Contact Us & FAQ
1 Shipping and delivery
1.1 How are parcels shipped within Canada?

You ordered it. And you want it - now! We know how you feel – it's cool gear that you can't wait to get your hands on. We’re happy to offer the following options for delivery:

  • All parcels are shipped via Canada Post in 5-10 business days. We offer FREE ground shipping on most orders over $50 with a few exceptions:
    • Regular shipping is not available for canoes, kayaks, or stand-up paddleboards, as well as child carriers, skis, luggage, paddles, and very large or heavy items. When you order any of these items online there will be no charge for shipping at checkout, please select "In-Store Pickup  / Oversize Freight". Our customer service team will contact you once the order has been placed to help arrange the most cost effective and convenient delivery or pick up. Any payment for delivery will be required before the item is shipped.
  • Special order items require payment for postage.
  • If you require Xpresspost shipping please contact our customer service team and we will be happy to help you out.
1.2 How are parcels shipped to the USA?

All parcels are shipped to the USA via Expedited Parcel. Boats, Skis, Dangerous Goods, Heavy Goods and other items as noted cannot be shipped to the USA. While orders shipped to the USA are not charged Canadian taxes, they are subject to possible import duties, taxes, and customs processing fees.  The Customer is responsible for paying these and any additional fees.

True Outdoors is unable to provide estimates for customs fees. Please view the US Customs & Border Protection internet purchases guideline for further information.

  • All parcels are shipped via Canada Post in 5-10 business days. We charge a flat fee of $28 per order, with additional shipping charges for the following items:
    • Child carriers, skis, luggage, paddles, and very large or heavy items will be shipped at a calculated rate at checkout.
    • Regular shipping is not available for canoes, kayaks, or stand-up paddleboards. When you order any of these items online there will be no charge for shipping at checkout. Our customer service team will contact you once the order has been placed to help arrange the most cost effective and convenient delivery or pick up. Any payment for delivery will be required before the item is shipped.
  • If you require Xpresspost shipping please contact our customer service team and we will be happy to help you out.
1.3 Can I pick up my order in-store?

If you live locally in Kamloops, or are planning a visit, skip the shipping wait times and enjoy the convenience of an in-store pickup at our store by selecting in-store pickup at checkout. When your order is ready for pickup, our staff will contact you and allow you to pick it up at your earliest convenience.

1.4 What taxes do I have to pay?

All Canadian sales are subject to the sales taxes of the destination province. Within Canada, Saskatchewan, Manitoba and Quebec customers are responsible to self-assess the PST on their sale and remit the tax to their home province.

2 Returns and exchanges
2.1 What is your return policy?

We understand how difficult it is to buy your outdoor apparel online: fit is everything, and if it doesn't fit when it arrives, why risk it? Well, in the case that you are not happy with your purchase, we can offer you an exchange or full refund if the goods are returned to True Outdoors within 30 days of purchase, but the return shipping cost will need to be covered by the customer.

  • Items must be unused, in NEW condition and still have their tags attached, and packaging in the same condition it was received in.
  • All SALE items are a FINAL SALE and are not eligible for refund or exchange.
  • All sales on Climbing and Safety Gear are final.
2.2 How do I get started on my Return?

To start your return, first login to your Account, navigate to the My Orders page, and view the order you would like to return an item from. At the bottom of the page, click the Return Item(s) button, and fill out the returns request form.

If you've placed an order with us online but do not have an Account, please contact us either through our contact form, or by e-mailing us at [email protected] with your Order ID, the items you would like to return, and the reason why you would like to return them.

Once your return request has been approved, further instructions will be provided.

Please be aware that you will be responsible for any return shipping fees, unless you've received a damaged or incorrect item.

2.3 How long will it take before I get my refund?

We will process your refund within 2 business days of the time we receive your returned order. The funds can take 3-5 days to settle back onto your payment method. If you haven’t seen it on your statement after a week, please feel free to contact us!

2.4 Can I Exchange my item?

Certainly! Simply follow the item return procedure above and, to avoid delays, immediately place an order online for the item you prefer. Once we receive your returned item, we will refund the original method of payment that was used when your order was placed.

Sale items are a Final Sale and are not eligible for exchange.