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Frequently Asked Questions

  • Ordering & Payment
  • Shipping & Return
  • Products
  • General

Ordering & Payment

I want to place an order, but I’m having some difficulties with the website, can anyone help me?

We are here from Monday to Friday, between 9:00am and 5:00pm (Mountain Standard Time). During the weekend, we are available via email. Call us toll free at 1-866-956-6663 ext.25, or email info@monodsports.com.  

How secure is ordering from monodsports.com?

We don't want to bore you by explaining what SSL is. Just want to tell you that we follow best practices in the internet security. Rest assured.

What methods of payment do you accept? And do you charge upon ordering?

We take payment at checkout. Whether using Visa, MasterCard, PayPal and or a Monod Sports gift card(s). We'd suggest PayPal checkout for speeding up the ordering process. Especially when shipping to a different address. We do not accept Amex cards, but if that's the only card you have you can still use it when linked to a PayPal account. Let's not forget Monods reward points you've earned, you can apply them at checkout.

How do I know my order has been received, processed, and shipped?

You will be notified every time your order status changes. Once an order has been placed and the payment has gone through ok, an order confirmation email with the order number will be sent to the email address given to us during your checkout. IMPORTANT: we won't process any unverified order and payment details until we are done with our verification process (1-2 business days). These procedures are in place to protect you, the card holder and us from fraudulent activities. As soon as your package has left our store, you will receive another email with your tracking number. You can track your package to find out exactly when your order will arrive. You can also check your order status by logging into your account on our website or simply using our guest orders and returns form on Orders and Returns.

I live close to Monod's on Banff Ave. Can I still order online and get it delivered to my place? 

Hmm.. That's a tough one. If your shipping address starts with postal code, T1L, we would love it if you could just swing by and pick up your order from the store. It will be nicely packaged and waiting for you in our holding area for In-Store Pickup. We will contact you when it is ready.

Can I cancel my order? 

Yes, you can as long as your order has not been 'Shipped'. Please, email weborders@monodsports.com as soon as you can. Once your order is processed and shipped, you would need to cancel it through product return. 

  


Shipping & Returns

How do I find out where my order is? (Tracking)

For all of you Canadian and US customers, you will receive an order number once your order has been placed, and tracking number once your order has been shipped. These will be sent to you by email. If you don't have an email address, let us know and we'll find another way to update you on your package's whereabouts! Don't have access to the confirmation email? Go to our website and log into your account. If you are still having problems, call us toll free at 1-866-956-6663 ext.25, or email info@monodsports.com.  

Who do you offer free shipping with?

To all Canadian addresses, via Canada Post or Fedex. There is no cost for the shipping (unless stated as oversized or some remote areas). For US addresses - USPS for a fee. For more info visit our Shipping Info Page ».

How long will it take?

It varies depending on your choice of the delivery services and the region it ships to. For orders sent within Canada here are our shipping estimates, US order delivery estimates are here. If you’re ordering and live in the US please add a minimum of 2 days for customs processing. At busy times of the year it can take up to 4 days to enter and be cleared by customs. All of the estimates for Canadian orders are quoted in business days so, for statutory holidays know that nothing is processed or shipped. Not by us, or by Canada Post on these days.

Do you ship internationally to places like the UK, China, or Mexico?

Well, we would like to, but we are currenlty shipping to the US and Canadian addresses only. 

How do I return my order or exchange with something else?

Have a look at our return guarantee page to see how to do so.

When can I expect refund?

We can only process the refund when we know for sure the product has been returned in the original condition in which it was shipped to you. That is, as soon as we receive the item back at our shipping department and go through our inspection.

Can I buy online and return it in store?

