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FAQ
FAQ

IMPORTANT - Online stores

In the context of the COVID-19 pandemic, we have made some changes to our services to ensure the safety of both our customers and employees.

Shipping

  • We make sure to offer you safe delivery by Canada Post services.
  • To ensure the safety of our teams, several precautions have been put in place that could cause delays in the processing of your order.
  • However, these preventive measures unfortunately create certain delays in order processing.
  • For any questions regarding order tracking, please write to info@sail.ca.
  • Our customer service department, currently working remotely, is available Monday to Friday from 9 a.m. to 5 p.m.

Returns

  • Items purchased online can be returned in store free of charge within 30 days of the shipment date.
  • For the safety of our teams, additional delays times have been set up for the processing of returns.
  • Due to these measures, reimbursement times could take a little longer than our regular service.

 


FREQUENTLY ASKED QUESTIONS

 

What are the shipping costs?

Delivery is free for all orders of $70 or more (before taxes).

Under $70, the shipping costs per order are $10 for regular fare. In all cases, a surcharge of $10 minimum for some oversized items. 

 

What are the delivery times?

Placed an order today? If the items are in stock, you will receive them within 4 to 14 business days. This includes processing time and delivery (2 to 12 days, depending on your address and the chosen service). Details here.

 

Can I return items purchased online?

Yes, you have 30 days from the date of shipment to return items and be refunded. The items must be returned in new condition, unworn (for clothing and footwear), with the original label and packaging. See conditions.

 

How do I return items purchased online?

It’s easy! You can return items at no cost in any of our stores, with the original packaging and electronic receipt or delivery slip received with your package.
You can also return items by mail, using the pre-printed return label attached to the packing slip that you will find inside your package. A base fee of $10 + taxes, as well as a surcharge for oversized items (if an oversized item has been purchased) will be deducted from your refund.
Click here to learn about the returns procedure and conditions.

 

Can I track my order?

As soon as your purchases are shipped, you will receive an email with a link to the carrier's website and a tracking number. This will allow you to track your order in real time.  

 

I forgot my password

It happens! Click on Login and then Forgot Password. You will receive an email telling you how to reset your password.

 

Can I benefit from the best price policy?

Absolutely. If you find the same product elsewhere at a lower cost, we will help you benefit from this price for your purchase. To benefit from this policy, contact us at info@sail.ca. We will match the price after billing and shipping.
To benefit from it in store, approval will be made in store site at the time of purchase.
Some conditions apply, take a minute to read them.

 

What online payment methods do you accept?

Visa, MasterCard, American Express, Discover Card and PayPal.
For firearms: Visa, MasterCard, American Express and Discover Card.
At the moment, SAIL gift cards are not valid for making purchases on our website. 

 

Where do I enter my discount code?

In your shopping cart under the heading Summary, you will see the mention Apply discount code and a box to this effect. Enter your code and click on Apply. The discount will appear below the subtotal.


Why is my discount code not working?

1. Make sure the expiry date of your code has not passed.
2. Make sure the product in your shopping cart is not excluded from the promotion or that the amount of your order matches the promotion terms.

For more information on applicable conditions, refer to where you obtained the code.
Only one discount code may apply per order.

 


DELIVERY AND SHIPPING COSTS

 

Can any product be delivered?

The majority of the products listed on our site can be delivered. On the other hand, for safety or convenience reasons, we cannot ship batteries, ammunition, aerosols, boats, safes, attractants, game salt, fuel, car roof boxes, transport trolleys, anchors, liquid products, sledges, ice fishing tents, blinds and hunting stands, large format coolers and large format hunting calls. 


What are the delivery times?

Placed an order today? If the items are in stock, you will receive them in 4 to 14 business days. This includes processing time and delivery (2 to 12 days, depending on your address and chosen service). Details here.
 

What are the shipping costs?

Delivery is free for all orders of $70 or more (before taxes). Under $70, the shipping costs per order are $10 + taxes for regular fare. In all cases, a surcharge of $10 minimum + taxes is added for some oversized items. 

What is the surcharge for oversized items?

The surcharge is minimum $10 + taxes and for certain products only. These products are clearly identified on our website and you will be reminded of the surcharge BEFORE checkout. Other additional fees may apply. Visit the Delivery page for more information.

 
Do you deliver anywhere in Canada?

Yes, almost everywhere in Canada, from East to West. Only postal codes with an Air Stage Office are not served. See the complete list here.

Do you deliver outside of Canada?

At the moment, we only ship within Canada. 

 
Do you offer priority courier service?

No, we don’t offer this service at the moment.

 
The taxes applied on the order are based on which address?

Taxes are based on the delivery address.

