Frequently Asked Questions
We love hearing from you! However, the phone isn’t always the fastest way to reach us, as our team is often busy assisting customers in-store. To contact us more easily, feel free to leave us a message using the following link: Contact Us. Thank you for your understanding!
Why Order Online Is Faster
If you're looking to place an order, keep in mind that it will be processed more quickly through our online store. Here’s why:
✅ Immediate Processing: Orders placed online go directly to our warehouse, where they are handled right away.
✅ Fewer Errors and Missing Information: When an order is sent via email, a team member has to read and interpret it. In fact, 80% of email orders are missing crucial details, such as size, colour, model, delivery method, or payment options. This means we have to contact you for clarification, which significantly delays processing.
✅ Simple and Efficient: Our website guides you step by step, ensuring all necessary details are included. This way, you won’t forget anything, and we’ll have everything we need to prepare your order without delay.
A Personalized Catalogue Just for You!
Do you regularly order the same products? We can create a customized private catalogue featuring your favourite items, making it even easier and faster to place your orders online!
We No Longer Sell to Individuals
Since 2021, we have been exclusively distributors and wholesalers. As a result, we no longer sell directly to individuals.
Why This Change?
✅ Supporting Partner Schools: We want to encourage the schools that distribute our products. They know your needs better than anyone and can guide you toward the right equipment. This ensures you get better service and avoid purchasing mistakes.
✅ Making Your Life Easier: No need to make an extra trip! You’re already at the dojo or school several times a week, so why add the stress of shopping?
✅ Limited Access to Our Warehouse: Parking regulations in Montreal are very strict, making it particularly difficult to access our warehouse by car.
Thank you for your understanding and for supporting our partner schools! 😊
We send a large number of emails every day, and most of our recipients receive them without any problems. However, occasionally you may not receive our emails. They may end up in your "Spam" or "Junk" folder, or be automatically deleted if they are considered unwanted.
To avoid this, we suggest you add Hugo Sport as a trusted contact.
Here are the steps for Gmail:
✅ Add an address or domain as a safe sender
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Open Gmail
- Access your Gmail account on mail.google.com.
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Access filter settings
- Click on the ⚙️ Settings icon (top right).
- Select "See all settings".
- Go to the “Filters and blocked addresses” tab.
- Click on “Create Filter”.
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Create a filter for the domain hugosport.com
- In the "From" field, enter
@hugosport.com
- Click on “Create Filter”.
- In the "From" field, enter
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Choose the action for the filter
- Check the box "Never send to Spam folder".
- You can also check "Always mark as important" if you want emails from this domain to be prioritized.
- Click "Create Filter" to save your changes.