FAQ and Important Information
Regarding Your Order !
all of the information below before ordering.
HOW TO CONTACT US
905-205-0074 - 1-866-218-5883
Monday 10:00-18:00 hrs - Tuesday 10:00-18:00 hrs - Wednesday 10:00-17:00 hrs - Thursday 10:00-18:00 hrs
Friday 10:00-18:00 hrs - Saturday 10:00-17:00
We're Open 6 Days A Week (Except Holidays) - 20 Fincham Avenue, Unit 5 Markham, Ontario L3P 4C8
Please take a moment to verify the information you have provided in your order quantities, sizes, colours. Double check the e-mail address and the shipping address you have provided. Even the slightest error or omission in your shipping address can prevent your package from being delivered successfully and will result in additional shipping charges plus any return shipping costs charged by Canada Post. Please make sure any unit, apartment, suite, and/or buzz number required is included.Incorrect shipping addresses will lead to return and reshipping charges to customer.
We are always adding new products to our site. Please check back frequently and join our Facebook page. In Facebook search Nine11gear on Facebook and join for new item info and exclusive prices. We are committed to providing you with the best selection, lowest prices, and best service possible. If due to technical difficulties the prices noted on your order are incorrect, 911 Gear reserves the right to contact the customer with the proper pricing before shipping.
Site Security: We do not sell your information or email addresses. We will not sign you up for any of our email notifications. You can do that on our main page or after you check out. During your purchase your credit card info is transmitted to our visa processor using an https connection that uses an SSL certificate by GeoTrust. We do not receive any of your visa, mastercard or any type of payment info.. We just receive an email confirmation confirming your card was accepted. Our site is scanned daily for malware and spam by sitelock. When entering your personal information into ANY SITE make sure the address line starts with HTTPS: and there is a lock beside it. Our SSL can be checked here
My order process email has a delivery date. Is that accurate ?: The delivery date is approximate delivery date set by Canada Post based on your location and based on a processing time for us of 5 days. There are various factors that can alter that delivery date. If the item is in stock it will normally ship from us within 7-10 business days. Most times quicker as we factor in possible holidays, shipping schedules and weekends in that processing time. If the item is out of stock the item will not ship until we have received it. This will delay that delivery date. Once the item is shipped the package is in custody of Canada Post and outside of our control. Weather, transportation issues, customs delays etc can alter the delivery date.
There is a error with my order address details. What do I do ?: If you discover any errors please contact us IMMEDIATELY by phone at 1-866-218-5883 or send us an email if after hours. If your order requires to be re-shipped due to an entry error on your part additional shipping charges and any fee's or return shipping charges by Canada Post will be charged to you.
How do I add something to my order ?: If you would like to make any product additions to your order please contact us via email or phone ASAP. We will be happy to assist in adding items to your order if done before Item is shipped.
I want to cancel my order: Please see RETURN / CANCELLATION link above.
Return & Exchange Requests: Once you have received your package, please STOP and verify the contents inside. If there are any problems with your order please contact us immediately 1-866-218-5883. Please contact us before you initiate the return any item. DO NOT return without contacting us first. Any packages returned without contacting us will be refused by us and this will increase the amount of time it takes to solve any issues.
Instructions to Return an Item.
1) Log into 911gear.ca
2) Go to "My Account"
3) Find the order the returning item was on. Click on "View"
4) The order will be open. Click on "Need to Return Product"
5) It will take you to the exchange page.
From there you can complete the return. When you ship the return back to us please ensure that you have sufficient insurance on the package for the value of the item in case it’s lost. Email us the tracking number and once we have it we will ship the new items to you. Please not in the event of a sizing return you will be charged shipping fee's for new product to be sent to you. We accept returns on defective items and sizing issues within 10 days of purchase.
We will replace the item at our cost. Return shipping to us is the responsibility of the customer. We will ship the replacement at no charge if the item is defective. If the item is a sizing issue for a size that you chose then you will be responsible for return shipping. We will not ship new item until the returned item has been received at our office. All returned items must be returned in original packaging and unused in resellable condition.
Return Shipping / Refund of shipping charges: We do not refund shipping charges. Please ensure items returned to us have sufficient insurance. Customers are responsible for return shipping. Please ensure there is sufficient insurance for the value of the item being returned. Lost parcels and cost of items lost are the responsibility of the customer. If insurance was placed on packages by customer returning the items the shipping company will reimburse you for the lost charges.
Returned item Condition: All returned items must be returned in original packaging and in good condition. Items that have been worn or abused or without packaging. Any item returned in non reusable condition will not be accepted and money will not be refunded. Alterations made to clothing such as items sewn on or items removed void the warranty on the items. Please try items on prior to sewing or removing parts of the clothing. All other returns / refunds are subject to a restocking fee minus original shipping costs. Please see our Return / Cancellation tab on the website. All orders cancelled before they have been shipped are also subject to restocking fee’s. Please see our Return / Cancellation tab on the website.
Are my items all in stock ? If you have any questions or would like to guarantee stock status before shipping, please contact us at email@example.com or call us toll-free 1-866-218-5883. In the case of a "Stock Shortage" we will contact you with further information. Our stock shortage procedures are posted below.
Payment Options: For online or telephone orders we offer payment by Visa, Mastercard, Interac, Paypal and Cheque or money order. Cheque or Money order orders will not ship until we receive payment and the payment has cleared the banks holding period.
