FAQs

Placing an order
Shipping Information
Order Tracking
Payment Options
Returns
Promotional Codes
Product Information
Coronavirus (COVID-19)

How will I know that my order was successfully placed?
Once you place your order we will send you an order confirmation email. When your order has shipped we will send you a dispatch email to confirm that your package has left our warehouse.
I have not received my order confirmation email?
If you have not received your order confirmation email, please Contact Us.
How will I know when my package has been shipped?
Once your package has left our distribution center, we will send you a dispatch email.

The email will contain the tracking information of your package. Details of how to track your package can be found in our Order Tracking section of the FAQs.
Where do you ship from?
All orders are fulfilled by Mountain Warehouse and shipped from Canada.
Do I need to create an account before placing an order?
You can choose to create an account before placing an order. Alternatively you can choose to check out as a guest.
What are the benefits of creating an account?
Creating an account is easy and you'll receive great benefits such as

Tracking orders easily
Reviewing previous orders
Fast Check Out - you can save addresses and card details for quick and easy checkout

If you sign up to our newsletter, you will also receive updates on the latest arrivals and have access to online exclusive promotions and offers.
Are the products in my basket automatically reserved?
Adding a product to your shopping basket does not reserve it or guarantee its availability. Due to popular demand, some products may go out of stock before you confirm your purchase despite being available when you added them to your shopping basket.
When will I be charged?
You will be charged when your order has been shipped. You will only be charged for the items that are shipped.

Every credit card and debit card is initially authorized (not charged) when an order is placed with Mountain Warehouse. This is to ensure the funds for the order are available. Your credit card or debit card is only charged once the order has left our distribution center.
Can I change an order after it has been placed?
Unfortunately we are unable to delete or add items to your order once it is confirmed. You may be able to cancel the order if it has not been shipped. Please Contact Us and we will be more than happy to look into your query.
Can I place an order over the telephone?
Unfortunately we are unable to take orders over the telephone.
Can I pay by Gift Card?
Yes, you can use a gift card to pay for your order. You will b prompted at the Checkout to enter your Gift Card number and the Unique Pin. Please note our gift cards can only be redeemed in participating Mountain Warehouse stores and online at Mountainwarehouse.com as part or full payment for goods. Gift cards cannot be used for purchases outside the country in which they were issued. Lost, stolen or damaged cards will not be replaced. Gift cards cannot be exchanged for cash. No change or cash refund will be given.
What happened to Members Rewards?
Members Rewards has closed - After listening to feedback from customers we have decided to close our Members Rewards program in the US and focus instead on delivering great value for money for all customers online or in-store without the need to become a Member.
Your current Members Reward offer/VIP shipping is still valid for use in-store and online until 31 March 2020 however, future transactions will no longer count towards achieving or maintaining Members Rewards VIP status.