Need help?
A recent purchase may not yet appear in your SAIL account history. However, it is currently being processed.
You will receive a confirmation email shortly with a tracking number to track the shipment of your purchase.
On sail.ca, the following payment methods are accepted: credit cards (Visa, Mastercard, Discover and American Express), SAIL gift cards, Shop Pay, Google Pay, Apple Pay and PayPal. PayPal Pay in 4 is also available for eligible purchases between $30 and $1,500. For orders containing a firearm or crossbow, only credit cards are accepted.
Start by checking the tracking link you received by email to verify the status of your delivery. If the expected delivery date has passed or your package appears to be lost, contact Customer Service with your order number.
Orders are generally processed within 72 hours following purchase. Once an order is shipped, delivery typically takes between 2 and 10 business days, depending on the destination.
As soon as your order ships, you receive an email with a tracking number. This allows you to track the status of your delivery in real time.
You can return items in store or by mail, subject to applicable conditions. Items must be new, unused and returned with proof of purchase and original labels and packaging. Exchanges are available in store only. Certain exclusions apply, including for regulated and final sale products.
If you find an identical product offered at a lower price by a Canadian retailer, you can request a price match or a refund of the difference within 14 days of purchase. Valid proof is required, and certain exclusions may apply.
When shopping online, you can enter your promo code in your shopping cart, below the order summary, before completing your purchase.
Check that your promo code is still valid and meets all applicable offer conditions, including product exclusions, the promotion period and, where applicable, the required minimum purchase amount. Some promotions apply only to regular-priced items. Only one promo code can be used per transaction.
Explore+ is a free rewards program that lets you enjoy exclusive benefits at SAIL.
The more you shop, the more rewards you earn:
Explore+ members can enjoy:
Depending on the level, additional benefits may also become available, including:
Explore+ does not use a point-based system. The program includes three levels based on annual purchases before taxes:
Level 1 – Novice: $0 to $299.99Level 2 – Enthusiast: $300 to $899.99Level 3 – Expert: $900 and up
As you move up through the levels, you unlock new benefits and receive discount coupons.
You can view your level in your member profile and get an email confirmation when you level up.
You can sign up for Explore+ online. To create an account, you need to provide the following information:
You can sign up using a Shop (Shopify) account. This option is available for customers who already use the service.
This information allows you to:
No membership card is issued as part of the Explore+ program. All of your rewards, tier status, and progress are available directly in your member account.
Registration must be completed online using your own device. In-store associates can assist if needed but cannot complete the registration on your behalf.
You can update your phone number and date of birth directly in your member profile. If you experience any issues, please contact Customer Service.
Members must provide accurate information and agree to the program terms and conditions, as well as SAIL’s Privacy Policy.
By joining Explore+, you will automatically be subscribed to SAIL communications. You may manage your communication preferences or unsubscribe from promotional emails at any time while continuing to receive essential program communications. Your preference centre is located at the bottom of a SAIL email you received.
To receive and use your rewards, you must identify yourself as a member at the time of purchase:
Rewards:
Conditions applicable to welcome, birthday, and tier upgrade discounts:
Coupons earned through a tier upgrade or as a welcome offer are valid for 12 months from the date they are issued. The birthday discount is valid for 30 days from the date it is received.
Valid online and in store.
Valid for one (1) transaction only.
Applies to regular-priced items only.
Non-transferable.
Cannot be combined with any other offer.
Cannot be applied to previous purchases.
Excluded categories:
Excluded brands:Acton, Altra, Blundstone, Columbia Titanium, Cotopaxi, Duer, Garmin, Helly Hansen, Hooké, Kanuk, Leki, Leupold, Lowa, The North Face Summit, The North Face, Old Town, Osprey, Portable Winch Co., Quartz Co., Seirus, Spyder, Nemo, Mustang, Thule, Timberland, Vaude, Vortex, Vuori, Yeti.
Certain manufacturers' exceptions may apply. SAIL reserves the right to modify or cancel this promotion at any time without notice.
