Customer Service

Backcountry Warehouse offers a collection of high quality products made for life in Canada. We select our suppliers and shipping methods carefully to ensure warehouse-direct, low prices.

We work hard to ensure that you receive your order quickly and as described.

If your order is not as described or if it was damaged in transit, we’re happy to arrange a return and to replace the product or provide full credit. If you receive the product as expected but change your mind, we’re happy to arrange a return and provide a full credit. 

Payments

We accept all major credit as well as Visa and Mastercard branded debit cards through both PayPal and Stripe. We also accept payment from your PayPal account.

Returns

If you receive a product that is damaged, defective, or not working simply contact us to arrange a return and we will replace it at no charge.

If you receive a product that it is in working condition and as described but that does not meet your expectations, simply contact us to arrange a return and we will provide full Backcountry Warehouse account credit.

Return shipping is the responsibility of the customer. PayPal now offers free returns for those who use PayPal to checkout. Learn more.

Shipping

Our carefully curated collection of products come from all over the world. That can make shipping complicated, so we do all the work, build it into the price and save you the hassle.

The cost of shipping is just another cost of doing business, so for you it’s always free shipping with no minimum purchase.

Once your order has been processed and shipped we will provide tracking information.

Most products are delivered by Canada Post and can be tracked using their website.

All other shipments will include additional information about tracking.

Here are the quick facts on the impacts and how we’re dealing with them:

  1. So far, this disruption has only extended our order processing time slightly.
  2. All shipments have been processed within our normal order processing window.
  3. We will continue to accept and process orders.
  4. When possible, we will use a different shipping partner.
  5. In some cases, we may contact you to ask if you’d like to pay an additional shipping fee.
  6. We will do our best to offset any unexpected shipping fees with discounts or shop credit.
  7. The federal government has provided notice that they are prepared to bring forward back-to-work legislation.
  8. Once passed, the rotating strikes will end and normal service will resume.

For additional information about the strikes visit Canada Post or CUPW websites.

Sometimes when you order multiple products they ship from different warehouses. If this is the case, you should have received separate tracking information for each shipment. If not, please get in touch and we can get that information for you.

We offer free, quick, and affordable shipping. Some products have extended shipping times, this information is noted on the product page. We will provide tracking information once your order has shipped.

Unless otherwise noted on the product page, the following shipping information applies:

  1. Allow 5 – 7 business days for processing. We do our best to process all orders within 3 business days.
  2. Once shipped, you can expect your order in 2 to 4 weeks.

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