Frequently Asked Questions

Ordering

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 exchange rates.

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 clear.

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 Credit Card.

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.


Shipping

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 correctly.

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
Vancouver, B.C.
V5M 3T7

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 Representatives.

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 shipped.

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.