Help Centre
Orders & Account Help
Whether you’re shopping online or picking up in store, we aim to keep ordering simple and straightforward. Once an order is placed, it’s immediately sent to our team for processing, so changes or cancellations aren’t always possible — especially during busy periods. If something looks off, reach out as soon as you can and we’ll do our best to help.
You’ll receive an order confirmation email shortly after checkout, followed by a shipping or pickup notification once your order is ready. All online orders are packed and fulfilled directly from our Banff store by our in-house staff.
Order FAQ's
Possibly — but not guaranteed. Orders are sent to our fulfillment team right away, so if you need to make a change, contact us as soon as possible. Once an order has been processed or shipped, we’re unable to modify or cancel it.
First, check your spam or junk folder. If it’s not there, reach out to us and we’ll confirm your order status.
Online ordering is preferred, but if you’re having trouble checking out, give us a call and our team will help however we can.
No — items in your cart are not reserved until checkout is completed.
Inventory is live, but on rare occasions items may oversell. If that happens, we’ll contact you right away with options for a replacement or refund.
We accept major credit cards and PayPal online. Available payment options will appear at checkout.
Shipping Information
All orders ship directly from our Banff store and are packed by our in-house team. We offer free standard shipping on Canadian orders over $99 (before tax), with flat-rate options for Express delivery and oversized items. Orders typically process within 1–2 business days before shipping, and delivery timelines vary by region. During sales, holidays, and peak periods, processing and transit times may be longer.
Once tracking is issued, your order is officially with the carrier. From that point forward, delivery timelines and investigations are handled by them, and returns or refunds can’t be processed until a package is successfully delivered or declared lost.
Prefer to skip shipping? In-store pickup is always free and available for all items on our website. Some products are pickup-only due to carrier restrictions, and oversized items are subject to additional fees.
Skis require extra processing time and cannot ship Express.
We currently ship within Canada only.
Shipping FAQ's
We currently ship within Canada only. All orders ship from our store in Banff, Alberta. We do not ship internationally or to the United States at this time.
Yes — standard shipping is free on Canadian orders over $99 (before tax). Orders under $99 are subject to regional flat-rate shipping fees. Oversized items are always charged an additional oversize fee.
Orders usually take 1–2 business days to process before shipping.
Estimated delivery times:
Standard Shipping
- AB & BC: 2–4 business days
- SK & MB: 3–5 business days
- All other provinces & territories: 4–12 business days
Express Shipping
- AB & BC: 1–3 business days
- SK & MB: 2–4 business days
- All other provinces & territories: 3–7 business days
Shipping times are estimates only and may take longer during sales, holidays, or for rural and remote addresses.
Shipping rates are flat and based on destination and shipping method. All rates are shown at checkout.
Standard Shipping (orders under $99):
- BC, AB, SK & MB — $13.99
- ON, QC, NS, NB, PE & NL — $19.99
- NU, YT & NT — $24.99
Standard Shipping (Canada-wide):
FREE on orders $99+
Express Shipping:
- BC, AB, SK & MB — $24
- ON, QC, NS, NB, PE & NL — $34
- NU, YT & NT — $59
Oversize Items:
A flat $21 oversize fee is automatically added at checkout for qualifying items. This fee is in addition to your selected shipping method.
Provincial and federal taxes are applied during checkout.
Some larger items require special handling and are subject to a $21 oversize fee, added automatically at checkout. This includes items like poles, large backpacks, ski bags, tents, sleeping bags, soft coolers, and large stoves.
Oversize fees are in addition to your selected shipping method.
There is no oversize fee for in-store pickup.
Yes — skis can be shipped within Canada and include a flat oversize fee of $35. Express shipping is not available.
If you purchase skis with bindings, they can be mounted before shipping once you complete our mounting form.
Yes. Some products are pickup-only due to carrier restrictions or shipping costs, including:
- Bear spray / bangers
- Fuel
- Hard coolers
- Chairs
If any of these items are in your cart, shipping won’t be available at checkout.
