Free shipping on orders of $49 or more

Frequently asked questions

Last Updated: Januaray 18 2022

COVID-19 Measures

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.

For more information about our other measures put into place during the COVID-19 pandemic, visit our COVID-19 Measures page.

FREQUENTLY ASKED QUESTIONS

Home delivery

For orders containing no firearms, crossbow and/or ammunition: Credit cards (Visa, MasterCard, Discover Card, and American Express), SAIL gift cards, PayPal and PayBright.

For orders containing firearms, crossbow and/or ammunition: only credit cards are accepted (Visa, MasterCard, Discover and American Express). In-store pickup

For orders containing no firearms, crossbow and/or ammunition: credit cards (Visa, MasterCard, Discover and American Express), SAIL gift cards and PayPal.

For orders containing firearms, crossbow and/or ammunition: only credit cards are accepted (Visa, MasterCard, Discover and American Express).

It is not possible to pay for an order with PayBright.


The majority of the items listed on our website can be delivered. However, some types of very bulky or dangerous items cannot be purchased online or delivered such as: Aerosols, ammunition, anchors, attractants, batteries, blinds, boats (canoes and kayaks), car roof boxes, fishing nets, fuel, ice fishing tents (with sled included), large size coolers, large size hunting calls, safes, salt for game, sleds, transport trolleys, urine repellents.


f you have purchased an item in store, you may go about an easy and free return or exchange within 30 days of the purchase date, at any SAIL store. You will receive a refund according to the method of payment used at the time of purchase.

For items purchased online, make a free return or exchange in store within 30 days of the purchase date. You will receive a refund according to the method of payment used at the time of purchase (with the exception of purchases made using PayBright). You can also return items by mail within 30 days of the purchase date. Exchanges may not be done by mail, only returns may be carried out using this method.


Your online order will be processed within 48 hours following the transaction, with the exception of orders containing firearms. Once processed, and if the items are in stock, your order will be delivered in 2 to 10 business days following its processing, depending on your delivery destination. ull details here.


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.


All price matches are subject to approval, in store, at the time of purchase. Our price match policy will be honoured within 14 days of purchase upon presentation of the original receipt Some conditions apply.

The price match policy applies to prices indicated online before taxes and considers fees for services charged separately (for example, the cost of mounting a bicycle, etc.), where applicable.

Requests for price adjustments of a web order can be done by filling out our form.


In your shopping cart, under the Summary heading, you will see the words Apply a discount code and a box for this purpose. Enter your code and click Apply. The discount will appear below the subtotal.


  1. Make sure your code's expiration date has not passed.
  2. Make sure the item in your cart is not excluded from the promotion or that your order amount meets the promotion terms.

For more information on the applicable terms and conditions, refer to the location where you obtained the code. Only one discount code can be applied per order.


DELIVERY AND SHIPPING COSTS

Home delivery

For orders containing no firearms, crossbow and/or ammunition: credit cards (Visa, MasterCard, Discover Card, and American Express), SAIL gift cards, PayPal and PayBright.

For orders containing firearms, crossbow and/or ammunition: only credit cards are accepted (Visa, MasterCard, Discover and American Express).

In-store pickup

For orders containing no firearms, crossbow and/or ammunition: credit cards (Visa, MasterCard, Discover and American Express), SAIL gift cards and PayPal.

For orders containing firearms, crossbow and/or ammunition: only credit cards are accepted (Visa, MasterCard, Discover and American Express).

It is not possible to pay for an order with PayBright.


The majority of the items listed on our website can be delivered. However, some types of very bulky or dangerous items cannot be purchased online or delivered such as: Aerosols, ammunition, anchors, attractants, batteries, blinds, boats (canoes and kayaks), car roof boxes, fishing nets, fuel, ice fishing tents (with sled included), large size coolers, large size hunting calls, safes, salt for game, sleds, transport trolleys, urine repellents.


Shipping costs are free for all online orders of $49 or more (before taxes).

With the exception of gift cards, delivery rates of $10 plus tax apply to every online order when the minimum purchase amount to qualify for free shipping is not met, regardless of the number of items or the delivery address in Canada**.

Shipping costs for gift cardsare $2.95 plus tax when the minimum purchase amount to qualify for free shipping is not met.


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 our Delivery page for more information.


