Frequently Asked Questions
Shipping and Delivery
Shipping in Canada
You ordered it. And you want it - now! We know how you feel – it's cool gear that you can't wait to get your hands on. We’re happy to offer the following options for delivery:
- All parcels are shipped via Canada Post in 5-10 business days. We offer FREE ground shipping on most orders over $50 with a few exceptions.
- Skis ship for $25 per pair within Canada, and $50 per pair in the US.
- Paddles ship for $20 per paddle within Canada, and $40 per paddle for US orders.
- Regular shipping is not available for canoes, kayaks, or stand-up paddleboards. When you order any of these items online there will be no charge for shipping at checkout. Our customer service team will contact you once the order has been placed and we shall arrange the most cost effective and convenient delivery or pick up. Any payment for delivery will be required before the item is shipped.
- Large or heavy items such as one piece ski and trekking poles, snowshoes, climbing ropes, and backpacks 50L+, aren't eligible for our Free Shipping Over $50 promo. Within Canada, large items ship for $20 for the first large item, and $10 for each additional large item. Within the US, large items ship for $40 each.
- Special order items require payment for postage.
- Shipping to PO Boxes is via Canada Post only.
- If you require expedited shipping please contact our customer service team and we will be happy to help you out.
Can I pick up my order at a store?
If you live locally, or are planning a visit, skip the shipping wait times and enjoy the convenience of an in-store pick-up at one of our stores. Upon checkout, please select in-store pick-up for the location that you'd like the order to be completed. Some items may not be in stock at your selected location and may need to be transferred from one of our other stores; transfers between stores take place every Wednesday. When your order is ready for pick-up our staff will contact you and allow you to pick it up at your earliest convenience.
What taxes do I have to pay?
All Canadian sales are subject to the sales taxes of the destination province. Within Canada Saskatchewan, Manitoba and Quebec customers are responsible to self-assess the PST on their sale and remit the tax to their home province.
Shipping to the USA
All parcels are shipped to the USA via Expedited Parcel or Xpresspost. Boats, Skis, Dangerous Goods, Heavy Goods and other items as noted cannot be shipped to the USA. While orders shipped to the USA are not charged Canadian taxes, they are subject to possible import duties, taxes, and customs processing fees. The Customer is responsible for paying these and any additional fees.
True Outdoors is unable to provide estimates for customs fees. Please view the US Customs & Border Protection internet purchases guideline for further information.
Returns and Exchanges
We understand how difficult it is to buy your outdoor apparel online: fit is everything, and if it doesn't fit when it arrives, why risk it? Well, in the case that you are not happy with your purchase, not only will we offer you an exchange or full refund if the goods are returned to True Outdoors within 30 days of purchase, but the return shipping cost is on us.
Items must be unused, in NEW condition and still have their tags attached. All SALE items are a FINAL SALE and are not eligible for refund or exchange. All sales on Climbing Gear are final.
How do I get started on my Return?
First, email us at email@example.com to submit a Return Request. Once your Return Request has been submitted you will receive an email with your return shipping label and all return shipping instructions. Or if you live close by, simply drop in to one of our stores and bring your original receipt, along with the goods you wish to return with tags attached.
How long will it take before I get my refund?
We will process your refund within 2 business days of the time we receive your returned order. The funds can take 3-5 days to settle back onto your card, if you haven’t seen it on your statement after a week, please feel free to contact us!
Can I Exchange my item?
Certainly! Simply follow the item return procedure above, and immediately place an order for the correct size, and or colour, online to avoid delays. Once we receive the incorrect item back, we will credit the account on your method of payment. Sale items are a Final Sale and are not eligible for exchange.
*Returns – USA
True Outdoors is unable to offer free return shipping for our American customers. To return, goods must be shipped prepaid, by insured ground shipping through the US Postal Service. Please ensure that you include the original customs declaration paperwork that arrived with your order, and write "Return of Canadian Goods" on your parcel. Then, take it to the post office and ship it to:
749B Notre Dame Dr., Kamloops BC, V2C 5N8, Canada.
Any applicable refund will be processed when your package arrives at our warehouse in refundable condition (NEW condition with tags attached).
Sale items are a Final Sale and are not eligible for return.
How can I check the balance of my gift card?
If you would like to make a gift card balance request, please contact our Customer Service, either by phone or our online contact form, provide your gift card number and 3 digit CVC (if applicable) and we'll get back to you with your card's available balance.
Can I use a gift card to pay for my online purchase?
At this time gift cards are unavailable for use on our online store. However, orders can be taken over the phone, paid for by a combination of gift card and credit card (or gift card alone) and shipped as per a usual online order. Simply call (250) 377-0157 and we'll be happy to help you.
I have store credit, can I use it online?
Unfortunately store credit is not available as a method of payment on our online store. However, if you are unable to shop at either our Kamloops or Penticton locations, feel free to browse what we have available online, and make a call to our Kamloops location at (250) 377-0157, and we can take your order over the phone. If your store credit doesn't cover the entire cost of your order, a credit card must be used for the remaining balance. Our Free Shipping Over $50 promo (for most items) still applies for these orders.