Yes — in-store pickup is always free.
Select Pickup in Store at checkout and you’ll be notified when your order is ready. Orders placed before 9am are usually ready in the afternoon. Pickup is located at 129 Banff Ave, Banff.
Banff delivery addresses are automatically switched to in-store pickup.
Yes. Orders ship without signature by default, but you can request one at no charge by adding a note during checkout.
Returns, Made Simple
Most online purchases shipped within Canada are eligible for return within 15 days of delivery. You can bring items back to our Banff store, or request a return shipping label for a small fee. We don’t offer direct exchanges for different sizes or colours — simply return your item and place a new order.
To qualify, items must be unused, unworn, and returned with original tags and packaging. Some categories are excluded for safety or hygiene reasons, and items discounted 30% or more are final sale. Skis purchased online can only be returned in-store, and skis with bindings mounted are final sale.
Refunds are issued once your return arrives back at our store and is inspected. Shipping fees are non-refundable, and mailed returns include a $9.99 return shipping fee. For warranty-related issues, please use our warranty process instead of submitting a return.
Return FAQ's
You have 15 days from delivery to return eligible online purchases.
Holiday exception: items purchased between November 1 and December 24 can be returned until January 10 (all other conditions still apply).
Returned items must be: Unused and unwor, in original packaging and with all original tags attached.
Items that don’t meet these conditions may be refused.
You can either:
- Bring your item into our Banff store, or
- Request a return shipping label (a $9.99 return shipping fee applies)
Items purchased in-store are not eligible for return shipping labels.
U.S. orders must be shipped back at the customer’s expense.
No — we don’t process exchanges for different sizes or colours. Please return your item and place a new order.
Yes. The following are final sale or non-returnable:
- Any item discounted 30% or more
- Items marked Final Sale
- Socks, underwear, swimwear, face masks, sanitary devices, and bike chamois
- All binding sales
- Avalanche transceivers and airbags
- Skis with bindings mounted
- Special orders, bulk orders, and reseller purchases
Refunds are processed once your item arrives back in-store and passes inspection. Returns by mail include a $9.99 return shipping fee, deducted from your refund. In-store returns do not incur this fee. Refunds are issued to the original payment method.
No — original shipping fees are non-refundable.
Warranty Support
Most of our products are backed by the manufacturer’s warranty. If something goes wrong, we’ll help guide you through the process and advocate on your behalf. In some cases, it can be quicker to submit a warranty directly with the brand — but we’re always here if you’d prefer our support.
Warranty claims submitted through Monod Sports require proof of purchase before we can proceed with the manufacturer. Coverage and approval are ultimately determined by the brand, so we recommend reviewing their warranty policy before submitting a claim.
Depending on the product, season, and parts availability, warranty and repair timelines vary. Most claims take approximately 4–6 weeks once submitted. Some warranties require the product to be returned to Monod Sports or sent directly to the manufacturer, and all items must be cleaned before shipping.
If you need help locating your proof of purchase, give us a call at 403-762-4571 and we’ll help track it down.
Warranty FAQ's
Warranty coverage is determined by the manufacturer of each product. Most brands cover defects in materials or workmanship, but policies vary — we recommend reviewing the brand’s warranty terms before submitting a claim.
Yes. All warranty claims submitted through Monod Sports require proof of purchase before we can proceed. If you need help locating yours, contact us at 403-762-4571.
Yes — and in some cases this may be faster. If you’d rather have us help manage the process, we’re happy to assist and advocate on your behalf.
Sometimes. Certain warranties require the defective item to be returned to Monod Sports or sent directly to the manufacturer. All products must be cleaned before shipping.
Turnaround times vary depending on the product, season, and parts availability. Most warranty claims take approximately 4–6 weeks, depending on the manufacturer.
