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 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 Canada Post Tracked Parcel and for the rest of the world is usually either Canada Post or DHL Express, but we do use FedEx, Canpar and Purolator too.
Q: Do you have everything in stock?
A: Unless that item says 'Sold Out' across it, 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 7-21 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: Absolutely! Just drop us an email with your request to [email protected] and we'll come back to you with availability and pricing.
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! Just as for NcStar/VISM items, please drop us an email with your request to [email protected] and we'll come back to you with availability and pricing.
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.
Q: Can I come and visit your store to see what you have?
A: Sorry, no - we are an online only store... but that's good for you as our lower overheads mean better pricing! That said, we do offer order collection from our warehouse in Cochrane... if you're in Alberta, you'll see this option during checkout. If you live out of province and you'd like this option (maybe because you're visiting relatives or on vacation), please email us at [email protected]
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.
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?
A: 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$1.69 to 1 British Pound (December 2018) - so, for example, spend C$150 and with shipping of C$40, you should pay the equivalent of around just 113 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 20% 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 EMT through our website.
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 fastest and clearest 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 placed an order and I had an SMS message confirming it but then I haven't heard anything else?
A: Our ordering system allows us to take customer orders using just a telephone number - we do send a confirmation text but our shipping software needs an email address to send tracking information, so if you want to see tracking info we need an email address please.