Retail Store and Pick-Up Policy

Our retail store is permanently closed as of July 14, 2018. We no longer offer in-store sales or order pick-ups. Our online store remains open. We do not do pickups.

Shipping Schedule

We ship orders on Tuesdays and Thursdays to reduce courier pick-up costs and keep shipping rates lower for our customers.

Express and Next-Day Shipping:

• Express and next-day shipping estimates begin from the day the courier picks up your package, not the day you place your order.

• If you need a faster shipping option, please call us, and we will do our best to assist you.

Tariffs - 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 and Costs

• All shipping costs are listed in Canadian dollars.

• We use Canada Post, UPS, Purolator, DHL, and other courier services.

• Shipping rates are calculated automatically using courier software.

• We do not profit from shipping fees to keep costs low for our customers.

• Couriers calculate shipping costs based on volumetric weight, which factors in package dimensions rather than actual item weight.

Example: A 3 lb item packed in a 20"x14"x4" box may be billed at 9 lbs volumetric weight, not its actual weight.

Envelope Shipping:

• Envelope shipping is an affordable option but does not include tracking, insurance, or guaranteed delivery times.

• If you choose envelope shipping, you accept the risk of lost or delayed parcels, as we assume no liability for these shipments.

Shipping Information

Estimated Shipping Times

Shipping times are based on the courier's pickup date, not the order date. These estimates do not include:

• Order processing and packaging time (usually 1-4 business days, up to 7-10 business days in peak periods).

• Delays due to weather, holidays, customs, or courier disruptions.

For Canada Post estimated delivery times, visit their website or call us for details.

Shipping Box Sizes

Below are common package sizes and their approximate contents:

• 4"x4"x2" – Small items like a Zak Key or single glove holder.

• 6"x4"x4" – Notebook cover, page holders, or duty pouches.

• 9"x6"x4" – Inner belt, keepers, pouches, or a nitrile glove box.

• 20"x14"x4" – Single duty bag.

• 20"x14"x8" – Multiple duty bags or bulk orders.

If your shipping cost seems high, you can check Canada Post’s Shipping Calculator or call us at 1-866-218-5883 for a manual quote.

Frequently Asked Questions

1) My order confirmation email includes a delivery date. Is that guaranteed?

• The delivery date is an estimate based on same-day processing. Please allow 7-10 business days for order processing before shipping.

• If an item is out of stock, the entire order will be delayed until all items are available.

2) Can you control the delivery time?

• Once the package is with the courier, we cannot expedite or change delivery schedules.

• Weather, customs, and operational delays may affect delivery.

3) Why are shipping costs higher than expected?

• Couriers calculate rates using volumetric weight.

• Rates include shipping fees, fuel surcharges, insurance, and taxes.

4) Will you remove excessive packaging?

• Yes, to reduce shipping costs, we may remove large or unnecessary packaging. If you need original packaging, call us before ordering.

5) What if I made an address error?

• Contact us immediately at 1-866-218-5883.

• If your order ships to the wrong address due to an error on your part, additional fees will apply for re-shipment.

Return Shipping & Refunds

• We do not refund shipping charges.

• Customers are responsible for return shipping costs, including insurance for the value of the returned item.

• If a package is lost and insured, the courier will reimburse the sender, not the customer.

• Returns due to an incorrect address will incur return shipping fees.

Lost or Misdelivered Packages

• If your tracking shows “delivered” but you have not received it:

  1. Wait until 9:00 PM (delivery can occur late in the day).

  2. Check with your local post office (it may be held for pickup).

  3. If it has not arrived, call us the next business day.

  4. We will file a claim with the courier, which can take up to 2 weeks.

• If a package is officially declared lost, we will ship a replacement once the courier completes the investigation.

Damaged Parcels

If your package arrives damaged:

1. Notify the courier immediately.

2. Take photos or video of the unopened package.

3. Open the package in front of the driver if possible.

4. If items are missing, contact us immediately.

5. Email us the photos/videos for a damage claim.

Claims with Canada Post can take up to 3 weeks. We cannot send replacements until the claim is settled.

For any other questions, contact us at 1-866-218-5883.