We will deliver the items you ordered as soon as possible to an address of your choice anywhere in Canada**. Please note that we do not deliver to a postal box in Canada, nor do we deliver abroad.

We do not ship orders outside of Canada. All online orders with a delivery address outside of Canada will be cancelled.

**We do not deliver orders to addresses whose postal codes are served by an air stage office. See the full list of exceptions here.


Yes. It is possible to pick up an online order at one of our stores. Simply go to the customer service desk.
Visit our In-store pickup page for more information.


Yes. It is possible to pick up an online order with curbside pickup at any of our stores.
Visit our In-store pickup page for more information.


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%

In-store pickup

You may select the SAIL store from which you wish to pick up your order from the header on the SAIL website, on the product description page for each item in your shopping cart. All items in your cart must be eligible for in-store pickup from the selected SAIL location. You may modify your selected SAIL store at any time.


On each product description page, it will be indicated whether or not the item is eligible for in-store pickup, at-home delivery, or both. A notice will also be provided if an item is not eligible for in-store pickup.

All items eligible for in-store pickup may also be picked up by car.

Once your online order is complete you will be notified if any item(s) are not eligible for in-store pickup; you will then have to modify your order.

Items listed as "online only" on the SAIL website may not be transferred between stores nor picked up in store. These items must be purchased separately and shipped to an address of your choice within Canada*.

It is also not possible to transfer items between stores.


For in-store pickup, all of the items in your cart must all have the in-store pickup status and all be available at the same SAIL location where you wish to pick them up, or you will not be able to complete your order.

Try removing the problematic items from your cart, or modifying the the selected SAIL store from which you wish to pick up your order.

You cannot make an online order using two delivery methods (store pickup and home delivery). You must select one of the two delivery methods. If you wish to use both delivery methods, you will need to make two separate orders.


Yes. It is possible to purchase a firearm, an air rifle, a crossbow, a knife or ammunition on our website and pick them up in store.

During in-store pickup:
-For firearms: It is essential that the possession and acquisition licence holder be the same as the one who made the order in order to pick it up. A possession and acquisition licence verification will be done at the time of pickup. A signature may be required in order to confirm possession of the firearm or air rifle and ensure that it is in the possession of someone with a valid licence.
-For knives: An age verification will be carried out at pickup (the customer must be an adult). You must be over 18 in order to purchase kitchen, hunting, fishing, and survival knives or machetes.


Yes. Certain product categories are not eligible for in-store pickup at this time: fishing lures, fishing line, certain fishing accessories (hooks, weights, etc.), fly fishing line and flies, certain fly fishing accessories (mounting accessories, etc.), fishing licences, hunting licences, certain shoe accessories (socks, laces, etc.), SAIL gift cards (although these may be bought at the counter where you pick up your order).

In addition, items offered exclusively online on the SAIL website are not eligible for in-store pickup.


The accepted methods of payment are: credit cards (Visa, MasterCard, Discover Card and American Express), SAIL gift cards and PayPal.

For a payment for an order including firearms, crossbows or ammunition, only credit cards are accepted (Visa, MasterCard, DiscoverCard, and American Express).

It is not possible to pay for an order using PayBright for in-store pickup.


The order must be paid online at checkout according to the accepted methods of payment.

If you pick up your order in a different province than your province of residence, tax on items is determined by the province in which the order is picked up.

Your order will be billed when the confirmation email for in-store pickup is sent.


No. There are no shipping fees; in-store pickup is free.


Once your order for in-store pickup has been made, you will receive three (3) e-mails.

The first e-mail confirms that your order is being prepared.

The second e-mail advises you when you may come and collect your order and contains all the details regarding your order.

The third e-mail informs you that your order has been picked up.

It is possible that you receive an additional e-mail in the case that the items you have ordered are no longer in stock (this e-mail will be sent at the same time as the confirmation for pickup, when applicable).


Once you receive the second confirmation e-mail for in-store pickup advising you that you may come and collect your order at the selected SAIL store:

Wait until you receive the second e-mail before visiting the store in question.

You will have seven (7) days following the reception of this e-mail to come and collect your order at the SAIL location of your choice.

If you do not pick up your order within the required seven (7) days, your order will be cancelled and you will be reimbursed according to the method of payment used at the time of purchase.

