FAQ
PRODUCTS AND CARE
Products
How to choose the right size?
Aquila products generally follow standard Canadian sizing. For precise measurements, please consult the size guide specific to each product.
Where can I find information about the materials used?
Aquila products are made from only high-quality, durable materials. They are mostly composed of a blend of nylon and spandex, along with elastane for more stretchy products. For specific materials, please refer to the composition listed for each product.
Care
How do I care for and wash my Aquila products?
You can care for and wash your Aquila products just like you do with your other clothing. The best practice is to wash them in lukewarm water and dry them on low heat. To extend their durability, it is preferable to hang them and let them air dry.
Are there specific care instructions for certain items?
Please refer to the specific product page for any item-specific care instructions.
ORDERS AND PAYMENT
Orders
Can I modify or cancel my order after placing it?
You can modify or cancel your order before it is shipped. To do so, email support@aquilacanada.ca with your order number and specify the desired changes or cancellation request.
What are the order processing times?
Orders are typically processed and shipped within 1 to 2 business days.
How can I track my order status?
After placing your order, you will receive a confirmation email with your purchase details. Once your order is shipped, you will receive a second email with a tracking number to follow the shipment.
What if I don’t receive my order?
If your tracking shows that your package was delivered but you haven’t received it within 24 hours of delivery, email support@aquilacanada.ca with your order number. We will initiate an investigation with the shipping company to locate your package.
Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club, Interac Debit, JCB, UnionPay, and PayPal as payment methods.
Can I use a promo code or gift card?
Once you click on "Proceed to Checkout" to start the order process, you can enter the promo code or gift card number in the designated area.
Do I have to pay customs fees and taxes?
No customs fees will be charged to Canadian customers. Federal and provincial taxes will be applied at checkout. For international customers, orders will be subject to customs fees and taxes, the amount of which varies depending on your location. Choosing not to pay customs fees and taxes and returning the package to Aquila means that any additional shipping or handling fees incurred by Aquila will be deducted from your refund.
SHIPPING
What are the delivery times?
Delivery time depends on your location but generally ranges from 1 to 5 business days.
What are the shipping fees?
Shipping fees will be automatically calculated once you enter your shipping address on the checkout page. Within Canada, shipping fees are typically $9.99 or free for orders over $75.
Do you ship internationally?
Aquila accepts international orders. Shipping fees will be automatically calculated once you enter your shipping address on the checkout page.
What should I do if my order arrives damaged?
If your order arrives damaged, email support@aquilacanada.ca within 24 hours with your order number and attach photos of the damaged packaging and products.
RETURNS, EXCHANGES AND WARRANTY
Returns and Exchanges
What is your refund policy?
You have 30 days from the delivery date to return or exchange your products. Items must be unworn, unwashed, and in their original packaging. Products with damage, pet or human hair, stains, dirt, or deodorant, perfume, detergent, or smoke odors will be rejected.
How do I return an item?
If you wish to return an item, email support@aquilacanada.ca with your order number and indicate that you are requesting a refund. You will receive a return label by email, which you must use to send the items back to our warehouse. Once the item is received and inspected, we will process the refund.
Can I exchange an item?
To exchange an item, email support@aquilacanada.ca with your order number and state that you wish to exchange it. You will receive a return label by email, which you must use to send the items back to our warehouse. Once the item is received and inspected, we will ship the new item.
Are return fees my responsibility?
No fees will be charged for a return or exchange except for international customers.
Warranty
What is the warranty on your products?
Aquila products come with a limited warranty for the original buyer, covering manufacturing defects. If a product has a manufacturing defect, we will replace it at our discretion. This warranty does not cover damage resulting from accidents, improper care, negligence, normal wear, or natural degradation of colors and materials due to use.
How do I apply for the warranty?
If you suspect a manufacturing defect, email support@aquilacanada.ca with your order number and attach photos of the defects in question. Once the information and photos are reviewed, we will inform you if the warranty applies.
CUSTOMER SERVICE AND RETAIL LOCATIONS
Customer Service
How can I contact customer service?
Customer service can be contacted by email at support@aquilacanada.ca.
What are customer service hours?
MON-FRI 9:00 AM to 9:00 PM
SAT-SUN 9:00 AM to 5:00 PM
Please allow 24 hours for a response.
Retail Locations
Where can I buy Aquila products in person?
Aquila products are available at the following training centers:
GG Gym - 816 Boul des Seigneurs, Suite 202, Terrebonne, QC J6W 1T9
Gym Cité Fitness - 1400 Ave Saint-Jean-Baptiste, Quebec City, Quebec G2E 5B7
Gym Elitys - 50 Rue de la Gabelle, Varennes, QC J3X 2A2
Infinite Gym - 162 Bon Pasteur St, Hawkesbury, ON K6A 2K5
Muscle Club - 4640 Boul Bourque, Sherbrooke, QC J1N 2A8
What are the hours of your retail locations?
Please refer to the training centers for their opening hours.
How can I check if retail locations have a product in stock?
Although we maintain an inventory of products at various retail locations, it is best to contact them directly to confirm if they have the items you want before visiting.