Customer FAQ Customer FAQ

How to place an order?

  • Will I receive confirmation that my order was successful?

Once you place your order you will receive an order confirmation email. This confirms that we have received your order.
Once your order has been dispatched you will receive a second email confirming that your order has left our warehouse.

  • Will I receive confirmation that my order is on its way to me?

Once your order has been dispatched you will receive a confirmation of dispatch email.
This email will contain the tracking details of your parcel. Details of how to track your parcel can be found at our Tracking your order section of the FAQs.

  • Do I need to create an account before placing an order?

No, you don't. You have the choice to create an account or check out as a guest.

  • What are the benefits of creating an account?

Creating an account is easy and you'll receive great benefits such as

  • Tracking orders easily
  • Reviewing previous orders
    Fast Check Out - you can save addresses and card details for quick and easy checkout

    If you sign up to our newsletter, you will also receive updates on the latest arrivals and have access to online exclusive promotions and offers.
  • At what stage is payment taken from my card?

Your card will only be charged once your order has been dispatched from our warehouse. We will send you an email confirming the items which are being sent and the exact amount charged to your card. If for any reason we are unable to send an item, you'll only be charged for the items we do send.
If you pay using Paypal, then payment is taken at the point of purchase. However if any goods are cancelled, the amount will be refunded back to your Paypal account.

  • I've just confirmed my order, can I delete/add items to it?

Unfortunately we are unable to delete or add items to your order once it is complete. You may be able to cancel your order if it has not been dispatched yet. Please Contact Us and we will be more than happy to look into your query.

  • Can I place an order over the phone?

Unfortunately we are not able to take orders over the phone.

Delivery Information

  • CA Shipping Information

Delivery Option

Price

Delivery Times

Standard Tracked

Free on orders over $100,
$10-15 on all other orders

Delivered within 15-25 business days

  • Can I change the delivery address on my order?

Unfortunately we are unable to amend the delivery address on an order once it has been dispatched.

  • Can I add delivery instructions on my order?

If you wish to a add delivery instructions on your order please Contact Us. WE will do our best to ensure the couriers receive the information

  • Do I have to pay custom charges if my order is being delivered outside the Canada?

Recipients of deliveries outside the Canada may have to pay import duty or formal customs entry. If this is the case, the delivery may be delayed. Any such charges are the responsibility of the recipient and CanadaOutdoors is unable to offer any assistance on these processes.

If you are ordering products to be delivered to someone outside of the Canada, please make sure they are aware they'll be responsible for these additional charges. We'd advise that you check the import charges applicable in any country before ordering products to be delivered there.

Tracking Your Order

How will I know when my order has been dispatched?

  • Once your order has been dispatched from our warehouse, we will send you an email to let you know that it's on its way.
  • How can I track my order?

Once your order has been dispatched from our warehouse, we will send you an email containing a tracking number and a link to the courier's website where you will be able to check the current status of your delivery. You can also track your parcel through your account if you are registered with us. Should you have any questions related to tracking your parcel please Contact Us and we'll be happy to assist you.

  • The status says my order was delivered but I haven't received it?

You will need to Contact Us in order for us to check with the courier. Please quote your order number in any correspondence.

  • What do I do if there's a problem with my delivery?

If you have a problem with your delivery, you can Contact Us and we'll be able to look into this further for you.

  • Some of the items are missing from my order. What can I do?

If you haven't received the entire order as detailed in the order confirmation email sent to you, please Contact Us.

Product Information

  • The product size/ colour I want is not showing?

It may be that the product is just out of stock for a while but may still be available in future.

  • I need more information about a product?

On each product page, you will find a description of the product, style and its technical features. If you wish to have additional information regarding a particular product, please Contact Us.

  • Do you offer a product guarantee?

All our products come with manufacturer's guarantee, protecting you from any fault that may occur within the first 12 months of purchase. This guarantee only applies if the product has been used for its intended purpose and excludes damage caused by accident, neglect or wear and tear. If you have any questions about our product guarantee, please Contact Us and we'll be happy to help.

  • I am unable to register my product for the 3 year waterproof guarantee. What can I do?

If you are having difficulties in registering your product for the 3 year waterproof guarantee, please Contact Us and we'll be happy to do it for you.