Our PAYPAL address: 911gear at 911gear.ca
Visa / Mastercard : When you place your order using a credit card the system verifies that the card number is valid and the appropriate funds are available only then the charge is processed. The next step of verification is to validate the billing information you provided online. Please note the billing information you enter online must match the name and address listed on your credit card statement. This information is used for verification purposes only. If you need to use a different shipping address please call us.
Defective Merchandise / Warranty: If after removing your products from the packaging you discover there is an item missing, malfunction, faulty workmanship, or damage during delivery please contact us IMMEDIATELY. We will only accept a missing Item or broken product request within 7 days of delivery date. You can call us at 1-866-218-5883 or contact us at firstname.lastname@example.org.
All returns must be accompanied by the products original UNDAMAGED packaging. If packaging is not included or damaged an addtional 10% fee (on top of any restocking fee's if applicable) will be charged. E.g taped boot boxes, labels stuck onto boot boxes from shipping, ripped packaging etc. Alterations made to clothing such as items sewn on or items removed void the warranty on the items. Please try items on prior to sewing or removing parts of the clothing.
In the event of a warranty issue please call us first. Warranties on all items are provided by the manufacturer. in most cases details of the manufacturers warranty are included in the original packaging of your product. In some cases manufacturers don't include it. If its not included in or on the packaging please contact us. Most manufacturers require warranty items to be shipped directly to them. Please contact us if unsure.
Please note manufacturers warranties DO NOT cover wear and tear or misuse / abuse. The manufacturers make the decision on whether the damage is manufacturers defect (covered) or not covered.
We guarantee 911 Tactical Gear products from defects for different periods of time. We do not guarantee against abuse or alterations. We will decide after seeing the item if it is covered under warranty. The shipping for items shipped back to us for warranty will be at the buyers expense. In the event the item is covered under warranty shipping of the new item will be paid for by the customer.
Please note some manufacturers will request we ship the items back to them. PLEASE CALL US if you have an issue with an item.
Computer Errors The internet and internet connections are not always dependable. Sometimes there are glitches in transactions or in payment processing. We reserve the right to cancel orders and refund in the event an error occurs. Double clicking on transactions, simple disconnections or even program glitches can cause errors in transactions. In the event you feel your error was wrong contact us and we will investigate. Any errors either by programs, shopping cart issues or by internet connections are not our responsibility. We reserve the right to cancel those transactions and refund you the customer.
International Shipping: We ship to teh U.S. Shipping costs for overseas orders are expensive. As a result we've stopped shipping overseas.
Shipping / Tracking Information ***
Please allow 7-10 business days from date of order for your order to ship from us to you. The delivery date in your order process is an approximate delivery date set by Canada Post based on your location. There are various factors that can alter that delivery date. If the item is in stock it will normally ship from us within 7-10 days. Moost times quicker as we factor in possible problems in that processing time. If the item is out of stock the item will not ship until we have received it. This will delay that delivery date. Once the item is shipped the package is in custody of Canada Post and outside of our control. Weather, transportation issues, customs delays etc can alter the delivery date
Please ensure your address is correct in your order. A common mistake is that customers forget to put apartment, unit numbers or other details that aid in the delivery of the package. Please ensure your delivery address is correct when placing your order. If your address is not correct call us immediately so we can rectify this. If you wait until after the order is processed there will be additional costs. If your package is returned to us due to incorrect addressing on your part, you will be charged the Canada Post charges to return the package to us (cost of original shipping charge you paid to get the package to you) plus the amount to reship the package to you. If you originally paid $8.00 for shipping, Canada Post will charge $8.00 to return the parcel to us. We will then charge an additional $8.00 to re-ship the package to you. Your original shipping charge of $8.00 has now become $24.00 plus taxes.
Canada Post will email the tracking info for your order the night the order ships. Tracking emails are sent out in the evening at approximately 9 PM EST on the day your order was processed for shipping. If you have not received an email please let us know. If your order contains item(s) that require additional processing time (boots, body armor or any out of stock items order items) then you must factor this into your delivery timeline. For example : Boots require up to 5-7 business days processing before your order is shipped. This is due to the fact that some items have to be ordered from the manufacturer and are not part of our regular stock. This 7 business day processing time is on top of the shipping timeline you select.
Please Note: If you do not receive your order roughly within these expected delivery times please contact us immediately so we can look into your shipment for you. We will contact Canada Post for you and resolve any issues that may arise. Alternatively, you can call Canada Post direct with any inquiries at 1-888-550-6333. Be sure to have your tracking information handy if you call them yourself.
Delivery Lead Times: Shipping Times (Approx) ***
Priority Service = Next business day if ordered before 10AM (excluding weekends & holidays)
XpressPost = 1-3 business days (excluding weekends & holidays)
Expedited/Regular shipping = 1-7 business days (excluding weekends & holidays) Depending on yourlocation.
Please note if Canada Post deems your shipping area to be 'rural', deliveries may take up to an additional three business days. This stipulation extends to all forms of delivery.
*** Shipping times are from time shipped from us to you. Stock shortages will take longer to ship resulting in longer arrival times.
Stock Shortages / Substitutions: Out of stock items / Non Stock items will increase delivery time. Items such as Body Armor may take 8 weeks + before the item ships to you. Boots and Metal Detectors are not part of regular stock and may take up to 7 days before they ship from us to you. If there is a stock shortage with one or more of your items we will email you.
You have other options:
a) Hold your order until the items are in stock.
b) Create a backorder for the missing item and ship the remaining in stock items. Backorders generally ship within two weeks at no charge.
c) We will contact you to select an alternative item as a replacement for the out of stock item.
d) We will refund you in full for the out of stock item.