Returns - Refunds - Cancellations

Returns, Refunds, and Cancellations

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.

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Shipping Costs

We do not refund shipping costs. For items shipped for free, the original shipping cost will be deducted from the refund.

Restocking Fees:

We charge a 20% restocking fee on returns. See below for details.

Returned or Refused Parcels / Tariffs

Please note: We are not responsible for tariffs imposed by governments or processing charges by shipping companies. These charges vary based on location, country, and selected shipping options.

Any packages rejected by customers will incur return shipping charges and additional fees, which will be deducted from refunds. These fees may exceed the original shipping cost.

Boot Returns and Exchanges

We want you to be fully satisfied with your purchase. Please review our return and exchange policies below:

Returns

Returns must be initiated within 7 days of receiving your order.
A 20% restocking fee will be deducted from all refunds.
The original shipping cost (typically $15–$45) will be deducted, even for orders with free shipping.
You are responsible for return shipping costs.
Please contact us before sending back any boots to begin the return or exchange process.

Important Return Notes

Returned boots must be unworn with all original tags attached.
Contact us before returning any items so we can assist with the process.
We reserve the right to deny returns that do not meet our criteria.

Exchanges

We offer two exchange options:

Option 1: Standard Exchange

You return the boots at your cost.
You pay shipping for the replacement pair.
Once received and approved, we ship your replacement.
Estimated turnaround: 2–3 weeks.

Option 2: Fast Exchange (Recommended)

Order the new pair online — you’ll receive them faster with free shipping.
Return the original boots separately.
We’ll refund the original order minus the restocking fee and original shipping.

Important Exchange Notes

Exchanged or returned boots must be unworn and have all original tags attached.
Contact us before returning any items so we can assist with the process.

Product Warranties and Guarantees

Products are covered by manufacturer warranties unless otherwise stated. Warranty periods vary and begin on the purchase date. These warranties cover manufacturer defects only and do not apply to normal wear and tear (e.g., deterioration of snaps, Velcro, and zippers).

For hygienic reasons, worn footwear and clothing (including hats) are non-returnable. Most manufacturers require defective items to be returned directly to them. We provide proof of purchase when needed. Customers are responsible for all shipping costs related to warranty claims.

Misuse or abuse (e.g., improper power sources, overloading, dropping items) is not covered. Manufacturers determine whether an item qualifies for repair or replacement. If a warranty card is included, complete and return it to validate coverage.

To initiate a warranty claim, contact us at 1-866-218-5883. Unauthorized returns will be refused.

Customer Responsibilities:

Return shipping costs, taxes, and related fees are the customer's responsibility.
For footwear shipped free, the original shipping cost will be deducted from your refund.
Items must not be altered (e.g., sewn, painted, embroidered); alterations void warranties.
We reserve the right to issue refunds instead of replacements in certain cases.

911gear.ca Warranties

911gear.ca will repair, replace, or refund items under warranty once returned at the buyer’s expense. Original and return shipping charges are non-refundable.

Our warranties cover manufacturing defects for six months, excluding exterior pockets, seams, zippers, and Velcro. Misuse, accidents, and weather damage are not covered.

Clothing and handcuffs are non-returnable unless you contact us within two days of receiving the item. For local warranty repairs, store credit may be issued with prior approval. Email pictures before returning any item.

Order Cancellations

Important: Worn, altered, or personalized items (including hats, gloves, boots, and handcuffs) cannot be canceled or returned. These orders require prepayment. Altering voids all warranties.

Orders can be canceled by calling us immediately. Cancellations fall into three categories:

Not Shipped and Canceled: A 20% fee (minimum $10) applies to cover processing costs.
Shipped and Canceled or Returned: A 20% fee (minimum $10) applies. Shipping is non-refundable, and return shipping is the customer’s responsibility.
Errors Made by Us: Contact us before returning any items. Unauthorized returns are not accepted.

We do not accept returns sent via Express Post or Priority Courier — use Expedited shipping only.

Original SWAT Exchanges and Returns

Customers must cover all shipping costs, including for replacement boots. Contact us before returning boots, as specific procedures apply.

Returning Items

Canada Post Only – Do not use Express Post or Priority Courier.

Canada Post no longer notifies us of returns. Track your return and notify us once delivered. Items must be in new condition with original packaging and tags and returned within 30 days. Worn, damaged, or altered items will not be refunded.

Try on items immediately. Sizing-related returns are accepted only within seven days. Altered clothing voids all warranties.

Use the most affordable Canada Post method with tracking and insurance. Customers are responsible for lost shipments.

Incorrect Addresses

Returns due to incorrect addresses will incur return fees charged by Canada Post. Please double-check your address when ordering. We are not responsible for address errors.

Refunds

Refunds may take up to 10 business days and are issued only after items are received, verified, and confirmed to be in resalable condition. Refunds are made via the original payment method. Store credit or exchanges are available.

Worn or used items and those without original packaging will not be refunded and will be returned to the customer.

Credit Card / PayPal Chargebacks

Please contact us before initiating a chargeback. If ruled in our favor, a $30 administration fee and processing costs will apply.

Out-of-Stock Items and Sizing

If an item is out of stock, we will offer an alternative or issue a full refund without restocking fees.

Please review sizing charts carefully. If between sizes, choose the larger option. Sizing-related returns must be initiated within seven days.

Restocking fees apply to items ordered in unavailable sizes or custom configurations. If an item was mistakenly listed as available, we will offer a replacement or refund at no cost.

Questions? Contact us at 1-866-218-5883.