Update: Tuesday 4 January 2022
looking at just 1/2 business days for picking, packing and shipping
are following federal and provincial guidelines relating to
safe working practices, with access to the store
for pickups (Mon-Fri 9.30-3.30).
Please use email to contact us and allow us time to reply. Please don't phone as we're just not able to get to voice messages as quickly as we would like.Thank you for your support.
Q: You have some great stuff at great prices - how long is it going to take for me to receive my order after I place it?
A: Thanks for noticing - we do have great stuff at great prices! We usually dispatch within 2 working days of receiving your order using Canpar, Purolator or Canada Post Expedited service within Canada - actual delivery depends on your address - but we will email you with tracking details once your order has left us. For international orders we will dispatch using the fastest method appropriate for the size and weight of parcel, which for the US is generally UPS or Canada Post Tracked Parcel and for the rest of the world is usually either Canada Post or UPS, but we do use Canpar and Purolator too.
Q: Do you have everything in stock?
A: Unless an item says 'Put me on the Waiting List' when you select the listing, we physically have it in stock in Alberta! We try to keep at least some inventory of everything we sell, but we do sell out of items... we re-order pretty regularly (every 7-30 days, depending on the manufacturer) so we should never be out of stock for long, unless the manufacturer is also out of stock, in which case it could take longer(!). If you are interested in an out of stock item please send us an email and we'll give you an idea on timings and maybe arrange a pre-order - we try to be as accommodating as we can.
Q: I have had a look at the NcStar/VISM website and there are items on there that I would love to buy from you (as long as the pricing is as good as everything else) but they're not on your website - can you get hold of them for me?
A: Usually, yes, but they're in California and have not exported since the start of Covid - this is why we're taking these brands' products off our website as they sell out because we just don't know when we'll be able to re-stock. This includes ballistic panels/plates, sadly.
Q: I have had a look at the Condor Outdoor website and there are items on there that I would love to buy from you (as long as the pricing is as good as everything else) but they're not on your website - can you get hold of them for me?
A: Absolutely! We're expanding our breadth of Condor products stocked all the time and get regular shipments from them so please drop us an email with your request to [email protected] and we'll come back to you with availability and pricing. Please bear in mind that they, like all US manufacturers, are struggling to keep up with demand and are either out of stock for many products or they get a batch in and then sell out almost immediately. We are doing our best to keep stock and are placing orders directly with Condor roughly every two weeks.
Q: I was disappointed that you don't seem to carry any XYZ2000's (insert whatever you might be looking for and feel that we should be selling) - would you consider stocking some?
A: Maybe! Please let us know if you think there are opportunities that we may be missing out on (and that you would like to buy from us) - we can't guarantee that we will start carrying your suggested items, but we will guarantee to take a look at it and come back to you. Some of our best product ideas have come from our customers!
Q: Can I place an order online and then collect from your Cochrane location?
A: Yes! When you get to online checkout, the 'shipping' option 'Collect from Warehouse in Cochrane - No Charge' displays if you're in Alberta. If you select that option, we'll email you when your order is ready and supply our physical address. Currently, pickup times are 9.30 to 3.30 weekdays.
Q: Can I come and visit your store to see what you have?
A: Sort of... if you're collecting an order you're welcome to have a look at / purchase additional items (as long as we can in these Covid times). The shipping option 'Collect
from Warehouse in Cochrane - No Charge' displays if you're in Alberta. If you're outside of Alberta but are visiting our province, please contact us and we'll refund your shipping charges and give you the information you need to collect.
Q: Do you offer military, law enforcement or EMS discounts?
A: Good question and definitely! We already have some discounts set up, such as for Calgary Police Service, RCMP, serving military, etc - drop us a line at [email protected]
Q: If I was to order in bulk for my department, can we get a deal?
A: Let's talk! First off, please send us an email with an idea of what you are looking for and in what quantities...
Q: What does CVV mean at the payment screen?
A: This is the 3 digit security code that is on the right side of the signature strip on the back of your Visa or MasterCard. If you are using American Express it is 4 digits on the right side just above your long card number. This code is used as an extra level of security for your transaction.
Q: I was going to buy something using the PayPal option, but I was taken from your website to PayPal's (when I clicked on the 'Checkout with PayPal' button) and it looked like I'm not going to be charged delivery or tax - is that payment option not working?
A: It does work - it just looks like it might not at first sight! When you click on the 'Checkout with PayPal' button you are taken to the PayPal website where you log in to your PayPal account and effectively link to Colonel Mustard for this transaction. You are then taken back to complete the Colonel Mustard checkout process and have the ability to add delivery details, amend the order, add discount codes, etc., with the total payment coming from your PayPal account. If you don't complete the checkout once you're returned to our site from PayPal we won't receive your order!
Q: Ok, I just placed my order, what happens now?
A: There will be a confirmation email in your inbox summarising your order. Within 2 working days there will be another confirming your shipment and giving you your tracking number. When your items arrive, please check them over and start using them! If there are any issues, please contact us at [email protected]
Q: I'm interested in placing an order but I'm in Britain, what is it really going to cost me to buy some of your great stuff?
For delivery purposes, you are classed as 'rest of the world', so spend C$100 or more and shipping will be C$39.95. If you spend less than C$100, shipping will be C$49.95. That's it, no tax as that is down to you to manage - in our experience there has been no duty or VAT levied on delivery (but obviously, if you are charged that will need to be paid by you). Please bear in mind that some larger and/or heavier items may need to go the land/sea/land route and so that will take 6 weeks (yes, really) - or we may need to ask for a top-up on the shipping to get it to you via tracked airmail. Current exchange rate is C$1.73 to 1 British Pound (January 2021) - so, for example, spend C$150 and with shipping of C$39.95, you should pay the equivalent of around just 110 British pounds to have C$150-worth of Colonel Mustard items delivered to your door...
Q: Do you deliver to PO Boxes?
A: Absolutely... we probably ship 15% of our orders to PO Boxes across Canada. We also have no issue with shipping to Canada Post 'FlexDelivery' PO Boxes.
Q: Which payment methods do you accept?
A: We accept Visa Debit, Visa Credit, MasterCard Debit, MasterCard Credit, American Express, PayPal and Interac e-transfers (EMT) through our website. We're set up for auto-deposit on e-transfers so that's a really simple option as no passwords are required.
Q: I've placed an order but I'd really like to add some more items now that I've had time to look around the site - can I do that?
A: You can always add to existing orders by placing a second order (or third, or more) by entering Addon into the discount code box during checkout - this cancels any further shipping charges and then we combine the orders for shipping. Any other adjustments like discounts or reduced shipping (because the pre-tax combined order total goes over $100 or $200) we apply manually.
Q: I've placed an order but I've realised that I've ordered the wrong size or colour for an item - can I amend it?
A: Sure - please email us with the changes (email is the ONLY way to effect any order changes). Please bear in mind that we try to ship as quickly as possible, so let us know straight away.
Q: I've left a voice message but no-one has come back to me?
A: Currently (September 2021) we're so busy that we are missing calls and sometimes not able to get to messages at all. Please use email or our contact form during these challenging times.