Frequently Asked Questions

ONLINE ORDERING

Why is my account login information no longer working?

We have moved to a new website platform to better serve our customers and you can now login with your Canadian Tire Triangle ID. 

First time logging in?

• Use your existing Triangle or Canadian Tire ID
• Already have a Mark's account? Get started by creating a new password

Do I have to have an online account to make online purchases from Marks.com?

No. You do not need to have an account to purchase products online, though it does provide additional benefits like access to your previous orders, ability to store your address and credit card information to make future purchases easier and access to your Triangle Rewards information if you are a member of the program.

What if I forget or want to change my password? 

You can select to use our Forgot Your Password feature. From the Sign In screen, click on the "Forgot Your Password" link. Enter your email address and click on "Send Password". You will receive an email with a temporary password that you will be able to change the next time you are logged in.  

You may also wish to change your password from time to time. To do so, sign in to your account and then select "Personal Information" in the navigation. Then, locate "Change Password", click edit and follow the instructions.

Is my online confirmation page considered an official receipt?

No, your Official Sales Receipt will be provided to you when you complete your pick-up transaction at the store. If your order was delivered to your home, the receipt will be provided with your shipping documents.
For all orders, we are now happy to provide you with an e-reciept in your completed 'Thank you' email.
Please keep a copy of your receipt as you will need it to return or exchange your item(s).

Why am I seeing a notification that my store isn't accepting online orders?

Some stores may briefly pause online orders to help manage unusally high levels of demand. Feel free to check back again later, or switch to another store currently accepting online orders.

Can I place an online order on for someone else? How can I make sure the recipient knows the order is ready to be picked up or has been shipped?

Yes, you can place an online order for someone else to pick up or have delivered to them.

By providing the recipient’s name, email address and shipping details (if Ship to Home) during the checkout process, they will be informed when the order is ready for pick up or has shipped. If you have not provided the recipient's email address, it will be your responsibility to contact them when the order is ready and provide them with the Ready for Pick Up or Shipped email. If you are providing the recipient’s email address and shipping information, please make sure you have their permission to provide it to us.

Does Marks.com use cookies?

Marks.com uses cookies to remember information you gave us so that you don't have to re-enter it each time you visit.

PICK UP AT STORE

When will my order be ready for pickup in-store?

Order online before 2pm and pick up the same day or next day if you order after 2pm – check the product page for confirmation. Subject to inventory availability.

We will email you once your order is completed and ready for pick up. Though, if you try to pick up your order before you receive this email, it likely won't be ready for you. So the moral of the story: wait for that pick-up email!

How do I pick up my purchase?

It's super easy. You'll receive a few emails from Mark's: a confirmation email that your order has been received, another email stating your order has reached our fulfilment system, and a third email letting you know that your order is ready for pick up. Once you receive the third email, you're all set to pick up your order.

Where will I pick up my item in-store?

That's a solid question. Simply ask any store associate or head to the checkout counter and provide your name or order number. And voila, your order will be handed to you.

Do I need to bring anything with me when I pick up my order?

All you need to bring is a valid government ID and your order confirmation email.

Is there a minimum purchase amount required?

We wouldn't do that to you. There are no minimums. You can use Click & Collect to order anything - even our cheapest pair of socks. And who doesn't need socks?

How long will my item(s) be held?

Once you receive the confirmation email that your items are ready for pick up, you'll have 10 days to retrieve your order. That's plenty of time!

Can I get someone else to pick up my order for me?

You sure can, as long as you added them to your authorized pick-up list when you checked out. They'll just need to bring a valid government ID.

Can I buy gift cards online and pick them up in store?

You sure can. Who are we to stand in the way of you picking up gift cards?

Can I pick up my order at any Mark's store?

Select Mark's stores are indeed pick-up locations. You can see which stores are Click & Collect pick-up location when going through the checkout process and selecting your store.

Can I use "Express PayPal" if I want to pick up in store?

No, you'll need to use the regular checkout process in order to choose a pick-up store. But the good news is, once you select your pick-up store, you'll be able to choose PayPal as your method of payment. So it's still win-win.