  • · Exchanges and Refunds
  • · If a product isn't right for you, you can return it to us within 30 days of purchase for an exchange or refund. You can return items to any of our Mountain Warehouse stores nationwide or back to our warehouse. This does not affect your statutory rights.
  • Do I have to pay to return an item?

Returns to our office are subject to shipping cost. If you choose to send your item back by post you are responsible for the cost of the return postage.

  • Can I return an item to your office?

We are pleased to accept returns or exchanges in any of our CanadaOutdoors Warehouse office. Please ship back

  • all the order documents included in the package as they are needed to process the exchange or refund.
  • I have received a faulty item . What can I do?

If you have received a damaged item please Contact Us. You can also take a damaged product to any of our shops for an assessment.

  • I've sent some items back to you, how will I be refunded?

Upon receipt of your return package to the warehouse, we will process your refund. We aim to process all customer refunds as quickly as possible. Refunds will be credited to your original payment method. Please allow up to 14 days for the refund to appear in your account.

  • How long does it take for the refund to be processed?

If you have returned an item to our store, we will process your refund immediately. Please allow 5 days for the refund to appear in your account. If you have returned an item to our warehouse, we aim to process your refund within 14 days from the day of receipt of your return package.

  • Will my delivery charges be refunded?

We will refund you the initial delivery charge on your order if you inform us that you wish to cancel your order within 7 days of placing it.

  • How long after I've sent my parcel back to you will I get a refund?

If you have returned an item to our warehouse, we aim to process your refund within 14 days from the day of receipt of your return package.

  • What if my parcel gets lost on the way back to you?

The goods are your responsibility until they reach our warehouse. We strongly recommend that you use a secure trackable returns method and that you keep hold of your proof of postage. If your return package is not received at our warehouse please Contact Us with a copy of your proof of postage and we will be happy to investigate your return further.

  • I've lost my Returns form. What can I do?

Please Contact Us and we will be happy to resend you a Returns form.

  • I have been refunded the wrong amount?

When we process a refund, we take into account any vouchers or promotions in the original purchase as well as postage costs (whether or not we're refunding the delivery charges).
If you think that we have refunded you the incorrect amount, please Contact Us.

 

How to place an order?

  • Will I receive confirmation that my order was successful?

Once you place your order you will receive an order confirmation email. This confirms that we have received your order.
Once your order has been dispatched you will receive a second email confirming that your order has left our warehouse.

  • Will I receive confirmation that my order is on its way to me?

Once your order has been dispatched you will receive a confirmation of dispatch email.
This email will contain the tracking details of your parcel. Details of how to track your parcel can be found at our Tracking your order section of the FAQs.

  • Do I need to create an account before placing an order?

No, you don't. You have the choice to create an account or check out as a guest.

  • What are the benefits of creating an account?

Creating an account is easy and you'll receive great benefits such as

  • Tracking orders easily
  • Reviewing previous orders
    Fast Check Out - you can save addresses and card details for quick and easy checkout

    If you sign up to our newsletter, you will also receive updates on the latest arrivals and have access to online exclusive promotions and offers.
  • At what stage is payment taken from my card?

Your card will only be charged once your order has been dispatched from our warehouse. We will send you an email confirming the items which are being sent and the exact amount charged to your card. If for any reason we are unable to send an item, you'll only be charged for the items we do send.
If you pay using Paypal, then payment is taken at the point of purchase. However if any goods are cancelled, the amount will be refunded back to your Paypal account.

  • I've just confirmed my order, can I delete/add items to it?

Unfortunately we are unable to delete or add items to your order once it is complete. You may be able to cancel your order if it has not been dispatched yet. Please Contact Us and we will be more than happy to look into your query.

  • Can I place an order over the phone?

Unfortunately we are not able to take orders over the phone.

Delivery Information

  • CA Shipping Information

Delivery Option

Price

Delivery Times

Standard Tracked

Free on orders over $100,
$10-15 on all other orders

Delivered within 15-25 business days

  • Can I change the delivery address on my order?

Unfortunately we are unable to amend the delivery address on an order once it has been dispatched.

  • Can I add delivery instructions on my order?

If you wish to a add delivery instructions on your order please Contact Us. WE will do our best to ensure the couriers receive the information

  • Do I have to pay custom charges if my order is being delivered outside the Canada?

