HOW TO CONTACT US
Office Hours: Monday to Friday 08:00-16:30 Hrs
CLOSED: Saturday / Sunday / Holidays
As of July 14, 2018, we have closed our retail store. We began 911gear.ca in 2005 online and have decided to return to where we started. This will allow us to keep rising costs down and remain competitive while working on our wholesale business. If you're interested in wholesale information please contact us at the number above.
Please take a moment to verify the information you have provided in your order quantities, sizes, colors. 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 re-shipping charges to the 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 in 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 from GeoTrust. We do not receive any of your visa, MasterCard or any type of payment info. We only 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
How long to receive my order ?: 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 an error in 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 we have to reship your order 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.
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 of 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. In the event of a sizing return, you will be charged shipping fees for the 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 a 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 on 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. f you are returning an item you are responsible for shipping to us and the shipping of the replacement item back to you. Please consider a small item may cost more to ship back to us to replace than buy a new one and have it shipped.
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 20% restocking fee minus original shipping costs. Please see our RETURN / CANCELLATION tab on the bottom of the website page. All orders canceled before they have been shipped are also subject to restocking fees. 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 through our contact page 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, 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: Contact us through our Contact Page
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 911gear at 911gear.ca.
All returns must be accompanied by the products original UNDAMAGEDpac kaging. If packaging is not included or damaged an addtional 20% 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 manufacturer's warranty are included in the original packaging of your product. In some cases, manufacturers don't include it. If it's 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 buyer's 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 to 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 the U.S. Shipping costs for overseas orders are expensive. As a result, we've stopped shipping overseas.
****Canada Post charges are calculated by shipping volumetric weight, not the actual weight. A 3 lb item that fits into a 20"x14"x4" box is calculated as being 9 lbs of volumetric weight, not 3lbs weight and shipping charges are based on a volumetric weight of 9lbs.****
Shipping / Tracking Information ***
Please allow 7-10 business days from the date of the order for your order to ship from us to you. The delivery date of 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. Most 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 to 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 10 AM (excluding weekends & holidays)
XpressPost = 1-3 business days (excluding weekends & holidays)
Expedited/Regular shipping = 1-7 business days (excluding weekends & holidays) Depending on your location. 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 are not part of the regular stock and may take up to 7 days to 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.