Here is a list of provincial taxes:

Provinces and territories Taxes
Alberta GST: 5%
British Columbia GST: 5%
Prince Edward Island HST: 15%
Manitoba GST: 5%
New Brunswick HST: 15%
Nova Scotia HST: 15%
Nunavut GST: 5%
Ontario HST: 13%
Quebec GST: 5%
QST: 9.975%
Saskatchewan GST: 5%
Newfoundland and Labrador HST: 15%
Northwest Territories GST: 5%
Yukon GST: 5%

RETURNS AND REFUNDS

 

Can I return items I purchased online?

Yes, you have 30 days from the date of shipment to return items and be refunded. Items must be returned in new condition, unworn (for clothing and footwear), with their original label and packaging.

Note that delivery charges and surcharges paid for oversized items are non-refundable. In addition, items purchased on final sale (40% discount or more) and certain product categories cannot be returned or exchanged. See the complete list of conditions.
 

How to return items purchased online?

It’s easy! You can return items at no cost in any of our stores, with the original packaging and electronic receipt or the delivery slip received with your package.
You can also return them by mail, using the pre-printed return label found on the packing slip inside your parcel. A base fee of $10 + taxes, as well as a surcharge for oversized items (if an oversized item has been purchased) will be deducted from your refund. Click here to learn more about the return procedure and conditions.

 
Do I have to pay to return an item?

In-store returns are always free of charge. For returns by mail, you will not have to pay anything at the post office if you use the pre-printed label. A base fee of $10 + taxes, as well as a surcharge for oversized items (if an oversized item has been purchased) will be deducted from your refund.

 
What should I do if I haven't received a pre-printed label for my return?

If you didn’t receive a pre-printed return label in the package, we invite you to submit a request by email to info@sail.ca. For final sales, no return label is sent.

 
When and how will I be reimbursed?

For in-store returns, if the item is returned in new condition, in its original packaging, you will be refunded immediately. For returns by mail, you will be refunded within the 7 business days following the reception of your parcel at our warehouse by the same method of payment used to make the purchase. Please note that, depending on the method of payment used for your order, the transaction may take longer to appear in your transaction records.

 
Can I return an item purchased on final sale?

No, if you received a discount of 40% or more on an item, it is "final sale". Returns, exchanges or refunds are not possible. 

 


ONLINE ACCOUNT AND ORDER TRACKING

 

Do I have to open an account to place an order?

It is not mandatory. You can finalize your purchases as a guest.

If you plan to return to sail.ca, we recommend that you open an account. It's free and it will save you having to enter all of your details at each visit.

 
Can I cancel an online order?

As long as your purchases have not been shipped, you can cancel your order at no cost by sending an email to info@sail.ca. If the package has already been shipped, we cannot cancel it. Please, follow the return procedures.

Can I track my order?

As soon as your purchases are shipped, you will receive an email with a link to the carrier's website and a tracking number. This will allow you to track your order in real-time. 

I forgot my password

It happens! Click Login and then Forgot Password. You will receive an email with instructions on how to reset your password.

I changed my address, email or phone number

Sign in to your SAIL account and click on My Information or Address Book to make the changes. It's quick and easy.

 


NEWSLETTER

 

How do I sign up?

Simply enter your email address in the Newsletter section at the bottom of the homepage of our site. A confirmation message will be sent to you immediately. Click on the link it contains and that's it: you will be subscribed!

 

Why subscribe to the newsletter?

Our newsletter keeps you informed about promotions, contests and news. It’s free and there are no obligations.

 
How do I unsubscribe from the newsletter?

Click on the Unsubscribe link at the very bottom of each newsletter, under the legal notice. Your request will be processed as soon as possible. 

 


GIFT CARDS

 

Does SAIL sell gift cards?

Yes, they are available in stores, online and at several retailers: Metro, Super C, Loblaws, IGA, IGA Extra, Brunet, Uniprix and Staples. You can choose its amount, between $10 and $500, by clicking here.

Please note that SAIL gift cards may not be used for online purchases.

How do I check the balance of a gift card?

Simply click here.

You can easily access this feature from our site's footer menu: go to the bottom of any page and click on the Gift Cards menu.
 

Can I purchase a gift card online?

Yes. This gift card will be valid for all purchases made in a SAIL store. To obtain one, click on the following link and choose the desired amount: $25, $50, $100 or $200. The gift card will be sent by mail to the address of your choice.

Please note that shipping costs are $2.95 per shipment. Under certain conditions, these fees do not apply:

  • if you purchase a gift card of $70 or more;
  • If you purchase multiple gift cards and the total amount before taxes is $70 or more;
  • If you combine the purchase of a gift card with other items and your order reaches $70 or more (before taxes).