Yes, of course. Ideally, we would appreciate you requesting for a return or exchange online first. However! There has to be a way to do it on spot if you decided to bring it to the store on your way to the Keg for dinner of course. We just kindly ask you to bring your invoice/receipt sent to you or show your email receipt to our staff so we could process it in our online order and return system. A manager will be called upon from the web department during our office hours and process it through the online order system and print out a recept for you right away. If you come by after 5PM Monday - Friday, or the weekend, you can just leave the product with your original invoice with our staff, or they will fill out a short form with your order details from your phone. Rest assured, your refund will be processed the next day (by Monday if dropped of during the weekend), and a receipt will be emailed to you. This way, we can credit your points or replace the discount coupon used to place the original order when refund is processed. For exchangeour friendly staff in store will process the exchange for you on spot. No need to wait. 

 


Products

Can I request for a warranty repair with you guys?

You certainly can! However, warranties are very specific to the manufacturer or the supplier. All the items we send back to the manufacturer or the supplier, are for waranty inspection only. It does not guarantee they will repair, replace, or credit the item. Not enough? Check our Warranties page » for details.

What currency are the items sold?

All of our products are priced in Canadian Dollars (CAD) and subject to applicable taxes, except for US orders.

Any way I can save a buck or two?

1. Join our deals email to receive discount coupons, advanced access to sale prices, and private sale pages of limited time offers  2. Create a Monods account and get access to our daily 24 hour deals 3. Monod Reward Points is the best way to earn points every time you order, leave a product review, or even when you become a member. Here is how it works: Monod Loyalty Program page »  

Will items that are on sale on the website, be on sale in the retail store?

Not always, however if it’s on sale online, we can match that sale price in store. Coupons, private sales and 24hour promotions are non transferrable to the retail store. 

I have some questions about a product on your website, who can I ask?

Absolutely! One of the perks you get from shopping with Monods is being able to talk to product experts directly. They are just a phone call away. 1-866-956-6663.   

Can you special order me an item that isn't or no longer online?

We can special order almost anything*, so long as it's from one of the brands we sell. We’ll need you to know the size, style, color/ color code so we get you the right one. *We do not special order casual footwear, only technical or climbing boots. Special orders can take a minimum of 3 weeks to process and deal with, excluding ordering and shipping. To enquire further email us by clicking here.

Can I use my Monod Sports gift card online as well as at the retail store?

We have made it possible so our gift cards can be used on both in-store and online purchases!

 


General

Do you price match?

Yes! In fact, we guarantee it. We don’t want you to miss out on the best price. If you find an item advertised or selling for less than what you have paid here within 15 days of today, we will refund you the difference.  Simply email us at bestprice@monodsports.com with your order # and where you saw the item advertised for less, even better a copy of the advertisement. Click here for more details about our price guarantee.

If I create an account on the website will you send me a bunch of emails?

Absolutely not. Having an account doesn't mean you are subscribed to our emailing list. You are more than welcome to though as our emails bring you discount coupons, pre-access to our sale prices, and some private sale pages for flash deals. 

Why should I subscribe to emails from Monod Sports?

You don't have to! There are a few things you would be missing out on if you don't receive these emails. We send out discount coupons, private sale alerts, as well as brand sale alerts. Our private sales are for Monod Members only, with new products not on our sales floor yet! In addition to these alerts we run contests, which as a member, you get automatic entry into. The prizes vary from $250-$1000 in value, rotating monthly/ seasonally! 

What is Monods Loyalty Program anyway?

It is our online customers who can't come to our retail store location and get our VIP discounts. We have created a program that runs on points that reward you. You can earn points by referring friends, purchasing online or leaving product reviews. Your reward points can be redeemed during check-out to further your discounts. Being able to check your reward point balance at anytime through your account. Sometimes, you may receive bonus points just for being you, a Monods customer. Click here for details.   

Why should I buy my gear and outdoor clothing from Monod's?

Fast delivery, great savings and the largest selection of premium outdoor gear in Canada. This is what you expect by shopping at Monod Sports. The company has grown, providing exceptional customer service, since 1949. Powered by people who live the outdoors lifestyle, doing what it takes to make you happy.