What happens if I'm unable to pick up my order?

Hey, we get it. Life happens. But not to worry, if you can't make the pick-up deadline - outlined in your pick-up email - the order will automatically be refunded to the method of payment you used. And if you still want those items, you'll need to reorder them through the marks.com website. See, no big deal, right?

What if my pick up at store order is cancelled?

In circumstances beyond our control, such as inventory availability, we may have to cancel your pick up at store order after it is placed.  You will be notified via email and your form of payment will be refunded.  If you still want your product(s) please place a ship to home order. 

Free shipping available† 

Free shipping applies to orders of $99 or more*.

†Qualifying amount may change. The free shipping credit applies to the shopping cart total of $99 or more (prior to taxes).

SHIP TO HOME

What is your method of shipping?

To ensure your order is delivered safely and directly to you a shipping carrier is automatically determined by Mark’s.

What are your shipping fees?

Orders will be charged a standard shipping charge of $8.50 plus applicable taxes. We will not charge you taxes on Gift Cards.

When will my order be delivered?

At Mark's, our goal is to have your order delivered within 3-7 business days (remote locations may take longer).
 

How can I track my order?

As soon as your order is shipped, you will receive an update email with the tracking number that will enable you to track your order online. Your order may be split and sent in multiple shipments in order to get your items to you faster! If this happens, you will receive multiple shipment notifications.

Why did I receive more than one order confirmation and shipping notification?

You will receive an initial email confirmation that your order has been submitted, with the amount of your order, any shipping, promotions, applicable taxes and total amount. When your order has been shipped you will receive a confirmation email. Your order may be split and sent in multiple shipments in order to get your items to you faster! If this happens, you will receive multiple shipment notifications.

If you used a credit card for your method of payment it will be pre-authorized at the time the order is placed and charged when the items are shipped, if items are shipped separately you will see separate charges.

Delivery Information

Once your order is placed on-line you will be emailed an initial email notice about your order (sub-total, promotions, discounts, shipping fee and taxes) and the total charged to your method of payment.

Credit cards are pre-authorized with the purchase amount at the time the order is placed and the card is fully charged when items are shipped. If you have also used a Mark's, the total amount will be reflected in the balance charged to your credit card. This information will be sent to the email address you provided to us in your order, so please ensure you provide us with the correct information.

You will receive an email confirmation with the order number associated with your order, you will need this number to inquire about your order if you are a registered customer (so that you can track your order online) or when/if you call customer service about your order.

As soon as your order is shipped, you will receive an update email with the tracking number that will enable you to track your order online.  

Your order will arrive with a Packing List. Do not throw this out, since this is the receipt Mark's requires for you to exchange or refund your order.

If you do not receive your goods within 10 business days, please contact us at marks.customer.service@canadiantire.ca or  1-866-339-1626.

You will receive an initial email confirmation that your order has been submitted, with the amount of your order, any shipping, promotions, applicable taxes and total amount. When your order has been shipped you will receive a confirmation email. Your order may be split and sent in multiple shipments in order to get your items to you faster! If this happens, you will receive multiple shipment notifications.

If you used a credit card for your method of payment it will be pre-authorized at the time the order is placed and charged when the items are shipped, if items are shipped separately you may see separate charges.

Can you ship outside of the country?

At this time we do not ship outside of Canada.

SAME-DAY DELIVERY

With the pending plastic bag ban, how will my item(s) be packaged for delivery? 

As stores work through their remaining plastic bag inventory, Same-Day Delivery orders may require the purchase of reusable bags depending on the size of the items being purchased. During the checkout process, we will estimate how many reusable bags will be required based on the items in your cart. The final number of bags used to pack your order will be validated and reflected on your receipt.

What is Same-Day Delivery?

You can now place an order on marks.com and lequipeur.com to get eligible products faster! Same-Day Delivery is available for delivery seven days a week, for select stores and postal codes. Orders will be delivered the same day or the next day, depending on when the order was placed.

Where is Same-Day Delivery available?