If you made your purchase with a SAIL gift card, a new gift card totalling the amount paid for the order will be sent to you by mail.


Follow the instructions received in the second e-mail that advises you when you may come and collect your order.

IN-STORE PICKUP: Enter the store and head to the customer service counter to pick up your order.

CURBSIDE PICKUP: Park in one of the designated curbside pickup spaces. Call the number on the sign and wait in your vehicle. A member of our team will bring your order to you outside.

Only the person who made the order may pick up the order in store; it is not possible to send someone else to pick it up.


You may cancel your in-store pickup order by filling in the following form.

Your purchases will be reimbursed according to the method of payment used at the time of purchase.

If you made your purchase with a SAIL gift card, a new gift card totalling the amount paid for the order will be sent to you by mail.

Fill out the form>.


Yes. The pick-up service allows you to pick up your order inside the store or with curbside pickup.


Yes. You may go about a return or an exchange in store only the same day or within 30 days following the purchase date.

You will be reimbursed according to the payment method used at the time of purchase. Please allow 24 to 72 hours (depending on the financial institution) before receiving your refund. Should this timeframe be exceeded, please contact your financial institution.

If you made a purchase with a SAIL gift card and a partial or full reimbursement must be carried out, a new SAIL gift card totalling the amount to be reimbursed will be mailed to you.

See more details on our Returns page.


Returns and exchanges

No. All items marked down at 40% off or more are considered final sales and are sold without the possibility of return or exchange.

The following items are also sold without the possibility of return or exchange: masks and face coverings, gift cards, firearms, ammunition, crossbows, salt blocks, knives, climbing products, telescopes, electronics, DVDs, books, media and audiovisual equipment, software, underwear, swimwear, base layers, cycling or running shorts, socks, cayenne pepper, propane, and food products.


For items purchased online, make a free return or exchange in store within 30 days of the purchase date. You will receive a refund according to the method of payment used at the time of purchase (with the exception of purchases made using PayBright).

You can also return items by mail within 30 days of the purchase date.

Exchanges may not be done by mail, only returns may be carried out using this method.

Exclusions apply.

Visit our Returns page for more information.


You can make a free return or exchange in store within 30 days of the purchase date. You will need the purchase order for the items purchased online (paper or electronic) and the original label and packaging of the items. Returned items must be new, unworn, unaltered and unused.

You can also return items by mail within 30 days of the purchase date. You will need the return label found on the purchase order. Return fees apply.

See our Returns page for the complete return procedure.


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.


If you didn’t receive a pre-printed return label in the package, we invite you to fill out the form. For items with no possibility of return or exchange, no return label is sent.


You will get a refund based on the payment method used at the time of purchase.

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.

If you made your purchase with a gift card and a partial or full refund is required, a new gift card corresponding to the amount of the order or item refunded will be given to you or mailed to you.


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


Yes. SAIL’s return and exchange policy is effective within 30 days of the purchase date. See our policy here.

By Mail: Once the return has been received by SAIL, your PayBright balance will be reduced or cancelled accordingly. If you have already made payments, those will be refunded to you by PayBright. In Store: When returning to a SAIL store, you will be reimbursed for your total purchase amount to a gift card or the card associated with your PayBright account. PayBright will still proceed to debit any remaining payments automatically, as agreed upon purchase.


ONLINE ACCOUNT AND ORDER TRACKING

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.


As long as your purchases have not been shipped, you can cancel your order at no cost by filling out the form. If the package has already been shipped, we cannot cancel it. Please, follow the return procedures.


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.


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


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


CATCH A DEAL

Yes. The products in this section are new and authentic. These are items from some of the most well-known outdoor brands. SAIL is an authorized retailer.


The items and styles/colours offered in this section are from the current season as well as from previous seasons.


We encourage you to use the search filters located on the left side of the page to refine your searches and to shop by category, size, colour, brand, or other criteria.


Sign up for our newsletter to be one of the first to know when new items are added to our Catch a Deal section and stay informed about new arrivals and promotions at SAIL. You can also follow us on Facebook and Instagram.


Yes, SAIL policies apply to the Catch a Deal section. All items marked down at 40% off or more are considered final sale and are sold without the possibility of return or exchange. The following items are also sold without the possibility of return or exchange: gift cards, firearms, ammunition, crossbows, salt blocks, knives, climbing products, telescopes, electronics, DVDs, books, media and audiovisual equipment, software, underwear, swimwear, base layers, socks, cayenne pepper, propane, and food products. You may refer to our *Conditions page for more information.


