Customer Service, Frequently Asked Questions

Call Center: 1-800-265-6245 Email Us

Orders

  • 1. Where is my order?
    Orders normally take 24 - 48 business hours to process in the warehouse.

    In-Store Pick Up: If the items are shipping from our distribution center to stores for pick-up these general timelines apply
    Cabela’s stores:
    • Abbotsford, Calgary, Edmonton, Regina, Saskatoon, Winnipeg: 5-8 business days
    • Nanaimo, Barrie, Ottawa: up to 12 business days

    Bass Pro Shops stores:
    • Tsawwassen, Calgary, Vaughan, Niagara-on-the-Lake: 10 business days
    • Moncton, Halifax: 15 business days
    Ship to Home: If it is shipping to your address, you will receive a tracking number once it is ready to be shipped.

  • 2. How can I update my order?
    Please contact our Customer Service Representative immediately at 1-800-265-6245. If the order has been shipped, we may not be able to adjust the order.

  • 3. How do I place an order?
    You can place the order online or call us at 1-800-265-6245 and a Customer Service Representative will assist you.

  • 4. What are my options to pay for my order?
    We accept Visa, Mastercard, Amex, gift cards and prepaid credit cards. Unfortunately, we are currently not able to accept Visa or Mastercard debit and PayPal.

  • 5. When do I receive an order confirmation?
    If you place the order online, you will receive the email order confirmation within 60 minutes. If you place the order over the phone, you will receive an order number from the Customer Service Representative. When your order ships from our warehouse with UPS or Canada Post, you will receive an email with a tracking number.

  • 6. How do I track my order?
    In-Store Pick Up: When we ship your order for In-Store Pickup, we are unable to provide tracking information. The store will contact you when it is ready for pickup.

    Ship to home: When your order ships from our warehouse with UPS or Canada Post, you will receive an email with a tracking number. Note that orders with multiple items may ship from different locations. You may receive more than one tracking number.
    UPS
    Canada Post
    If your order requires a special carrier, please contact us for tracking information.

  • 7. I am a company. How do I place a large order?
    You can email us at B2B@cabelas.ca. Please provide your order details and shipping address and we will help you place the order.

  • 8. Why am I missing items in my order?
    Some orders ship from different locations, they can ship from our warehouse and/or retail stores. You should receive tracking information directly from the carrier (UPS, Canada Post) once the order or parts of the order have shipped. If you've ordered multiple products, you may receive multiple shipping confirmations. All items in your order may not ship at the same time.

    If you do not receive this tracking information after seven days of placing the order and you'd like more information about the shipment, please contact us by calling 1-800-265-6245 or by email. We will help you determine the status of your order.

  • 9. What is the difference between In-store Pick Up and Curbside Pick Up?
    In-Store pickup is a convenient way or ordering and then collecting it yourself from inside our store. When orders are shipped from our warehouse to the store for pick up, it takes up to 15 business days for the item to arrive.

    Curbside pickup is a safe and convenient way to pick up orders. With Curbside Pickup, you can place your order and we will notify you when your order is ready for pick up. When you arrive at the store, follow the instructions on the email and simply wait in your vehicle and our staff will bring the order to you.

  • 10. Do you price match?
    Yes, we do price match.

    If you find a lower advertised price at a competitor’s local retail store with the same item in-stock, simply bring the competitor’s current ad to a participating Cabela’s or Bass Pro Shops retail store and Cabela’s and Bass Pro Shops will honor such ad prices on identical merchandise (brand and model) at time of sale or within 30 days of purchase. Please see our general policies for more information here.

  • 11. Why does the item I try to order show purchase from store only?
    In-store purchase means we currently do not have stock of that item in our warehouse. The only way to purchase this item is to go into a store that has stock available.

  • 12. Why am I seeing multiple charges on my credit card?
    Before your item ships, you'll notice a pre-authorization hold in the amount of your order on your card statement. The pre-authorization validates the credit card number, status, available credit line and billing information to ensure that it matches exactly what the bank or credit card company has on file. At this point your card hasn't been charged yet.

    Once an authorization is received, you may notice a decrease in your available credit line. Your bank or credit card company may put a hold on this dollar amount for a specified period of time. Each financial institution has a different policy on the time period of authorization holds.

    Your credit card will be charged only after your item ships. When your order contains more than one item, Cabela's Canada will charge your card for each item individually after it ships. Since shipping times vary by item, your credit card statement may reflect individual charges for each item as it is shipped.

Shipping

  • 1. When do I receive an order confirmation?
    If you place the order online, you will receive the email order confirmation within 60 minutes. If you place the order over the phone, you will receive an order number from the Customer Service Representative. When your order ships from our warehouse with UPS or Canada Post, you will receive an email with a tracking number

  • 2. How do I track my order?
    In-Store Pick Up: When we ship your order for In-Store Pickup, we are unable to provide tracking information. The store will contact you when it is ready for pickup.

    Ship to home: When your order ships from our warehouse with UPS or Canada Post, you will receive an email with a tracking number. Note that orders with multiple items may ship from different locations. You may receive more than one tracking number.
    UPS
    Canada Post
    If your order requires a special carrier, please contact us for tracking information.

  • 3. How much will it cost to ship my order?
    Standard, Express and Expedited Orders: See here

    Oversized and Dangerous Goods: A Customer Service Representative will contact you with details on these additional charges once they have reviewed your order.

  • 4. I used the shipping promo code to place my order. Why am I being charged shipping?
    The shipping promo code only covers standard shipping. Overweight, bulky and dangerous goods, and remote locations requiring air staging do not qualify for free shipping. You can find the terms and conditions here.

