Help FAQ

How can I request faster shipping?
If you would like your order shipped by a faster method, please state this in the “Additional Order Notes” box on the billing information screen during the checkout process. We will calculate the expedited shipping rate applicable to your order and inform you of those rates prior to shipping. To help
speed this process, please ensure we have the correct e-mail and/or telephone information
on the “Account Information” page.

How can I change or cancel my order?
You can make changes or cancel your order by replying to your order confirmation e-mail or by calling us at 1-888-298-7097 or 1-403-255-7097 (overseas). Our telephones are staffed Monday to Saturday from 9 a.m. to 5 p.m. (Mountain Time). We are open on Sundays from March 1 – July 31 10a.m. to 4pm.

How can I track my order?
A tracking number, along with a direct link to track your shipment, will be sent in your shipping confirmation e-mail. You can also track your shipments on our website under “Order Status” provided you have registered with us.
Please note: Tracking numbers are not available for international shipments.

Can I place an order for pick-up at one of the retail locations?
Orders for in-store pick-up can be placed in one of two ways:
Contact the store directly with your order and credit card information and request
the Express Pre-paid Parcel Service. A pick-up time will be provided at the time
of order placement.
OR
Place the order online and choose which retail store you would like to fulfill your order. Once your order is ready, you will receive a store pick-up notification e-mail. Depending on the time the order is placed, you should receive this e-mail within 4 hours.

How long will it take my order to arrive?
Please see the chart below for approximate shipping times.
The following times are for standard ground shipping only.
Canada   

Canada

Province
Shipping Times
ON
4-7 business days
QC
4-7 business days
MB
2-4 business days
NB,NS, PE
5-7 business days
NL
5-8 business days
AB,BC,SK
1-3 business days
NT,NU,YT
5-9 business days

Can I ship my order to an international address?
Shipping charges for overseas orders are based on the destination country and the total weight of the order. All overseas orders are held and reviewed by our Customer Service representatives who calculate the shipping charges and, within 24 hours, send you an e-mail stating the shipping charges and
requesting your approval to ship the order.
Import duties, customs fees, and taxes are the responsibility of the customer and are billed by the courier when the order is delivered. We have no control over these charges and unfortunately have no way of estimating their amount. For more information, please contact your local customs office.
To help speed the shipping charge authorization, please be sure to provide us with a valid e-mail address and telephone number. Your order will not leave our distribution center, nor will your credit card be charged, until we receive shipping authorization from you.

How can I retrieve a forgotten password?
If you have forgotten your password, you can access your “password hint”, which may help you remember your password. Click on “Login”, then click on the link “Forgot password? Click here.” If your “hint” didn’t jog your memory, e-mail us your user name or  e-mail address and one of our Customer Service representatives will provide some help.

How can I order a gift for someone else?
During the checkout process, you will be given the option to have the order shipped to an alternative address. Please let us know if you have any special requests for your order by leaving us detailed instructions in the “Additional Order Notes” box on the billing information screen.

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