Conditions applicable to other Explore+ promotional offers and surprise discount codes:Specific terms and conditions, as well as brand and category exclusions, may apply. For complete offer details, please refer to the terms and conditions outlined in the email containing your discount code.
Eligible purchases are counted toward your Explore+ progression.
To ensure your purchases are linked to your account, you must identify yourself as a member at the time of purchase:
Excluded:
Only purchases made after joining Explore+ are included in the calculation of your annual purchase volume. Purchases made before enrollment are not added to the account retroactively.
ReturnsReturns are deducted from your annual purchase total.You may drop back to the previous level.You will not lose any rewards you have already used.
ExchangesEqual value: no impact.Higher value: the difference is added.Lower value: the difference is deducted.
Level 3 members benefit from an extended 45-day return and exchange period instead of the standard 30 days.
To benefit from free online returns, Level 3 members must contact Customer Service to obtain a prepaid return label. The value of the returned merchandise will still be deducted from the member’s annual purchase volume.
The purchase accumulation period runs from April 12 to April 11 of the following year.
The annual purchase balance for Explore+ resets to $0 on April 12 of each year. After the reset, you start again at level 1 – Novice.
SAIL Picks are products recommended by our specialists for their performance, reliability and value for money.
You can find SAIL Picks across all product categories.
The goal is to help you quickly identify tried-and-tested products to make the most of your outdoor activities.
SAIL Picks are selected by a committee of SAIL employees who are passionate about the outdoors and specialize in different product categories.
Each season, these specialists evaluate products based on several criteria, including:
Drawing on their expertise, knowledge of brands and new products on the market, they handpick the products they would personally recommend to outdoor enthusiasts.
The selection evolves each season with the addition of new products that meet these criteria. Products that have already received the SAIL Picks mark generally retain it.
All SAIL Picks products are marked with a distinctive logo:
SAIL Picks are meant to help you make informed choices when gearing up, but they do not come with any additional guarantee compared to other products sold at SAIL. To discover the full selection, visit the SAIL Picks page on the SAIL website.
ReSAIL allows outdoor enthusiasts to give outdoor gear a second life while making quality equipment more accessible.
The initiative takes two different forms:
In store: Available at the SAIL stores in Lachenaie and Oshawa, the reSAIL section offers a selection of second-hand clothing from leading outdoor brands known for their quality and durability. Each piece is carefully selected, inspected, washed and repaired as needed through a partnership with La Fibre.Atelier. Available styles, sizes, colours and quantities vary depending on arrivals.
Online: Powered by Archive, the reSAIL platform allows you to buy and sell second-hand outdoor gear. Through this resale platform, you can give a second life to clothing, footwear and equipment you no longer use.
The goal of reSAIL is to promote more responsible consumption by extending the life of outdoor products.
Second-hand items available through reSAIL are offered at a reduced price compared to similar new products.
OnlineItems sold on the platform are offered either by other users or by SAIL through the Warehouse selection.The seller is responsible for shipping the item.
In store (Lachenaie and Oshawa stores only)The reSAIL sections offer a selection of second-hand clothing that has been carefully chosen, washed and repaired if necessary. Quantities are limited, and the selection varies depending on arrivals.
The reSAIL online resale platform allows you to sell most clothing, footwear, bags and camping equipment.
The following categories are excluded:
You cannot sell used outdoor gear in SAIL stores.
To list an item on reSAIL:
You must have a reSAIL account to sell items. This account is separate from the SAIL customer account.When an item is sold, you can choose between two payment methods:
SAIL gift card: 100% of the sale price as a SAIL gift card, or 110% of the sale price for eligible Explore+ members. The gift card is sent by email.
Bank deposit: 70% of the sale price in cash. Payment is processed through Stripe, and funds are deposited directly into your bank account once the required information has been verified.
In store
Returns and guarantees:
ReSAIL items sold in store are:
Promotions and discounts:
ReSAIL items are excluded from:
Online
Returns and guarantees:Return, exchange and guarantee conditions for purchases made through the reSAIL platform are available directly on resail.ca.
Item pricing:Item prices are set by the seller.