Same-Day Delivery is available at select Mark's and L'Équipeur locations. You can check if your order is eligible on any product page or in your shopping cart.

How much does Same-Day Delivery Cost?

Same-Day Delivery starts at $9.99 per order. You can check estimated shipping fees on the product page or in your cart prior to checkout. The delivery cost will be reflected in your order total once you select Same-Day Delivery in your shopping cart. 

When will I receive my order?

You can visit a product page or see Ship to Home options on the cart page to see when a Same-Day Delivery order would be delivered.

What should I do if there is a problem with my order?

If there is an issue with your order, please contact 1-866-339-1626

Can I get contactless delivery?

Yes, when you checkout you will have the ability to select your Drop-Off Options. Here you can select “Hand it to me” where the item must be handed to you, or “Leave it at my door” if you would prefer a contactless delivery. You will also have the option to provide additional drop off instructions in this section.

What can I order for Same-Day Delivery?

Most products are available for Same-Day delivery. Hazardous items, items that are oversized, or heavy may be excluded for eligibility. 

How far can you delivery from a store with Same-Day Delivery?

Same-Day Delivery is available for any delivery addresses that are within 10km from eligible stores.

Will the delivery fee be refunded if I return my order?

No, the delivery fee associated with Same-Day Delivery is non-refundable.

How do I track my order?

You will receive an email with a link to track the status of your order once it has been picked up by the carrier. You will also receive SMS notifications when your order is on its way and when the delivery driver is approaching.

ORDER STATUS & MODIFICATION

How do I check the status of an order I have placed?

As soon as your order is shipped, you will receive an update email with a tracking number that will enable you to track your order online. If you are a registered customer, you may also track your order online via the "My Account" page located in the ORDER HISTORY section. If you do not receive your goods within 10 business days, please contact us by marks.customer.service@canadiantire.ca or 1-866-339-1626

I realized that I made a mistake after placing my order - can you change it for me?

e regret that we are unable to change orders after they have been submitted. We have a 100% satisfaction guarantee, so if you're not satisfied with your product once you receive it, you may visit any Mark’s store or mail your product back to us for refund. For full details of our return policy, please CLICK HERE.

Can I cancel my order?

Our system is designed to process and ship orders immediately however you may have a small window of time to cancel your order via the following methods:  

• Click on the 'Cancel Order' button on the order confirmation page that is displayed immediately after you place an order
• Click on the 'Order Status' link on your confirmation email
• Call our Customer Service team immediately at: 1-866-339-1626

We have a 100% satisfaction guarantee, so if you're not satisfied with your product once you receive it, you may visit any Mark’s store or mail your product back to us for refund. For full details of our return policy, please CLICK HERE.
 

I forgot to add an item to my order. Can you add it for me?   

We are unable to add items to orders after they have been placed. However, you can simply place another order with your missing item.

PAYMENT TERMS

What methods of payment do you accept online?

When are online payments processed?

Credit cards are not charged until order items have been shipped. For your security, your billing name and address should match that of the credit card used for payment. We reserve the right to cancel any order that does not meet the above criteria.
 

Promotion & Discount Codes

Many promotions and discounts featured on lequipeur.ca will be applied automatically in the Shopping Cart. However, in some instances, you may receive a Promotion/Discount Code that you will need to enter during Checkout.

Follow these simple steps:
In your Shopping Cart, or on the Payment page or the Review Your Order page during Checkout, enter the Promotion/Discount Code.

Click "Apply".

If your order meets the requirements for the Promotion/Discount Code, the discount will be displayed immediately in the payment summary.

Please note: Promotion/Discount Codes are case sensitive. A code must be entered exactly as it appears.

Sales Tax

Government laws require that we charge applicable sales tax on all taxable orders.

GST is charged on all orders. Unfortunately, we cannot verify GST-exempt status at the time an order is placed online. If you are eligible for a GST-exemption, please file a rebate claim is available on the Canada Revenue Agency website.

