Frequently Asked Questions
Q: How is my internet order processed?
A: Internet orders are processed instantly. Your credit card will be debited for
the amount you see on screen at the time of purchase. If you are using a US
credit card your credit card will be debited in CAN dollars and will then be
converted by your credit card company into US dollars based on the current
Q: What credit cards do you accept?
A: We accept: Visa, Mastercard, American Express, Visa Debit, Discover, Prepaid Visa Cards and Paypal.
Q: Is my order summary in Canadian or American dollars?
A: All Order Summaries are printed in Canadian dollars. If you are using an
American credit card, your credit card company will convert the price to
American dollars using the current exchange rate.
Q: Can I get a COD sent to the United States?
A: Unfortunately we are unable to send any COD to the United States. All
American orders require a Credit Card.
Q: If I send a cheque when will my order go out?
A: For personal cheques we are required to hold off on sending your order for 10
business days. This is a precaution that we take to ensure the cheque will
Q: If I send a Money Order when will my order go out?
A: Money Orders will be dealt with as if they are cash. As soon as we receive
the order the order will be processed and shipped as soon as everything is ready
to go out. If for some reason the Money Order is short a COD will be affixed to
the package for the difference in amount.
Q: How long will it take to receive my order?
A: All orders are subject to stock availability. If you look on the item page
you are ordering it will tell you the time it usually ships in.
Q: Can I pay COD for my online order?
A: NO. To place a COD order you must call one of our customer service reps. Our
order desk is open 24 hours a day 7 days a week at 1-888-377-6259.
Q: If I call in do I get the online price?
A: You can receive the deal prices you see online if you call in. You will be
charged a $5 processing fee for placing the order over the phone. If you do not
wish to be charged the fee you must place the order online and pre-pay with a
Q: Do you do embroidery?
A: NO, we do not.
Q: If I am buying a Men's shoe for a Women, what size should I order?
A: If you are buying a Men's shoe for a women you need to add between 1 1/2 to 2
sizes. If you are a women buying a Men's shoe you need to subtract between 1 1/2
and 2. For example a Mens shoe 7 is approx. 8.5/9 Women’s.
Q: Do you have a store I can come in and look at the products?
A: No we are an online and catalogue based company.
Q: How is my order going to be shipped?
A: We use Canada Post to ship packages within Canada and the Unites States
Postal Service to ship orders within the USA.
Q: How do I know if my order was shipped?
A: You will receive an email with a tracking number as soon as the order has
been shipped. If you have not received it, and have not heard from us within 3 -
4 days of making the order please call in to make sure everything went through
Q: Can you ship internationally?
A: NO. We can only ship to areas in Continental North America.
Q: Can I ship my order to a different address?
A: YES. You can ship to any area in the Continental North America.
Q:Do you offer express shipping?
A:No, all of our orders are expedited which is the fastest method of delivery
offered through Canada Post.
Returns / Exchanges
Q: What is your return policy?
A: Returns and exchanges are accepted within the first 15 days after you receive
your order. We will credit your original form of payment. All merchandise must
be returned in original condition with tags intact. We do not accept returns of
worn or laundered merchandise nor can we credit shipping and handling charges.
You must pay the shipping charges to return the garment to us. If it is an
exchange, we will then pay the shipping charges of the items being sent back to
you. In the event of defective goods or a shipping error, we will compensate
return shipping charges for orders shipped with regular postal service.
Q: How do I return/exchange an order?
A: On the back of the Order Summary there is "Return Order Form". Just fill this
out and send the item you wish to return with the Return Order Form back to us.
All orders being returned to us from within Canada should use Canada Post. All
American orders being returned to us should use United Postal Service and are
required to affix the "Return to Canadian Originator" sticker to the front of
the package. All refunds/exchanges will be shipped back to you with no extra
shipping charges. If the item you are exchanging for is worth more you will be
required to pay the difference between the two items, and if the item you are
exchanging is less we will credit the difference back to you.
Q: Where do I ship my return?
A: Rocky Mountain Trading Co.
2774 Rupert Street
Q: Can I come to your location to do a return?
A:We only accept returns at our physical location by appointment. You must call
in and schedule a drop-off time with one of our Customer Service
Q: How do I get a refund for a product?
A: Your refund will be issued in the same method that was used to pay for the
order. For example if the order was paid for by COD, a cheque will be sent to
the address on you Order Summary. If a Credit Card was charged for the order the
same Credit Card will be refunded. No refunds will be given for products that
have been damaged or have not been returned to us. Shipping charges will not be
refunded, except in the case of damaged products or incorrect items being
Q: What if I didn't receive my full order? What do I do?
A: As soon as you receive your order and realize something is missing you should
call the toll free number (1-888-377-6259) and speak to a customer service
representative to resolve the issue.