The CANEX Credit Plan allows valid CFOne cardholders to make a purchase of at least $500, including taxes, on credit and without interest at the SAIL store of their choice. Financing approval is determined directly by CANEX.
The program applies to in-store purchases only. Items purchased with the CANEX Credit Plan are not eligible for refunds but may be exchanged in accordance with applicable policies.
For assistance or information regarding your financing account, contact CANEX Customer Service at 1-877-441-6161 or service@cfmws.com.
For complete program terms and conditions, visit the CANEX Credit Plan page on the CANEX website.
Eligibility for the CANEX Credit Plan, as well as credit approval, is determined directly by CANEX.
The following products and services are not eligible for the program:
Final product eligibility is confirmed in store at the time of the transaction. The 10% discount offered to military members and veterans cannot be combined with the CANEX Credit Plan.
1. Go to the customer service counter at the SAIL store of your choice with the items you wish to purchase. Proof of identity and/or your CFOne card will be required at checkout.
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 to sign.
4. Email the following scanned documents to CANEX: the quote from SAIL, the signed Credit Plan form, your CFOne card or other acceptable ID, your driver’s licence (proof of address), and a pre-authorized debit agreement from your bank (if you choose this payment method).
For purchases made in Quebec, email the documents 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 when you are shopping, SAIL will hold your items for 48 hours.
Promotional codes can be used for eligible purchases:
Only one promotional code may be used per transaction. Promotional code use is subject to certain conditions, including:
Most promotional codes can only be applied to regular-priced items.
Promotions are offered for a limited time and may be subject to specific conditions.
Depending on the offer, certain exclusions may apply, including:
Complete terms and conditions are provided in the details of each promotional offer.
Some products may be excluded from promotions and discounts, even when a promotional code is valid.
Exclusions may include:
Applicable exclusions are indicated on the product page or in the details of the promotional offer.
A promotional code may not work for several reasons:
Check the promotion terms and conditions or contact Customer Service for assistance.
SAIL offers a 10% discount on regular-priced items to active military personnel and veterans, subject to applicable exclusions. This discount cannot be combined with any other promotion or offer. A valid Canadian Armed Forces identification card must be presented at the time of purchase to confirm eligibility. This offer is valid in store only.
Eligible customers may choose to use either their military discount or CANEX program benefits, but both cannot be applied to the same transaction.
Shop and add items to your cart that are eligible for home delivery. At checkout, select the home delivery option for all items; otherwise, your order cannot be completed. Once you place your order, it is processed within 72 hours following the transaction (except for certain products).
When your order ships, you receive an email with a link to track your package. If you receive more than one tracking email, it means that your order has been split into several shipments.
Your order can be delivered to an address of your choice in Canada (some exceptions apply; see the full list here).
You don't need to create an account to make a purchase online or in store. You can shop and place orders as a guest.
Creating a SAIL customer account allows you to:
A SAIL customer account also allows you to sign up for the Explore+ Rewards Program to accumulate eligible purchases and enjoy exclusive benefits.
Shop Pay is an accelerated checkout option that allows you to securely save your payment, billing and shipping information to make future purchases on sail.ca faster and easier.
When using Shop Pay for the first time:
For future purchases, your saved information can be filled in automatically, reducing the time needed to complete your order.
Using Shop Pay is optional and available only for online purchases. Information saved through Shop Pay is managed by its service provider in accordance with its own terms and privacy policy.
All communications between your browser and sail.ca are protected by a secure encryption protocol (TLS). This technology helps protect the transmission of your personal and payment information when you make online purchases.
SAIL's transactional website is hosted on Shopify, a platform that complies with the Payment Card Industry Data Security Standard (PCI DSS), a globally recognized standard for electronic payment security. This certification helps ensure the secure processing, storage and transmission of payment data.
For certain purchases made using Shop Pay, your financial institution may require an additional verification step to confirm your identity before authorizing the payment. This verification relies on 3D Secure technology, a widely recognized security measure that helps prevent fraud and protect your payment information.
When this verification is required, you will be temporarily redirected to your bank's secure environment to confirm your identity, then automatically returned to our store to complete your order. This step is an integral part of our secure payment process.