Retail sales tax (RST) is applied to taxable orders based on the shipping destination. Our online order system is able to apply only RST exemptions based on the tax status of the good and not the purchaser. If you are eligible for an RST-exemption that was not applied to your order, please file the applicable rebate claim with your provincial tax office or contact our Customer Service Department at 1-866-339-1626.

Sales tax is not applicable on the purchase of Online Gift Certificates or Retail Store Gift Cards; however, taxable items paid for with an Online Gift Certificate or a Retail Store Gift Card will be charged applicable sales tax.

Can I pay for my purchase with a combination of credit cards?

We can only accept one credit card per transaction.
 

If I place an order to be picked up in another province, which sales tax rate will I be charged?

When you place an order with a store in another province, that province's sales tax will be applied to your order. Some provinces collect PST plus GST, some collect GST only, and some collect HST only.

For example, if you live in Alberta and you place an order with a store in Ontario, the Ontario HST (13%) will be applied to your order. If you place an order to be picked up in Nova Scotia, the Nova Scotia HST (15%) will be applied to your order.
 

Can I make a purchase under my tax-exempt status?

To make purchases exempt from tax, Mark's requires that documentation be provided at the time of purchase, which is not possible in our online environment, you will have to pay tax at the time of purchase. Please contact Customer Support at 1-866-339-1626 and they can help direct you to the required forms to receive post purchase reimbursement from the appropriate provincial or federal government.

What are your GST or QST numbers?

Both numbers provided below are for Mark’s Work Warehouse Ltd.:

GST number: 10353 1919 RT0001

QST number: 10024 77757 TQ0001

PayPal is an alternate method for purchasing your order on Marks.com and L'Équipeur.com. It enables any individual or business with an email address to securely send payments online. With a PayPal account, you can choose to pay with your credit card, debit card, bank account, or PayPal account balance for any purchase you make. Your credit card and bank numbers are never seen by the seller or merchant. Plus, you're 100% protected against unauthorized payments sent from your account.

PayPal Conditions

If you select PayPal as your payment option, you will continue through the standard checkout process then automatically proceed to paypal.com to complete your payment.

Once you have been redirected to paypal.com, you will have 25 minutes to complete the payment before your order is dropped.

If PayPal is used for payment, the item(s) may be returned to our Marks retail store locations to receive a refund. Paypal returns at our Marks retail store locations will credit the debit or credit card attached to your paypal account. 

How does PayPal work?

PayPal is used to securely send payments over the internet. You can choose to pay from your PayPal account balance, a credit card, debit card, or bank account. To make a PayPal purchase, select PayPal during checkout on the Marks website and choose your method of payment. Your funds are transferred immediately and securely.

What is different about PayPal Express Checkout?

You may see the PayPal button or link while in your shopping cart; this allows you to skip steps in the checkout process to submit your order faster than regular checkout. By clicking this link, Marks.com will use the default shipping and billing address and payment information associated with your PayPal account that you’ve already set up. You will be directed to PayPal without having to enter any information into the checkout process in Marks.com.

If you’ve signed into Marks.com account while shopping and have an address setup as part of that account, PayPal Express Checkout will still use the shipping and billing address associated with your PayPal account and not your Marks.com account. 

How Do I Create a PayPal Account?

To get started, simply fill out the PayPal registration with your desired account type, country of residence, home address, and login information.

Sign up for PayPal

How secure is PayPal?

PayPal is highly secure and committed to protecting the privacy of its users. Its industry-leading fraud prevention team is constantly developing state-of-the-art technology to keep your money and information safe. When you use PayPal to send money, recipients never see your bank account or credit card numbers.

How Do I Contact PayPal Customer Service?

For the fastest response, you may access the user-friendly Help Center. Developed by the PayPal Customer Service team, this Help Center contains a comprehensive information database. Simply type a question into the search box to receive a complete answer.

If you do not find the information you need in the Help Center, PayPal Customer Service representatives are available to assist you. Send an email for a prompt response or contact PayPal directly by phone:

Customer Service: 1-402-935-2050 (a U.S. telephone number)

4:00 AM PDT to 10:00 PM PDT Monday through Friday

6:00 AM PDT to 8:00 PM PDT on Saturday and Sunday