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Support our Troops Canada Shipping Frequently Asked Questions

 

Support our Troops Canada Shipping Frequently Asked Questions


Most merchandise is shipped directly from CANEX stores but some items may be shipped to you from a supplier or one of our distribution partners who have their own shipping policies. You can contact the carrier with the tracking number provided in the shipping confirmation email. Alternatively, you can email or by phone at 1-877-441-6161.

If my package gets lost, who do I contact?
You can contact the carrier with the tracking number provided in the shipping confirmation email.Alternatively, you can email or by phone at 1-877-441-6161

Please report missing package immediately.

What happens if I am not home to receive my package?
If you are not home to receive your package the carrier will leave a note with the address of the closest carrier’s outlet where you can pick it up. You will need to show a photo ID in order to claim the package.

The wrong product was shipped to me - what do I do?

To arrange return of the wrong product, please contact us by email or by phone at 1-877-441-6161.

When will my order ship?
Items that are in stock are typically shipped within 7 business days from the purchase date. Your Order Confirmation Email will contain an estimated delivery date.

Certain products shipped from a warehouse in a different region could increase delivery times. Delivery times can vary based on the carrier used.

Which shipping service provider do you use to ship?
We use both Canada Post and Purolator for most parcel shipments but may rely on other couriers for specific shipments.

How much does shipping cost?

Support our Troops Canada offers FREE shipping on most orders over $75 (before taxes, fees, and promo codes) - some exceptions apply.

To receive an instant estimate of the shipping cost, simply add products into your cart and enter your postal code. NOTE: This does not apply to Scheduled Delivery items.

Large, heavy or fragile items may require additional shipping charges. Shipping costs will vary by product, order size and by the order’s destination.

Some remote areas of Canada can only be serviced by air delivery. In these cases free shipping is not available and extra shipping charges may apply. If extra shipping charges are required for your order we will contact you to confirm whether you’d like to pay the additional fees or cancel your order. If no response is provided within 48 hours, your order will automatically be cancelled.

Orders that fall outside of Canada do qualify for free shipping.

Do you ship to addresses outside of Canada?
For exceptional cases such as shipping to deployed Canadian Armed Forces members overseas please contact us by email.

Please note that orders outside of Canada do not qualify for Free Shipping.

What are the different ways you ship to me?
In order to provide you with the best possible service, Support Our Troops Canada offers a variety of shipping options to choose from.

During the checkout process select from the following options:

Standard Delivery: Economical delivery method.

Expedited Delivery: Faster service for a small premium.

Scheduled Delivery:  Applies to items that are large and heavy. This delivery method is not available for Expedited shipping and is not available in remote locations.

NOTE: To ensure that orders shipped to PO boxes and rural route addresses get to their proper destination, please include a physical street address, highway number and/or contact phone number when you place your order.

Delivery services may vary by carrier or location and may require pickup of product(s) at a local postal outlet or distribution center.

Scheduled delivery may be required for large and heavy items and will require a physical street address, highway number and/or contact number with your order.


How do I track my order?
After placing your order, an order confirmation email will be sent to you that contains the tracking number for either Canada Post or Purolator. You can then use the tracking number to monitor the status of your order. You can also obtain the carrier and tracking number through the Order Status page on  SupportOurTroopsCanada.ca.

Canada Post

Purolator

Please note that tracking may not be available for up to 24 hours after your order has been shipped. Tracking numbers do not apply to Scheduled Delivery items.

 

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