Shopify implements several security measures to protect personal information and payment data, including the encryption of sensitive data, strict access controls and regular security assessments. The platform is also subject to independent audits that assess the effectiveness of its security and data protection controls.
OnlineThe following payment methods are accepted:
For online orders containing a firearm or a crossbow:
Only credit card payments are accepted (Visa, Mastercard, Discover, American Express);
Additional requirements may apply due to regulations.
In storeThe following payment methods are accepted:
Payment options may vary by store location.
We are committed to offering you the best prices on the market.
In-store purchases: If you find an item available at a better price from a Canadian competitor, we will match the competitor's price at the time of purchase, upon presentation of proof of the competitor's price, or we will refund you the price difference, upon presentation of the original receipt and proof of the competitor's price, within 14 days of purchase. Certain conditions and exclusions apply.
Online purchases on sail.ca: If you find an item available at a better price from a Canadian competitor, we will refund you the price difference, upon presentation of proof of the competitor's price, within 14 days of purchase. Certain conditions and exclusions apply.
The price adjustment policy applies only to items sold by SAIL, in store or online. If you have previously purchased an item from SAIL and the price of that item has been reduced by SAIL, we will match the price within 14 days of purchase of the item, upon presentation of the original sales receipt. The reduced price must still be in effect at the time of the price adjustment request. Other conditions and exclusions apply.
In-store: Visit the customer service desk at the SAIL store of your choice with your original receipt and proof of the discounted price offered by SAIL or the lower price offered by a competitor for the item.
Online: Requests for a price match or price adjustment for items ordered on sail.ca can be made by sending an email to info@sail.ca with “Price Adjustment” in the subject line.
All price match and price adjustment requests are subject to approval by the SAIL team.We will match or adjust the price of an item within 14 days of purchase.Our price policy is not valid during clearance events.
The product must be available at both SAIL and the competitor at the same time. Out-of-stock items are not eligible for the price policy.
The product sold by the competitor must be identical to the one available at SAIL (model, colour, season, size, etc.).
The price of the competitor's item must be verifiable (flyer, website, etc.). Complete proof is required and must include the store name, purchase and/or promotion date, price, and model number.
Our price policy applies to the price before taxes and takes into account service fees charged separately, if any.
The policy cannot be combined with any other promotion, offer or coupon.
The product must be sold and shipped from Canada by a Canadian retailer.
Our price policy excludes the price of clearance items, products sold during store closing sales, used products, and items on demonstration, whether sold by SAIL or by competitors.
Our price policy does not apply to online sales sites such as Amazon or eBay.
Our price policy does not apply to items sold by wholesalers.
Our price policy excludes gift cards and workshop service fees.
Our price policy is not valid during sales and clearance events at SAIL such as: “The Big Clearance Event,” “Flash Sales,” “Brands On
Discount” (event name and dates subject to change without notice by brand), “Black Friday,” “Cyber Monday,” “Boxing Day Event” or any other end-of-season clearance event. Event names and dates are subject to change without notice.
No special orders are accepted, and we do not issue deferred purchase coupons.
SAIL offers two delivery methods depending on products and availability:
Delivery is available in Canada only. Certain regions may be excluded or subject to additional delays due to carrier limitations (see the full list of exceptions here). Some products cannot be shipped, including those subject to legal or transportation restrictions.
Orders are processed within a maximum of 72 hours following the transaction.
Once an order is shipped, delivery typically takes 2 to 10 business days, depending on the destination.
Shipping is free for all eligible orders of $74 or more before taxes.
For orders under $74, a shipping fee of $10 plus taxes applies.
Additional charges may apply to some items due to their weight, dimensions or special shipping requirements. These charges are calculated automatically and displayed at checkout before you complete your order.
Most products are eligible for home delivery and in-store pickup.
Some items may be excluded due to:
Available options are displayed at the time of purchase.
Order confirmationOnce your order is completed, you receive an order confirmation email. This email also confirms whether your order will be delivered in one or several shipments.
