We remain open and available to serve you online. Please note, it may take us longer than usual to fulfill orders given the impacts of COVID-19.
Canada Post may also be experiencing delays and we encourage members to track their packages online. Any COVID-19-related delays will be posted to the Canada Post Service Alerts page.
Store pickup is currently available at our Halifax, Quebec City, and Winnipeg locations. We’re working hard to add this service to more locations as they re-open.
1. How long does shipping take?
If you’re using Standard shipping (free for orders over $50), Canada Post says it will take 7–16 business days, depending how far your item has to travel. Express shipping will get your parcel home in 6-11 business days.
2. How much does shipping cost?
Standard shipping is free on orders over $50 within Canada (before taxes, and excludes gift cards and MEC memberships). If your order is less than $50, Standard shipping costs $6.50. You can also pick your items up in-store for free. Find more information about shipping.
3. Where are items shipped from?
Your items are shipped from the nearest MEC store that has stock, or from one of our two distribution centres in Surrey, BC, or Brampton, ON.
4. Where’s my order and how do I track it?
We process and ship orders in the order we receive them, usually within 24 hours. As soon as we ship your order, we’ll send you an email with a tracking number so you can follow its progress. Use the Canada Post tracking tool to track your parcel, or click the tracking number in your Order History in your MEC account.
If you’re using our free in-store pickup, your shipping confirmation email may not include a tracking number. That means your order is on its way to your local store. You’ll get an email as soon as your order is ready to be picked up.
Sometimes, low stock or problems with payment info might cause a delay. If that happens, we’ll email you. Keep an eye on your email for a day or two after you place the order for a shipping confirmation email.
5. Why hasn’t my order shipped?
A standard order may take up to one business day to be processed and shipped. If you haven’t received a shipping confirmation email after a full day has passed, check your MEC Order History for a tracking number. If it’s been more than two days and you don’t see a tracking number, use the Live Chat feature on any page on mec.ca to contact our Service Centre.
6. Why was my order cancelled?
There are a few reasons why you might see a cancelled order in your Order History. It might show as cancelled if we planned to ship it from one store, but then actually had to ship it from another location. Right above the cancelled order, you’ll see an identical order that should have a tracking number.
Your order may also be cancelled if your payment is declined, the billing address doesn’t match the one on file with your credit card company, or other authorization issues. Check your email for a follow-up message from our Order Management Team, or use the Live Chat feature on mec.ca to reach our Service Centre.
7. How can I cancel an order?
If your order is still processing, you can cancel it. Please call or use the Live Chat feature on our site.
If your order has shipped or is complete, it’s too late to cancel it, but you can easily return it at any MEC store or by mail. Learn more about returns.
8. Can someone else pick up my order in the store?
Yes. When you place the order, include the name of your designated “pickup person” and remind them to bring photo ID, so we can make sure we’re handing over your order to the right person. Note: we need a full name (cab drivers, Uber drivers or couriers cannot pickup orders).
If you want to select a different person to pick up your order after it’s been placed, contact us through the Live Chat feature on our site.
9. Will my order be delivered when I’m not at home?
We use Canada Post to deliver our orders. If you’re not at home, the mail carrier may leave you a notice card to pick it up at the nearest post office, or they may leave your parcel in a sheltered spot that can’t be seen by people passing by. Canada Post calls this a “Safe Drop” (learn more about what a Canada Post safe drop is).
10. My order says “delivered” but I don’t have it. Where is it?
Does it show as delivered today? If so, it might have been scanned as “delivered” as it was loaded onto the delivery truck. It’s on its way!
If you don’t see it by the end of the day, check your mailbox: if the mail carrier came by and you weren’t home or didn’t hear the doorbell, they would have left a note in your mailbox instructing you to pick up your parcel at the nearest post office.
Has it been two days and you don’t have your parcel yet? We recommend calling the post office nearest you to see if your package is waiting. If it’s nowhere to be found, we will take care of filing a lost parcel claim for you with Canada Post. Contact us via email@example.com, Live Chat or 1 (888) 847-0770.
11. My order tracking says “delivery notice card left” but I don’t have one. Where is my parcel?
The delivery notice card might have fallen off your door, been blown away by the wind, or be wearing an invisibility cloak. Call your nearest post office to see if your parcel is there.
If it is not there and it’s been two days since your parcel should have been delivered, contact us via firstname.lastname@example.org, Live Chat or 1 (888) 847-0770.
12. Why can’t I order this item online? What are “shipping restrictions”?
There are a few different kinds of shipping restrictions and reasons you might not be able to order an item online.
Some items, like bear spray, require you to sign a Health Canada waiver before purchasing. Some, like compressed stove fuel canisters, can’t be shipped internationally due to Canada Post rules about dangerous goods. Others, like canoes and bikes, are oversized or delicate and need special care to be shipped. And sometimes, we have very few of that item left and we want to make sure we have it before allowing orders, so no one is disappointed.
If you have your eye on an item that has a note about shipping restrictions, use the Live Chat feature on the right side of your screen or give us a call at 1 (888) 847-0770 to order. Our Service Centre staff will be able to let you know about the restrictions and any possible extra costs involved in shipping that item.
13. What payment methods do you accept?
Online, we accept Visa, MasterCard, MEC gift cards, and some debit cards. In stores, you can use Visa, MasterCard, MEC gift cards, debit and cash.
14. Can I get a discount if I buy a large number of items?
It depends what you’re buying and how many you’d like to order. Learn more about Corporate and Group sales and contact the team at 1 (800) 661-7399.
15. Can I have a copy of my receipt?
When you order items online, you’ll receive an email receipt. You can also check your MEC Order History anytime by logging in and choosing “Account” and then “Order History”. Need us to resend your receipt? Email us at email@example.com or use the Live Chat feature on the right side of your screen.
16. I’m not a member. How can I order something from my friend’s wish list?
If you’re buying a gift for your friend, you can purchase it under their membership. This way, the item will show up in their purchase history and it’ll be easier for them to make an exchange if it doesn’t fit, or make a warranty claim in the future if necessary.
You’ll need to order the item in person at a store, over Live Chat on the right side of any mec.ca page, or over the phone with our Service Centre. To order, you’ll need your friend’s member number, phone number or email address.