Frequently Asked Questions

Online Shopping

• How do I contact someone for online shopping help?

• Please call 1-800-669-1258 and press 2 or email onlinehelp@west49.com. Our online shopping representatives are available Monday through Friday 9am to 5pm EST. If you wish to contact West 49 for another reason please view our contact us page.

• How is my order shipped?

• West49.com offers UPS ground shipping within Canada for $7.95. If you are shipping to a P.O Box or an extreme rural addresses, your order will be shipped via Canada Post. Please allow 10-15 business days to receive your order.

• Do you ship to addresses outside of Canada?

• We are sorry, at this time we do not ship outside of Canada.

• Do you ship to PO boxes?

• Yes, we ship to PO Boxes via Canada Post.

• How long will it be before I receive my order?

• You should receive your order within 10-15 business days. Please allow additional time for shipments to rural addresses.

• What forms of payment do you accept?

• We currently accept Visa, MasterCard, PayPal and Interac Online for all orders.

• Can I use my All Access Pass on my purchase to earn/redeem All Access Dollars?

• If you are a registered All Access Pass member you can login with your email and password to place your order, your all access pass will be updated with your purchase. You can also redeem your All Access dollars on your web purchase if you are registered.

  Not a registered All Access Pass Member but you have a card? Create an account and register your card today!

• Is it safe to use my credit card on your site?

• YES!! Shopping at West49.com is safe. Our site is protected by SSL encryption technology and is Norton Secured powered by Verisign.

• When will my credit card be charged?

• Your credit card will be charged at the time your order is placed. Your order will ship as soon as it is available. Please note that the charge to your credit card can take anywhere from 3-5 business days to appear on your statement even though you are being charged immediately.

• What is the status of my order?

• Your order status will be available 24 business hours after your order has been placed, by simply logging-in and clicking on the “My Account” link at the top of every page of our site. From there, you will be able to view information about your order.

• Do you do back orders?

• West49.com does not back order, but you can check back regularly as our inventory is updated daily.

  ***UNAVAILABLE ITEMS***

  At West49.com, we strive to make ordering online as simple and customer friendly as possible. However, from time to time, items may become unavailable between the time your order is placed and when it is processed. If this happens to your order we will refund you the amount of the unavailable product to reflect the removal of that item from your order. The rest of your order will ship as planned.

• Do you offer gift cards?

• Yes, at West49.com we offer gift cards in specific denominations from $25 up to $250. These can be purchased both online and in-store.

  *** ALL Gift Card purchases are final sale and are NOT included in our return policy***

• I want to return my West49.com purchase! What do I do?

• If you are not 100% satisfied with your purchase, we will be happy to accept a return for a full refund (minus shipping charges paid both ways). Please visit our online return page for step-by-step instructions and further details on our return process.

  You can return your purchase up to 15 days from the original purchase date. Products must be in the condition they were received and in the original packaging.

  You may also return any product to any West 49 store. Please see our store locator for a full list of retail locations.

• Why is the product I ordered out of stock after purchasing?

• Due to increased volume on sale item purchases, sale items are subject to availability. If an item you have ordered is unavailable, you will be refunded for it.

All Access Pass & Gift Cards

• How can I check my Gift Card Balance?

• Email your gift card number to memberservice@west49.com and we will let you know your balance.

• How can I add a transaction to my All Access Pass?

• Any transaction that has occurred in the last 10 business days can be added to your registered All Access Pass. Please send your All Access Pass number and the following info from your receipt (the info will be along the bottom of your receipt, near the barcode) to memberservice@west49.com:

  Store #
  Cashier #
  Date of purchase
  TRN #

• How do I register my All Access Pass?

• If you do not yet have a West49.com online account click here to register an account. Enter your information and click on Yes under the All Access Pass logo next to it to add your card information and hit Register.

  If you do have a West49.com online account Sign in and visit the All Access Pass Home. Under the "Register your All Access Pass Today" header add your card information and hit "Register your pass".

• I lost my All Access Pass. Can I get a replacement card?

• We can definitely replace your registered lost/stolen all access pass. Please send the following info to memberservice@west49.com:

  1. All Access pass # or phone number that it was registered to
  2. Full Mailing address (Street, Apartment number, City, Province, Postal Code)

• I registered my All Access Pass, when can I expect to receive the $5 credit?

• As per the in-store signage, we ask that you allow 5 business days for your credits to be reflected on your account. Should you experience difficulty seeing your accurate balance after that time, please feel free to contact memberservice@west49.com:

• My Gift Card does not have a PIN number, how can I shop online?

• We can replace that with a card that does have one, if you send the following information to memberservice@west49.com:

  1. Original gift card number
  2. Full Mailing address (Street, Apartment number, City, Province, Postal Code)