Order shippedOnce your order is processed, it is shipped to the selected address as quickly as possible.
Tracking email (“Your order has shipped”)When your order ships, you receive an email containing a tracking number.Please note that it may take up to 24 hours for the carrier to activate the tracking number. If your order is split into multiple shipments, you receive one order tracking email for each shipment.
If you have not received an order confirmation or tracking email:
You can also contact Customer Service at info@sail.ca. Please include the following information:
Free in-store pickup is available for eligible products.
Orders are typically ready for pickup within 24 to 72 hours. Additional delays may apply depending on:
Once your order is ready, you receive a confirmation email indicating that it is available for pickup at the selected store.
Proof of identification or the confirmation email may be required at the time of pickup.
Once you receive the confirmation email, you have 7 days to pick up your order. If you call the store to request an extension, your order may be held for up to 14 days.
If an order is not picked up within the applicable timeframe, it will be cancelled and fully refunded.
You cannot change or cancel an order once it has been completed. However, the shipping address can be modified before the order ships. For any request, please contact Customer Service as soon as possible.
Shipping addressMake sure your address is correct when placing your order.If you notice an error, it can be corrected as long as the order has not been shipped. Once the order has been shipped, the address can no longer be modified.
To help speed up processing, provide:
Billing addressAn error in the billing address does not prevent an order from being shipped.However, payment may be declined by the financial institution if the address does not match the one associated with the card used. An order may also be cancelled by the fraud verification system if the billing address does not match the one associated with the payment method.
TrackingCheck the tracking number you received by email. If your order is split into multiple shipments, each shipment has its own tracking number. It is normal for a tracking number not to be activated immediately.
Package statusIn transit: Wait until the estimated delivery timeframe has passed (up to 10 business days)
Marked as delivered:
If your package is still missing, send an email to info@sail.ca providing:
An investigation will be opened with the carrier:
During the investigation, the carrier may contact you by email. It is important to respond promptly to any communication to avoid delays in processing your case.
If you have not received an online order confirmation or tracking email:
You can also contact Customer Service at info@sail.ca. Please include the following information:
Returns are accepted within 30 days of the purchase date, both online and in store.
The following conditions must be met for all returns:
Certain items may be excluded from this policy. Applicable conditions are specified at the time of purchase.
Returns can be made in two ways:In store: Visit the Customer Service counter.By mail – available only for orders shipped to your home:
1. Pack the itemPlace it in its original packaging or in a well-protected parcel.
2. Attach the return labelAttach the return label directly over the original shipping label. If you did not receive a return label, contact Customer Service at info@sail.ca.
3. Ship the parcelDrop off the parcel with the carrier indicated on the return label. To find a drop-off location, visit Canada Post’s drop-off locations.
4. Receive your refundYour refund will be processed within 7 business days of receiving and processing the parcel.
In-store returns are free of charge.
For returns by mail, a return fee of $10 + taxes applies. An additional surcharge equivalent to the one charged for shipping may also apply. Additional shipping fees paid at the time of purchase, including those for certain oversized items, are non-refundable.
Exchanges are available in store only, within 30 days of the purchase date.
If you would like to exchange an item purchased online, you can go to a store of your choice with the item and your proof of purchase.
If you prefer to proceed by mail, you must first return the item and then place a new order.
To be eligible for an exchange, items must:
SAIL reserves the right to refuse a return following inspection of the returned items if these conditions are not met.
Refunds are issued to the original method of payment.
Once a return has been processed:
Depending on your financial institution, the refund may take some time to appear in your account.
To be eligible for a return, items must:
If your return is incomplete, non-compliant, or refused, Customer Service will contact you to explain the next steps. SAIL reserves the right to refuse a return if these conditions are not met.
Some items are considered final sale and are not eligible for returns, exchanges or refunds, both online and in store.
This includes items from the following categories:
The list of eligible and excluded products may change without notice.
The sale, purchase and possession of firearms are subject to applicable laws and regulations in Canada.
To purchase a firearm, you must:
Before shipping your order, SAIL verifies the validity of your licence with the Canadian Firearms Program. The delivery address must match the address associated with your licence.
