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 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 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: Can I come and visit your store to see what you have?
A: Not as such - 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 and we always try to be accommodating if there are items you'd like to check out when you come to collect your order. If you're in Alberta, you'll see the 'Warehouse Collection' shipping option during checkout and then we'll email you with the warehouse address and timings for collection. 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: 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 15% of our orders to PO Boxes across Canada. We also have no issue with shipping to Canada Post 'FlexDelivery' PO Boxes.
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.