Best Price, Guaranteed
We work hard to offer competitive pricing across everything we carry — and if you happen to find the exact same item listed for less at another Canadian retailer, we’ll do our best to match it.
Price matches apply to identical, in-stock products sold and shipped in Canada. If your purchase was already completed, we’re happy to refund the difference for orders placed within the past 15 days. Just send us the details and we’ll take it from there.
To request a price match, email bestprice@monods.com with a link to the lower-priced product. Our team will verify that the item is truly identical and confirm the pricing. Please allow up to 3 business days for a response.
Many of the brands we carry operate under Minimum Advertised Price (MAP) policies, which legally prevent retailers from advertising below a set price. When brands temporarily allow MAP breaks, we follow suit — so you still get the best possible deal when those opportunities arise.
Price Match FAQ's
The item must be:
- New and unused
- The identical brand, model, year, season, colour, and size
- Sold and shipped from within Canada by a Canadian retailer
- Listed in Canadian dollars
- Available for immediate purchase (not pre-order or out of stock)
Items must not be refurbished, opened, pre-owned, damaged, or factory seconds.
No. We match the publicly advertised price only. Discount codes, membership pricing, signup offers, or bundled promotions are not eligible.
Yes — if your order was placed within the last 15 days, we’ll refund the price difference once verified.
Email bestprice@monods.com with a link to the lower-priced product. Our team will confirm the item is identical and verify pricing. Please allow up to 3 business days for review.
Yes. The product must be available for immediate purchase.
MAP stands for Minimum Advertised Price — a policy set by many brands that prevents retailers from advertising below a certain price. When brands allow temporary MAP breaks, we follow those pricing windows so you can access the best possible deals.
Get in Touch
Have a question about an online order, return, warranty, or price match? Our Web Customer Service team is here every day from 9AM–5PM.
For in-store purchases, product availability, or shop-floor questions, our Store Customer Service team is available daily from 10AM–8PM.
Store: (403)-762-4571 | Online: (403)-762-4571 ext. 25
Store Hours: 10AM–8PM daily
Address: 129 Banff Ave, Banff, AB T1L 1A4
Monods Membership
Our Membership is a free program that provides 10% off full-price clothing and footwear on qualifying products. Membership is tied to our email newsletter, meaning you must be subscribed to maintain an active membership. Once you’re signed up, your membership is automatically recognized at checkout and the discount is applied wherever eligible . No codes or additional steps required. Please make sure you are checking out with the same email you used to sign up.
The membership is open to anyone who signs up, and there is no cost to join or maintain your status. In addition to the ongoing 10% discount, members may also receive access to exclusive sale events and shop updates.
The membership discount applies only to full-price clothing and footwear. Equipment, accessories, sale items, and select brands are excluded due to vendor pricing policies.
If you unsubscribe from our email newsletter, your membership and associated perks will be removed.
Membership FAQ's
The membership is a free program that provides 10% off full-price clothing and footwear, along with access to exclusive sale events and updates.
Membership is completely free. There are no fees to join or maintain your membership.
When you’re signed up, our system automatically recognizes your membership at checkout. The 10% discount will be applied to all eligible full-price clothing and footwear in your cart. Please use the same email address you used to sign up when checking out.
If you unsubscribe from our newsletter, your membership will become inactive and member pricing will no longer apply until you subscribe again.
When you’re signed up, our system automatically recognizes your membership at checkout. The 10% discount will be applied to all eligible full-price clothing and footwear in your cart. Please use the same email address you used to sign up when checking out.
No discount codes are required.
The membership discount applies only to:
- Full-price clothing
- Full-price footwear
The discount does not apply to:
- Equipment
- Accessories
- Any items already on sale
Yes. Due to vendor pricing policies, the membership discount does not apply to the following brands:
- Arc’teryx
- Patagonia
- Blundstone
- Hestra
- Armada
These exclusions are set by the manufacturers and apply to all retailers.