An ID and a signature are required upon delivery.
To learn more about applicable regulations, consult the official resources of the Royal Canadian Mounted Police (RCMP) and Public Health Quebec.
All firearm sales are final. No returns or exchanges are accepted.
You must be 18 years of age or older to purchase a kitchen knife, hunting knife, fishing knife, survival knife or machete.
Proof of age is required upon delivery or during in-store pickup.
All knife sales are final. No returns or exchanges are accepted.
The purchase of certain regulated products may require:
SAIL reserves the right to refuse any transaction that does not comply with applicable regulatory requirements.
For safety and regulatory compliance reasons, certain products may be subject to delivery restrictions.
Depending on the product, restrictions may apply to:
Certain products may not be eligible for delivery or may be subject to specific transportation requirements, including:
When restrictions apply, they are indicated on the product page or at checkout.
Certain regulated products can be purchased online and picked up in store, including:
Verification at pickup
For knives:
Date: June 29, 2026
Problem: Risk of impact and laceration injuries caused by the cap being ejected when opening a container that has stored perishable food or beverages for a long period of time.
What to do:Immediately stop using the recalled products and visit the Canadian Thermos Products Inc. website for more information.
Date: April 14, 2026
Problem: Consumer Products - Improper Labelling and Packaging
What to do:Stop using the recalled product immediately and contact Lanctôt Sports to obtain replacement labels.
Date: September 22, 2025
Problem: The tip of the knife blade may not fully fold into the handle, posing a laceration hazard to users.
What to do:
Date: August 8, 2025
Problem: Heated socks may cause burns or blisters on consumers’ feet due to a possible combination of heat, excessive friction, moisture, and pressure.
What to do:
Date: April 22, 2025
Models:The North Face Women's Shellista V Mid Waterproof Boots, sold in four colourways, each with its own style number:
The boots are waterproof, leather boots with seam sealed construction. The style number is located on the label on the tongue of the boot.
Problem: The hook of one boot can catch on the lace of the other boot, posing a fall hazard to the consumer.
What to do:
SAIL gift cards are a simple way to give the gift of adventure. They can be purchased and used both online and in store.
Gift cards:
SAIL gift cards are not eligible for returns, exchanges or refunds.To check the balance of a gift card, contact Customer Service at info@sail.ca.
SAIL gift cards can be used to purchase most products sold at SAIL, both online and in store.
When making a purchase:
Please note:Gift cards cannot be used to purchase another gift card;In case of loss, theft or unauthorized use, SAIL cannot guarantee the replacement or refund of a gift card.
SAIL gift cards are available:
Quebec
Ontario
Bonheur cards are accepted as a payment method at SAIL stores for the purchase of eligible products, in accordance with the program terms and conditions.
Bonheur cards:
Bonheur cards are available through several retailers, including:
Balance and expiration
The date indicated on the back of the card corresponds to the expiration date of the physical card only. The balance on the card never expires.
If a balance remains after the date indicated on the card, call 1 833 250-4478 to receive a replacement card at no additional cost.To check your balance, review the program terms and conditions or receive assistance:Phone: 1 833 250-4478Website: cartesbonheur.ca
During your first visit to sail.ca, the Beloeil store is selected by default when you check the in-store availability of an item.
You can select a different store at any time from a product page to view item availability at the store of your choice. The quantities displayed will automatically update based on the selected store.
Your selection will be saved for future visits if you use the same browser and do not clear its cache.
SAIL stores offer a variety of services to support your outdoor activities.Depending on the store location, the following services may be available:
Some technical services are also available:
Service availability may vary by store location.
If an item is not available in store, a sales consultant can help you place an order.
Depending on availability, the item can be:
In some cases, an item purchased in store can be shipped directly to your home.
Delivery times and applicable fees are similar to those for online orders.
This option is subject to product availability and logistical capabilities.
Product availability may vary:
Information displayed online is updated regularly. However, we recommend contacting the store directly to confirm the availability of an item.
Certain in-store policies apply when visiting a SAIL store, including:
Additional conditions may apply depending on the nature of your visit or the products purchased.
