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Frequently Asked Questions

  1. Why did I receive more than one order confirmation and, shipping notification?
  2. I realized that I made a mistake after placing my order - can you change it for me?
  3. I forgot to add an item to my order. Can you add it for me?
  4. Can I cancel my order?
  5. Why don't you ship to PO boxes?
  6. Can you ship by Canada Post?
  7. Do you accept Gift Cards as payment for on-line purchases?
  8. I am experiencing problems with the website.
  9. I registered my email address previously, but I can't remember my password.

 

Q. Why did I receive more than one order confirmation and, shipping notification,

A. You will receive an initial email confirmation that your order has been submitted, with the amount of your order, any shipping, promotions, applicable taxes and total amount, charged to your credit card. You will receive another email confirmation from the fast find system that your order is being processed and that your order could be split.  This means that your order has been split into more than one shipment in order to get your items to you faster! If this happens, you will receive shipment notification.

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Q. I realized that I made a mistake after placing my order - can you change it for me?

A. We regret that we are unable to change orders after they have been submitted. We have a 100% satisfaction guarantee, so if you're not satisfied with your product once you receive it, you may visit any Mark's store or mail your product back to us for refund. For full details of our return policy, please visit Return Policy.

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Q. I forgot to add an item to my order. Can you add it for me?

A. We are unable to add items to orders after they have been placed. However, you can simply place another order with your missing item.

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Q. Can I cancel my order?

A. We are unable to cancel orders after they have been submitted. We have a 100% satisfaction guarantee, so if you're not satisfied with your product once you receive it, you may visit any Mark's store or mail your product back to us for refund. For full details of our return policy, please visit Return Policy.

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Q. Why don't you ship to PO boxes?

A. Unfortunately our delivery service does not ship to PO boxes, only street addresses. If you do not have a street address, please use the following link to find the Purolator depot closest to you: http://www.purolator.com/DropOffLocator/

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Q. Can you ship by Canada Post?

A. We do not ship by Canada Post at this time. Our delivery service within Canada is Purolator, and they are able to deliver to street addresses only. If you do not have a street address, please use the following link to find the Purolator depot closest to you: http://www.purolator.com/DropOffLocator/

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Q. Do you accept Gift Cards as payment for on-line purchases?

A. Yes we do, but not all Gift Cards, only Mark's Gift Cards with the Security Code feature on the back of the card.  No other Gift Cards will be accepted for on-line purchases.   This protects you by preventing unauthorized use of your Gift Card on-line.  If you have a valid Mark's Gift Card without a security code, you can exchange it at any Mark's store for one that does.

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Q. I am experiencing problems with the website.

A. Please re-start your browser. If this does not resolve your problem, please call Customer Service at 1-800-663-6275 and be prepared with the following information: operating system (i.e. Windows 7, etc.) and browser type (Internet Explorer, Google Chrome, etc.)

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Q. I registered my email address previously, but I can't remember my password.

A. Please call web services at 1-800-663-6275 and we will reset your password for you.

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