-authorization charge is made on your credit card by Moneris. Consequently, Moneris performs an anti-fraud verification and if approved, your order gets processed and that pre-authorization charge becomes the purchase charge. If the AVS refuses the information, the order is not processed and stays as a pre-authorization which disappears within five business days, depending on your banking relationship. To avoid customers trying too many times, we put a limit of two tries before our website blocks the use of your credit card on our website for a period of 24 hours. This was put in place to avoid customers charged multiple pre-authorizations on their credit card and to protect our customers in case of fraudulent activity. If you are experiencing this problem and wish to process your order or have additional questions, please contact our Customer Service team from Monday to Friday, 9am to 5pm, Eastern Time, at 1-844-MAX-6296 (1-844-629-6296).

Shipping

What are your shipping methods?

Maximus Homme 2XL-6XL utilizes Canada Post standard shipping for all of its shipments. If you wish for your order to be expedited, please contact our Customer Service team from Monday to Friday, 9am to 5pm, Eastern Time, at 1-844-MAX-6296 (1-844-629-6296). Please note that if you request a different shipping method than what is currently offered, additional fees may apply.

How long until my order arrives?

Please expect your order to arrive within 2-10 business days within Canada, depending on your geographical location.

How much do you charge for standard shipping?

For orders within Canada and below 200$ before taxes, a set fee of 10$ plus taxes applies. For orders shipping within Canada above 200$ before taxes, shipping is free. Certain remote regions and/or areas that require specific transportation are excluded from this shipping policy and customers will be advised accordingly. Certain items that require specific shipping packages are also excluded from this shipping policy. Shipping rates for these specific items may also be higher than standard shipping rate; customers will be notified of additional charges before the order is processed.

Can I order if I live outside of Canada?

Absolutely! Please contact our Customer Service team from Monday to Friday, 9am to 5pm, Eastern Time, at 1-844-MAX-6296 (1-844-629-6296) for more information. Please note that we do not accept exchanges or refunds for customers living outside Canada.

What happens if I am not home when Canada Post delivers my order?

If you package does not fit in your locked mailbox, Canada Post will leave a notice and bring it to the closest Canada Post pick-up counter location. You will have 15 business days to retrieve your order. If not retrieved within 15 days, Canada Post will return the order to our distribution center.

Can I place an order online and pick it up at a Maximus store?

No. Unfortunately at this time, Maximus Homme 2XL-6XL does not offer this option.

Returns and Refunds

What is your return policy for online purchases?

Please visit our website, section Shipping and Returns.

Can I return an item bought online in store?

Merchandise bought online may be exchanged or refunded in any of our stores within 30 days of purchase. For a list of our stores please go to the Our Stores page. Merchandise brought to our store for exchange and/or refund must be accompanied with the original invoice as proof of purchase. No return will be accepted without the original invoice. If paid by credit card, please bring the credit card that was used for the original transaction.

Is there a delay to process my return/refund?

It could take up to 14 business days to process a return/refund. You will be notified by email and you will receive a copy of the return/refund once completed.

Can I exchange an item for another size, colour or different style?

Of course! You can exchange any product bought online within 30 days of purchase (except underwear, socks, swimwear and gift cards - all of which are final sale). Please note that you are responsible for paying for both the return shipping costs and any new shipping costs for the new replaced items.

An error was made when shipping my order, what do I do?

If you receive the wrong item or the item you received is damaged, Maximus will assume all shipping costs. Please contact our Customer Service team from Monday to Friday, 9am to 5pm, Eastern Time, at 1-844-MAX-6296 (1-844-629-6296).

Merchandise

Is there a size guide?

Yes. On each product page, we include the measurements of each size to help you during your shopping experience. Please see the Measurements section located on each product pafe. Be sure to check out our Measurement Guide for best practices.

I saw an item in store, but I can’t find it on the website. Why?

We do not carry all of our merchandise online. Please contact our Customer Service team from Monday to Friday, 9am to 5pm, Eastern Time, at 1-844-MAX-6296 (1-844-629-6296) for more product information.

I saw an item online, but I can’t find it in store. Why?

Certain items are carried exclusively online. Please ask one of our store employees to see if it’s possible to transfer that item to your store for you.

I want to purchase an item online, but my size is out of stock. Will my item be replenished?

It is certainly possible. Please check online often for updated inventory. Some items are bought with limited quantities with no replenishments. Please contact us for more information about specific items.

Customer Service

I’m having a difficult time with my online order. Can someone help me?

It will be our absolute pleasure to help you. Please contact our Customer Service team from Monday to Friday, 9am to 5pm, Eastern Time, at 1-844-MAX-6296 (1-844-629-6296).

How can I contact you?

You can call us from Monday to Friday, 9am to 5pm, Eastern Time, at 1-844-MAX-6296 (1-844-629-6296) or send us an email to info@maximusxl.ca.

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