Products from brands other than SAIL are generally covered by a warranty provided by their manufacturer.
Warranty terms, coverage periods and applicable conditions may vary from one brand to another.
To learn more about a product’s warranty coverage, consult the manufacturer’s documentation or contact Customer Service.
SAIL and Borealis branded products are covered by a limited 2-year warranty against defects in manufacturing and materials resulting from normal use.
This warranty applies from the date of purchase and covers issues resulting from the product's materials or manufacturing. A valid proof of purchase is required for any warranty claim.
A warranty generally covers manufacturing defects or issues caused by the product’s materials or design under normal use.
Depending on the product and the applicable warranty, the resolution may take the form of:
The product must be evaluated before any decision can be made regarding a warranty claim.
A warranty generally does not cover:
Additional exclusions may apply depending on the manufacturer or product category.
When you submit a warranty claim, the product must be inspected to determine whether the issue is covered under the applicable warranty.
Depending on the situation, the following information may be required:
Following the assessment, SAIL or the manufacturer will determine whether the claim is eligible under the applicable warranty conditions.
To submit a claim, you can:
Any repair, replacement, credit or other applicable remedy will be determined in accordance with the warranty conditions of the product concerned.
The SAIL Customer Service team is available to answer your questions regarding:
Depending on the nature of your request, certain information may be required, such as your order number or proof of purchase.
Online chat allows you to get help quickly with questions about SAIL products, orders and services.Live chat is available:
When available, the chat option appears on the website.If no agent is available, you can use other contact methods or send us your request by email.
Customer Service availability may vary depending on the contact method used.
Current Customer Service hours are displayed on the contact page of the SAIL website.
Requests received outside of these hours will be processed as soon as possible during Customer Service hours.
EmailFor any information or support request:info@sail.ca
We are committed to responding to your email within 48 hours.
Live chatLive chat is available directly on sail.ca during chat hours.
In storeYou can also get assistance from SAIL store employees with any questions regarding a purchase, return, warranty or product.
A recent purchase may not yet appear in your SAIL account history. However, it is currently being processed.
You will receive a confirmation email shortly with a tracking number to track the shipment of your purchase.
On sail.ca, the following payment methods are accepted: credit cards (Visa, Mastercard, Discover and American Express), SAIL gift cards, Shop Pay, Google Pay, Apple Pay and PayPal. PayPal Pay in 4 is also available for eligible purchases between $30 and $1,500. For orders containing a firearm or crossbow, only credit cards are accepted.
Start by checking the tracking link you received by email to verify the status of your delivery. If the expected delivery date has passed or your package appears to be lost, contact Customer Service with your order number.
Orders are generally processed within 72 hours following purchase. Once an order is shipped, delivery typically takes between 2 and 10 business days, depending on the destination.
As soon as your order ships, you receive an email with a tracking number. This allows you to track the status of your delivery in real time.
You can return items in store or by mail, subject to applicable conditions. Items must be new, unused and returned with proof of purchase and original labels and packaging. Exchanges are available in store only. Certain exclusions apply, including for regulated and final sale products.
If you find an identical product offered at a lower price by a Canadian retailer, you can request a price match or a refund of the difference within 14 days of purchase. Valid proof is required, and certain exclusions may apply.
When shopping online, you can enter your promo code in your shopping cart, below the order summary, before completing your purchase.
Check that your promo code is still valid and meets all applicable offer conditions, including product exclusions, the promotion period and, where applicable, the required minimum purchase amount. Some promotions apply only to regular-priced items. Only one promo code can be used per transaction.
You cannot modify an order once it has been placed. An order can be cancelled only if it has not yet been processed or shipped. If you wish to cancel an order, use the live chat service during operating hours to contact Customer Service. You can also send your request by email and include the word “Cancellation” in the subject line so it can be prioritized before your order is shipped.
Standard shipping is free for eligible orders of $74 or more before taxes. For orders under $74, a shipping fee of $10 plus taxes applies. Additional charges may apply to certain items that are oversized, heavy or subject to specific conditions.