  • 5. My tracking number show my package was delivered but I haven’t received it. Who do I contact?
    If your package shows delivered, please confirm the surrounding areas of your home. In the event you are still unable to locate it, you can contact us and we will launch an investigation. Please note this will take 7-10 business days.

  • 6. I placed an order to pick up from a Bass Pro Shops/Cabelas Canada store. How will I know when it is ready to pick up?
    The store will contact you when your item is ready for pickup.

Returns

  • 1. How do I return my order?
    Please see our return policy and if you still have any questions, please contact us.

  • 2. How long will it take to receive my refund? When the item arrives back in our warehouse, we will process your refund within seven business days. Please note; the refund timeline can vary based on your credit card provider.

Product Info

  • 1. Where can I see the warranty of a product?
    If you are outside of the standard return policy please contact the manufacturer of the product for warranty.

  • 2. Why does the item I try to order show purchase from store only?
    In-store purchase means we currently do not have stock of that item in our warehouse. The only way to purchase this item is to go into a store that has stock available.

  • 3. Where do I see available rebates and promotions?
    You can see all available rebates and promotions here.
    Please keep in mind that all rebates are maintained by the manufacturers. Bass Pro Shops and Cabela’s Canada have no ability to make changes or extensions to any rebate.

  • 4. I am looking for a part for an item. How can I order it from you?
    To obtain a part for an item, please contact the manufacturer and they will direct you accordingly.

  • 5. I don’t see the item that I want on your website. Can you order it for me?
    Unfortunately, we are unable to place special orders for items that are not on our website.

Firearms/Ammunition

  • 1. Do you purchase used firearms?
    All Cabela’s Canada stores purchase used firearms. Bass Pro Shops Canada stores currently do not accept firearms. For more information, visit https://www.cabelas.ca/usedfirearms or contact your local Cabela’s Canada store.

  • 2. Can I return firearms and/or ammunition?
    Firearms and Ammunition are final sale and cannot be returned. If the firearm you received is damaged or defective, please visit this link for warranty related information.

  • 3. I received an email that there is a problem with my Possession Acquisition License (PAL) information. What should I do?
    All personal and address information must exactly match the information provided on the order. If there is a discrepancy we will email you. Please follow the email instructions and let us know you have updated the required information by responding to the email. Note that it will take 24-48 hours for us to reverify your Possession Acquisition License (PAL).

    If you need to update your PAL information, please click here.

  • 4. Why do I see additional fees on my firearm/ammunition order?
    There are a few reasons you may see additional shipping charges on your firearm or ammunition order:
         • All long guns require a $7.50 shipping and handling fee that is not covered by standard shipping rates
         • If you order over 25KG’s of ammo, you will receive a freight quote obtained from a different carrier.
         • If UPS is unable to deliver ammunition to your address, you will receive a freight quote obtained from a different carrier.
         • Restricted firearms require a lock and a lockable case. You will be charged for these items.

  • 5. How do I purchase a firearm?
    You can purchase in-store, online or over the phone with one of our Customer Service Representatives. We require a valid Possession Acquisition License (PAL) and a valid method of payment.

  • 6. How long will it take for me to get my firearm?
    Once we verify your PAL, your order will be processed. For restricted firearms, we require a firearm transfer license to be completed before the firearm is shipped. This can take several weeks depending on your province/territory. Once we have the paperwork, the order will be shipped standard with Canada Post and require a signature upon delivery.

  • 7. Can I ship my firearm to a different address?
    Non-Restricted firearms can be sent to one of our retail locations for pickup by the PAL holder listed on the order or to the PAL holder’s address that the Canadian Firearms Office has on file.

    Restricted firearms must be shipped to the PAL holder’s address that the Canadian Firearms Office has on file.

Gift Cards

  • 1. How can I purchase a gift card?
    You can purchase Cabela’s Canada gift cards on our website, over the phone, in store and at many other convenient locations that sell retail gift cards (i.e. Safeway, Sobeys, Shopper’s Drug Mart, Shell). E-gift cards can be purchased here.

  • 2. How do I check my gift card balance?
    You can check the balance of your Cabela’s Canada gift card online

  • 3. Where can I redeem my Cabela’s Canada gift card?
    Cabelas Canada Gift cards can be redeemed online, in store or over the phone. They can also be used in all Bass Pro Canada locations. Bass Pro Canada/US and Cabela’s US gift cards can only be used over the phone or in store.

  • 4. Can I use a prepaid credit card to pay for an order?
    Yes, we do accept prepaid credit cards.

  • 5. What should I do if I lost my Cabela’s Canada gift card?
    If you have valid proof of purchase and the gift card number, contact us and we can send you a new card.

  • 6. Do your gift cards expire?
    Cabela's Canada Gift cards never expire or decrease in value.

  • 7. How do I purchase an e-gift card?
    You can place an order for an e-gift card here.

  • 8. I did not receive the e-gift card. What should I do?
    If you have not received your e-gift card, please check your junk or spam folder. If it is still not there, contact us and we will be able to resend it to you.

Customer Experience

    • 1. Do you allow pets in the store?
      We try to be dog friendly in all our retail locations where municipal bylaws allow us to. As we manufacture food onsite some municipal bylaws only permit service animals to be in the store. For more information regarding this, contact your local store.

    • 2. Where do I find information about your retail locations?
      You can find all our store hours and information here.

    • 3. I saw something on the US website. Why can’t I find it on the Canadian website?
      As we are separate entities, we do not always carry the same items. However, if you see something on the US website, you can place an order directly with them. This will be in US dollars and you will incur additional duty and brokerage fees.

    • 4. Do you have a military discount?
      Yes, we do. You can see it here.

    • 5. How can I check if an item is available at a Bass Pro Shops store?
      The best way to check stock and available items at a Bass Pro store is to contact your local store directly.