Frequently Asked Questions (FAQ) and Order Information for 911gear.ca

Important Information for U.S. Customers

Due to recent U.S. government tariff regulations, orders shipped from Canada to the United States may be subject to tariff or import fees upon delivery. These charges are set and collected by the U.S. government, not by 911 Gear.

Please note that tariffs and import fees are the responsibility of the purchaser. If a package is refused because of these fees, the parcel is often rendered undeliverable by the carrier and cannot be returned to us without significant cost. For this reason, refunds cannot be issued for orders refused at delivery due to tariff or import charges.

We appreciate your understanding as these new tariff policies have affected cross-border shipping for many small businesses.

Please note. We are not responsible for any tariffs imposed by governments and processing charges by shipping companies. Tariff charges are charged by the shipping companies and vary according to location, country, and shipping choices chosen. Any rejected packages by customers will be charged to us and in return deducted from the refunds. Shipping costs and fees for rejected packages may exceed original charges, as not only will return shipping charges be billed to us, so will return charges by the courier.

Shipping Methods

Please be advised that while we strive to accommodate your chosen courier during checkout, we reserve the right to select alternative shipping methods when necessary.

Pricing and Currency

All prices on our website are listed in Canadian dollars (CAD). For our U.S. customers, this typically translates to a cost approximately 20%–50% lower in U.S. dollars (USD), depending on current exchange rates.

Order Accuracy

To ensure prompt and accurate delivery, please verify all order details, including quantities, sizes, colors, email address, and shipping information. Even minor errors in the shipping address can lead to delivery issues and may incur additional charges. Ensure that any necessary unit, apartment, suite, or buzzer numbers are included.

Product Availability

We continually update our product offerings. For the latest selections and promotions, please follow us on our social media platforms. In the event of a pricing discrepancy due to technical issues, we will contact you with the correct pricing prior to shipping.

Site Security

Your privacy is paramount. We do not sell your personal information or email addresses. During transactions, your credit card information is securely transmitted to our payment processor via an HTTPS connection with SSL certification; we do not store or have access to your payment details. Our site undergoes daily malware and spam scans by Sucuri.com. Always ensure that any website where you enter personal information begins with "HTTPS" and displays a padlock icon.

Order Processing Time

In-stock items typically ship within 7–10 business days, though we often expedite this process. Out-of-stock items will ship once restocked, which may delay delivery. After dispatch, delivery times may be affected by factors beyond our control, such as weather, transportation issues, or customs delays.

Address Corrections

If you identify an error in your shipping address, please contact us immediately at 1-866-218-5883 or via email after hours. Address inaccuracies may result in additional shipping and return fees charged by the courier.

Modifying Orders

To add items to an existing order, contact us promptly via email or phone before the order has shipped. We will assist you in updating your order accordingly.

Order Cancellations

For information on canceling orders, please refer to our Return/Cancellation Policy.

Returns and Exchanges

Upon receiving your order, please inspect the contents immediately. If any issues arise, contact us at 1-866-218-5883 before initiating a return. Unauthorized returns will be refused, potentially delaying resolution.

Return Instructions

Contact us promptly to initiate a return. Ensure returned items are in original, undamaged packaging and in resalable condition. Customers are responsible for return shipping costs and should use sufficient insurance to cover potential losses. For sizing exchanges, additional shipping fees will apply. We accept returns for defective items and sizing issues within 10 days of purchase. Please note that Canada Post no longer notifies us of returned parcels; therefore, track your return and inform us upon delivery.

Refunds on Shipping Charges

Shipping charges are non-refundable. Customers are responsible for return shipping costs and should ensure adequate insurance coverage. Lost parcels are the customer's responsibility; insured packages may be reimbursed by the shipping company. Consider that, for small items, return shipping costs may exceed the cost of purchasing a new item.

Condition of Returned Items

All returned items must be in original packaging and good condition. Worn, abused, or altered items (e.g., sewn-on patches, removed components) are not eligible for return. Unauthorized alterations void warranties. Returns may be subject to a 20% restocking fee, excluding original shipping costs. Order cancellations prior to shipping may also incur restocking fees; refer to our Return/Cancellation Policy for details.

Stock Availability

To confirm item availability before shipping, please contact us via our Contact Page or call us toll-free at 1-866-218-5883. In cases of stock shortages, we will inform you of available options, including holding the order, creating a backorder, selecting alternative items, or issuing a refund for the out-of-stock items.

Payment Options

We accept Visa, MasterCard, Interac, PayPal, cheque, and money orders for online or telephone orders. Orders paid by cheque or money order will ship once payment has cleared. For PayPal transactions, please contact us through our Contact Page. Credit card orders require that billing information matches the address on your credit card statement; for different shipping addresses, please call us.

Defective Merchandise and Warranty

If you receive a defective or damaged item, or if an item is missing, contact us immediately at 1-866-218-5883 or via email within 7 days of delivery. All returns must include original, undamaged packaging; failure to do so may incur additional fees. Alterations to clothing void warranties. Manufacturer warranties typically cover defects but not wear and tear or misuse; decisions on coverage are at the manufacturer's discretion. Shipping costs for warranty claims are the customer's responsibility. Please contact us for guidance on warranty issues, as some manufacturers require direct returns.

Technical Errors

While we strive for accuracy, internet and system glitches can occur. We reserve the right to cancel and refund orders affected by such errors. If you suspect an error, please contact us for investigation.