Recipients of deliveries outside the Canada may have to pay import duty or formal customs entry. If this is the case, the delivery may be delayed. Any such charges are the responsibility of the recipient and CanadaOutdoors is unable to offer any assistance on these processes.

If you are ordering products to be delivered to someone outside of the Canada, please make sure they are aware they'll be responsible for these additional charges. We'd advise that you check the import charges applicable in any country before ordering products to be delivered there.

Tracking Your Order

How will I know when my order has been dispatched?

  • Once your order has been dispatched from our warehouse, we will send you an email to let you know that it's on its way.
  • How can I track my order?

Once your order has been dispatched from our warehouse, we will send you an email containing a tracking number and a link to the courier's website where you will be able to check the current status of your delivery. You can also track your parcel through your account if you are registered with us. Should you have any questions related to tracking your parcel please Contact Us and we'll be happy to assist you.

  • The status says my order was delivered but I haven't received it?

You will need to Contact Us in order for us to check with the courier. Please quote your order number in any correspondence.

  • What do I do if there's a problem with my delivery?

If you have a problem with your delivery, you can Contact Us and we'll be able to look into this further for you.

  • Some of the items are missing from my order. What can I do?

If you haven't received the entire order as detailed in the order confirmation email sent to you, please Contact Us.

Product Information

  • The product size/ colour I want is not showing?

It may be that the product is just out of stock for a while but may still be available in future.

  • I need more information about a product?

On each product page, you will find a description of the product, style and its technical features. If you wish to have additional information regarding a particular product, please Contact Us.

  • Do you offer a product guarantee?

All our products come with manufacturer's guarantee, protecting you from any fault that may occur within the first 12 months of purchase. This guarantee only applies if the product has been used for its intended purpose and excludes damage caused by accident, neglect or wear and tear. If you have any questions about our product guarantee, please Contact Us and we'll be happy to help.

  • I am unable to register my product for the 3 year waterproof guarantee. What can I do?

If you are having difficulties in registering your product for the 3 year waterproof guarantee, please Contact Us and we'll be happy to do it for you.

  • · Exchanges and Refunds
  • · If a product isn't right for you, you can return it to us within 30 days of purchase for an exchange or refund. You can return items to any of our Mountain Warehouse stores nationwide or back to our warehouse. This does not affect your statutory rights.
  • Do I have to pay to return an item?

Returns to our office are subject to shipping cost. If you choose to send your item back by post you are responsible for the cost of the return postage.

  • Can I return an item to your office?

We are pleased to accept returns or exchanges in any of our CanadaOutdoors Warehouse office. Please ship back

  • all the order documents included in the package as they are needed to process the exchange or refund.
  • I have received a faulty item . What can I do?

If you have received a damaged item please Contact Us. You can also take a damaged product to any of our shops for an assessment.

  • I've sent some items back to you, how will I be refunded?

Upon receipt of your return package to the warehouse, we will process your refund. We aim to process all customer refunds as quickly as possible. Refunds will be credited to your original payment method. Please allow up to 14 days for the refund to appear in your account.

  • How long does it take for the refund to be processed?

If you have returned an item to our store, we will process your refund immediately. Please allow 5 days for the refund to appear in your account. If you have returned an item to our warehouse, we aim to process your refund within 14 days from the day of receipt of your return package.

  • Will my delivery charges be refunded?

We will refund you the initial delivery charge on your order if you inform us that you wish to cancel your order within 7 days of placing it.

  • How long after I've sent my parcel back to you will I get a refund?

If you have returned an item to our warehouse, we aim to process your refund within 14 days from the day of receipt of your return package.

  • What if my parcel gets lost on the way back to you?

The goods are your responsibility until they reach our warehouse. We strongly recommend that you use a secure trackable returns method and that you keep hold of your proof of postage. If your return package is not received at our warehouse please Contact Us with a copy of your proof of postage and we will be happy to investigate your return further.

  • I've lost my Returns form. What can I do?

Please Contact Us and we will be happy to resend you a Returns form.

  • I have been refunded the wrong amount?

When we process a refund, we take into account any vouchers or promotions in the original purchase as well as postage costs (whether or not we're refunding the delivery charges).
If you think that we have refunded you the incorrect amount, please Contact Us.

 

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