FAQ

Q. Why can't I look up my gift card balance?

A. The ability to check your gift card balance is coming soon! Please call 1-866-339-1626 to conveniently check your gift card balance over the phone.

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. 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/

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/

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.