Q. Why can't I use my gift card to pay for an order?
A. The ability to pay for your order with a gift card is coming soon!
Q. Why is my account login information no longer working?
A. We have moved to a new website platform to better serve our customers. Please register a new account to save your billing address and multiple shipping addresses.
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.
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 / L’Equipeur store or mail your product back to us for refund. For full details of our return policy, please visit Return Policy.
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.
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 / L’Equipeur store or mail your product back to us for refund. For full details of our return policy, please visit Return Policy.
Q. What is your method of shipping?
A. To ensure your order is delivered safely and directly to you we ship with Canada Post & Purolator. The shipping carrier is automatically determined by Mark’s/L’Equipeur depending on your order particulars. For this reason, you will be unable to choose between the two carriers at checkout. If your parcel won’t fit in your mailbox, and there is no one at home to receive the parcel, Canada Post will leave a notice card with details on how to collect your order at your local post office. Purolator requires a signature upon delivery; If they are unable to obtain one, they will leave a notice card with instructions of how to pick-up your package at your local Purolator depot.
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.)
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.
Q. What time are your sale prices in effect?
A. Our sale prices typically start at 8:00am EST on the first day of the promotion, and end at 11:59pm EST on the last day of the promotion however these times may vary.