FAQ

My Account & Password
Why can't I log into my account?

In order to ensure your account information is safe and secure, we did not migrate any password information to our new website platform. You will need to reset your password in order to log into your account. To do so, please click here to access the login screen, then select "Forgot Password"?

How do I create an account?

If you have not yet registered with GrouseRiver.com, please click here to set up your customer profile.

You may also checkout as a guest and set up your account once you have completed your order.

How do I edit my account information?

Log in, and click the "My Account" link at the top right of our site to login and edit your account information.

I forgot my password.

To reset your password, please click here to access the login screen, then select "Forgot Password"?

Pricing & Billing
I need a copy of my receipt/invoice.

Click the "My Account" link at the top right hand side of our site and select “Order History & Returns”. Under the “View Order Details” link, you will be able to download and print a pdf of your past sales orders.

What are my payment options?

All prices on our website are in Canadian dollars and all order totals are in Canadian funds. During the checkout process you may choose from either MasterCard or Visa to pay for your purchase.

Why do you need to authorize my credit card?

We authorize credit card payments to ensure that the accounts are valid when your order is placed. An authorization is not a true charge, but may show up on your credit card charges section of your credit card and the funds will be held. Generally speaking, an authorization will be removed from your card in approximately 10 days or as soon as the payment is captured.

When will my credit card be charged?

Your credit card will be charged at the time that your order is shipped.

When returning items, how soon will a credit appear on my account?

Please allow 7-10 days from the time we receive your item(s) for a credit to appear on your account.

Order Status & Shipping
My country isn’t listed as a shipping option.

Due to the nature of many of the items that we sell and strict import/export regulations, we are only able to offer shipping to clients within Canada.

Has my order been shipped?

Once your order has been processed for shipping, you will receive an e-mail from our shipping department.



You can also check your order status, click the “Login” link at the top right of our site. Under the “Overview” tab, you will see your order status.

How do I change quantities or cancel an item in my order?

Once an order has been placed, please contact us at 1.877.547.6873 or email us to edit your order. Note that once an order has been shipped we are unable to edit, but would be pleased to help you process a return or exchange.

My order didn’t arrive

Click the "Login” link at the top right of our site. Under the “Overview” tab, you will see your order status. If your package status has been marked “Shipped” please click “Track Items” to view the status of your delivery. If your order shows “Delivered”, please contact the shipping company directly.

I received the wrong item

If you feel as though you did not receive the item that you ordered, please contact us at 1.877.547.6873 or email us and we would be happy help!

When will my backorder arrive?

Most items on our website are available for backorder if they are not currently in stock. Our objective is to get your gear in your hands as quickly as we can while keeping your shipping costs as low as possible. If you have multiple items on backorder, we will hold any incoming items for 3-months to consolidate them into a single shipment. If any items have been held for longer than 3-months, we will collect payment for any in-stock items and ship them. Any additional backordered items needed to complete your order will be shipped using the same 3-month system. All backorders outstanding more than 365 days will be cancelled. Unless you instruct otherwise, please note when stock does arrive we will be processing the credit card on file.

Buyers Guide
How do I buy or redeem a gift card?

Gift Cards are available in a variety of price quantities and can be purchased as a Traditional Gift Card or an E-Gift Card. Our Traditional Gift Cards are mailed directly to the recipients’ home address. E- Gift Cards are emailed to the recipient and are available to use immediately online, in store or by phone. Make sure to check your junk emails if info@grouseriver.com is not already in your safe senders list.

If you wish to purchase a Traditional Gift Card that is mailed to your home address please click on the link below.

www.grouseriver.com/Gift-Cards-Traditional

If you wish to purchase an online E- Gift Card that you can use immediately online, in store or by phone, please click the link below.

www.grouseriver.com/Online-Gift-Cards

Redeeming your Traditional Gift Card or E-gift Card is easy, simply add items to your cart, click to view your cart. Under the order summary, you’ll see a “Have a promo code?” link – simply click on the link to reveal the promo code box and enter your Traditional Gift Card or E-Gift Card Authorization code.

How do I navigate the site?

To navigate the site, simply use the navigation menus at the top of the site or type a product name or product code into the search box. If you are having any trouble locating a product, please feel free to call us at 1.877.547.6873 and we would be happy to help.

How do I use a coupon or promotional code?

After adding items to your cart, click the cart link at the top right of the site to view your cart. Under the order summary, you’ll see a “Have a promo code?” link – simply click on the link to reveal the promo code box and enter your coupon or promotion code.

How do I return or exchange an item?

For detailed instructions on how to process a return, please click here

I have an account. Will my history be remembered on other devices?

If you are logged into your account and add product to your cart, those products will re-appear in your cart if you log into your account on another device later. Note that eventually these items may be cleared from your cart if they are not purchased.



Privacy
How do I sign up for e-mail subscriptions?

Simply enter your e-mail address into the “Sign-Up for Our Exclusive Emails & Receive 5% Off Your Next Order!” section at the bottom of every page of our website and we will ensure that you are added to our mailing list. Or better yet, you can sign up for an account in the upper right corner of our site. This will allow your next purchase with us to be quicker!

If you have an account, you can also manage your subscriptions preferences by logging in, selecting “Settings” and “E-mail preferences”.

How do I opt out of e-mail subscriptions?

You can manage all subscription preferences in the “My account” section of the site under “Settings” and “E-mail preferences”.

Each of our promotional e-mail communications will also include an “Unsubscribe” link at the bottom of the message for your convenience.

Note that unsubscribing to our promotional e-mails will not affect your ability to receive receipts, shipping notifications or other order related communication.

Is your website secure?

GrouseRiver.com is protected with SSL (secure socket layer) encryption, the highest standard in internet security. SSL encryption ensures that all data and transactions remain completely secure and confidential.

As with any shopping site, if using a shared or public computer it is highly recommended to delete your browsing history prior to ending your session in order to maintain security of your account information.

Important Information for Ordering Firearms and Ammunition
Do you ship firearms and ammunition?



Firearms must be shipped individually and through an approved carrier. These items will be held for you to pickup at the nearest postal outlet, and photo ID will be required to claim them.



Orders for firearms and/or ammunition require a valid PAL (Possession and Acquisition License). Your PAL # and date of birth will be requested at the time of checkout and verified with the Canadian Firearms Program (CFP) prior to shipping your order.



When ordering restricted firearms, we will also require the following information during the checkout process:



- Your city of birth

- Purpose of use

- For customers purchasing a firearm for target shooting or practice, we will require the name of the gun club or range where you are registered. (Ontario residents are currently exempt from this requirement). Restricted firearms will only be shipped to the address you have on file with the CFP.



Please note that a short-term "Authorization To Transport" permit may be required to transport your restricted firearm(s) from the postal outlet to your place of storage. Please contact the CFP to obtain this permit.



Please call us at 1.877.547.6873 or email us with any questions or concerns. For information on the Canadian Firearms regulations, contact the Canada Firearms Center at 1.800.713.4000 or by e-mail at cfc-cafc@cfc-cafc.gc.ca