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Support Centre - FAQs

Frequently asked questions

Colours and sizes sold out online may be available in store. If you’re planning a visit, use the find in-store feature to see what’s in stock. Thanks for your patience while we ride out these challenges.

Where’s my order and how do I track it?

You can find tracking numbers under Order History in your MEC account or in your shipping confirmation email.

Once an order is placed, it may take 2–5 days to process and hand-off to a shipping partner. When we hand-off an order, we send a shipping confirmation email with a tracking number. Due to delays at Canada Post, tracking numbers may show no movement for up to 15 days. (Tracking begins when Canada Post scans an item at their facilities, this can be days after we hand it off.) If your tracking number hasn’t been updated for 15 days or more, contact MEC  Customer Care.

For store pickup orders, you may not receive a tracking number in your shipping confirmation email. It means your order is on its way, and we’ll send an email as soon as your order is ready for pickup.

Payment or stock issues can also cause delays. We’ll email you within a day or two after you place an order if we discover an issue we can’t resolve.

How long does shipping take?

Our shipping partners currently estimates 6 business days for standard shipping and 4 business days for express shipping. For all orders, we estimate an additional processing time of 2–5 days prior to shipping.

My tracking shows no movement. Is my order lost?

If you have a tracking number, it means we handed your parcel over to one of our shipping partners. They may be experiencing additional delays, but your order is very likely on its way. Check your Order History or email for tracking information. 

What is your return policy?

If you purchase as a member of MEC, items are backed by our Member Rocksolid Guarantee. Purchases made without a membership require the original receipt or confirmation email to return purchases up to 30 days from the date of purchase.

I’m trying to create an account. Why won’t the form accept my email address?

Your email address must be in standard email format (john@gmail.com). If it’s still not working, please make sure this email isn’t already registered for an mec.ca account.