Our price match policy excludes the price of items on clearance, store closures, used products, and items on demonstration. For more information, please see our current policy here for more details.


Of course!


To see if an item from the Catch a Deal section is available in store, click “Find in store”, which can be found directly on the product description page.


NEWSLETTER

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!


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


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

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. SAIL gift cards may be used for both in-store and online purchases.


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.


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 charges may be as high as $2.95 per shipment under certain conditions


Yes, gift cards may be used for in-store purchases as well as online purchases.


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


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.


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.


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.


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


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.


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


CANEX No Interest Credit Plan

You must be a CFOne cardholder, issued to members of the Canadian Armed Forces community, in order to take advantage of the CANEX Credit Plan. You will be asked for proof of identity and/or your CFOne card when paying for your purchases.

The CANEX Credit Plan allows you to purchase a minimum of $500 worth of outdoor merchandise, including taxes, on credit and without interest at the SAIL store of your choice.

Note that the program applies to in-store purchases only and no returns are possible, only exchanges.


No. The following items are not eligible for purchase on the CANEX Credit Plan: Firearms, sonars, GPS, motors, watches, gift cards, permits, licences and services.


  1. Go to the customer service counter of the SAIL store of your choice with the items you wish to purchase.
  2. A member of the SAIL team will print and give you a quote for the items you wish to purchase.
  3. A member of the SAIL team will give you a CANEX Credit Plan form for you to sign.
  4. Email the following scanned documents to CANEX: Quote from SAIL, signed credit plan form, CFOne card or other acceptable ID, driver’s licence (to prove address).

For purchases made in Quebec, send the documents by email to CANEXsaintjeansm@sbmfc.com or call 450-358-7628.

For purchases made in Ontario, email the documents to CANEXLabelle@cfmws.com or call 613-741-4888.

Please note that if CANEX stores are closed while you are shopping, SAIL will hold your items for 48 hours.


No. Unfortunately, the 10% discount offered to veterans and military members cannot be applied if you use the CANEX credit plan to pay for your purchases at SAIL.


Please contact CANEX Customer Service at 1-877-441-6161 or by email at service@sbmfc.com.

For more information, visit the CANEX website.


KNIVES AND FIREARMS

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 will be required upon delivery.

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


s 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.


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


No, sales of knives, edged weapons, firearms, crossbows and ammunition are final. No returns or exchanges are possible.


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.


Yes. It is possible to purchase a firearm, an air rifle, a crossbow, a knife or ammunition on our website and pick them up in store.

During in-store pickup:

  • For firearms: It is essential that the possession and acquisition licence holder be the same as the one who made the order in order to pick it up. A possession and acquisition licence verification will be done at the time of pickup. A signature may be required in order to confirm possession of the firearm or air rifle and ensure that it is in the possession of someone with a valid licence.
  • For knives: An age verification will be carried out at pickup (the customer must be an adult). You must be over 18 in order to purchase kitchen, hunting, fishing, and survival knives or machetes.


NAVIGATION ON THE SITE

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.

t 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.


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

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.


Stores

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.


Yes. It is possible to pick up an online order at one of our stores.

Visit our In-store pickup page for more information.


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.


In-store pickup" means that the product is eligible for online shopping with in-store pickup.

Visit our In-store pickup page for more information.


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


Security Service

Yes, our website is a secure site that uses SSL technology. This guarantees the confidentiality of your information and allows you to shop with peace of mind.


Manufacturing warranties

SAIL, Borealis, Protex and Black Ghost branded products come with a two (2) year warranty against visible defects and manufacturing defects resulting from normal use.

If an item bought at SAIL is defective, you will need to submit a claim. Make sure you have the original packaging of the item and proof of purchase.


A one (1) year warranty against manufacturing defects applies to other other brands' sold at SAIL.

If an item bought at SAIL is defective, you will need to submit a claim. Make sure you have the original packaging of the item and proof of purchase.

Once the claim has been submitted, we will contact you to send you the terms and conditions that apply to the defective item.


Fill out this form by clicking on the button below. Your request will be forwarded to our customer service team who will contact you as soon as possible.

Fill out the form