FAQ | Trotac Marine | Victoria, BC
(250) 386-2341



Explore our Frequently Asked Questions for streamlined e-commerce operations. From easy navigation to seamless transactions, find answers to your questions. Set sail with confidence and embark on a hassle-free shopping experience. Ahoy, let's sail together!

Shipping and Delivery: Questions related to shipping methods, delivery times, tracking orders, and international shipping options.

A: If an item only shows "Pick up in store" as a shipping option, it will not be shipped unless you contact us via email or phone beforehand. Rest assured, we are working towards expanding our shipping options to include most of our items in the future.

A: Once an item has left our store, we cannot assume responsibility for any actions or delays caused by the shipping carrier. We kindly request understanding that we are unable to provide refunds for delays beyond our control on the carrier's side.

A: We strive to fulfill orders within 24 hours of receiving them. Please note that if an order is received on a Saturday or Sunday, it may take slightly longer to ship.

A: While some categories in our webstore may currently be empty, please note that we regularly add new products. It may take time to upload our entire inventory. This doesn't necessarily mean the product you're looking for isn't available in our physical store. Please give us a call, and we'll gladly double-check for you.

A: Currently, our shipping services are available exclusively within Canada. However, we have plans to expand and offer international shipping in the near future.

Payment and Pricing: Queries regarding accepted payment methods, currency conversions, pricing details, discounts, and promotions.

A: We utilize the trusted payment gateway platform, Authorize.net, which is a wholly owned subsidiary of Visa (NYSE: V).

A: To ensure efficiency, we place a temporary hold on the funds in your credit card before capturing them. This allows us to conduct a physical check of the product availability in your order. If, during this check, we determine that the product is unavailable, we will void the transaction and release the funds back to your card.

A: Please note that the terms and conditions, payment forms, prices, shipping discounts, and other policies may vary between our physical store and our online store. By making a purchase either in our physical store or through our online store, you acknowledge and accept that the terms and conditions, payment forms, prices, shipping discounts, and other policies may differ between the two platforms. This ensures transparency and clarity regarding any potential differences in policies and offerings between our physical and online stores.

Order Process: Common queries about how to place an order, order status updates, modifying or canceling orders, order confirmation, and returns.

A: In the rare event that our physical stock is not accurate, we may have to cancel your order. We apologize for any inconvenience caused and strive to minimize such occurrences. We prioritize checking the availability of items before capturing funds from your credit card to reduce the impact on our customers.

, and returns

A: Please note that quantities, prices, descriptions, product names, and stock levels provided on this site are subject to change and may not always be 100% accurate, complete, or current. While we strive to maintain updated information, there can be instances where discrepancies arise. In rare cases, this may lead to the cancellation of orders if we discover that the items are not available as indicated or if there are inaccuracies in the product descriptions. We apologize for any inconvenience caused, and we reserve the right to cancel orders based on accurate stock availability and product information. We are continuously working to improve our inventory management process and ensure that the information provided is as reliable as possible for our valued customers.

A: You can find it at this link: Returns & Shipping

A: No, unfortunately, cut materials, including rope, wire, and similar items, are not returnable. Once these products are cut to a specific length or size, they cannot be restocked or resold. We encourage customers to double-check their measurements and requirements before purchase to ensure complete satisfaction with their order. If you have any questions about the products, feel free to contact our customer support team for assistance.

A: We apologize, but fishing-related products are not returnable. We recommend carefully reviewing product details and specifications before placing an order. If you encounter any issues with your fishing-related purchase, please reach out to our support team, and we'll be happy to assist you in finding a suitable solution.

In-Store pickup: Questions related to In-Store pickup orders.

A: We appreciate your enthusiasm for picking up your order promptly! However, we kindly request that you wait until you receive a confirmation email from us before coming to the store for pickup.

A: Once your order is ready for pickup, we will send you an email notification with all the necessary details. Please keep an eye on your inbox for this confirmation.

A: Absolutely! If you prefer, you can call our store at (250) 386-2341 to inquire about the status of your order and confirm its availability for pickup.

A: We strive to have orders ready for pickup within 24 hours from the time the order is placed. However, please note that orders placed on weekends may take a bit longer due to reduced operational hours.

A: To ensure a smooth and efficient pickup process, we kindly ask that you wait for the confirmation email before arriving at the store. This helps us prepare your order accurately and ensures a hassle-free experience for you.

Privacy and Security: Questions addressing data protection, secure transactions, information handling, and security measures in place.