For the time being, gift cards can be used to pay for any in-store purchases, but cannot be used to pay for online purchases at sail.ca.

Are SAIL Gift Cards valid online?

At the moment, gift cards are only usable in stores. You cannot use a SAIL gift card to pay for online purchases.


How long is a gift card valid?

Unlimited, as there is no expiration date. You can use it once or multiple times. 

 


BONHEUR CARD

 

What is the Bonheur Card?

A Bonheur Card is a new type of prepaid card that is accepted at participating retail stores (listed on the front of the card).

SAIL has partnered with Bonheur Cards, and offers Bonheur Cards for Him, for Her, and for Teens. These prepaid cards may be used at all SAIL locations in Canada, as well as at www.sail.ca 

 

How does the Bonheur Card work?

Using a Bonheur Card is simple and works in the same way as a prepaid credit card. The amount of each purchase will be deducted automatically from the value of the prepaid card. Customers may use the same card several times, in any of the participating retail stores, until the value of the card has been exhausted. It is not possible to reload a Bonheur card. 

 

How do I make an online payment using my Bonheur Card?

When making your payment online, select CREDIT CARD as the method of payment. Enter the 16 digits on the back of the Bonheur Card into the credit card number field. Do not enter the 16-digit number into the gift card field. If you are asked to provide a billing address, enter your shipping address. 

 

How do I check how much money is left on my Bonheur Card?

Dial 1 833 250-4478 or visit www.cartesbonheur.ca 

 

Does my Bonheur Card have an expiration date?

Each Bonheur Card has an expiration date, indicated on the back of the card. This date corresponds to the date on which the physical card expires. However, the amount on the card never expires. If there is still money left on the card after the date indicated on the back the card, call 1 833 250-4478 to get a replacement card mailed to you at no additional cost. 

 

Where can I buy a Bonheur Card?

Bonheur Cards are available at the following locations: Brunet, Bureau en Gros, IGA, Metro, Pharmaprix, and Provigo.

 


KNIVES AND FIREARMS

 

Is there a knife policy?

You must be 18 years of age or older to purchase a kitchen knife, hunting knife, fishing knife, survival knife or a machete. Proof of age and signature will be required upon delivery.

Note that sales of knives are final: no returns or exchanges are possible.

 

What is the firearm policy?

As required by law, you must be 18 years of age or older AND have a Possession and Acquisition License (PAL) to purchase a firearm.

We will verify the validity of your license with the Canada Firearms Center before shipping your order. The delivery address must be the same as the one to which your license is associated. An ID and a signature will be requested upon delivery.

Consult the Royal Canadian Mounted Police and Public Health Quebec websites for the latest regulations.

Please note that firearm sales are final: no returns or exchanges are possible.


How do I pass a firearms license course?

Click here to see what each province requires obtaining a firearms license. 


Can I exchange or return knives or firearms?

No, sales of knives and firearms are final. No returns or exchanges are possible.


Can ammunition be shipped to a domestic address?

For security reasons, ammunition cannot be shipped to a domestic address. You may consult our website to see the products offered, and check availability at the SAIL store nearest you.


NAVIGATION ON THE SITE

 

How do I select an item to purchase?

Has a particular item caught your eye? Click on the image to access the details. You will be able to read the information concerning the product as well as select the options that suit you (size, colour, quantity) and click Add to Cart.

At this stage, the purchase is not yet final. You may continue shopping online and add more items to your cart. The items will stay there until you check out.
         

I have items in my cart. How do I finalize my order?

Just as in a store, simply go to the cash to pay for the purchases in your cart. On the top right, click on the cart icon and then on View Cart. You will then be able to:

  • see all of the items that you have selected
  • modify quantities or delete an item
  • estimate shipping costs
  • proceed to checkout

How do I remove an item from my cart?

Go to your cart. To delete an item, enter 0 in the Quantity box or click on the icon in front of the item that you no longer want to buy. Then click Update Cart
 


STORE

 
Can I return or exchange items purchased in store?

Yes, you have 30 days to return or exchange your items. Items must be returned in new condition, unworn (for clothing and shoes), with their original label and packaging.

Note that items purchased on final sale (40% reduction and more) and certain product categories are neither returned nor exchanged. See all conditions.

 
Can I make a purchase online and pick it up in store?

No. We don’t offer the in-store pickup option at this time.

 
What does “In store only” mean on catalog pages?

"In store only" means the product isn’t in stock at our distribution center and therefore cannot be shipped. Merchandise for online sales is shipped only from our distribution center and not from stores.

 
Do you offer the merchandise transfer service between stores?

No. We don’t offer this service at this time.